CX Foundations

Brands have embraced CX as a growth engine, building up teams of internal and outside hires to lead initiatives aimed at creating better experiences for customers. In a blossoming field such as CX, it’s common to find inconsistencies in skill sets and knowledge. In order to effectively drive CX initiatives forward, all CX team members need a consistent working knowledge of customer experience concepts.

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Forrester’s CX Foundations course offers employees the opportunity to learn the core CX skills needed to initiate and orchestrate end-to-end CX projects. Employees will demonstrate their competency through hands-on activities that result in deliverables that can be put into practice immediately in a real-life CX program.

Enjoy A Dynamic Certification Experience

  • Access concise, snackable content on demand in a digital learning platform.
  • Engage with fellow practitioners and champions in our social learning platform to share challenges and exchange ideas.
  • Access a CX toolkit with templates useful for practical application after the course.
  • Receive a signed certificate and badge that can be shared with social networks upon completion of the CX Foundations course.

Learn The Foundations Of CX

Crafting A CX Vision

Identify the elements of a brand-rooted CX vision that is authentic, inspiring, and mobilizing.

Building A Customer-Centric Culture

Explore the essential steps to culture change and how to sustain momentum over a long transformation.

Conducting CX Research

Discover how the right research methods and planning help drive customer centricity, and how to get the insights you need to succeed.

Journey Mapping Like A Pro

Unlock the seven steps to successful journey mapping to increase ROI and fuel transformation.

Measuring CX

Learn how to establish or improve your CX measurement program to truly measure CX quality from the outside in.

Storytelling The CX Business Case

Build powerful business cases for your CX initiatives through the art of storytelling and the science of ROI modeling.

Enroll In An Upcoming Course

Meet Our Team

Ryan Hart

Principal Analyst

Sam Stern

Principal Analyst

Maxie Schmidt

Principal Analyst

TJ Keitt

TJ Keitt

Senior Analyst

Harley Manning

Harley Manning

VP, Research Director

Kelly Price

Kelly Price



What It Means: A Forrester Podcast

Understand the major changes impacting executive priorities.

What It Means: A Forrester Podcast

Complimentary Two Week Trial Of CX Foundations’ Journey Mapping Lesson

Thank you for your interest in our CX Foundations course. You can now access your CX Foundations course demo on your mobile phone, iPad®, or desktop. We will be in touch with more information about our CX Foundations course and to answer any questions that you may have.

We’re here to help! For demo support, you can reach us at To learn more about upcoming dates, pricing options and more, please contact us at