We’re thrilled to unveil the next step in our CX Intelligence Academy series —two brand-new, completely free courses designed to help transform your approach to customer retention and experience.
These courses were built with a deep understanding of the critical role customer retention plays in sustainable business growth. What if you could pinpoint exactly why and where customers churn—and take action to stop it? With over 15 lessons of content, two online assessments and industry-recognized certifications awarded on completion, these courses are designed to help you do just that.
What’s New in the CX Intelligence Academy?
Back in April, we launched the CX Intelligence Academy to equip leaders, CX, Product and Insights professionals with skills to better connect their customer insights to business impact. Since then, hundreds of professionals have enrolled, mastering tools and strategies to improve their CX initiatives.
Now, we’re taking it a step further with two additions designed to help you deepen your expertise and address critical challenges in CX:
- Retention Analysis: Learn how to uncover why customers leave and take actionable steps to keep them coming back.
- Customer Journey Mapping: Map out critical touchpoints in the customer experience, identify feedback gaps, and create customer-centric journeys.
Whether you’re starting from scratch or refining an established CX strategy, these courses are tailored to provide actionable insights and practical tools that can make an immediate impact.
Why These Courses Matter
Customer retention is more than just a metric, it’s the foundation of sustainable growth. Retention Analysis is built for leaders looking to address one of the most pressing challenges to achieving this - customer churn. Even small improvements in retention rates can lead to significant increases in revenue and profitability. This course equips you to:
• Analyze the key drivers of churn and loyalty.
• Prioritize retention actions based on measurable $-impact.
• Build strategies that foster long-term customer relationships.
In order to effectively deliver either the Retention use case or any other CX improvements, it’s essential to have a good foundation in how you collect customer feedback across your entire customer journey. That’s where Customer Journey Mapping comes in. By helping you identify and close gaps in your feedback collection, this course enables you to:
• Gain a comprehensive view of the customer journey.
• Discovering actionable insights to improve satisfaction and engagement.
• Align teams around a unified feedback strategy.
Together, these courses provide the frameworks you need to address retention challenges and optimize your customers’ experience at every stage of their journey.
Who Should Take These Courses?
• Retention Analysis: This course is essential for CX leaders, insights analysts, and business leaders looking to reduce churn.
• Customer Journey Mapping: Designed for customer success managers, insights and CX professionals who want to optimize their feedback architecture and enhance customer journeys.
Upon completion of the assessment at the end of each course, both award an industry-recognized certification which demonstrates your expertise.
Meet Your Course Instructors
Your course instructors for Retention Analysis and Customer Journey Mapping are some of the best minds in the CX scene. Together, they make up the XLG Consultants - combining years of CX experience to form a powerhouse of a team.
Dave Ascott
Strategy Lead
Dave leads on Experience-Led Strategy at Chattermill, and has spent the last 8 years working with some of the world’s most customer-centric organizations.
Dmitry Isupov
Co-Founder of Chattermill
Dmitry co-founded Chattermill back in 2015, and has over a decade of experience helping companies get results from analyzing their customer feedback.
Danielle Mitchell
Experience-Led-Growth Consultant
Danielle works as Chattermill’s specialised XLG consultant, bringing over 10 years of experience working in the customer experience industry, with brands such as Uber, EON and Tesco.
Your Next Step in CX Mastery
These courses, like all offerings in the CX Intelligence Academy, are completely free and designed to fit into your schedule with flexible, self-paced learning. Alongside Retention Analysis and Customer Journey Mapping, you’ll also find our original courses: CX Essentials, Product Returns Analysis, A Guide to Experience-Led Growth and Voice of the Customer Metrics Analysis. Whether you’re looking to understand customer feedback fundamentals, optimize returns data, or improve your NPS and CSAT scores, the CX Intelligence Academy has something for every CX professional.
Get Started Today
The CX Intelligence Academy is your gateway to mastering data-driven customer experience - and it’s completely free. Sign up today to start learning and get certified.
