Course Duration
3 Days
Generic Business Systems Development
Authorized Training
Business Systems Development
Course cost:
was £1,445
£1,340
Business Systems Development Certification Overview
The need for organisations to continuously innovate and adapt their services to meet the ever-changing, and increasingly demanding, expectations of their customers is more of a challenge today than ever! A seamless service experience for the customer can have a huge impact on an organisation’s reputation, customer acquisition and retention and indeed the company’s overall growth. In the digital age, it has become critical to understand more about the organisation’s customers and what motivates, delights and even annoys them.
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I had absolutely no experience in this field, but Newto Training recognised my potential and supported me every step of the way. The real-life scenarios were invaluable in making me job-ready.
The tutors at Newto are consistently patient, clear and more than willing to help. I couldn't have asked for a better learning environment.
From day one I felt welcomed and supported. The live sessions were interactive and the resources well thought-out. I passed my exam on the first attempt thanks to them.
I was nervous about switching careers but the practical approach and continual 1-to-1 support gave me the confidence I needed to succeed."
The training material was excellent, and the instructors really brought the subject to life with hands-on lab work. I feel fully prepared for the workplace."
What impressed me most was the flexibility and responsiveness of the support team. Whenever I had a question, they were there even outside of normal hours.
The course structure was superb. A great mix of theory and practice delivered at a pace that made sense even for beginners. Highly recommended.
Switching into IT felt overwhelming, but Newto Training made the journey manageable and quite enjoyable. Their coaching style is top class.
I particularly appreciated the way complex topics were broken down into manageable chunks, and the tutor actively encouraged questions at every stage.
The live-taught interactive classes set Newto apart from other providers. It wasn't just video-based learning and the real engagement made all the difference.
The cyber course exceeded my expectations. They've been on hand for everything and are constantly in touch with me
The resources provided were spot on and the teaching style made everything easy to understand. I particularly appreciated the extra help offered when needed.
Enrolling with Newto was one of the best decisions I've made. The job-readiness focus, strong teaching and excellent support all stood out.
I completed my SQL course and now feel confident in my skills. The real-world examples and supportive tutors made it all click.
I've just passed my AZ-900 exam thanks to the support received from Ken in the boot camp and his exam preparation sessions.
I've gained a qualification and the confidence to use it in real-world scenarios.
Their commitment to student success is obvious from the personalised guidance to the quality of delivery. I'd recommend them without hesitation.
Every tutor I encountered was professional, encouraging and keen to see me succeed. That personal touch made a big difference.
I'm now in a role I once thought was out of reach, thank you to the all the team
The bootcamps were excellent, we were given practical projects to complete and I feel so much more confident with my coding skills
I had absolutely no experience in this field, but Newto Training recognised my potential and supported me every step of the way. The real-life scenarios were invaluable in making me job-ready.
The tutors at Newto are consistently patient, clear and more than willing to help. I couldn't have asked for a better learning environment.
From day one I felt welcomed and supported. The live sessions were interactive and the resources well thought-out. I passed my exam on the first attempt thanks to them.
I was nervous about switching careers but the practical approach and continual 1-to-1 support gave me the confidence I needed to succeed."
The training material was excellent, and the instructors really brought the subject to life with hands-on lab work. I feel fully prepared for the workplace."
What impressed me most was the flexibility and responsiveness of the support team. Whenever I had a question, they were there even outside of normal hours.
The course structure was superb. A great mix of theory and practice delivered at a pace that made sense even for beginners. Highly recommended.
Switching into IT felt overwhelming, but Newto Training made the journey manageable and quite enjoyable. Their coaching style is top class.
I particularly appreciated the way complex topics were broken down into manageable chunks, and the tutor actively encouraged questions at every stage.
The live-taught interactive classes set Newto apart from other providers. It wasn't just video-based learning and the real engagement made all the difference.
I had absolutely no experience in this field, but Newto Training recognised my potential and supported me every step of the way. The real-life scenarios were invaluable in making me job-ready.
The tutors at Newto are consistently patient, clear and more than willing to help. I couldn't have asked for a better learning environment.
From day one I felt welcomed and supported. The live sessions were interactive and the resources well thought-out. I passed my exam on the first attempt thanks to them.
I was nervous about switching careers but the practical approach and continual 1-to-1 support gave me the confidence I needed to succeed."
The training material was excellent, and the instructors really brought the subject to life with hands-on lab work. I feel fully prepared for the workplace."
What impressed me most was the flexibility and responsiveness of the support team. Whenever I had a question, they were there even outside of normal hours.
The course structure was superb. A great mix of theory and practice delivered at a pace that made sense even for beginners. Highly recommended.
Switching into IT felt overwhelming, but Newto Training made the journey manageable and quite enjoyable. Their coaching style is top class.
I particularly appreciated the way complex topics were broken down into manageable chunks, and the tutor actively encouraged questions at every stage.
The live-taught interactive classes set Newto apart from other providers. It wasn't just video-based learning and the real engagement made all the difference.
