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: business service designers (including business designers and service designers); product managers; business analysts; customer journey managers; digital experience and CX researchers; business architects; solution architects; user researchers; operations and customer service managers; project managers; business change specialists, business engineers and business designers.

CX analysis is critical to business success. It looks in depth at the customer experience, and how an organisation can transform its existing processes 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 add value across multiple touchpoints to take your customer experience from good to great.

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

To give you more of an idea of what you’ll learn and how the course will help you, here’s a quick guide.

Delegates attending the CX Analysis course are provided with a clear and comprehensive manual that offers a step-by-step guide through the entire course content. Each delegate attending a virtual classroom course is sent a physical copy of the manual to their home address before the course start date. An electronic version of the manual is also provided to every delegate.

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.

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.

CX Analysis (a three-day course)
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 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.com

I 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.com

When 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.com

What 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. 

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 one week 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?

For online exams you will find out your result immediately on completion. Then, approximately two weeks after the exam this will be confirmed via the BCS portal and you can print out your certificate. For written exams, results will be emailed approximately two weeks after the exam, and again the certificate can be printed via the BCS portal.

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.