In-Person or Virtual, You Decide! 

In-Person Workshops +
Virtual Cohort Classes

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Synchronous CX Training Offerings

The Daniel Group's CX Education program is designed to be flexible and accessible, allowing most courses to be delivered either in-person or virtually, depending on client needs and logistics. 
 Pick Your Program 

CX Learning Experiences

The Daniel Group CX Institute has something for everyone and the flexibility to
deliver your training sessions in the format that works best for you and your team.

CX Program Leader Certification - Introduction

Designed to build or launch the capability of the CX Program Leader: establish the program, structure, tools, and leadership required. 

CX Program Leader Certification - Advanced

Builds on the foundational class, introducing advanced strategies/tactics to engage the enterprise (employee experience and customer experience), enhances coaching, storytelling, onboarding, system design.

In-Person

Frontline Managers Course

Provides tools for frontline managers to lead their teams in delivering excellent customer experience, especially where service/support is equipment- or service-based.

CX for Customer-Facing Teams

Tailored training for front-line employees: equips the training team with documented tools, customizing to the industry & customer-profile so that the frontline can deliver improved CX.

Virtual or In-Person

New Hire Onboarding

Immerses new hires in the real customer experience (using actual feedback) from Day 1. Builds empathy, accountability, purpose.

CX for Executive Teams

Establishes senior-level strategic direction for CX program. Helps execs understand how to manage the overall CX effort, align culture and strategy.
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Program Details

CX Program Leader Certification
– Introduction

A comprehensive two-day leadership training program focused on building or launching a Customer Experience (CX) program leader’s capability. It features small group work sessions, personalized consultation and follow-up
meetings to enhance the Customer Experience improvement initiative.

CX Program Leader Certification
– Advanced

A follow-on to the CX Introduction program,
this course builds on the foundational elements and introduces advanced strategies and tactics
to engage the entire enterprise as well as the customer experience. It gives program leaders new tools to engage, inform, coach and compel teams across the organization. 

Frontline Managers
Course

A half-day or full-day training geared toward supervisors, frontline managers and those who oversee customer-servicing teams (especially in B2B contexts). Offered in half-day and full-day formats. This training can also be delivered
on-site or virtually, depending on scheduling
and geographic restrictions. 

Customer Experience for
Customer-Facing Teams

A two-hour training session designed for frontline employees, delivered via a tool-kit style model that equips the training team with documentation and tools to execute a high-quality CX training session. This course is tailored to the specific needs of the organization’s industry and the customer profile

Customer Experience for
New Hire Onboarding

This training immerses newly hired employees
in the customer’s real experience from day one.
The session uses actual customer feedback, live engagement, mobile activities and Q&A to build empathy, accountability and a sense of purpose. The modality is flexible (in-person or virtual) to support organizations’ onboarding strategies.

Customer Experience for
Executive Teams

A one-day, intensive workshop for senior management teams, designed to define a clear strategic direction for the organization’s CX program and train executives in how to manage the overall CX effort. Historically held at the client location (in-person), many organizations request virtual versions depending on team restrictions.

Don't See What You're Looking For?

We can build custom learning programs to fit your team's exact needs.
 Top Features 

In-Person Training

Let's face it, there's nothing quite like being there in-person.

High-engagement

Interactive environment: allows small-group work, live interactions, side-conversations, body language cues, richer facilitation.

Team Cohesion + Networking

Participants can share experiences, engage in off-agenda discussion, peer learning.

Deeper Skill Development

when building leadership, launching big initiatives, or where alignment & culture change are key (e.g., the Introduction and Advanced program leader courses).

Hands-On Activities

White-boards, breakout rooms, physical room set-up, live role-plays, experiential exercises.
 Top Features 

Virtual Learning

In-person training isn't always possible, here's the next best option.

Flexibility

Reduces travel time and cost, making it easier to pull in team members from across various locations.

Accessibility

Allows participants who otherwise couldn’t travel (due to time, budget or location constraints) to engage.

Scalability

Easier to include dispersed teams, stakeholders from different geographies, or frequent/shorter sessions

Adaptability

Virtual formats often allow for breakout rooms, digital polling, chat, recorded sessions for later review.
 Don't Hesitate 

Take Your Team's Customer Experience
Skill & Expertise to the Next Level!

 Customer Experience 

Let's build "better" together

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Write your awesome label here.
Write your awesome label here.
 Achieve youR goals 

Measure, Manage,
and Improve

Over 80% of Caterpillar dealers in North America, as well as manufacturers, value-added distributors, heavy equipment dealers, and service companies across transportation, construction, energy, agriculture, and industrial sectors trust The Daniel Group for their CX feedback and learning strategy programs.

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