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The World-Class Customer eXperience Trained (WCCXT) certification is a unique and prestigious company-wide certification specifically and exclusively for MSPs and IT services firms. The training equips companies with the tools and knowledge to deliver world-class customer experiences every day. The IT services firms with the WCCXT certification have demonstrated their commitment to the customer eXperience; they’re more than just a tech support company. They have set themselves apart by having this certification conferred upon them. It creates a real differentiation for them in their marketplace, in their sales process as well as in attracting and hiring staff.
During our “Discovery Call” we listened and learned that the client was dissatisfied with their current provider’s customer service and level of responsiveness. We intentionally leveraged our training and certification as part of Ray’s talking points during the proposal presentation.
When our CEO Ray scheduled the appointment to present our proposal, he informed the prospect that our entire team dedicated time each month in 2023 to undergo World-Class Customer Experience training, and we had recently obtained certification in this regard. The prospect expressed curiosity and wanted more information about this training, as it was unfamiliar to her. Ray devoted the next several minutes talking about the training.
It worked!! We signed them as a new client for $41,100, and have project work on top of that. This client win made it even more evident to our team how our training and certification in customer experience literally pays off!
We’ll continue to leverage WCCXT as a differentiator because it is.
Sr. VP - Business Development
All-Access Infotech LLC
The DiJulius Group (TDG) and Technology Marketing Toolkit (TMT) have been collaborating since 2022. The response by their attendees to the Customer eXperience (CX) presentations was overwhelming.
Without hesitation, The DiJulius Group and TMT – de facto leaders in their respective spaces – decided to design, spearhead and deliver the exclusive World-Class Customer eXperience Trained (WCCXT) certification for MSPs and IT services companies worldwide.
Technology (IT) services firms’ offerings continue to be commoditized which creates a big challenge for a company to differentiate itself from its competitors. This is where the WCCXT certification comes into play.
The DiJulius Group is the world’s leading customer experience consulting firm that is dedicated to helping organizations of all sizes to create exceptional customer experiences. John and his team have worked with brands such as The Ritz-Carlton, Starbucks, Key Bank, Chick-fil-A, Lexus, Celebrity Cruises, the Charlotte Mecklenburg (NC) Police Department, Bristol Myers Squibb, Nordstrom and many other globally well-known brands.
The dynamic trio of Robin Robins (CEO), Jeff Johnson (President) and Debi Bush (CXO) collaborated with The DiJulius Group to design and deliver the WCCXT certification to TMT’s elite member companies. TMT is the only company in the world who can confer this unique, customer-centric certification for IT services companies.
Robin Robins
CEO & Founder
Jeff Johnson
President
Debi Bush
CXO
Congratulations to these companies for focusing on Customer Experience:
The WCCXT certification has been a great opportunity for our team to improve the customer service we offer. As a leader, I took advantage of the resources and all the sessions as we must develop some series of skills to be a “zero risk organization” and become established as a strong organization capable of managing not just security systems but just as importantly, people.
In addition to the typical CX skills we learned, we realize that we must strengthen our teamwork skill. We plan to create personalized feedback that can help our teammates understand the importance of their job and the reason why it must be done correctly as the service we offer to our clients.
We know that it is not a matter of just keeping skills as a metric but applying it in every aspect to avoid creating machines. We can emphasize that we see each other as potential clients making not just the needed job but making corrections and giving useful tips within the work environment. This will help us to continuously improve the service we offer.
CEO
ITFIRM.COM ®
In today’s competitive business landscape, the importance of exceptional customer service cannot be overstated. As business owners, we understand that solid communication skills are at the heart of successful client interactions. However, we faced a unique challenge with a young team as they did not always prioritize this critical skillset.
It was essential for our team to understand that this training was to benefit our client interactions and could also be applied to their daily interactions within our organization. The response from our team was overwhelmingly positive, and their enthusiasm exceeded our expectations.
The training program provided theoretical knowledge and encouraged our team to think critically about their interactions with clients. Our daily morning huddles became a platform to discuss the training material covered, allowing us to apply the concepts to real-life scenarios in our business.
The decision to achieve this certification has proven to be a strategic move, resulting in tangible improvements in client interactions and internal dynamics.
