Curriculum
During the 8-module program, you’ll work on your own projects and use best practices developed by top companies. Experts and professional instructors guide you through each step. Your projects are reviewed, and mentoring is provided. Throughout the program, you’ll continuously build your toolset and develop your own, personalized 30/60/90 Day CX Plan.
Module 1:
Today's Disrupted CX Environment
Explore current trends in Customer Experience (CX) and their economic drivers, and
understand customer experience's critical role. Master linking Return of Investment
(ROI)
with CX strategies to significantly impact the organization.
Module 2:
Customer-Business Value
Discover how to integrate CX with business strategy through the balanced scorecard
approach. Analyze customer data to foster a customer-focused team and environment.
Set and achieve smart CX goals that benefit both customers and the business.
Module 3:
Value-Stream Mapping
Focus on the creation of seamless customer experiences through service blueprinting.
Utilize customer journey mapping as a tool to enhance customer relationships and adopt
new business models. Align internal processes with customer needs.
Module 4:
Technological Impact on CX
Explore the significant impact of emerging technologies like AI, the CX metaverse,
and Web 3.0 on customer experience. Learn to adapt and navigate through the rapidly
changing technological environment of CX. Gain insights into the potential future
of CX.
Module 5:
CX Performance & ROI
Concentrate on advocating CX initiatives with an emphasis on demonstrating ROI. Learn
effective strategies to showcase how enhanced CX leads to quantifiable financial gains.
Link better customer experiences to business success.
Module 6:
Leveraging Diversity to Enhance CX
Acknowledge the vital impact of diversity, equity, and inclusion in creating superior
customer experiences. Implement these principles in CX initiatives to strengthen the
bond between employee and customer experiences. Integrate diversity into CX strategies.
Module 7:
Empowering Experience Makers
Examine key strategies to build a culture centered around service excellence and customer
satisfaction. Utilize AI and qualitative data to align employee experience with customer
expectations. Learn from firms that empower employees to improve CX.
Module 8:
CX Leadership & Change
Investigate the essential traits, skills, and competencies required for successful
CX leadership. Reflect on personal strengths and weaknesses to foster growth and effectiveness
in leading CX initiatives. Develop leadership for CX-driven change.
Capstone Project: Build your strategic 30/60/90 Day CX Plan
Develop a detailed, adaptable CX plan incorporating personal insights, goals, and strategies. This plan should be a practical guide to applying your newfound knowledge and skills across your organization, ensuring tangible improvements in customer experience.
If you have any questions or would like to discuss the certificate, feel free to call (973) 761-3330 or email our Program Manager Craig Brown at [email protected].