Take an in-depth look at customer journey management with our CX Analysis course. Learn how to transform customer journeys and to offer engaged, responsive and connected customer experiences. Course details Duration: 3 days Exam Included Next available course 9th November 2026 Virtual Classroom £1,395 +VAT Add to basket 14th December 2026 Virtual Classroom £1,395 +VAT Add to basket 11th January 2027 Virtual Classroom £1,395 +VAT Add to basket View all dates Close all dates 15th March 2027 Virtual Classroom £1,395 +VAT Add to basket 24th May 2027 Virtual Classroom £1,395 +VAT Add to basket 7th July 2027 Virtual Classroom £1,395 +VAT Add to basket 13th September 2027 Virtual Classroom £1,395 +VAT Add to basket 13th December 2027 Virtual Classroom £1,395 +VAT Add to basket Take an in-depth look at customer journey management with our CX Analysis course. Learn how to transform customer journeys and to offer engaged, responsive and connected customer experiences. Course details Duration: 3 days Next available course Please contact the team on 01844 211665 for availability Take an in-depth look at customer journey management with our CX Analysis course. Learn how to transform customer journeys and to offer engaged, responsive and connected customer experiences. Course details Subscription options: Essential £325 +VAT Add to basket Core £525 +VAT Add to basket Extra £725 +VAT Add to basket Take an in-depth look at customer journey management with our CX Analysis course. Learn how to transform customer journeys and to offer engaged, responsive and connected customer experiences. Course details Duration: 3 days Next available course Please contact the team on 01844 211665 for availability Who is this course for? The AssistKD CX Analysis course is for anyone who wants to develop a deeper understanding of their customers and transform the customer journey, in particular: customer journey managers; business service designers (including business designers and service designers); product managers; business analysts; digital experience and CX researchers; business architects; solution architects; user researchers; operations and customer service managers; project managers; business change specialists and business engineers. About the course Customer journey management is critical to business success. This course looks in depth at the customer experience, and how an organisation can transform its customer journeys to offer engaged, responsive and connected customer experiences. AssistKD's CX Analysis course examines every touchpoint of the customer journey. Key areas include analysing the organisation’s view of CX; the difference between CX and UX and why it matters; customer gains and pains and organisational maturity. Learn how to tune in to your customers, action your insights and uplift your customer experience from good to great. Learning objectives Upon the completion of this workshop, candidates will be able to:• Demonstrate an understanding of the core principles and components of CX (Customer Experience) analysis • Explain the stages of the CX Analysis & Design Framework• Describe the relationship between CX & UX• Analyse value propositions• Explain and apply the concept of value co-creation • Apply voice of the customer research & analysis• Identify organisational barriers to customer centricity Full course outline A4Q Certificate in CX Analysis Course Content The rationale for analysing Customer Experience Core principles and components of Customer Experience analysis The stages of the CX Analysis and Design Framework The elements of the Business Scorecard Business values, strategy and core CX competencies Using the Balanced Scorecard and Strategy Maps Value co-creation, alignment and misalignment Analysing and defining the elements of a Value Proposition The Customer Experience research context CX research techniques including storytelling and focus groups 'Voice of the Customer' research and analysis including personas, customer journey maps and empathy maps Models to represent the voice of the customer, including customer journey maps and empathy maps Organisational Barriers to Customer Centricity The Five Dimensions of Service and Accessibility Frameworks for UX requirements definition; usability and accessibility Techniques to enhance CX/UX including affinity diagrams, Kano, wireframes, service blueprints CX quality measurement techniques How is the course structured? Here's a quick guide to the topics covered on each day of the course. Day 1 9:00 am to 5:00 pm Rationale for customer experience analysisCore CX principlesThe relationship between CX and UXThe CX Analysis and Design FrameworkBusiness values, strategy and core CX competencies Day 2 9:00 am to 5:00 pm Analysing and defining value propositionsResearching the voice of the customerRepresenting the voice of the customer Day 3 9:00 am to 5:00 pm Enhancing the customer experience: processes and techniquesBarriers to customer centricityMeasuring and enhancing the customer experience Course manual For virtual courses a printed copy of the latest edition of the comprehensive course manual will be sent to your home address (UK only) in good time for the start of your course. Our delegates tell us that having access to a physical document is useful as both a reference document and for taking notes during the course. In addition, a link will be emailed to you to enable you to access an electronic copy of the same comprehensive manual for convenient future reference. Is there an exam? The examination leading to the Certificate in Customer Experience Analysis is based upon A4Q Customer Experience Analysis course materials. Candidates’ knowledge and understanding of Customer Experience Analysis is assessed in line with the learning objectives specified in this syllabus. The examination leading to the Foundation Certificate in Customer Experience Analysis exam consists of: 40 multiple choice questions, each of which has a value of one mark Candidates must gain 26 marks out of the available 40 marks (65%) in order to pass the examination and be awarded the certification Duration is 1 hour Closed book examination and no reference materials may be used while sitting the examination. Anything else This course was written by our team of training consultants, who bring their substantial experience of business analysis projects to the programme.Watch the video below to find out more about our eLearning.Do you have a question about our eLearning courses? Check out our FAQs section… What’s next? The CX Analysis course forms one part of AssistKD’s Business Service Designer training programme which includes courses on Business Service Design and Design Thinking. It is one of the mandatory modules for the new internationally recognised A4Q Service Designer qualification. Related content Check out the dedicated Service Design area of our Learning Zone for relevant articles, BA Brew podcasts and bitesize learning videos on Service Design topics, tools and techniques. Our