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Senteo Solutions
Guiding change and transformation is not an easy task, regardless of the scope and complexity of the change. With over 25 years of business transformation experience, we have various tools and tactical approaches that allow us to create value for clients quickly. Our experience in different countries, industries, and economic environments gives us confidence in our ability to guide change in an efficient and sustainable manner.
Senteo Solutions
Guiding change and transformation is not an easy task, regardless of the scope and complexity of the change. With over 25 years of business transformation experience, we have various tools and tactical approaches that allow us to create value for clients quickly. Our experience in different countries, industries, and economic environments gives us confidence in our ability to guide change in an efficient and sustainable manner.
Projects
With a very detailed methodology in the areas of customer experience, relationship management, and loyalty, Senteo has helped hundreds of companies to improve the quality of customer contacts, customer experiences, and customer relationships all with the goal of creating more profitable, stable, and long-lasting customer relationships.
Diagnostic
This first step in new client engagements allows us to map the current state of a client organization and also analyze opportunities for immediate benefits. The light version is a standardized, six-week discovery project designed to quickly assess the current state of development and choose and launch the most appropriate development initiatives. The more detailed diagnostic option is completed over the course of 3 months and delves deeper into the operating model, organizational model, and longer-term strategic development goals of the organization.
Retainers
The Senteo team is comprised of experienced practitioners that have proven experience implementing the solutions they propose. Using the detailed Senteo methodology, the team will educate client teams and guide change in the client organization to improve the quality of customer experiences and customer relationships. Ongoing retainer projects allow the team to work closely with the client organization to transfer knowledge along with generating results.
Learn more about our case studies
Our Methodology
The Senteo Methodology is a framework used to help organizations to design, build, measure, and manage their business to generate profitable, long-term, and mutually beneficial relationships with their customers. While our clients may be in various evolutionary stages, our methodology is designed to help companies understand and extract value from the relationships they share with their customers.
Team & Corporate Learning
Master Class
Workshop
Using Customer-Oriented Analytics & Behavioral Scenarios to Improve Business Performance
Understand the value of a customer-oriented analytics package and how behavioral scenarios can be used to improve profitability through influencing behavior and usage.
Master Class
Workshop
Leadership In The Digital Age – A Guide To Leading Agile & Adaptive Organizations
Understanding how leaders must evolve with relation to the evolution of business models, new management models, and the significant changes to the workforce with Digital Natives now making up more than 50% of the workforce globally.
Master Class
Workshop
Understanding Game Dynamics & Applying Gamification to Drive Customer / Employee Engagement & Loyalty
To understand the principles of game dynamics and learn how to effectively use the elements of gamification in business: to involve customers, employees and contractors in the process.
Master Class
Workshop
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.
Coming
Soon
Soon
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).
Management Training
Workshop
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.
Master Class
Workshop
Evolution of CRM Systems – Relationship Management & Influencing Customer Behavior
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.
Master Class
Workshop
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.
Master Class
Workshop
Designing Experiential Customer Environments (Physical & Digital)
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.
Management Trainings
The Leadership Playbook for Guiding Digital Transformations
Understand how to manage both internal and external digital transformation while considering the landscape for digital business models and the effect on traditional business models. Understanding organizational readiness for transformation and the role of corporate culture in managing transformations.
Management Trainings
The Difficulties & Imperatives of Leadership in The Digital Age
The changes in consumer behavior, employee behavior, and the evolution of business models in the digital age cause significant difficulties and imperatives for leaders who must develop new skills and evolve their leadership styles to be effective in this fast changing, challenging, and competitive environment.
Management Trainings
Strategy & Transformation Management
Understanding how to design & manage change/transformation programs in organizations of different sizes. This course will help any size team or organization to better deal with change & transformation on any scale.
Speed up your learning results with free access to basic business coaching
All our certification programs include at least one free basic business coaching session for basic business problems or difficulties applying the concepts in our courses and methodology to any specific business context.
Transformational Methodology
Using our transformational methodology that focuses on creating positive, fulfilling, and memorable customer experiences, Senteo has helped its clients to design and implement sustainable business models that generate clear results for both our clients and their customers.
The project experience of Senteo Team includes work for a variety of well recognized global and regional brands, including but not limited to:
The project experience of Senteo Team includes work for a variety of well recognized global and regional brands, including but not limited to:
Industries
The main strategic objectives of the bank created the need for a significant transformation project structured with several stages and considering almost all areas
Banking
Healthcare
Retail
Telecom
Insurance
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Testimonials
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.
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’s Content
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What major trends will impact customer experiences in the next 3-5 years? In the article Michael Ruckman discusses the strengths and limitations of technology in improving customer experiences.
In light of a global trend towards digitalization and online services, Tom Mouhsian explains why physical bank branches are far from an anachronism in a digital world. Explains Why Real Loyalty Has No Expiration Date
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.
Ries explores the pitfalls and shortcomings that catalyzed many start-up failures, and the tools and mindset required to avoid that same fate, offering insights from both anecdotes and theory perspective.
The book is organized into 2 main sections, the first explains value and experience for the customer, the second explains how any company can create value through experience.
Daniel Goleman goes into detail providing an extensive theory and explanation of human behavior, emotional intelligence and how to interpret emotions, identifying the five major components of emotional intelligence.
A comprehensive manual on the changes occurring in the banking world, with a focus on the three main disruptive forces which are dramatically changing the financial services industry.
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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