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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. 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.
$1,995 One-Time Charge
11 engaging and effective courses, 98 chapters Interactive videos Relevant case studies Personalized feedback on written assignments and final exams Direct communication with faculty 2 free coaching sessions Certificate of achievement at program completion This program has been designed for middle and top managers of any size organization Average time needed to complete the full program: 52 – 80 hours Language: English. Videos with CC in English, Spanish, Russian and Turkish Access to the course content for 6 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 Experiential & Transformational Offerings
This course covers different approaches to innovation and explores new sources of value creation both for customers and for businesses. A complete approach to product portfolio design will be provided along with various examples and exercises for relationship-centric offerings.
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.
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.
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Chapter 1
Introduction to Relationship Management Processes
Chapter 2
Building Relationship Management Processes for Contact & Dialogue with Customers
Chapter 3
Mapping Life Journeys (LJM) as Calendar for Relationship Management
Chapter 4
Building a Life Journey - Exercise
Chapter 5
Tools & Approaches fur Establishing Current State & Tracking Progress
Chapter 6
The Power of Education & Communities for Engagement
Chapter 7
Using Behavioral Data to be a Great Life Experience Partner
Chapter 8
Final Exam
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.
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Chapter 1
Introduction to CRM Toolkit
Chapter 2
Key Components & Architecture for Effective Relationship Management
Chapter 3
Understanding Data Management, Next Best Action, & Real Time Decisioning
Chapter 4
Understanding Operational Relationship Management Technology
Chapter 5
Using Goal Management Technology to Influence Behavior
Chapter 6
Final Exam
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.
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Chapter 1
Introduction to Organizational Evolution
Chapter 2
The Evolution of Leadership Requirements & Leadership Styles
Chapter 3
What Great Leaders Understand
Chapter 4
Behaving Like a Leader - Exercise
Chapter 5
The Evolution of Management Models
Chapter 6
The Evolution of Organizational Structures & Organizing for CX
Chapter 7
The Evolution of Performance Measurement Approaches
Chapter 8
Guiding Organizational Change & Transformation
Chapter 9
Final Exam
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).
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Chapter 1
Introduction to Corporate Culture
Chapter 2
Employee Engagement as a Driver for Workforce Productivity
Chapter 3
Game Dynamics in Everyday Life - Exercise
Chapter 4
The Mechanics of Managing Corporate Culture Development
Chapter 5
Goal Setting & Coaching
Chapter 6
Performance-Based Compensation
Chapter 7
Customer Experience Training, Job-Related Training, & Stills-Based Training
Chapter 8
Career Development Model
Chapter 9
Status & Recognition Programs
Chapter 10
Community & Team Building Programs
Chapter 11
Design a Corporate Culture Mechanic - Exercise
Chapter 12
Introduction Employee Experience (EX), & Employee Relationship Management (ERM)
Chapter 13
Final Exam
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?
The program consists of 11 courses that cover all the business areas necessary for those aspiring to become CXOs or those currently holding that position in their organization.
Our CXO online certification program offers a multitude of benefits for professionals aspiring to excel in customer experience leadership roles.
By enrolling in this program, participants gain a comprehensive understanding of customer experience management, from the basics of delivering great customer experiences to advanced strategies such as segmentation, journey mapping, and experiential offerings.
The program equips individuals with the knowledge and skills to analyze customer insights, optimize touch points, and effectively manage customer relationships. Furthermore, participants develop strong leadership capabilities, honing their ability to drive organizational change, foster a customer-centric culture, and make data-driven decisions.
With the acquisition of these valuable skills and a recognized certification, graduates of our program significantly enhance their career prospects and contribute to the success of their organizations in the ever-evolving landscape of customer experience management, increasing their marketability and career prospects in CXO and other senior-level roles.
Who Should Enroll in this Program?
Chief Experience Officers (CXO): The program would be particularly relevant for professionals aiming to become CXOs or those currently holding this position, responsible for overseeing and strategizing the overall customer experience within an organization.
Customer Experience Directors/Managers: This program would be suitable for professionals leading customer experience teams or managing customer experience initiatives within an organization.
Customer Insights Managers: Individuals responsible for analyzing customer feedback, conducting market research, and deriving actionable insights to improve customer experience would benefit from this certification program.
User Experience (UX) Managers/Designers: The program could be valuable for UX professionals focusing on creating intuitive and user-friendly experiences for customers across digital platforms and products.
We also recommend this program for User Experience (UX) Managers/Designers, Customer Relationship Managers, Product Managers, Marketing Managers, Sales Managers, Operations Managers, Business Development Managers, Entrepreneurs/Start-up Founders
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
Testimonials
#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.
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.
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.
Achieving high productivity with minimal time investment! Unconventional and valuable!
Irina Sh.
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.
Practical. Useful, Meaningful, Understandable.
Oliver T.
Plenty of real-world examples about other companies and business models. Quite useful for generating fresh ideas.
George B.
This helps me to “package” all my convictions and visions into one coherent body of knowledge in a clear and knowledge in a clear and logical format. Excellent structure!
Brian A.
Excellent program and perfect delivery method. This course forced me to think about alternative approaches to our current model and to organize the knowledge that I already have.
Nicolas S.
In my personal opinion, I probably heard the best expert in this field.
Mia L.
I was impressed by the high quality of the material. It had a lot of useful examples and best practice ideas that are very practical.
David Sh.
I liked every single thing about this training. Ready for the next level.
Ali U.
I really enjoyed this program. It’s clear where I should concentrate in my work after this.
Paula E.
Original and non-traditional approach – the best training that I’ve ever had.
Elisa R.
It’s now obvious to me where we make mistakes. I think we really need to rely on the guidance from this training.
Amir G.
Great ideas and concepts for understanding the role of customer experience and customer relationship.
Natalia S.
Clear explanations, valuable information, knowledgeable instructor.
Fachar K.
Great course! Helpful practice activities.
Tresford Ch.
Chief Experience Officer Certification Program (CXO)
11 engaging and effective courses, 98 chapters Interactive videos Relevant case studies Personalized feedback on written assignments and final exams Direct communication with faculty 2 free coaching sessions Certificate of achievement at program completion This program has been designed for middle and top managers of any size organization Average time needed to complete the full program: 52 – 80 hours Language: English. Videos with CC in English, Spanish, Russian and Turkish Access to the course content for 6 months 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.
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Answering your questions
There are three requirements that need to be met in order to achieve your certificate of achievement:
- Complete all the course videos
- Obtain at least 50% passing rate in all quizzes
- Obtain at least 50% passing rate in the 3 practical exercises and in the final exam
Yes, you can take the quizzes, exercises, and final exam an unlimited number of times to practice and improve your skills.
You have 3 months to access this course. If exceptionally you need more time, you can write your request to education@senteo.net
Your instructor and the course faculty are glad to see your progress and are here to support you in any possible way. Send us an e-mail to education@senteo.net
Still Have Questions?
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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.
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.
To Steve Yastrow, author of We: The Ideal Customer Relationship, the close, personalized relationship between business and individual, usually reserved for VIPs, is something that should occur with every encounter.
Improving Customer Satisfaction, Loyalty and Profit: An Integrated Measurement and Management System
The authors propose a five-stage process that links a company’s marketing, sales, product development and customer service departments to deliver top-quality products and a system for customer measurement and management.
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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