free Introductory Learning Courses include: Introducing the POPIT Model, Managing Customer Expectations and Creative Problem Solving. Frequently Asked Questions How do AssistKD’s virtual classroom courses work?AssistKD’s virtual courses are conducted live and online in a ‘virtual’ classroom space via Microsoft Teams. On each day of the course, we ask delegates to log on in time for a 9am start. The courses end at 4.30pm. An hour is ring-fenced for lunch, but timings can vary.Designed to be interactive, responsive and engaging, our virtual (live) courses are led by trainers who are experts in their fields, with real-life industry experience. The benefit of the virtual classroom is that delegates enjoy all the benefits of ‘in-real-time' training, but with no travel requirements or overnight stays. Regular comfort breaks, team exercises and break-out sessions keep delegates focused and reinforce learning. The courses allow learners to develop their professional toolkits and complete modules towards recognised professional certifications such as the BCS International Diploma in Business Analysis or the new A4Q Service Designer qualification. Can you attend virtual classroom courses from outside the UK?Yes, however you will be issued with a digital course manual in advance of the course, not a printed manual. Online exams connected to virtual classroom courses can be taken from overseas.When will I receive my joining instructions?You will receive joining instructions two weeks before the start of your course. One week before the course you will receive detailed instructions on how to log on.I am concerned about logging on, is there support available?If you have concerns about logging on and your technology, it is best to address these prior to the day of the course. We can offer you a test call at a time that suits you. To request this please contact support@assistkd.comI have additional needs, can they be accommodated?Please provide us with full details of any additional needs in advance of the course so that we can work with you to accommodate them. Please contact enquiries@assistkd.comWhen will I receive my course manual?You will receive your course manual, in both printed and digital form, two weeks before the start of your course.Can you accommodate a last-minute booking?Yes, provided there is availability.Do you offer discounted prices if I am taking more than one course?Yes, please contact enquires@assistkd.comWhat happens if I need to reschedule, do I have to pay twice?If you need to reschedule, to avoid a cancellation fee please give 10 working days’ notice by contacting enquiries@assistkd.com.Do the courses run on consecutive days?Yes. Courses which last for more than one day are delivered on consecutive days from the start date indicated. These are on working days, during Monday to Friday.Do you offer courses over the weekend?Our virtual (live) classroom and face-to-face classroom courses run from Monday to Friday only. However, our eLearning courses can be studied at a time to suit you.Where can I get sample questions or exam papers?Each course manual includes sample questions for you to practise prior to taking your exam. These align with the syllabus and the required level of quality and should be the main source for revision.Sample examination questions and papers which you may find free or for purchase online can be of limited value as the quality is often poor and they may not align with the syllabus.What is the exam pass rate?AssistKD is a specialist training company with expert trainers. Training courses which are linked to exams cover the full and most current relevant syllabuses. Our examination pass rates are market leading. Exact pass rates vary from course to course.Is the exam included in the price?Yes. Where there is an exam, it is included in the price.Is the exam taken during the actual course?No. The exam can be taken on a date and time of your choice. You will be provided with exam registration details before the start of your course. We recommend that you take the exam within two weeks of the end of your course, while the knowledge is fresh.When will I receive my exam results and certificate?Exams will be taken online and you will receive a provisional result upon completion. Then, approximately 24 hours after the exam this will be confirmed via email and you will be supplied with a link to download your certificate.What is the difference between a ‘customer feedback rating’ and the ‘customer course feedback rating’?The ‘customer feedback rating’ reflects an average level of feedback across all AssistKD courses. The ‘customer course feedback rating’ reflects a course specific rating. AssistKD will only publish a ‘customer course feedback rating’ where a statistically valid sample size is available. Frequently Asked Questions Is the exam included with the eLearning subscriptions?All BCS and A4Q eLearning exams can be taken online via remote proctoring, giving you complete flexibility to sit your exam from any suitable location. If you choose the Core or Extra option, your exam voucher is already included, making it simple to progress toward certification.Can I buy now and start later?Absolutely. Your course is added to your account right after purchase, but you choose when to activate your subscription - ideal for planning around work or personal commitments. When you are ready to begin learning, you simply log in to your account and click 'Activate' next to the course name.Have more questions? Check out our full FAQs here or contact us directly. “I found the course very insightful… lots of discussion, deep dives, learning from our trainer's experience and others from the course. I enjoyed the case studies and real-life scenarios which brought the theory to life the most. Using Mural helped collaboration and left us with a great resource to take away.” - Steve Hagen “Engaging with a good mix of anecdotes, breakouts, exercises, breaks and content. Thank you.” - Jenny Lowe Need some help? To discuss your requirements, call Karen on01844 211665 or email us at enquiries@assistkd.com Presenters for this course Jonathan Hunsley Fiona Kiss Mike Williams Joe Newbert Related courses A4Q Certificate in Business Acumen A4Q Certificate in Business Service Architecture A4Q Certificate in Business Service Design A4Q Certificate in CX Analysis A4Q Certificate in Design Thinking A4Q Certificate in Service Design Consultancy Usability & UX - Foundation Certification A4Q Certificate in Business Acumen A4Q Certificate in Business Service Architecture A4Q Certificate in Business Service Design A4Q Certificate in CX Analysis A4Q Certificate in Design Thinking A4Q Certificate in Service Design Consultancy Usability & UX - Foundation Certification A4Q Certificate in Business Acumen A4Q Certificate in Business Service Architecture A4Q Certificate in Business Service Design A4Q Certificate in CX Analysis A4Q Certificate in Design Thinking A4Q Certificate in Service Design Consultancy Our Clients
