Lean CX Online Certification

Scale your impact. Deliver remarkable.

The Lean CX Online Certification teaches you how to use proven lean management thinking to improve the customer experience. You will learn how to design and market-test valuable new customer experiences, ready for scalability.

The Lean CX Online Certification shows you how to apply proven tools from agile management to the customer experience innovation problem using in depth, real life examples.

Develop an agile approach to CX that’s tailored to your own organization’s current stage of maturity as you enhance the experiences that delight customers and drive business.

Walk away with a concrete plan for customer innovation that is validated by the market, and can be scaled and rolled out across your organization.

Self-paced eLearning, tailored to fit work and life.

Complete the program to achieve Lean CX Practitioner Certification (LCXP).

If you don’t achieve at least a 10x return on your education investment, we will provide you with a 100% refund. Details on our guarantee are below.

Download the pitch deck

Use this pitch deck and email template to get the budget to increase your CX skills capability. We’ve just saved you 5-10 mins. Go grab that cup of tea…

Right now

The Customer Team are committed to making a difference for the organisation, however the current approach to improving our customer experience is too slow, too 'ideas based', and not sufficiently action oriented. We understand our customers and know there is scope to add increased value to the organisation. The Customer Team require a new framework to design, test and deliver experiences that will differentiate us in the market.

The solution: Lean CX

Lean CX is a new methodology that brings agile management together with customer experience to enable organisations to achieve real value and cut through. The methodology was developed after extensive research and testing by published experts in customer experience.

Using real world applications to introduce next generation design tools based on proven concepts from strategy, marketing, psychology and creative problem solving, this online training program is based on Lean CX: How to Differentiate at Low Cost and Least Risk by Robert Dew, Bill Russell, Cyrus Allen and George Bej.

It provides the Customer Team with a step by step approach to quickly design, test and deliver new CX innovations. This is how we can add impact.

This practical course describes how the tools from lean management can be applied to the CX innovation problem. The course draws on hundreds of CX design and strategic innovation projects across a range of industries, both B2B and B2C, from primary research through client work and secondary case studies available in the public domain. The cases share what worked really well and where CX failed. The content goes beyond what actually happened to present an idea of what might be possible with the right design approach and committed resources.

• Actionable online course taught by world-class CX leaders.

• Apply the learning directly to your role or business.

• Proven methodology that combines scientific research with practical testing.

• Disrupts the long, expensive traditional CX methodology most practitioners are currently using.

• Designed to add a valuable new revenue stream to your business.

Learning outcomes

Apply the Lean CX Framework to new business contexts to achieve proven impact.

• Prepare and align by getting organisational buy-in for new CX change initiatives.

• Clarify the business problem and opportunity.

• Find an Adjacent Market Position.

• Design Minimum Viable Initiatives (MVIs).

• Refine and validate Minimum Viable Initiatives by testing it with real customers.

• Understand how to validate, iterate and scale CX innovations that deliver a return.

Learning design

Self-paced, online learning platform. Videos and transcriptions. Downloadable worksheets. Snack-able content (bite off as much as you need, when you need it). Mobile enabled, so you can learn from anywhere. Dive into the content where it adds the most value, now.

Includes the Lean CX Express Route that skips the theory and focuses on what you need for results right now.

139 snackable modules across 7 categories including videos, action based worksheets, case studies, assessment quizzes and opportunities to apply your knowledge.

Includes a downloadable Lean CX Toolkit, including the Lean CX Canvas.

The content is designed like a map, to be entered at the most useful point, as needed.

To fast track your skills and impact, take the Lean CX Express Route to Scale.

Content areas

Why: The Case for Change

Everything you need to help pitch the ‘Case for Change’ to your organisation.

Including: Why CX is your best path for growth; Finding the opportunity inside a changing economic environment; and Why traditional CX doesn’t work.

What: Frameworks for Cut-through

The ideas generation scaffolding you need to build your new initiative.

Including: Human Centred Design; Cognitive Psychology; Innovation; and Value Stream Mapping.

How: The Lean CX Innovation Process

The step-by-step process you and your team need to undertake to get to a tested initiative, ready to scale.

Including how to: Prepare and align the team; Find an Adjacent Market Position; Design your Minimum Viable Initiative; Refine and validate your offer.

BONUS STRATEGY CONTENT

Explore and Exploit

Customer strategy innovation approaches, from ambidexterity to new paradigms for organisational innovation.

Lean CX Online Certification

Get certified in the new methodology that disrupts traditional CX.

Each module includes a short assessment quiz. Complete the assessment and you will become certified as a Lean CX Practitioner (LCXP).

