Customer Experience (CX) Training Program

The City of Houston, through the Center for Public Leadership and Learning within the Division of Human Resources, is soliciting proposals for a qualified vendor to design and facilitate a white-glove Customer Experience (CX) training program. The objective is to establish a high-tier service standard focused on cultural humility, bias-aware communication, language access, and concierge-quality service. The required curriculum must be delivered via a hybrid model including instructor-led training at a Houston facility, virtual instructor-led training via Microsoft Teams, and web-based training via Articulate. Key program components include CX Foundations for all staff, Advanced and Coaching for supervisors, a Tips and Touches Lab for hands-on practicum, and scenario-based simulations. The contract will be awarded to a responsive and responsible bidder, primarily based on the overall low net bid that meets all specifications, though the City reserves the right to award based on individual items or the overall best bid. Evaluation criteria emphasize the vendor's experience, the expertise of key personnel in behavioral coaching and psychological safety, and the ability to ensure all materials are ADA-compliant. Proposers must submit a Statement of Qualifications and a comprehensive price proposal covering the full curriculum and supporting materials. Bonus points are available for City Business Enterprises and Local Business Enterprises. Payment terms are set at thirty days following invoice approval or acceptance of services.