Certification program 1 - For all employees
Winning through Customer Experience – CX and NPS Fundamentals
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Deliver on the company value of customer obsession
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Define elements of a customer-centric company and culture
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Explore team behaviors to support positive change
Certification program 2 - For CX Practitioners
Customer Insights and Analytics
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Source, build, and analyze customer data sets to draw meaningful conclusions
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Identify key pain points and use analytical frameworks
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Enrich customer data with business data
Certification program 3 - For CX Practitioners
Earned Growth and Customer Economics
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Communicate the true economic value of your customers and unlock the earned growth potential
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Translate customer data into bottomline financial impact
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Create a compelling and precise business case for improving the customer experience
Certification program 4 - For CX Practitioners
Customer Strategy
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Source, build, and analyze customer data sets to draw meaningful conclusions
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Identify key pain points and use analytical frameworks
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Enrich customer data with business data
Certification program 5 - For CX Practitioners
Customer Experience Design
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Identify customer needs and embed user and customer empathy into the design process
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Develop “North Star” future experiences linked to strategy
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Test and pilot customer experience designs
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Apply best practices and tried and tested approaches of design thinking to the product, journey, and experience redesign processes
Certification program 6 - For CX Practitioners
Executing Change
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Identify customer and organizational considerations for executing change
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Scale CX solutions effectively
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Organize cross-functional teams
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Transition from “change” to “business-as-usual” CX management
Certification program 7 - For CX Practitioners
Customer Journey Management
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Build experience and journey management at scale
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Organize the operating model and rhythm effectively
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Work across organizational silos and run customer operations
