The Science · Customer Experience
CX Programmes
Research-based programmes that transform service interactions into differentiated customer experiences. Built on 25 years of CX research, grounded in Imparta's Customer Conversation Model, and designed around the three dimensions of Insight, Influence and Trust.
Every Format
Every programme is available in every format, and in a wide range of languages. Each also includes competency definitions, application tools, and manager coaching guides to make the new skills stick. All are modular and can be contextualised to suit your exact needs.
ILT
Instructor-led
VILT
Virtual instructor-led
eLearning
Self-paced modules
AI Coaching
i-Coach AI powered
Adaptive
Personalised learning
Competencies
Observable behaviours
Coaching Tools
Manager guides & nudges
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Level
All Levels
Core
Advanced
Role
All Roles
B2B Service
B2C Sales & Service
Service & Helpdesk
Core
B2B Service,B2C Sales & Service,Service & Helpdesk,
Mastering the Customer Conversation
A structured conversation framework that builds confidence and skills across the entire customer interaction. Equips service teams with the mindset and techniques to welcome customers, uncover situations, guide to solutions, and create positive endings that drive NPS, CSAT and loyalty. Learn More →
Core
B2B Service,B2C Sales & Service,Service & Helpdesk,
Solving Problems
Work through Imparta's iDEAL problem-solving process to identify, diagnose, explore, agree and learn from every customer issue. Develops the skills to resolve complex situations efficiently while maintaining trust and reducing customer effort. Learn More →
Core
B2B Service,B2C Sales & Service,Service & Helpdesk,
Handling Difficult Situations
Manage difficult conversations by recognising customer emotions, acknowledging and owning issues through to resolution. Uses an 8-step framework to gather the right insight, influence the right outcome, and maintain trust under pressure. Learn More →
Advanced
B2B Service,B2C Sales & Service,
Empowering Customer Decisions
Helps participants understand their personal impact on customers and equips them to adapt accordingly. Develops the skills to sell through service, guiding customers towards the right decisions while delivering a differentiated experience. Learn More →
Advanced
B2B Service,B2C Sales & Service,Service & Helpdesk,
Building Trusted Connections
Reinforces the mindset of putting the customer first and develops the capability to establish long-term relationships. Uses the Trust Equation and 3D Advantage to leverage Insight, Influence and Trust in every interaction. Learn More →
Advanced
B2B Service,B2C Sales & Service,Service & Helpdesk,
