Certification Program
Customer Experience for Marketing Professionals (CXM)
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.

Sign up
Add to your list: add to your list
5 engaging and effective courses, 43 chapters5 engaging and effective courses, 43 chapters
Total duration of the video lessons: 7h 30m of videoTotal duration of the video lessons: 7h 30m of video
Average time needed to complete the program: 24 hoursAverage time needed to complete the program: 24 hours
Interactive videosInteractive videos
Relevant case studies Relevant case studies
Personalized feedback on written assignments and final examsPersonalized feedback on written assignments and final exams
Direct communication with facultyDirect 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 completionCertificate of achievement at program completion
Language: English. Videos with CC in English, Spanish, Russian and TurkishLanguage: 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 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?
Senteo

Customer Experience Management: Participants will gain the ability to design, manage, and optimize customer experiences across various touchpoints, ensuring customer satisfaction and loyalty.

Senteo

Brand Management: Participants will develop skills in building and managing brands, including brand identity development, positioning, and maintaining brand consistency.

Senteo

Communications Strategy: Participants will learn to craft effective marketing messages and develop communication strategies that resonate with the target audience and drive engagement.

Senteo

Customer Relationship Management: Participants will acquire skills in building and maintaining customer relationships, understanding customer needs, and fostering long-term loyalty.

Senteo

Segmentation and Targeting: Participants will gain the ability to identify and segment target markets effectively, tailoring marketing efforts to specific customer groups.

Senteo

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.

Senteo

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

Senteo

Emotional Engagement: Participants will develop skills in creating emotional connections with customers through experiential marketing techniques, fostering customer engagement and brand loyalty.

Senteo

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.

Senteo

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.

Senteo

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.

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
Senteo
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
Senteo Online Education Calculator

We understand that choosing the right course or certification program can be overwhelming with the numerous options available. That's why we've created this calculator to help you find the best fit for your goals and needs.
By answering a few questions about your current situation and aspirations, we will provide you with tailored recommendations from our range of courses and certification programs.

Senteo Online Education Calculator
Other Online Programs
PRICING AND SUBSCRIPTION
Get Extra Features
Discovery
$9/month

50%

Open Webinars (Live Steam)

10%

Education (Online Courses & Certifications)

10%

Advisory & Coaching

Online Community

10%

Ask an Expert

Premium Content
Practitioner
$19/month

Open Webinars (Live Steam)

15%

Education (Online Courses & Certifications)

15%

Advisory & Coaching

Online Community

25%

Ask an Expert

Premium Content
Professional
$39/month

Open Webinars (Live Steam)

20%

Education (Online Courses & Certifications)

20%

Advisory & Coaching

Online Community

50%

Ask an Expert

Premium Content
Expert
$69/month

Open Webinars (Live Steam)

25%

Education (Online Courses & Certifications)

25%

Advisory & Coaching

Online Community

Ask an Expert

Premium Content
Still Have Questions?

    Senteo’s Content
    See All
    In this article, we will analyze a new category of processes designed to cultivate customer relationships. These processes seamlessly integrate into sales and service operations, forming a unified approach that facilitates smooth transitions between products throughout the length of the customer's interaction with the bank.
    Emerging as a compelling alternative to traditional banking, neobanks place a strong emphasis on providing swift banking services, responsive customer support, fair fee structures, and user-friendly financial products.
    Ian Newman looks back on several years of rapid change in brand and communications in the Russian market, as well as offering his insights into future developments and trends.
    Voice On Demand Retail Podcast: Part 2 – The three faces of Digital for Retailers
    Michael Ruckman talks about Customer Experiences & Customer Journeys, The three faces of Digital for Retailers and the state of leadership in the retail market today.
    Voice On Demand Retail Podcast: Contacts, Experiences and Journeys: What customers really want
    Michael Ruckman, President & CEO of Senteo talks about Customer Contacts, Experiences, and Journeys in this fast moving presentation from the MECS+R Congress in 2021 in Dubai.
    Michael Ruckman Talks about Customer-Centric Business Models
    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…
    Jim Collins and Morten Hansen build on Colins’ previous works. They use a similar format of case studies and analyzed research to identify drivers of success in “great” companies.
    In this book, Guy Kawasaki seeks to explain why individuals of sound body and mind follow others. Kawasaki argues that this is an important question for all of humanity.
    The authors apply their knowledge on the subject with their firsthand experience with gaming concepts to create a guide to gamification and its application within the business environment.
    The book is a detailed examination of how organizations and other structures — not only the people there — can learn and adapt to become better and more productive.
    Contagious: Why Things Catch On is a dive into the concept of viral marketing and how something can be shared to the point of being a cultural phenomenon.
    Reicheld builds on the Six Principles of Loyalty: play to win/win; be picky; keep it simple; reward the right results; listen hard, talk straight; and preach what you practice.
    How to Build a Business That Lasts 100 Years
    Join strategist Martin Reeves as he explains how executives can apply six principles from living organisms to build resilient businesses that flourish in the face of change.
    What is Relationship-Centricity?
    This short video explains what relationship-centricity is and how it is different from customer-centricity. Follow the link to see how companies can extract value from their relationships with
    Explanation of What UX, CX and LX is and the Difference Between CEM & CXO
    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.