CX Foundations

This six-session beginner course is designed for professionals looking to understand the essentials of Customer Experience and begin making a meaningful impact in their organization. Guided by the globally recognized CXPA framework—and enriched with practical tools, discussions, and real-world applications—this live, virtual program explores the foundations of CX from strategy and customer understanding to measurement, culture, and governance. Over 12 interactive hours, participants will gain a strong grasp of the CX landscape, build confidence through collaborative activities, and walk away with their first actionable CX plan. Whether you're starting your journey or formalizing your CX role, this course sets the stage for long-term success.

Audience: CX early-career professionals, CX team members, CX specialists
Delivery: virtual
Length: two-hour session (6 sessions)
Date: waiting list
Investment: CAD 999
Features: interactive, group discussion, breakout rooms, polling, action planning, chat, annotation

Program Outcomes

At the end of the CX Foundations training series, participants will be able to:

Understand the Core Principles of CX
Grasp the definition, value, and key components of Customer Experience, including how it differs from customer service and marketing.

Apply the Six CXPA Disciplines
Gain foundational knowledge of the six disciplines recognized by the Customer Experience Professionals Association (CXPA), with practical tools to apply them in daily work.

Use Practical CX Tools
Learn how to build personas, map customer journeys, identify friction points, and connect CX efforts to business results using proven methods and templates.

Analyze and Measure CX Impact
Understand and apply common CX metrics like NPS, CSAT, and CES, and begin linking experience improvements to ROI and organizational performance.

Drive Internal Alignment and Adoption
Explore how to embed CX into roles, responsibilities, and company culture, fostering cross-functional alignment and a customer-centric mindset.

Create a CX Action Plan
Leave the course with a personalized, practical action plan to take the next steps in applying CX principles within your role or organization.

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Get your CX Certificate

At the end of the course, you will be issued with a Certiﬁcate of Completion that can be shared with your social network to celebrate your professional development.

Acceleration Academy is a CXPA Recognized Training Provider.

Program Agenda

Day 1 – Introduction to CX & Strategy
Day 2 – Customer Understanding
Day 3 – Experience Design, Journey Mapping & Improvement
Day 4 – Metrics, Measurement & ROI
Day 5 – Organizational Adoption & CX Culture
Day 6 – Governance, Leadership & Next Steps

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Why Train with 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.