Sr. VP - Business Development
All-Access Infotech LLC
Principal / Practice Leader
Warren Averett Technology Group (WATG)
The timing was right for WATG to go through customer experience training. We are a group of 37 people with diverse skills, backgrounds, personalities, and life experiences that had varying opinions on what great customer service is. Our mixed bag of opinions in the customer experience arena became even more apparent during the pandemic years.
We needed a consistent focus on the customer experience with individual and group accountability. There was still something missing – consistency. WCCXT was our missing piece to create cohesiveness in customer experience direction and action.
Here are some key learnings from our customer experience training:
We are delighted to have completed this program and will be participating in the continuing education sessions. There is always something new we can learn and implement or be reminded of.
Vector Choice chose to pursue the WCCXT certification to grow beyond boundaries to emulate our core values and to honor the commitment to delivering an unparalleled client experience. The reputation that WCCXT maintains with John DiJulius and the TMT staff members leading it made it an easy decision for this undertaking.
We started this journey of the WCCXT Certification with some foundational knowledge but with ignorance of how to effectively implement some of the concepts with deliverables. Early results from implementing the WCCXT concepts was an overall CSAT rating increase from 93.11% in 2022 to 94.34% in 2023! Having an already very high CSAT rating means it’s no small feat to increase it by almost 1%. Also, our number of awesome ratings almost tripled.
Vector Choice’s WCCXT certification journey emphasized a positive transformation in customer service. The impactful long-term benefits of this certification on both internal processes and external client relationships are unmatched and will carry on through all company core values and beyond.
We are committed to continuous improvement and dedicated to providing clients with an exceptional experience.
CXO Coordinator & HR Manager
Vector Choice Technology Solutions
Our entire team has enjoyed and benefited from the WCCXT sessions. The education and examples provided have played a pivotal role in helping Team Ener shine during interactions with our clients. Ener Systems embraced the WCCXT certification with gratitude and enthusiasm. The comprehensive sessions became a cornerstone in our commitment to elevating customer experience standards.
As the WCCXT administrator, witnessing the seamless integration of WCCXT concepts into our daily practices has been inspiring. The positive impact on our team dynamics, client satisfaction, and the overall customer experience is a testament to the transformative power of the WCCXT certification. This certification is the beginning of our journey, not an end.
President
Ener Systems
Everyone was all in on implementing world-class customer service. Having the customer experience training in place helps to remind us that the overall interaction and perception that our clients have with IMS is an entire journey. From the first point of contact to ongoing support and post-purchase services. It encompasses every touchpoint and interaction our client has with us, including online and offline interactions, product or service usage and customer support. We want to WOW our customers to be raving fans.
One longstanding client sent me an e-mail without prompting that read “Thank you so much. I know we would never get this level of top-notch service from any of your competitors.”
This journey exceeded our expectations. Investing the time in the customer experience is about exceeding customer expectations every single time! It’s a strategic approach that can lead to long-term success, customer loyalty and sustainable business growth. Thanks for putting together this great training.
President
Information Management Systems
ItCon’s journey through the WCCXT certification sessions was a transformative experience that significantly elevated our customer experience approach. As the CX leader, I’ve witnessed remarkable breakthroughs and implemented impactful CX concepts that have improved our interactions with our clients and fostered a culture of excellence among our internal teams.
During the WCCXT trainings, everyone shared examples of how to apply the CX concept at work. Now, every week we conduct a reinforcement training. One CX concept that we quickly implemented was the Never & Always approach and it’s front and center for everyone at our office.
Our WCCXT journey has been a transformative experience that continues shaping how we approach customer experience. Yes, there will always be room to improve and 2023 was the year of working on customer experience aggressively thanks to the WCCXT certification.
Service Manager and CXO
ItCon, Inc.
The World-Class Customer Service Training (WCCXT) certification is a game-changer that left an indelible mark on our approach towards client engagement. The impact of this training has not only been felt within the company’s culture, but has also translated into tangible improvements in client satisfaction and SymTec’s overall success.
One of the standout outcomes of the WCCXT training is the heightened awareness among our technicians when interacting with clients. Incorporating WCCXT principles into our monthly company meetings has facilitated ongoing discussions. By formalizing what was previously implicit, we’ve enhanced alignment across the team and established a valuable reference point for maintaining a more consistent experience for our clients. Beyond the technical aspects of our services, the training emphasized the importance of acknowledging and celebrating significant milestones in clients’ personal lives.
We plan on using the WCCXT training and concepts for our company going forward as we bring in new employees, we will have them go through this training in the first few months. We strive for continual improvement as a company and this training is great to have going forward.
