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
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Add to your list: add to your list
11 engaging and effective courses, 98 chapters11 engaging and effective courses, 98 chapters
Interactive videosInteractive videos
Relevant case studiesRelevant case studies
Personalized feedback on written assignments and final examsPersonalized feedback on written assignments and final exams
Direct communication with facultyDirect communication with faculty
2 free coaching sessions2 free coaching sessions
Certificate of achievement at program completionCertificate of achievement at program completion
This program has been designed for middle and top managers of any size organizationThis program has been designed for middle and top managers of any size organization
Average time needed to complete the full program: 52 – 80 hoursAverage time needed to complete the full program: 52 – 80 hours
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 for 6 monthsAccess 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.​
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.
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.
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).
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?
Senteo

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.

Senteo

Our CXO online certification program offers a multitude of benefits for professionals aspiring to excel in customer experience leadership roles.

Senteo

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.

Senteo

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.

Senteo

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.

Senteo

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.

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
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
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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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