Our Story
About us
What does CX Centric do?
CX Centric offers certified training in Customer Experience Foundations, Customer Experience Leadership, and Customer Experience Analysis.
We exist to support Customer Experience Professionals around the globe, enabling them to design and deliver better experiences, and drive business growth.
We host regular events in the form of CX Centric Conversations.
We have industry recognised frameworks and assessments.
And! We are here for you! Get in touch if we can help in any way.
Our Story Starts in early 2019
Jonathan Daniels officially opened CX Centric, with the ambition of supporting organisations to become ‘customer orientated’ and see things from the customers perspective. He understood the power of customer centricity as a means to drive business growth.
During 2020 CX Centric co-founded CX Brussels, a networking platform in Belgium for CX Professionals. They also founded CX Centric Conversations – international interactive discussions around Customer Experience.
In 2020 we employed Bongani Ncube who has now become Principle Analyst at CX Centric. Bongani continues as a legendary part of the CX Centric movement to this day.
2021 CX Centric land their first enterprise client, Federale Assurance based in Belgium. CX Centric rolled out their Customer Centricity maturity assessment and established a multi-year roadmap for the company. This led to the appointment of a Customer Experience manager and additional investment into a Voice of Customer platform.
In 2023 CX Centric launched the first State of Customer Centricity 2023. This was a global research project focused on understanding trends and challenges in Customer Centricity, as well as the global outlook on the topic. 2023 was also the year of the first CX Centric Summer School.
In 2025 CX Centric launched two Certifications CX Centric Leader and CX Centric Analyst. These were awarded to participants in CX Winter School 2025.
Our Mission and Core Values
Our mission is to support Customer Experience professionals worldwide through training, certification and events.
Why investing in customer experience education is important?
Training staff in Customer Experience Management (CXM) is crucial for organizations aiming to build long-term customer relationships, increase loyalty, and differentiate themselves in a competitive market. Here’s why it matters:
Competitive Advantage
In industries where products and prices are similar, superior customer service can be the key differentiator. Investing in CX training helps businesses stand out.
Enhances Customer Satisfaction & Loyalty
Well-trained employees understand customer needs, expectations, and pain points, leading to better interactions and higher satisfaction. Happy customers are more likely to return and recommend the business.
Increases Revenue & Reduces Churn
A positive customer experience directly impacts retention and sales. Studies show that loyal customers spend more and are less likely to switch to competitors. Reducing churn saves acquisition costs and boosts profitability.
Strengthens Brand Reputation
Customers today share their experiences online. Training staff ensures consistency in service, leading to more positive reviews and a stronger brand image.
Empowers Employees & Boosts Morale
When employees are trained to handle customer concerns effectively, they feel more confident and engaged in their roles. A customer-centric culture also fosters teamwork and a sense of purpose.
Improves Problem-Solving & Efficiency
Trained employees can anticipate issues, resolve complaints quickly, and offer personalized solutions—leading to smoother operations and better time management.
Aligns the Organization with Customer-Centric Goals
Training ensures that everyone, from frontline staff to leadership, understands the importance of customer experience (CX) and contributes to a unified strategy.
Keeps Up with Changing Customer Expectations
Customer preferences and behaviors evolve. Regular CX training helps employees stay updated on the latest trends, technologies, and best practices.
86% of customers are willing to pay more for a better customer experience.
Many businesses view CX as an expense, but this statistic proves otherwise. Customers prioritize experience over price, meaning that companies investing in CX can command higher prices and increase revenue
Loyal customers are 5 times more likely to repurchase, 4 times more likely to refer a friend, and 7 times more likely to try a new offering. (Temkin Group)
Customer Experience investment offers returning loyal customers and more referrals. This is imperative in business today.
Learn new skills, get more knowledge on Customer Expeirence today!
We offer a wide variety of modules all focused on driving business growth through customer experience management.