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. Based on Senteo’s methodology and the principles of the best seller "The Experience Economy" by Joe Pine and Jim Gilmore, this program presents an effective and entertaining delivery approach with videos, engaging exercises, case studies, and many real-world examples.

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5 engaging and effective courses, 44 chapters5 engaging and effective courses, 44 chapters
Total duration of the video lessons: 7h 30m of video Total duration of the video lessons: 7h 30m of video
Average time needed to complete the program: 26 hours Average time needed to complete the program: 26 hours
Interactive videos Interactive videos
Relevant case studies Relevant case studies
Personalized feedback on written assignments and final exams Personalized feedback on written assignments and final exams
Direct communication with faculty Direct communication with faculty
Free coaching – two formats to choose from: Ask an Expert (written format) or Basic Business Coaching (30 min. session) Free coaching – two formats to choose from: Ask an Expert (written format) or Basic Business Coaching (30 min. session)
Certificate of achievement at program completion Certificate of achievement at program completion
Language: English. Videos with CC in English, Spanish, Russian and Turkish Language: English. Videos with CC in English, Spanish, Russian and Turkish
Access to the course content: 3 months Access to the course content: 3 months
Curriculum
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 and approach for businesses to gain competitive advantage and reduce sensitivity to price.

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 outside of product purchases and usage. An introduction to relationship-centric offerings and business models provides a foundation that will be built on in future courses.

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, and behavioral economics along with a detailed approach to segment management for organizations.

Online Course
Understanding Customer Journey Mapping & Management
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.

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 including approaches for customer feedback, quality management, and migration.

What Will You Learn?
Senteo

Customer experience management: gain the ability to design, manage, and optimize customer experiences across various touchpoints, ensuring customer satisfaction and loyalty.

Senteo

Customer relationship management: acquire skills in building and maintaining customer relationships, understanding customer needs, and fostering long-term loyalty.

Senteo

Segmentation and targeting: gain the ability to identify and segment target markets effectively, tailoring your efforts to specific customer groups.

Senteo

Data analytics: acquire the knowledge of customer-oriented analytics and data-driven decision-making, enabling you to extract insights and make informed decisions.

Senteo

Customer Journey Mapping: learn how to map and analyze user journeys, customer journeys, and life journeys identifying key touchpoints and opportunities for improving user experiences, customer experiences and life experiences.

Senteo

Emotional engagement: develop skills in creating emotional connections with customers fostering customer engagement and brand loyalty.

Senteo

Problem-solving and critical thinking: enhance your problem-solving abilities and critical thinking skills through exercises and real-world case studies, enabling you to tackle your business area challenges effectively.

Senteo

Customer touch point identification: identify and understand various customer touch points, both physical and virtual. You will learn to recognize the different types of customer contacts and touch points that occur throughout the customer journey.

Senteo

Standardization and contact model building: learn how to standardize customer contacts and create customizable contact models across different channels. They will develop the skill to design and implement consistent and effective customer contact processes.

Senteo

Enhancing customer environments: acquire the ability to use experiential realms and theming techniques to enhance customer environments.

Who Should Enroll in this Program?

This program is open to anyone with proven experience in the field of distribution; and has been specifically designed for those professionals to understand the basic concepts needed to design, build, measure, and manage experiential and transformational offerings.

Customer Experience Directors/Managers: This program would be suitable for professionals leading customer experience teams or managing customer experience initiatives within an organization. 

Operations Managers: Professionals overseeing operational processes within an organization can benefit from understanding the impact of customer experience on overall business performance. 

Marketing Managers: Marketing managers can benefit from the program as it provides insights into aligning marketing strategies with customer experience goals. They will learn how to create customer-centric campaigns, optimize touch points, and enhance overall customer satisfaction.

Senteo

This program is also recommendable for Sales Managers, Product Managers, Business Development Managers, entrepreneur/start-up founders, Customer Service Managers, Senior Executives/Leaders, Consultants and Advisors.

Senteo Customer Experience Certification

Once you have satisfactorily completed all the course requirements you will receive your certificate of achievement by email. This certification is valid for 3 years.

Senteo Customer Experience Certification
Co-Author of The Experience Economy
“No company better applies our ideas on The Experience Economy than Senteo, and this certification program does a great job of teaching how to build relationship-centric, experience-based businesses. Everyone should attend!”
Co-Author of The Experience Economy
B. Joseph Pine II,
The Senteo Learning Experience

All of our educational programs follow a simple but very effective approach designed together with an organizational psychologist to improve the retention of concepts and stimulate application of the methodology to real world business needs. All programs are structured with the following four components:

The Senteo Learning Experience

Learn — understand the theory and mechanics behind each aspect of the methodology

The Senteo Learning Experience

Do — apply the different aspects of the methodology during exercises and work groups

The Senteo Learning Experience

See — observe real world applications, examples and case studies related to each aspect of the methodology

The Senteo Learning Experience

Extend — identify and support the possibilities for real-world applications of the methodology specific to current business needs and goals

MEET YOUR PROFESSOR
Michael Ruckman, President & CEO of Senteo
Michael Ruckman, President & CEO of Senteo
Michael Ruckman, President & CEO of Senteo

Michael is a regular keynote speaker and guest lecturer at Stockholm School of Economics, Skolkovo School of Management, UNLV, Financial University, BAI, EFMA, Lafferty, ICSC, MECS+R, as well as many other international conferences and corporate events. As well, Michael has authored dozens of educational courses in the areas of strategy, digital and business model transformation, leadership, customer experience, corporate culture development, gamification, customer relationship management (CRM), and others with over 30,000 participants since 2004.

25 years
of experience
30,000+
graduates
300+
projects
30
countries
25 years
of experience
30,000+
graduates
300+
projects
30
countries
Michael Ruckman, President & CEO of Senteo
Testimonials
Senteo
Customer Experience for Distribution Leaders (CXD)
5 engaging and effective courses, 44 chapters
Total duration of the video lessons: 7h 30m of video
Average time needed to complete the program: 26 hours
Interactive videos
Relevant case studies
Personalized feedback on written assignments and final exams
Direct communication with faculty
Free coaching – two formats to choose from: Ask an Expert (written format) or Basic Business Coaching (30 min. session)
Certificate of achievement at program completion
Language: English. Videos with CC in English, Spanish, Russian and Turkish
Access to the course content: 3 months
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