Learning to Leverage  Human-Centered
Client Experience

The Client Experience Masters Academy (CXMA) introduces a cornerstone practice that
drives real results! 

Designed for everyone, our practical, personalised learning programs help drive  greater human centricity and client experience excellence—making great CX easier for you, your people, and your clients.

Lesley Hornung

 CMO at HLB 
Write your awesome label here.

View our Course Offerings!

Unlock the power of client satisfaction and drive business success with  training and education designed to provide a deep understanding of CX principles and techniques whether you're new to CX or seeking to enhance your existing knowledge. 
Write your awesome label here.

Effective Client Experience drives business growth

In today’s competitive marketplace, firms need to focus attention on creating distinct and compelling client experience strategies to create loyalty for the long term.
Write your awesome label here.

Learn from experts

Learn from Michael Hinshaw and Diane Magers, co-authors of Experience Rules!   a game-changing guide on experience management. Both Michael and Diane are industry pioneers, recognised speakers, award winners, and university level CX instructors.
Having roles including experience management practitioners, executive leaders, and management consultants, they share with you what happens when organisations get client experience right: massive top- and top-and bottom-line growth, radical client and employee loyalty, and more.

New Development Opportunities

Uncover overlooked opportunities by learning how understanding client insights reveal unmet needs and frustrations.

Improve Client Retention

Explore how deepening insights across touchpoints can drive the loyalty and brand attractiveness  needed for lasting relationships.

Align Strategy to Client Needs

Understand how the client centered approach enables you  to align your strategy with feedback and insights.

Differentiate and Stay Relevant

Begin a client centered approach for designing targeting, relevant experiences by acting on insights  that maximize impact.
Approach

Move from Learning to Performance

01

Learn

Acquire foundational knowledge of CX
02

Try

Reflect on what you learn within your professional context
03

Apply

Practice implementing new knowledge and skills into your ways of working

Upskill  your team

Give your team the knowledge, skills, tools, and shared mindset they need to align across departments, deliver consistent and exceptional customer experiences, and boost overall business performance through practical, hands-on CX training designed to create lasting impact.

Team Facilitation Tools


 

Beginner to Advanced


 


In professional services, client experience isn't just a differentiator - it's a competitive necessity.   It's an increasingly commoditised market, so firms that consistently deliver value, trust, and seamless interactions build long-term relationships, driving referrals, and sustain growth.
— Lesley Hornung, CMO at HLB