You will receive a digital certificate from the CX Institute with your name, the date completed and your qualification to apply the Lean CX Methodology as a Lean CX Practitioner (LCXP).

Timeframe

To achieve the Lean CX Practitioner (LCXP) Certification:

Allow approximately 7 hours to complete the online training, including the certification assessment quiz.

To apply the Lean CX method to your organisation:

Allow approximately 24 hours over 12 weeks.

You will need to complete 7 hours of online training (we recommend you take the short quiz after each module to solidify the learning) then apply the learning directly to your business using the frameworks and Lean CX Toolkit.

We recommend you allocate 2 hours per week over 12 weeks to apply the Lean CX process to your organisation. By week 12, you should have at least one valuable new customer experience initiative, ready to scale.

What you will walk away with

• A tried-and-true methodology to design and test new CX initiatives, ready to scale inside your organisation.

• Market tested proof that your initiatives are valuable and will be successful when scaled.

• The confidence that you can create new revenue inside any organisation with customers.

• Lean CX Practitioner certification that demonstrates your CX innovation expertise and education investment.

10x Return Guarantee

If you have not achieved at least a 10x return on your education investment and email us with proof inside 365 days, we will provide a full refund for the online course costs.

In order to qualify for a refund, you must have:

• Completed course and the certification assessment

• Can show us how you have applied each step in the training to create a Lean CX Minimum Viable Initiative, including market-test and iteration stages; and

• You have not achieved at least a 10x return on your education investment; then

  We will provide a full refund for the online course costs.

Email us within 365 days of your enrolment date, including proof that you did the work in the course and it did not work for you.

Lean CX Coaching

Invest in additional support to level-up your team's action and impact.

Ideal to support Team Leaders and High Performers.

Expert one-on-one coaching sessions supports the Lean CX Online Certification and will help apply each stage of the Lean CX Framework directly to your organisation.

4 x 1 hour sessions on Zoom with a Senior Level Coach.

Your Coach will be spending time outside of the sessions to prepare individualised, sector specific examples, training material and activities.

Presenter

Dr Robert Dew, Program Designer and Lead Author

Robert is a leader in customer experience innovation, with over 20 years’ experience structuring companies for growth. He was a start-up founder in over 40 businesses and ‘retired’ at 32. Enterprises including Volvo, Nissan, BankWest, KLM Royal Dutch Airlines, Chandler Macleod, WorleyParsons, Janssen Pharmaceutical and Seek have brought Rob in to help them innovate. He is the author of ‘Customer Experience Innovation: How to get a lasting market edge’ and ‘Lean CX: How to Differentiate at Lowest Cost and Least Risk’. He has a PhD in Cognitive Psychology and has taught business leaders in MBA programs at 8 universities across Europe, Asia and Australia.

Recommendations

What I like about the Lean CX course is that it provides a very simple framework that gets straight down to the business of creating genuine shared value. It leverages modern design and ways of working whilst drawing on a few tried and tested tools – the old and the new work well together. Where so much is changing the Lean CX Framework presents a tangible solution as opposed to ‘lots of ideas’ and minimal action i.e. where CX initiatives often find themselves today.

— Customer Experience Manager, Banking

Have recently completed the LeanCX Certified Practitioner course. Dr Rob is a fantastic presenter and kept me engaged with many true to life examples and how to apply Lean CX quickly with maximum impact. I have been successfully applying the Lean CX concepts across a range of clients with the supporting materials. Highly recommend the course.

— Customer Innovation Consultant

I have just completed Lean CX Online Certification.  I loved the format which offered a quick "Express Route"  plus the full Certification course.  Full of real world examples of Lean CX tools in action, along with a complete Toolkit of templates to use in your own business.  I was so impressed with the practicality of this disruptive approach to CX.  If you are looking for an edge in your role as a CX professional, this is it.

— Operations Manager, Insurance

The course made me rethink what I knew. It challenged me to go deeper and discover more about my customer.

— Board Director and Consultant

The coaching helped me really apply the learning to my business.

— Customer Experience Manager, Aged Care

Rob created a framework that helped us uncover what our clients really needed.

— Director, Family Owned Business

I had a great opportunity to learn about innovation in Customer Experience. Being a marketer, I feel it’s very important to know your customer well and the Lean CX Course helped me to understand the customer needs in the most effective way.

— Marketer

Brilliant course, insightful and thought provoking.

— Claims Leader, Insurance

Powered by CapFeather

Developed with CapFeather Customer Strategy and Innovation Consulting.

Follow us on Instagram