Marketing Manager
SymTec
Central to TeleComp’s success is the implementation of the WCCXT process, which has profoundly enriched the experience journey for both customers and staff members alike. The company’s executive leadership team embraced the training, employing the sessions as cornerstones in their daily oversight of employees, and underscoring the significance of a customer-centric approach throughout the organization.
Collaborations with TMT and The DiJulius Group over the preceding two years infused our company with profound and meaningful transformations. The ethos of “Never & Always” and “Always/Always” has become ingrained in the company’s fabric as well as the “Day in the Life” insights.
The WCCXT process not only shapes TeleComp’s culture but also fortifies its core values that serve as a driving force behind the organization’s ethos. By leveraging WCCXT to bolster our culture and uphold our values, TeleComp ensures that the principles of exceptional customer experience remain intrinsic to every facet of its operations, thereby solidifying its reputation as a customer-centric leader in the telecommunications industry.
President
TeleComp
Our journey to achieve the WCCXT certification has been a transformative experience for our company. Our goal was to elevate our IT services business by implementing and practicing Customer Experience (CX) concepts in a non-technical yet impactful manner.
Through the implementation of CX concepts learned during the certification process, we elevated our business practices and differentiated ourselves in a competitive market.
Moving forward, we remain committed to fostering a culture of customer-centricity and continuously refining our approach to deliver exceptional experiences to both internal and external customers.
Marketing Manager
Real IT Solutions
We started the World-Class Customer Service Experience certification to improve how we interact with each client.
We set up a plan for the team: Watch one session every week and review the concept and discuss the quiz questions at our weekly meetings. We created our team’s non-negotiable standards — TTT’s Never & Always – to use every time we interact with clients and colleagues.
Personally, I learned an important lesson: a common-sense experience concept like the Never & Always may be simple to understand; however, it’s more challenging to consistently deliver on it, at least in the beginning.
We want to be the company clients can’t live without for IT / Cyber Security needs.
Administrative Coordinator
Tomorrow’s Technology Today
One thing that I insist on is that CST provides outstanding service to our customers so I was delighted to learn we had access to this certification. With our continued growth, I had worried that the customer experience would become less of a priority for staff.
ALL of the CST staff participated and it became a topic of discussion at every weekly meeting. We discussed the week’s content, praised ourselves on the processes we already had in place and discussed the content we knew needed to improve upon or items we need to implement. One major discussion was the need for meaningful, emotional connections with our clients and how we must be authentic, genuine and demonstrate that we truly do care about our customers.
So now we start bragging on both CST and our clients. I want to shout from the rooftops how amazing our services are, how amazing our clients are and how our level of customer service is impactfully different than any other IT firm. Showing the certification on our website and posting on our social media accounts will only reinforce what we already know.
I am forever grateful for what this training has done for me and my team. As we hire new staff, this certification is now part of their onboarding. I know it will ensure our level of customer experience is improved year over year.
CEO
CST Group Inc.
From the first World-Class Customer Experience Training session, it was clear how seamless it would be to implement the elements of World-Class Customer Experience (CX) into Bytecafe Consulting’s business practices and standards. These CX elements were effective and straightforward would be integral to differentiating ourselves from our competitors.
The success of the “Day In The Life (DITL)” training and creation of a customer-focused video sparked a new opportunity we call a “Day In The Life” of our colleagues. The program has improved our standards for client interactions and is uplifting our colleagues for providing an excellent experience to our clients.
As the CX leader for Bytecafe, I see the positive effects of this program reaching beyond our customer interactions. The lessons learned during the WCCXT training have made us more effective as a leadership team when it comes to executing new processes, expectations, and programs across all departments. As an organization, we know our clients better and we understand them better. Therefore, we care for them even more than we did before.
Director of Experience
Bytecafe Consulting, Inc.
My background is in hospitality management where you must be on your game. This course is the closest to my previous training and experience that I have seen.
After almost four years in the IT industry I know technicians are “programmed” differently. As a result of our WCCXT training, I’ve witnessed a positive difference in the way our technicians handle things. They know and hear that just wording things differently can mean the same thing but create a different experience for our clients. We also see an increase in positive client reviews. We’re more aware of cues that could indicate a problem brewing with a client and become proactive in resolving the issue before it becomes a serious problem.
