Why levels—not a generic syllabus
The customer experience skills needed on the front line are different from those required in the boardroom. The model prepares people for the decisions their roles actually demand.
The five levels
CAX BasicsCustomer Experience FundamentalsAvailable
CAX ManagerCustomer Experience ManagementAvailable
CAX LeaderCustomer Experience Design and MeasurementAvailable
CAX ExecutiveCustomer Experience LeadershipAvailable
CAX BoardCustomer Experience StrategyAvailable
What the model is built on
It draws on the live operation of voice-of-customer programs in major organizations, peer-reviewed research, and nearly 30 years of consulting practice across four continents.
What it is not
It is not product certification. It does not train people on a specific tool, and it does not substitute for experience.
To explore the CAX pathway, email Carlos Espinosa.