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Latest article
AI: The Unseen Opportunity
A very interesting survey has been released by the TUC (Trade Union Congress) which says that over half of adults in the UK (51%) are concerned about the impact of artificial intelligence on th...
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Your CX Guide: Top 10 Questions Answered
Customer Experience (CX) is one of the biggest differentiators in today’s business world. Customers have endless choices, and what often sets one brand apart from another isn’t just the product or...
Is AI Going to Take My Customer Service Job?
How do I protect my customer support job when it’s predicted that 80% of jobs in our sector will be redundant by 2030? Artificial intelligence (AI) is evolving rapidly transforming both the workplac...
How L&D Leaders Are Using Blended Learning to Drive Real CX Impact
In today’s climate, learning and development leaders need learning that drives behaviour change, aligns to strategy and scales across teams. That is why blended CX training is fast becoming a core p...
How CX Practitioners Can Drive Change Through Blended Learning
Great CX doesn’t just happen. It’s driven by teams who understand the customer, work together and take meaningful action. Blended learning helps CX professionals develop the right skills while giv...
How L&D Leaders Can Future Proof CX Training in the Age of AI
The AI Era: Preparing CX Teams for the Future As AI adoption accelerates, Learning & Development (L&D) leaders face a fundamental challenge: preparing CX teams to work with AI while preserving...
How CX Leaders Can Use AI to Strengthen, Not Replace, Human Connection
The Evolving Role of AI in Customer Experience AI is changing how CX teams deliver customer experiences. The real challenge for CX leaders is ensuring AI enhances rather than erodes human connection. ...
Customer Journey Mapping: Avoiding Pitfalls and Driving Real Impact
Customer journey mapping is a powerful approach for improving customer experiences, but a lot of organisations focus too much on the process of mapping itself rather than making sure it leads to real ...
Setting Up Your Customer Journey Mapping Programme for Success
In today’s competitive market, understanding your customer’s journey is more important than ever. Customer journey mapping is the process of visualising and analysing the steps your customers take...
The Perfect CX Metric For Your Organisation
In today’s customer-centric world, one question frequently arises among customer experience (CX) professionals: “What is the perfect CX metric for your organisation?” While there isn’t...
Top CX Statistics to Know in 2025 & Why
2025 is officially here and as a CX Professional you need to be up to date on all things CX. AI was the biggest elephant in the room in 2024 and will probably remain this way this year too. However,...
12 Days of CX-Mas Wishes
During December we posted 12 CX Wishes going through all the things your customers wish for when it comes to great CX – not just for Christmas but for all year round. To save you time here they ...
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