A couple of the trainings brought to light that we all are always “on stage” no matter if we are sitting at our desk or working onsite at a client. Another neat result of our training is that our technicians recognize a colleague when they go “above and beyond” to take care of a client.
These sessions were a welcome refresher for me and I plan to revisit them regularly.
Marketing Coordinator
CD Technology
For RTS the customer experience concept was already a big part of our company. The sessions confirmed and clarified what we already do and helped us expand the concept internally as well as externally. As with any message, it helped to have the content be presented by someone outside of our organization because we all hear things better from someone we aren’t with all the time, even if they say the exact same words. This training has provided a reference point for us as part of our “Why” – the proverbial stake to mark a reference point.
We embrace the concept of “A Day In The Life” of our clients to remind ourselves they may not be angry with us, but may simply be dealing with another big thing we don’t know about. As part of our regular internal discussion of RTS core values we incorporate several of our “above and beyond” stories. All of us are more alert to bits of information gathered about our clients and colleagues now (better listeners) as a result of the WCCXT training.
Thanks to TMT and the DiJulius Group for offering these sessions and having them available for us to share with new staff!
Director of Operations
Roberts Technology Solutions, Inc.
The WCCXT sessions generating the greatest resonance at DominionTech were Creating an Above and Beyond Culture, Relationship Building, and Be a Great Listener. Multiple participants indicated that they use strategies imparted from the sessions in their daily client interactions. As a result, they feel that they now can increase the depth of their connection to each client they engage and create a more personalized experience for our customer base when they reach out to our organization.
Ultimately, our experience with the WCCXT process was both impactful and beneficial. We got to deepen our skillset to utilize both internally and externally, and also created the ability to strengthen as a team in our approach to engaging the content presented during the sessions.
Customer Success Manager
DominionTech
At B4 Networks, we strive to have an environment that is welcoming to all our clients and employees. Through the training with TMT and The DiJulius Group, we implemented tactics that have improved our internal and clientele relations.
Something that stuck with me from this training was how we often consider excellence in customer experience to be solely external, to be applied only when speaking with clients and customers. This lesson has brought me and our team together in ways that we did not expect.
Our experience with this training has been both eye-opening and uniting. It provided us the opportunity to better learn what each person values and how we all perceive these teachings. This opportunity to brainstorm together and put pen to paper, in a way that we were quickly able to see was very productive and invaluable.
Taking the time away from daily duties to open a dialogue internally, about small improvements that have big impacts, has been such a great opportunity to learn together.
Client Concierge
B4 Networks
Hodgson Consulting & Solutions has always been committed to our clients’ success, so much so that it became one of our core values. We’re always looking for ways to deliver more to our clients to provide them with the best possible experience.
Since we began the WCCXT training program we have seen a 14% increase in our CSAT score! This not only represents satisfied clients, but it also translates into stronger client relationships and repeat business, which are crucial to our company’s success. The training under the WCCXT program has given all of our team members the customer service skills essential to interactions with clients.
After seeing the increase in our CSAT scores and positive comments we wanted to make sure that every employee knew how much our clients appreciated their hard work. We incorporated positive review comments into our tech’s daily huddles as “shout outs”. We also highlight the positive feedback during our quarterly All Staff Meetings. This consistent positive feedback is cultivating a sense of pride among our employees.
The WCCXT training has helped us raise the bar of customer service.
CEO
Hodgson Consulting & Solutions
There were several topics that we put into practice for our company and our culture. We have always been a customer-experience focused company where our #1 core value is to “Create a WOW Client Experience.” This training was right up our alley in aligning with what we want to provide to our Clients.
One of our personal favorite sessions was Relationship Building as a great client relationship creates a brand that our clients can’t live without, making the price irrelevant. Pushing this concept of customer service helps our culture and the expectations of our clients. In turn, client testimonials and success stories help others see the value and experience of IMPACT’s services apart from the simple tech-y line items.
As a team, we paid attention to the World-Class Internal Culture session more intently. We believe that our external experience can only be great if our internal culture is great. To collaborate and communicate better internally means a better outcome for our Clients. It’s all part of a customer experience cycle with our Clients appreciating us and helping our team feel that they are making a difference in their businesses.
CEO
IMPACT Technology Group
5301 Maryland Way, Suite 300
Brentwood, TN 37027
(615) 790-5011
8803 Brecksville Road, Suite 7-221
Brecksville, OH 44141
(216) 839-1430