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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. 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.
$985 One-Time Charge
5 engaging and effective courses, 43 chapters Total duration of the video lessons: 7h 30m of video Average time needed to complete the program: 24 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 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 Brand & Communications
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.
What Will You Learn?
Customer Experience Management: Participants will gain the ability to design, manage, and optimize customer experiences across various touchpoints, ensuring customer satisfaction and loyalty.
Brand Management: Participants will develop skills in building and managing brands, including brand identity development, positioning, and maintaining brand consistency.
Communications Strategy: Participants will learn to craft effective marketing messages and develop communication strategies that resonate with the target audience and drive engagement.
Customer Relationship Management: Participants will acquire skills in building and maintaining customer relationships, understanding customer needs, and fostering long-term loyalty.
Segmentation and Targeting: Participants will gain the ability to identify and segment target markets effectively, tailoring marketing efforts to specific customer groups.
Data Analytics: The program will provide participants with knowledge of customer-oriented analytics and data-driven decision-making, enabling them to extract insights and make informed marketing decisions.
Customer Journey Mapping: Participants will learn how to map and analyze customer journeys, identifying key touchpoints and opportunities for improving customer experiences.
Emotional Engagement: Participants will develop skills in creating emotional connections with customers through experiential marketing techniques, fostering customer engagement and brand loyalty.
Problem-solving and Critical Thinking: Participants will enhance their problem-solving abilities and critical thinking skills through exercises and real-world case studies, enabling them to tackle marketing challenges effectively.
Leadership and Collaboration: The program will foster leadership skills and promote collaborative work by encouraging participants to engage in group exercises, discussions, and projects, enhancing their ability to work effectively with teams.
Who Should Enroll in this Program?
This program is open to anyone with proven experience in the marketing area and has been specifically designed for top and middle management marketing professionals who would like to enhance or develop skills and competencies in marketing.
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.
Sales Managers: Sales managers can gain valuable knowledge on how customer experience impacts sales performance. The program equips them with the skills to optimize customer interactions, nurture long-term relationships, and create a seamless buying experience.
Product Managers: Product managers will find the program beneficial as it offers insights into understanding customer needs, preferences, and expectations. They will learn how to develop products that align with the desired customer experience, leading to increased customer satisfaction and loyalty.
This program is also recommendable for 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.
“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:
Learn — understand the theory and mechanics behind each aspect of the methodology
Do — apply the different aspects of the methodology during exercises and work groups
See — observe real world applications, examples and case studies related to each aspect of the methodology
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 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
We recently participated in an online training session with our colleagues from VTB about “Experiential Innovation”. During the training, Michael provided valuable insights into the economics of customer experiences, guided us in building Customer Journey Maps (CJMs), and highlighted the distinction between customer-centric and human-centric business models. He was exceptionally open, responsive, and generously shared his wealth of experience and knowledge. The training also gave me the opportunity to apply my understanding of behavioral economics and neurophysiology to real-life business cases. Once again, I want to express my gratitude to Michael and his entire team on behalf of myself and my colleagues. The experience was truly outstanding! 👍🔥
Anna Sh.
Michael’s workshops and master classes are always memorable and rated as “excellent.” It’s a pleasure to work with him and the entire Senteo team.
Alexey S.
For someone like me, an IT specialist and tech enthusiast, Michael’s course was like a journey to Mars! It felt like discovering a whole new planet that I was thrilled to explore. Everything was fresh and incredibly interesting. And the best part? Thanks to Michel, complex concepts were explained in a simple language that I could easily grasp. The assignments were designed in a way that pushed me to come up with original ideas. I highly recommend it to everyone!
Dmitriy G.
Achieving high productivity with minimal time investment!
Non-conventional and invaluable! From June 9th to 11th, I participated in the online training “Experiential Innovation,” and to say that it was an explosion of emotions, knowledge, and communication is an understatement! The materials provided by Michael are simple and easy to understand, and the tools used during the training are highly convenient. The result of this training is a boost of energy and even greater desire to delve deeper into the subject matter! Hold on, customers, this is going to be phenomenal! !#senteo
Elizabeth S.
Clear explanations, valuable information, knowledgeable instructor.
Fachar K.
