Customer Experience (CX) Management Certificate will give you a wide and comprehensive understanding of all aspects of the discipline. With this course, you will acquire the necessary knowledge, skills and tools to apply your learnings within your organisation.

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Virtual Live Class or Face-to-Face Class
21 Hours
Programme Fees
(Up to 70% SSG Subsidy)

Training Vision Institute is offering the Customer Experience (CX) Management Certificate.

This course provides the deep understanding of the overall aspects of customer experience—what it is, what it is now, its key principles and benefits, as well as its framework.

We are living in the digital era, where businesses are more customer-focused. The customer-centric economy requires professionals who understand what it means to have an excellent customer experience and have the necessary skills to provide it. This short programme will give you all the information you need to know to address this need.

It contains only 1 module which may be completed in a total of 21 hours.

Upon successful completion of the course, you will be awarded a Statement of Attainment (SOA) by SSG and a Professional Certificate in Customer Experience by CX Academy.

Customer Experience Management for CX (Classroom and Asynchronous E-learning)
Course Ref. No.: TGS-2021005537
Eligible for Claim Period: 08 Jun 2021 - 07 Jun 2023

Online Learning (12 hours)

1. Introduction To The Professional Certificate In Customer Experience

Understand what Customer Experience is, what it is not, the key principles, and the crucial elements that will transform your organisation.

2. Understanding The Benefits Of Customer Experience

In an increasingly competitive marketplace learn a completely revolutionary way of acquiring new customers and understand how CX can help your organisation stand out from the crowd.

3. The CX Framework

Understand our unique customer framework that underpins CX Excellence.

1st Assessment

4. The Customer Journey

Understand the importance of every interaction across every touchpoint that a customer has with an organisation. Learn how each interaction in the journey contributes to the overall customer experience.

5. CX In Action

Understand how staff, outsourced partners, digital innovation, and data will transform your customer experience, including metrics such as NPS, CSAT, and Net Easy.

6. Your Four Stages To CX Excellence

Creating a CX success strategy to implement in your organisation tomorrow.

2nd Assessment

Classroom Learning (9 hours)

1. Determine Customer Needs Through Analysis

Learner is able to analyse customer data and research to ascertain implications on organisation’s products and marketing strategy and apply customer segment analysis tools to understand makeup, requirements and buying patterns of different segments.

2. Develop Initiatives for Customer Experience

Learner is able to propose customer engagement initiatives for specific products based on insights and align specific customer engagement activities with overall customer journey.

3. Examine Customer Engagement Initiatives to Determine Satisfaction

Learner is able to determine indicators to capture and measure customer engagement via various indicators and tracking methods.

Final Assessment (1 hour)

Minimum Entry Requirements

•Minimum Diploma level

•Have a comprehensive understanding of the organisation’s vision, mission, values and business goals

•Have 3 years of supervisory experience in a service-related capacity


English Language Requirement

•GCE ‘O’ English (minimum C6 grade) OR

•Workplace Literacy (Advance Level) Level 4/5

  1. The assessments are multiple choice, drag and drop, etc and is to be done online.
  2. The duration is 1 hour and there are a total of 50 questions each.

*Learners have maximum 3 months to take and re-take the assessment

*If learners are unable to pass after 3 months, they will need to retake the whole CX module to get the CX Certificate.

Full Course Fee*


Up to 50% SSG Subsidy** (Singaporean 21 to 39 years old or Permanent Residents)


Up to 70% SSG Subsidy** (Singaporean aged 40 years old & above)


*All prices are inclusive of 8% GST. GST are based on full course fees, before SSG funding.

**Current prevailing SkillsFuture Singapore (SSG) funding applies to Singapore Citizens or Singapore Permanent Residents. 
Please refer to SSG Training Grants Incentives website for the latest information.

1. Singaporeans and Permanent Residents have to meet the following conditions to be eligible for SSG fund, failing which the 
participant will be liable to pay the full course fees to Training Vision Institute.

a) Met minimum 75% in attendance and in E-learning hours

b) Qualify as Competent in all WSQ Assessments

c) Met other SSG eligibility criteria

2. Singapore Citizens can use their SkillsFuture Credit (SFC) to offset the course fee after subsidies.
3. Participant with Post-Secondary Education Account (PSEA) can apply to use the PSEA fund for the course fee.
4. Fee Protection Scheme (FPS) are not included. A non-refundable application fee of $53.50 for local students and $214 for international students will apply.

5. SkillsFuture Singapore course funding level has been revised from 1st January 2022. For complete information please visit SSG website or download the information here. Please speak to our Course Consultants to confirm your course fees.

Commencement Date:

Questions? Check the frequently asked questions below.

For face-to-face class, a hard copy learner’s guide will be given, for L1 and L3 modules. For L4 and L5 modules, materials are available in TVI Online (Learning Management Systems).

Our course consultant will advise you if you need to bring along a laptop. You also have the option to loan a laptop from us for the duration of the course. You may also want to bring along a jacket in case the room gets cold.

For online classes, do ensure you have a functional laptop and have Zoom installed prior to class.

You are required to have basic computer navigational skills such as opening and closing, dragging and dropping, copying and pasting of files.

In partnership with Fish4Talents, Training Vision Institute's subsidiary for career coaching and talent solutions provider, we will provide learners exclusive career coaching upon completion of modules.

Yes, we have funding available for self-sponsored (individuals) - up to 50% or 70% funding, and company-sponsored (SME or Non-SME). For more information, you may visit here.

You can sign up for this course through this link. Once you have registered for the course, our course consultant will follow up with you via email regarding your course registration.

Once you have registered for the course, you will receive a detailed step-by-step user guide on how to claim your SkillsFuture Credit. Our course consultant will be able to assist you if you require any help along the way.

If you are still unsure whether this course is suitable for you, please leave your contact details here. A course consultant will get in touch with you to recommend the appropriate course(s) based on your learning objectives.


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