CX Leadership & Implementation

This immersive ten-week program is crafted for mid-to-senior professionals ready to lead CX transformation. Beginning October 7th, 2025, 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. Graduates emerge with a strategic roadmap and the leadership tools needed to implement and sustain measurable experience management initiatives across their organization, building on our proven track record and 93 NPS success.

Audience: Business Leaders and Department Heads, CX Managers, Directors, Executives

Delivery: virtual

Length: 2,5 hours session (13 sessions)

Date: Starting on March 31st, 2026

Investment: CAD 2,900

Features: interactive, group discussion, breakout rooms, polling, action planning, chat, annotation

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Program Outcomes

At the end of the CX Leadership and Implementation training series, participants will be able to:

Align CX Strategy with Business Priorities
Clearly connect customer experience initiatives to organizational goals and gain executive buy-in for long-term support and investment.

Develop a Measurable CX Roadmap
Create and implement a strategic CX plan tailored to their organization’s maturity, including clear goals, timelines, and accountability structures.

Establish Effective CX Governance
Define governance models, roles, and reporting systems to ensure consistency, cross-functional collaboration, and sustainable CX management.

Engage and Influence Stakeholders
Learn proven techniques for securing support, facilitating change, and building cross-functional alignment across the organization.

Demonstrate CX ROI
Apply tools and frameworks to measure the financial and operational impact of CX initiatives, helping to reinforce and scale their value.

Lead with Confidence
Build the leadership presence and strategic thinking needed to guide CX teams, influence decision-makers, and sustain transformation over time.

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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

1. Lighting the Fire

Introduction to key concepts, best practices anddisciplines of CX mastery from design to management.

Exploring the economic impact on your business toestablish the ﬁnancial justiﬁcation of your CX program.

2. CX Strategic Planning

Develop a strategy to deliver in alignment with your company's brand attributes & overall strategy.

3. Enlightenment Through Insights and 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.

4. Structured Design to Enable Customer-Driven Innovation

Design intentional customer experiences and implement continuous improvement programs. Close the bigger loop by removing root causes of issues identified.

5. Performance Driven Metrics and Measurement

Deﬁne a CX framework that evaluates customer perception in a consistent manner across the enterprise. Create reporting metrics CX success.

6. Organizational Adoption and Accountability

Manage CX in a proactive and disciplined way, assigning responsibilities, driving change and developing cross-company accountability at all levels.

7. 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

8. Time to Accelerate

Ensuring your long-term commitment. Plan to achieve the expected beneﬁts of improved Customer Experience.

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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.