I had the privilege to participate in Michael’s training about creating exceptional customer experiences. The experience was incredibly interesting, productive, and engaging. As someone who was new to online training, I was pleasantly surprised by the remarkable level of dynamics and engagement it offered. It was a truly cool and informative experience! I wholeheartedly recommend it to everyone.
Gleb St.
#Senteo and #MichaelRuckman – each presentation reveals a new side of the CX approach. I like the fine balance of theory and practice, as well as the combination of both seriousness and humor in the presentations at conferences and workshops, which makes the process even more fascinating and engaging.
Luiza U.
We took the UX Redesign course in an online format. Everything was organized excellently, with convenient tools for collaborative work. We didn’t notice any difference compared to in-person training. The team did a great job.
Roman N.
Great ideas and concepts for understanding the role of customer experience and customer relationship.
Natalia S.
Great course! Helpful practice activities.
Tresford Ch.
Training from #MichaelRuckman is all about simplifying the complex. The materials, delivery, and support are top-notch. After three days of training, the amount of knowledge acquired exceeded expectations. I want to specifically highlight the atmosphere, which inspires you to strive for new achievements! Thank you.
Sara B.
Irecently completed Michael Ruckman’s online training, “Experiential Innovation” for VTB Bank.” Three unforgettable days filled with an incredible emotional charge, a wealth of new knowledge and tools that can now be applied in practice. Throughout the training, I found myself realizing that every piece of information presented held immense value and would be beneficial in my future work. I extend a heartfelt thank you to Michael and the Senteo team for simply being who you are and for the outstanding work you do!
Yuliya A.
#senteo#MichaelRuckman
In an amazing way, he combines the depth of the subject with an easy delivery of complex materials. Employees from different levels participated in the online training “Experiential Innovation” for VTB Bank, and here are the key points highlighted by the participants:
1. Convenience and comfort of conducting the training over Zoom and utilizing Miro boards.
2. The training content. The connection between the product, the customer, long-term relationships, and creating innovative solutions to transition from a product-centric approach to a relationship-centric one is crucial and applicable to any innovation.
3. The chat support and participant engagement before the training were organized in a very natural and gentle manner.
4. The outcome of the training resulted in specific sets of innovative solutions in six different areas. This means that we could immediately put into practice what we worked on during the training. The knowledge gained is highly practical, which is essential for my company.
5. Michael:) I cannot fail to mention the charisma and vast experience of our trainer, Michael. It was extremely valuable that he shared his experience from different organizations.
In summary: I wholeheartedly recommend Senteo’s training sessions and plan to explore their other offerings as well.
Janna Kh.
Achieving high productivity with minimal time investment! Unconventional and valuable!
Irina Sh.
Customer Experience for Marketing Professionals (CXM)
5 engaging and effective courses, 43 chapters Total duration of the video lessons: 7h 30m of video Average time needed to complete the program: 24 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 Senteo Online Education Calculator
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Other Online Programs
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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
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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
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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
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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
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Ask an Expert
✔
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$19/month
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$39/month
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Premium Content
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$69/month
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25%
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For any banks interested in customer loyalty, don't miss the launch of our new market research to measure the quality of customer contacts in the banking Industry in Russia. The 2020 Customer Experience Culture Index
Why did 47% of CRM implementations in the US fail? Michael Ruckman explains why implementing CRM technology without adopting a customer-centric approach is like putting the cart before the horse.
What is the difference between retention and loyalty, and between customer-centric and relationship-centric business models? How exactly can one monetize customer experience? Michael Ruckman answers these questions and more…
An anthology of Harvard Business Review articles. The authors of the 9 articles provide a collection of best practices for making your customers loyal, translating this into profitability.
This book is about customer experience and how to implement it, stressing that customer experience is sustained not just by customer-facing elements but by the entire organization behind the scenes.
John DiJulius examines how to improve customer service in your organization. He underscores the importance of interpersonal skills, which he argues have declined due to increasing reliance on technology.
In CRM at the Speed of Light, the author seeks to address all the changes that have occurred since the previous edition as a result of technology and social media.
This quick 5-minute video explains the difference between User Experience, Customer Experience and Life Experience, provides examples of each and explains the difference between CEM and CXO.
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