The cyber course exceeded my expectations. They've been on hand for everything and are constantly in touch with me
The resources provided were spot on and the teaching style made everything easy to understand. I particularly appreciated the extra help offered when needed.
Enrolling with Newto was one of the best decisions I've made. The job-readiness focus, strong teaching and excellent support all stood out.
I completed my SQL course and now feel confident in my skills. The real-world examples and supportive tutors made it all click.
I've just passed my AZ-900 exam thanks to the support received from Ken in the boot camp and his exam preparation sessions.
I've gained a qualification and the confidence to use it in real-world scenarios.
Their commitment to student success is obvious from the personalised guidance to the quality of delivery. I'd recommend them without hesitation.
Every tutor I encountered was professional, encouraging and keen to see me succeed. That personal touch made a big difference.
I'm now in a role I once thought was out of reach, thank you to the all the team
The bootcamps were excellent, we were given practical projects to complete and I feel so much more confident with my coding skills
The cyber course exceeded my expectations. They've been on hand for everything and are constantly in touch with me
The resources provided were spot on and the teaching style made everything easy to understand. I particularly appreciated the extra help offered when needed.
Enrolling with Newto was one of the best decisions I've made. The job-readiness focus, strong teaching and excellent support all stood out.
I completed my SQL course and now feel confident in my skills. The real-world examples and supportive tutors made it all click.
I've just passed my AZ-900 exam thanks to the support received from Ken in the boot camp and his exam preparation sessions.
I've gained a qualification and the confidence to use it in real-world scenarios.
Their commitment to student success is obvious from the personalised guidance to the quality of delivery. I'd recommend them without hesitation.
Every tutor I encountered was professional, encouraging and keen to see me succeed. That personal touch made a big difference.
I'm now in a role I once thought was out of reach, thank you to the all the team
The bootcamps were excellent, we were given practical projects to complete and I feel so much more confident with my coding skills
Prerequisites
There are typically no formal prerequisites to take the A4Q CX Analysis certification.
Target Audience
This course is designed for:
- Business analysts
- Customer journey managers
- Business service designers (including business designers and service designers)
- Product managers
- User researchers
Learning Objectives
By the end of this course, learners will be able to:
- Tune in to organization’s customers, action the insights and add value across multiple touchpoints.
- Analyse the organization’s view of CX; the difference between CX and UX and why it matters; customer gains and pains and organizational maturity.
- Understand a seamless, positive customer journey with touchpoints across all digital platforms engages customers and improves customer satisfaction.
- Understand key customer experience analysis techniques for effective business service design
Customer Experience (CX) Analysis Course Content
Introduction to Customer Experience (CX) (10%)
- Define the terminology and concepts relevant to Customer Experience
- Define the following core CX principles
A Framework for CX Analysis and Design (5%)
- Identify and explain the stages of the Customer Experience Framework
Understand the organisations values and strategy (10%)
- Define: core values, core purpose, envisioned future
- Describe the elements of the balanced scorecard
- Explain the use of strategy maps to improve customer experience
- Core CX competencies
Understand the Value Propositions (20%)
- Define the term ‘Value’
- Distinguish between Value Delivery and Value Co-creation
- Distinguish between Value Alignment and Value Misalignment
- Describe the elements of a Value Proposition
- Describe the elements of the Value Proposition Canvas
Research the Voice of the Customer (25%) (K3)
- Define the term ‘Voice of the Customer’
- Define quantitative and qualitative data; define triangulation
- Explain the Customer Experience Research Context
- Describe techniques to research the Voice of the Customer
- Apply techniques to represent the Voice of the Customer
- UX requirements definition
Enhance Customer Experience (20%)
- Describe and apply the processes and techniques that enable Customer Experience enhancement
- Measure and Embed Customer Experience Quality (10%)
- Explain and apply the techniques for CX Quality Measurement
- Explain and apply the Four Organisational Barriers to Customer Centricity (Shah et all)
Exams and Assessments
- The examination leading to the Foundation Certificate in Customer Experience Analysis:
- 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.
- Has a duration of 60 minutes. If a candidate’s first language is not the examination language, the candidate is allowed an additional 25% (15 minutes) of examination time.
- Is a closed book examination and no reference materials may be used while sitting the examination.
-
Assesses competence at levels 1,2 and 3 of Bloom’s Taxonomy of Cognitive Domains. These levels assess competence as follows:
- K1: remember
- K2: understand
- K3: apply
Hands-On Learning
This course includes:
- Instructor-led scenarios, helping develop CX Analysis skills.
- A detailed insight into CX concepts
- Being able to apply useful CX Analysis techniques to drive business innovation.
Customer Experience (CX) Analysis Dates
Next 1 available training dates for this course
OFFER!
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VIRTUAL
QA On-Line Virtual Centre
3 DAYS
|
ALL DAY
Mon 03 Aug 2026
AVAILABLE
was £1,445
£1,340
Advance Your Career with Customer Experience (CX) Analysis
Gain the skills you need to succeed. Enrol in Customer Experience (CX) Analysis with Newto Training today.
