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Individual Courses & Programs Catalog
Certification Programs
Certification Program
Chief Experience Officer Certification Program (CXO)
This program is delivered online and has been designed for an in-depth understanding of the basic strategic concepts that are necessary to design, build, measure, and manage experiential and transformational offerings.
$1,995 One-Time Charge
Certification Program
Customer Experience for Product Professionals (CXP)
This program is delivered online and has been designed for all product professionals to understand the basic strategic concepts that they need to design, build, measure, and manage experiential and transformational offerings.
$985 One-Time Charge
Certification Program
Customer Experience for Distribution Leaders (CXD)
This program is delivered online and has been designed for distribution leaders to understand the basic strategic concepts that they need to design, build, measure, and manage experiential and transformational offerings.
$985 One-Time Charge
Certification Program
Customer Experience for Marketing Professionals (CXM)
This program is delivered online and has been designed for Marketing professionals to understand the basic strategic concepts that they need to design, build, measure, and manage experiential and transformational offerings.
$985 One-Time Charge
Certification Program
Experiential Innovation & Relationship-Centric Offerings (EIP)
This certification program, that has been designed for individuals involved in managing or sponsoring the innovation process in any size organization, explores different forms of innovation.
$745 One-Time Charge
Frontline Trainings
Customer Experience Training (CET) – The Art of Experience
Training is designed for delivery in a leader-lead approach. A foundation is built for constructive feedback and ongoing development of a team personality and collective behavioral norms.
Courses
Online Course
Understanding the Basics of Great Customer Experiences
This course will give you a general understanding of the basic principles and elements of great customer experiences as an economic offering.
Online Course
Understanding Customer Relationships & Loyalty
This course covers various methodologies for measuring customer satisfaction and loyalty and also includes a detailed discussion on the nature of customer relationships.
$195 One-Time Charge
Online Course
Understanding Segmentation & Segment Management
This course includes an explanation of historical approaches to segmentation and a detailed discussion on behavioral segmentation, behavioral scenarios.
$195 One-Time Charge
Online Course
Understanding Experiential & Transformational Offerings
This course covers different approaches to innovation and explores new sources of value creation both for customers and for businesses.
$195 One-Time Charge
Online Course
Understanding Customer Journey Mapping & Management
This course presents a comprehensive approach to classification of different journeys along with a detailed discussion of systemized journey management.
$195 One-Time Charge
Online Course
Understanding Customer Touch Points
This course covers a complete view of customer touch points (both physical and virtual) and a unique model for standardizing and managing customer contact models across channels.
$195 One-Time Charge
New
Online Course
Understanding Brand & Communications
Experiential Branding & Communications – Improving Brand Integration Through Emotional Engagement.
$195 One-Time Charge
Course
Customer Journeys: Guiding Customers to their Desired Outcomes
This course presents a comprehensive approach to classification of different journeys (user, customer, life journeys) along with a detailed discussion of systemized journey management and measurement in organizations.
Coming
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Online Course
Designing & Managing Effective Relationship Management Processes
Understanding the range and function of different relationship management processes used to build customer engagement models and manage the quality of customer relationships.
Coming
Soon
Soon
Online Course
Understanding the CRM Toolkit
Understand the components and features in a complex Customer Relationship Management system (infrastructure, architecture, functionality, etc.) and the uses and benefits for both the business and the customer.
Coming
Soon
Soon
Online Course
Understanding Leadership & Organizational Evolution
Understanding the evolution of leadership styles, management models, organizational structures, performance measurement and guiding change in the evolution of business models from product-centric to customer-centric and even relationship-centric.
Coming
Soon
Soon
Online Course
Customer Experience Culture – Design, Development & Management
Understand the theory and mechanics of developing and managing a customer-centric and experience-driven corporate culture that is consistent and stable and includes elements of Employee Experience (EX) and Employee Relationship Management (ERM).
Coming
Soon
Soon
Online Course
The Difficulties & Imperatives of Leadership in The Digital Age
The changes in consumer behavior, employee behavior, and the evolution of business models in the digital age cause significant difficulties and imperatives for leaders who must develop new skills and evolve their leadership styles to be effective in this fast changing, challenging, and competitive environment.
Management Trainings
Strategy & Transformation Management
Understanding how to design & manage change/transformation programs in organizations of different sizes. This course will help any size team or organization to better deal with change & transformation on any scale.
