Mastering Customer Experience

Customer Experience Practitioners Professional Development and CCXP Exam preparation

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Why Mastering Customer Experience matters?

As seasoned CX practitioners, we know how hard it can be to transform a business and make it truly customer obsessed. It requires an equally disciplined and sophisticated approach whether you are starting, accelerating or resetting your customer experience programme. We have collected and distilled all of our knowledge and experience and proudly introduce the training program of Mastering Customer Experience.

This programme is designed to introduce customer experience management, its competencies, frameworks, methods and tools you can use to maximise customer loyalty within your or your customers’ organisation.


We are very proud to be among the Recognised Training Providers of the Customer Experience Professional Association (CXPA).

Mastering Customer Experience is also designed to prepare candidates to the Certified Customer Experience Professional (CCXP) exam.

Our training program offers detailed knowledge using the globally recognised CXPA competencies and real-world case studies for B2C and B2B applications:

  • Customer Experience Strategy
  • Customer-Centric Culture and Accountability
  • Voice of the Customer, Customer Insight, and Understanding
  • Experience Design, Improvement, and Innovation
  • Metrics, Measurement, and ROI

It’s NOT about the software,
NOT about the metric,
NOT about the approach.

Improving customer experience STARTS WITH A GREAT CX PROFESSIONAL, empowered by their organisation.

Take control of your career

It is about you and you becoming a great CX professional with:
  • the career of your choice
  • a powerful and lively community
  • solid credibility and content
  • and to be empowered by your CEO and organisation.
Practitioner benefits:
  • Validates credibility and expertise of customer experience
  • Provides a framework for the advancement of the CX processes
  • Increase recognition as a skilled CX practitioner
  • Demonstrate commitment to continuous improvement

“We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.”
– Jeff Bezos

Your CX program requires a superb team of individuals who possess the knowledge and experience from the field. With this newly designed training course we Give your whole team the skills and knowledge they need to bring effective innovation to your CX efforts. This course will also help your colleagues accelerate their professional development and step closer to their CCXP certificate. By doing so you will further enhance your employer branding. Key benefits for the business:
  • Identifies employees and candidates who possess CX expertise
  • Demonstrate an organization’s commitment to CX excellence
  • Enhances services provided from a quality and financial perspective
  • Ensures ongoing professional development of employees

Grab a copy of our brochure for more information


    3rd - 4th May 2022



    Online course

    31th May - 3rd June 2022



    Online course

    18th - 21th Oct 2022* 08.30-12.30 CET

    (in English)

    Standard price:


    Early-bird price:


    VAT may apply


    Online Course

    7th - 10th June 2021


    Classroom Bucharest

    21st-22nd Sept 2021


    Classroom Budapest

    24th - 25th November 2021


    Classroom Paris

    9th - 10th Feb 2022


    Optional personalised follow-up coaching available after all courses. Early bird pricing valid till 30 days before the course. *Max. 15 participants per course. **Max. 30 participants per course.
    Beside our open courses we offer highly personalized and memorable inhouse training on demand. It is our customers’ favorite! For further information and pricing, please contact us.

    Olivier Mourrieras

    Olivier provides through Paris-based CX-Impact, personalized advice and coaching support for leaders who want to start, accelerate or reboot their customer experience strategies.


    Laurence Body

    Laurence is an expert in customer experience management and human-centred design. She runs X+M, a studio that helps old economy players, public administrations and territories to innovate through customer experience and human-centred service design.

    Virginie Mallié

    Virginie runs all the events, training coordination and back-office functions at CX-impact. She is also the founder of V2M which provides Administrative and Human Resources support to medium size businesses.

    Balazs Szabo

    Balazs Szabo is one of those rare breeds with the combination of competencies and expertise in lean six sigma, customer experience and digital.


    CX-impact 2024 - All right reserved. Created by Laszlo Vincze

      Mastering Customer Experience
      Classroom Bangkok

      2nd - 3rd July 2024 08.30-16.30 ICT


        Mastering Customer Experience
        Classroom Bangkok

        2nd - 3rd July 2024 08.30-16.30 ICT


          Mastering Customer Experience classroom Paris

          30th Nov - 1st December 08.30-16.30 CET


            Mastering Customer Experience
            Online course

            18th - 21st Oct 2022 08.30-12.30 CET


              Mastering Customer Experience
              Classroom Athens

              3rd - 4th May 2022 08.30-16.30 CET


              Get in touch

              If your interest is urgent, please use the telephone number listed below. Otherwise, we will reply by email as soon as possible. We are here to help!

                Olivier Mourrieras

                Founder, CEO of CX-impact, former Board Advisor at E.ON Global Customer Experiance

                Olivier is the founder & CEO of CX-Impact, which provides advice and coaching support for leaders who want to start, accelerate, or reboot their customer strategies. CX-impact is a CXPA recognized training provider since 2020.

                Olivier is a senior practitioner and he has spent the last 6 years supporting exec leaders across many industries to deliver the value uplift from experience. He served as a CX practitioner Chief Customer Officer at Orange Business Services (London, UK) and at E-ON (Essen, Germany). The programmes Olivier led transformed organisations with multiple regions, products, channels and functions and are often used as showcases.

                Olivier is a regular conference speaker, co-author of Customer Experience 3, Amazon #1 in the US, UK and Germany in Marketing, Strategy and Customer Service in 2021. 

                Olivier is a BAIN & COMPANY Independent Advisor.

                Benoit Rengade

                CEO & Founder, CX Elements; AFM Telethon Board Member

                Benoit has been serving as Voice of Customer Director for Michelin Group from the creation of this role in 2016 to 2022. In 2021, under the sponsorship of the Executive Committee, he drove Michelin to develop and deploy a training on sustainability specially designed for Salespeople.

                Benoit has served in several senior sales functions between 2000 and 2016, primarily in B2B markets, notably in the Nordics, Japan and Korea. Benoit regularly teaches Customer Experience at Essec Executive Education (Paris) and Hochschule Wirtschaft Zürich. Prior to joining Michelin, he spent 4 years in New Caledonia in the tuna fishing industry, and 3 years in business development functions at Total Petroleum.

                Benoit is also Vice President of a major French charity, AFM-Telethon, involved in medical research and gene therapy.

                Benoit is a BAIN & COMPANY Independent Advisor.

                Balazs Szabo

                Former Head of Customer Experience and Digital Development at E.ON Hungaria

                Balazs Szabo is one of those rare breeds with the combination of competencies and expertise in lean six sigma, customer experience and digital. He adds huge value when it is about:
                • Putting the customer into the heart of the operations and help the entire organization adapt.
                • Applying service design principles to implement new services and products or redesign core business processes.
                • Saving time, costs, and waste, incorporating latest Lean Six Sigma tools and techniques.
                • Driving big change programs involving cross functional teams and organization in complex corporate environment.
                • Balazs partners with CX-impact in the delivery of the CCXP training globally.

                Masterclass Paris 2021

                Masterclass Bucharest 2021