Looking to drive a successful Experience Management program that drives value & change in your organization?
Beginning March 31st, 2026, the course—delivered live by CCXP-certified instructor Derek Bildfell, with over 20 years of CX expertise—guides participants through executive alignment, ROI methodology, governance structures, and stakeholder engagement.
At the end of the CX Leadership and Implementation training series, participants will be able to:
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Align CX Strategy with Business Priorities
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Establish Effective CX Governance
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Engage and Influence Stakeholders
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Demonstrate CX ROI
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Lead with Confidence
Course Modules
Lighting the Fire
Introduction to key concepts, best practices and disciplines of CX mastery from design to management. Explore the economic impact on your business to establish the financial justification of your CX program.
Objective: A practical introduction to the key concepts, best practices and disciplines of CX mastery. Establish the financial justification of your CX program.
Key Content:
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Setting the Scene
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Why Do We Care?
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Exploring the Economic Effects on Your Business
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The Path to Customer Experience Success
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Methods to Improve Customer Centricity
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Canadian Success Case Studies
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Applying Within Your Organization
CX Strategic Planning
Develop a strategy to deliver in alignment with your company's brand attributes and overall strategy.
Objective: Craft a strategy that clearly articulates the experience the company wants to deliver in alignment with the company's brand attributes & overall strategy.
Key Content:
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Intentional CX Strategy
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Designing a CX Strategy
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Brand Alignment
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Translate CX Strategy to Measurable Execution Plan
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Digital CX
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Spreading the Word
Enlightenment through insights & comprehension
Define who the company's customers are. Understand their needs, wants, perceptions, and preferences through the collection and analysis of customer feedback to generate real, actionable insights.
Objective: Create a consistent shared understanding of who the company's customers are, their needs, wants, perceptions, and preferences through the collection and analysis of the voice of the customer & employee to generate real, actionable insights.
Key Content:
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Psychology of Understanding Human Emotions
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Customer Perceptions
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The Customer Experience Journey Map
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Storytelling for Customer Intimacy
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Practical Workshop: Customer Journey Mapping
Structured Design to enable costumer driven innovation
Design intentional customer experiences and implement continuous, improvement programs. Close the bigger loop by removing root causes of issues identified.
Objective: Envision and implement customer interactions that meet or exceed expectations, and continuously correct, improve, design and differentiate customer experiences. Close the bigger loop by removing root causes of issues identified.
Key Content:
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Designing for Experience
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Success Happens by Design
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Design Thinking
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Human-Centred Design
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Delivery Excellence
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Pillars of Low-Effort Service
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The Rise of New Forms of Delivery
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Humanizing the Digital Experience
Performance driven metrics & measurements
Define a CX framework that evaluates customer perception in a consistent manner across the enterprise. Create reporting metrics CX success.
Objective: Define a customer experience quality framework that evaluates customer perception in a consistent manner across the enterprise, creating & reporting metrics to measure CX success, including use in regular reviews & decision-making process.
Key Content:
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Introduction to Big Data
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Driving Value: The Key CX Metrics
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Calculating ROI
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Visualization
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The Wallet Allocation Rule
Organizational adoption
& accountability
Manage CX in a proactive, disciplined way. Assign responsibilities, drive change and develop cross-company accountability at all levels.
NPS System – Inner and Outer Loops to the Key content section.
Objective: Manage customer experience in a proactive and disciplined way, assigning responsibilities, driving change and developing cross-company accountability at all levels. Regularly review CEXP metrics & program status.
Key Content:
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Customer Advocacy Council &
the Business Improvement Council -
Closed Loop Process
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Building Your CX Vision
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The Chief Customer Officer
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7 Deadly Sins of CX Transformation
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Demonstration: CX Dashboard Design & Development
The art of establishing
a customer centric culture
Create a system of shared values & behaviours that encourage, empower & enable all employees to deliver remarkable customer experiences.
Objective: Create a system of share values & behaviours that encourage, empower & enable all employees to deliver remarkable customer experiences.
Key Content:
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Shared Values Define Your Culture
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Culture & Digital Transformation
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Critical Drivers of Employee Engagement
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The Path to Customer Experience Success
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Talent Management
Time to accelerate!
Ensuring your long-term commitment. Plan to achieve the expected benefits of improved Customer Experience.
Objective: Ensure your long-term commitment. Plan to achieve the expected benefits of improved Customer Experience.
Key Content:
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Show & Tell: Individual Participant
Case Study Presentation -
Recap: Key Take-Home Thoughts
Why Acceleration Academy?
Practical, Real-World Learning
Our courses are designed to be immediately applicable. We don’t just cover theory—we focus on real-world tools, case examples, and hands-on activities that help you apply CX principles to your unique business context. You’ll leave every session with practical skills and an action plan you can implement right away.
CX Expertise You Can Trust
All of our programs are led by CCXP-certified professionals with extensive experience in designing and executing successful customer experience strategies. We bring both academic and field-tested insights, ensuring you learn from experts who’ve done the work—not just studied it.
Built for Lasting Impact
With a 93 NPS and a track record of supporting large organizations, our training doesn’t stop at knowledge transfer. We build confidence, internal alignment, and a clear path forward—so participants not only understand CX, but are equipped to lead it and make it stick within their teams and organizations.
FAQs
When does the next program start?
Our next training starts on the 7th of October 2025. Courses run on Tuesday from 12:30 to 3:30 pm EST.
How can I register?
Please complete the registration form here
How much does this training cost?
This is an investment of $2900 per delegate.
To learn more
Please reach out to Natália Droichi at natalia@accelerationstrategy.com