CX Analysis

Take an in-depth look at the key area of customer experience with our 3-day CX Analysis course. Learn how to transform business processes and to offer engaged, responsive and connected customer experiences.

During this three-day course you’ll receive all the training you need to prepare for the examination leading to the A4Q Certificate in Business Service Design. This is one of the mandatory modules for the new internationally recognised A4Q Service Designer qualification(this will open in a new window).

The examination (ratified by global certification body iSQI) can be taken when you please and is given remotely using an online proctoring service. This examination consists of 40 multiple-choice questions with a pass mark of 26/40.

The course is delivered remotely over 3 days from 9 AM to 5 PM.  You will receive a copy of the training material as well as relevant handouts. All successful participants will receive a certificate of completion at the end of the course.

Who this course is for

The CX Analysis course is for anyone who wants to develop a deep 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.

What you will learn

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. 

This 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.

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

Course outline

• 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

Course Dates

This 3-day course is being delivered on these dates:

• 2nd December 2024
• 17th February 2025
• 14th May 2025
• 28th July 2025
• 15th September 2025

To book for future dates please contact us on hello@uservision.co.uk.

Cancellation policy

The following cancellation policy applies to all bookings made:

• 30 days or more before training – full refund or attend a future course date
• 7-29 days prior to training – 50% refund
• 6 days or less prior to training – no refund

You are most welcome to send a substitute for the originally booked delegate at any time by notifying us of their details. User Vision reserves the right to cancel all or parts of the course if an insufficient number of people register for the course.