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Certification Program
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 by breaking free from the confines of products and channels to design offerings based on the desired outcomes sought by customers. Creating a colossal shift from "What a customer buys" to "What value is created for the customer" changes the framing for innovation focused on solutions and the quality of the relationships that emerge while helping customers to achieve their desired outcomes. 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.
$745 One-Time Charge
3 engaging and effective courses, 18 chapters 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 Curriculum
Course
Solutions: Beyond the Boundaries of the Product
This course explores The Progression of Economic Value, innovation approaches, and customer relationship dynamics. Participants learn to leverage customer relationships for transformative business growth and move from product-centric to value-driven solutions.
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Chapter 1
Understanding the Progression of Economic Value & The Experience Economy
Chapter 2
Exploring Different Approaches to Innovation
Chapter 3
Understanding Experiential Innovation
Chapter 4
The Components of Customer Relationships & The Relationship Dynamic
Chapter 5
Using Customer Relationships to Guide Transformations
Chapter 6
Exercise – The Progression of Economic Value
Chapter 7
Moving from Products to Solutions - Added Value IS an Experience
Chapter 8
Final Exam - Designing a Solution
Course
Customer Journeys: Guiding Customers to their Desired Outcomes
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.
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Chapter 1
Introduction to Customer Journeys
Chapter 2
Understanding User Experiences (UX) & User Journeys (UJM)
Chapter 3
Understanding Customer Experiences (CX) & Customer Journeys (CJM)
Chapter 4
Understanding Life Experiences (LX) & Life Journeys (LJM)
Chapter 5
Final Exam - Mapping a Customer Journey
Course
Relationship-Centric Offerings: Understanding & Influencing Customer Behavior
This course explores different forms of segmentation, life-event solutions, complex customer journeys, and influencing cyclical purchasing patterns with relationship-centric offerings.
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Chapter 1
Historical Development of Approaches to Customer Segmentation
Chapter 2
Using Data, Social Context, & Game Theory to Engage Customers & Influence Behavior
Chapter 3
Introduction to Cyclical Purchases & Relationship-Centric Offerings
Chapter 4
Introduction to Themed Ecosystems
Chapter 5
Final Exam - Designing a Relationship-Centric Offering
What Will You Learn?
Customer experience management: gain the ability to design, manage, and optimize customer experiences, ensuring customer satisfaction and loyalty.
Customer relationship management: acquire skills in building and maintaining customer relationships, understanding customer needs, and fostering long-term loyalty.
Segmentation and targeting: gain the ability to identify and segment target markets effectively, tailoring your efforts to specific customer groups.
Data analytics: acquire the knowledge of customer-oriented analytics and data-driven decision-making, enabling you to extract insights and make informed decisions.
Customer Journey Mapping: learn how to map and analyze customer journeys, identifying key touchpoints and opportunities for improving customer experiences.
Emotional engagement: develop skills in creating emotional connections with customers fostering customer engagement and brand loyalty.
Who Should Enroll in this Program?
This program has been specifically designed for product managers, marketing professionals, innovation leaders, customer experience managers, business development executives, entrepreneurs and start-up founders, customer success managers, sales professionals, UX professionals, and customer insights and analytics professionals.
Customer Experience Directors/Managers: This program would be suitable for professionals leading customer experience teams or managing customer experience initiatives within an organization.
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.
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, 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#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.
Great ideas and concepts for understanding the role of customer experience and customer relationship.
Natalia S.
#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.
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.
Great course! Helpful practice activities.
Tresford Ch.
Experiential Innovation & Relationship-Centric Offerings (EIP)
3 engaging and effective courses, 18 chapters 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 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.
Other Online Programs
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$1,995 One-Time Charge
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Still Have Questions?
Senteo’s Content
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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…
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.
In the book Fearless Organization, author Amy Edmondson explores the culture of Psychological Safety while providing a blueprint to facilitate and adapt your organization to incorporate the methodology outlined.
In this updated edition, the author builds on the concepts of his 2006 book in more detail and provides more examples of how companies implemented the system.
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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