9CX: Training for Account Service teams who want to achieve results!
Research indicates that companies investing in customer experience can reduce B2B (Business To Business) client churn by 10-15% and increase win rates by 20-40%.
Get Started
What is the 9CX Client Experience Framework?
9CX is a client experience methodology developed by Alexandra Donaghy of David, I Am, for teams responsible for retention and organic growth. It provides high performers with the nine essential pillars needed to move from being simple order-takers to becoming trusted strategic partners. By focusing on deep human connection over basic process, 9CX helps businesses build legendary loyalty and long-term commercial value.
The framework is built on nine core pillars:
Delivery: Anticipating project needs and outcomes that truly matter.
Communication: Building trust through regular updates and deep rapport.
Mindset: Using positive internal scripts to drive productivity and action.
Taringas: Listening with your whole being to perceive what is implied.
Money: Communicating value and scope changes with honesty and respect.
Creativity: Pushing boundaries to innovate and stay ahead of the market.
Anticipation: Spotting challenges early to prevent pain before it starts.
Courage: Addressing root issues through clear, respectful conversations.
Client-Centricity: Using ReachLX to understand the person behind the project.
Great training! I deal with clients daily, the training helped provide tools and learnings to provide a better experience for my clients.
I learnt some new ideas and techniques to improve how I communicate with clients. Ijn particular the 3W's and the slide that builds customer trust was very interesting to me.
The training guided us to understand how to win our clients trust and understand their needs. In return of having continued business with them.
Meet your facilitator:
Alex Donaghy
Director
Alex is a certified Reach LX facilitator, Leadership and Team Culture Coach. She has over 30 years experience in team leadership, helping numerous businesses realise their growth potential.
