How the CX Program Works
The DiDi Global CX Program is a development journey designed to strengthen four essential capabilities for professionals working in Customer Experience.
Diagnostic
Before the program began, a research and diagnostic phase was conducted with DiDi Global employees from different countries. The goal was to understand real work challenges, identify the main capability gaps across the CX workflow, and use those insights to define what the program should develop.
Just as the research involved professionals from different countries, the program is also being delivered to DiDi Global teams across different markets, creating a shared development experience grounded in challenges that are relevant to the organization's day-to-day reality.
The journey combines learning, practice, feedback, and application through three connected stages.
Workshops: understand and start practicing
During the workshops, participants are introduced to concepts, methods, and tools related to the program’s four core capabilities: (1) Analytical Awareness, (2) End-to-End Journey, (3) Root Cause Analysis, and (4) Prioritization & Recommendations.
But the goal is not simply to learn these concepts. Shortly after being introduced to a tool or framework, participants are asked to use it to analyze situations inspired by real DiDi Global challenges.
Working in groups, participants explore cases that include information, data, symptoms, and evidence, but no ready-made solution. Their challenge is to interpret the situation, separate facts from assumptions, develop hypotheses, investigate possible causes, and build a structured path for analysis.
These analyses are then compared with reference cases, helping participants reflect not only on the answer they reached, but also on how they arrived at it.
CX Lab: practice, receive feedback, and evolve
Between workshops, learning continues individually in the CX Lab, the program’s practice platform, through AI-powered simulators.
Each participant begins with an assessment that helps identify their starting point across the four program capabilities and generates a Competency Radar, making it possible to visualize areas of greater consistency as well as those that require further development.
In the simulators, participants face new situations in which they need to analyze information, develop hypotheses, make decisions, and explain the reasoning behind their choices.
The role of AI is not to provide ready-made answers. Instead, it is designed to prompt reflection, provide feedback, and help participants review and improve their own reasoning process.
As the journey progresses, the challenges become more demanding and the level of support is gradually reduced, requiring increasing autonomy. New evidence of performance continuously feeds the Competency Radar, allowing participants to track their individual development throughout the program.
Capstone: apply the capabilities to a real challenge
In the final stage, learning moves from the practice environment into the real work context.
During the Capstone, participants work in teams on a real challenge from their own Business Unit.
This is the moment to integrate the four capabilities developed throughout the journey: analyzing evidence with greater rigor, understanding the customer journey, investigating root causes, establishing priorities, and building well-supported recommendations.
At the end of the process, teams present their projects to a jury composed of Business Unit leaders, demonstrating not only the solution they are proposing, but also the evidence and reasoning that support their recommendations.
The CX Program follows a clear progression
More than delivering content or introducing new tools, the program is designed to help participants use these four capabilities with increasing autonomy in real Customer Experience situations, turning knowledge into stronger analysis, better decisions, and more relevant recommendations for the business.
By Cognita Learning Lab