Expert level course

Expert level course


Knowledge checks / quiz and final test

Certificate of completion

Certificate of completion

Self Transendence

Access to the CX community and course resources (with Premium Connect subscription)


1–3 hours, plus 90-minute final test


Competency assessments

Learning objectives

  • Communicate the true economic value of your customers and unlock the earned growth potential

  • Translate customer data into bottomline financial impact

  • Create a compelling and precise business case for improving the customer experience



Introduction to Customer Economics

  • Understand the importance of linking customer data to financial data

  • See how customer happiness translates into value for the company

  • Develop a business case and total value opportunity for enhancing the customer experience

  • Identify other ways to measure and track customer health



Demonstrating CX Value through Data Analysis and Earned Growth

  • Learn why segmentation is critical for customer economic analysis

  • Discover the elements of good profits and bad profits

  • Develop a business case for improving CX

  • Learn how to calculate earned growth 

All our training courses and certificates are designed to engage you and your team in the purpose of customer advocacy, teach fundamentals, and lay the foundation for deep CX disciplines.

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Customer Strategy

Certificate Program 4

Customer Strategy