DCXT · ADVANCED DIGITAL CX

Digital CX Transformation

3-day programme for CX, digital and transformation leaders who lead customer-experience-driven digital transformation, from strategy and architecture to delivery, ROI and governance.

3

DAYS

12

SECTIONS

14

FRAMEWORKS

6

ROADMAP STEPS

Lead with customer outcomes

Digital CX Transformation is a three-day advanced programme for CX leaders, digital transformation professionals and senior managers. It addresses a common failure: organisations that lead digital transformation with technology rather than customer experience struggle to realise a return. Across twelve sections, delegates learn to align business, CX and digital strategy with the Strategic Alignment Triangle and the Digital CX Strategy Canvas, design omnichannel journeys and composable, experience-layer-first architectures, and run programmes with hybrid agile and waterfall governance. They also apply AI and GenAI for measurable CX impact, build business cases that prove value to the board, and manage risk, compliance and change. Delegates leave with 14 frameworks and templates and a six-step Digital CX Roadmap.

3 days

09:00 to 17:00 daily, twelve sections

In-person or virtual

Live instructor-led, with workshops and case studies

Completion-based

Full attendance and active part in workshops and exercises

ICXI Certificate

ICXI Digital CX Transformation Certificate on completion

The three-day agenda

Day 1 sets the digital CX strategy and experience architecture, Day 2 covers programme design, AI, channels and data, and Day 3 tackles change, business cases, risk and sustaining excellence beyond launch.

Day 1 · Strategy & Vision

D1

The Digital CX Imperative

Why digital transformation fails when technology leads, the Transformation Gap Framework and a self-assessment against the five-level Digital CX Maturity Model.

D1

Digital CX Strategy Design

Align business, CX and digital strategy with the Strategic Alignment Triangle, then complete your own one-page Digital CX Strategy Canvas in a workshop.

D1

Customer Understanding in a Digital World

Mobile-first and multi-channel behaviour, generational expectations, and an exercise building a data-driven persona and an omnichannel journey map.

D1

The Digital Experience Architecture

Design the experience layer before the technology layer, using composable, API-first architecture and the five-layer CX Architecture Blueprint.

Day 2 · Execution & Delivery

D2

CX-Led Transformation Programme Design

Programme office, steering committee and workstreams, the hybrid model of waterfall strategy and agile delivery, RAID management and a communications cadence.

D2

AI & GenAI in CX Transformation

Six practical AI applications in CX, GenAI risks such as hallucination and bias, responsible AI governance and the AI Readiness Assessment Matrix.

D2

Channel Transformation & Omnichannel

Channel audits and rationalisation, self-service optimisation, phygital experiences and the five-phase Channel Migration Maturity Model, with deflection ROI balanced against NPS.

D2

Data-Driven Decision Making

CX data strategy, unified customer profiles and an experimentation culture, with a workshop designing a six-dimension CX analytics dashboard for your organisation.

Day 3 · Governance, Change & Sustainability

D3

Change Management for Digital CX

Stakeholder mapping of champions, blockers and fence-sitters, role-based training, the six-factor Change Readiness Assessment and early wins in the first 90 days.

D3

ROI, Business Cases & Investment

Outcomes-first business cases for revenue, cost and risk, ROI frameworks including payback and NPV, and a worked three-year model with phased investment gates.

D3

Risk, Compliance & Cybersecurity

Five categories of digital risk, data privacy under GDPR and PDPL, AI bias auditing, escalation design and a working Digital Risk Register.

D3

Sustaining Digital CX Excellence

Post-launch stabilisation, insight and optimisation, the 70/20/10 resource model, future trends and a digital-first banking case study with three-year results.

D3

Your Digital CX Roadmap: From Training to Action

A closing workshop that turns the programme into a six-step action plan, from training to delivery, ahead of programme close and certification.

Who it is for, and what you gain

Who should attend

  • Chief Customer Officers, CX Directors and Chief Digital Officers leading digital transformation
  • Digital transformation leads, and programme and project managers leading digital change
  • CX managers, customer journey owners, product owners and experience designers
  • IT and technology leaders responsible for the platforms behind digital CX
  • Marketing, communications, strategy and innovation leaders managing digital channels and change

What you will leave with

  • A clear diagnosis of why digital transformation fails without a CX focus, applied to your own organisation
  • A digital CX strategy built with the Digital CX Strategy Canvas and the Strategic Alignment Triangle
  • Data-driven personas and omnichannel journey maps across digital and physical touchpoints
  • A composable, experience-layer-first CX architecture approach built on API-first principles
  • Responsible AI and GenAI deployment, channel migration planning and a CX analytics dashboard design
  • A board-ready business case method covering ROI, NPV, payback and phased investment gates
  • Programme governance, change readiness and risk register tools to sustain digital CX beyond launch
  • The ICXI Digital CX Transformation Certificate, 14 frameworks and templates and a six-step Digital CX Roadmap

How it fits the Academy pathway

DCXT is an advanced programme. Delegates should have a working understanding of customer experience principles and some exposure to digital transformation or technology-led change. The CX Professional Diploma or equivalent professional experience is recommended but not required. Those newer to CX can start with the CX Foundation Course, and C-level leaders wanting a one-day strategic view can take the CX Executive Masterclass. To go deeper on specific themes, see Responsible AI in CX, Digital Channels CX Excellence Practitioner and Omnichannel Customer Journey Specialist.

Book a place on Digital CX Transformation

Reserve a public cohort seat, or arrange an in-house cohort for your CX and digital transformation leadership team. The ICXI team will come back to you with dates and details.

Frequently asked questions

It is for professionals who lead, design or govern digital transformation where customer experience is a strategic priority. That includes Chief Customer Officers, CX Directors, Chief Digital Officers, transformation leads, CX managers, journey owners, product owners, experience designers, IT leaders for CX platforms, programme managers, and marketing, strategy and innovation leaders.

The course runs over three days on a 09:00 to 17:00 timetable and covers twelve sections, four a day. It is instructor-led, in person or virtually with a live instructor, and combines lectures with workshops, case studies and applied exercises, ending with a roadmap workshop on the final afternoon.

Assessment is completion-based. Delegates who complete the full three-day programme and actively participate in the workshops and exercises receive the ICXI Digital CX Transformation Certificate, which is presented at the programme close on Day 3.

Delegates receive 14 tools, including the Digital CX Maturity Model, Digital CX Strategy Canvas, Strategic Alignment Triangle, persona and journey mapping templates, CX Architecture Blueprint, AI Readiness Assessment Matrix, Channel Migration Maturity Model, Change Readiness Assessment, a three-year ROI Calculation Framework, a Digital Risk Register template and a six-step Digital CX Roadmap.

You should have a working understanding of customer experience principles and some exposure to digital transformation or technology-led change. The ICXI CX Professional Diploma or equivalent professional experience is recommended, but it is not a requirement for booking a place on the course.

DCXT is an advanced programme that builds on CX fundamentals, ideally the CX Professional Diploma or equivalent experience. It suits leaders who already know CX and now need to lead digital change. Practitioner courses on responsible AI, digital channels and omnichannel journeys let delegates go deeper on individual themes covered in the programme.