Management Trainings
The Difficulties & Imperatives of Leadership in The Digital Age
The changes in consumer behavior, employee behavior, and the evolution of business models in the digital age cause significant difficulties and imperatives for leaders who must develop new skills and evolve their leadership styles to be effective in this fast changing, challenging, and competitive environment.
Management Trainings
The Leadership Playbook for Guiding Digital Transformations
Understand how to manage both internal and external digital transformation while considering the landscape for digital business models and the effect on traditional business models. Understanding organizational readiness for transformation and the role of corporate culture in managing transformations.
Master Class
Workshop
Designing Experiential Customer Environments (Physical & Digital)
This course covers a complete view of customer touch points (both physical and virtual) and a unique model for standardizing and managing customer contact models across channels including approaches for customer feedback, quality management, and migration.
Master Class
Workshop
Designing & Managing Effective Relationship Management Processes
Understanding the range and function of different relationship management processes used to build customer engagement models and manage the quality of customer relationships.
Master Class
Workshop
Evolution of CRM Systems – Relationship Management & Influencing Customer Behavior
Understand the components and features in a complex Customer Relationship Management system (infrastructure, architecture, functionality, etc.) and the uses and benefits for both the business and the customer.
Management Training
Workshop
Understanding Leadership & Organizational Evolution
Understanding the evolution of leadership styles, management models, organizational structures, performance measurement and guiding change in the evolution of business models from product-centric to customer-centric and even relationship-centric.
Master Class
Workshop
Customer Experience Culture – Design, Development & Management
Understand the theory and mechanics of developing and managing a customer-centric and experience-driven corporate culture that is consistent and stable and includes elements of Employee Experience (EX) and Employee Relationship Management (ERM).
Master Class
Workshop
Experiential Branding & Communications – Improving Brand Integration Through Emotional Engagement
Understanding branding and communications from the standpoint of emotional engagement and building relevant and meaningful dialogue with customers.
Master Class
Workshop
Understanding Game Dynamics & Applying Gamification to Drive Customer / Employee Engagement & Loyalty
To understand the principles of game dynamics and learn how to effectively use the elements of gamification in business: to involve customers, employees and contractors in the process.
Master Class
Workshop
Leadership In The Digital Age – A Guide To Leading Agile & Adaptive Organizations
Understanding how leaders must evolve with relation to the evolution of business models, new management models, and the significant changes to the workforce with Digital Natives now making up more than 50% of the workforce globally.
Master Class
Workshop
Using Customer-Oriented Analytics & Behavioral Scenarios to Improve Business Performance
Understand the value of a customer-oriented analytics package and how behavioral scenarios can be used to improve profitability through influencing behavior and usage.
Module 1
The First Impression Lasts a Lifetime
An overall idea of this course is to initiate great customer experience from the moment a customer walks in the branch. There is only one chance to make a first impression and that is where Meet & Greet techniques are invaluable.
Module 2
Five-Star Service – key findings from premium hospitality industry best practice
In this course, participants will acquire the necessary etiquette manners that enable them to create an atmosphere of exclusivity and personal touch.
Module 3
How to ”WOW” the Angry Customer
Despite an excellent customer service process, there are always exceptional situations in which a customer is dissatisfied with the service. It is essential to win back the customer’s trust and return that WOW factor. Responding to and dealing with complaints quickly and efficiently allows to take the customer’s mind off the problem and focus thei attention on the desired solution.
Module 4
Our Small Family – being familiar is not so hard
We want to be closer to customers. Building an atmosphere of a small family shop, not a large supermarket of services, creates loyalty and values that are common to any close-knit network community. We strive to move away from impersonal service. We take into account the diverse circumstances which matter to different types of customers and ensure that no-one is “left behind”.
Module 5
The Extra Mile – not such a long journey
This module emphasizes the importance of doing small things “outside of the box” for customers. These personal touches help overcome different inconveniences. Making customers feel important and special builds loyalty. It does not take much to go the extra mile, yet making the customer feel special is priceless in building long-term business relationships.
Module 6
Any Way is Our Way – adapting to customer preferences
We will do anything and everything that pleases our customer. Based on customer interaction and feedback, we repackage our services in a way that best suits and satisfies all of our customers’ needs. Our motto – “We do what is best for you” – focuses on tailoring our services and processes to meet the individual needs of our customers.
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