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Team & Corporate Learning
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.
With over 46,000 participants since 2010, Senteo has compiled a list of over 34 course titles for professionals in Customer Experience, Relationship Management, Loyalty, Leadership, Change Management, Innovation, and several other topics.
Team & Corporate Learning options are designed for maximum absorption and follow-through to implementation. Most courses can be adapted or customized for specific client context and desired learning outcomes.
As practitioners, all trainers rely on real world implementation experience in addition to structured and engaging theory, methodology, and case studies. The Senteo Team has a track record of over 300 successful projects in 30 countries.
Pre-Course Diagnostics may be added to better customize topics, content, and exercises. As well, Advisory & Coaching sessions can be added to any education program to guide and support teams through implementation.
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
Delivery formats
Online Education
This is the catalog of courses and certification programs based on the ready-to-use Senteo methodology.
Onsite education
This is a flexible and tailor-made solution that allows you to be trained in Senteo’s methodology in a physical environment. Subscribe to stay informed of our onsite education offering.
Hybrid education
This training delivery format is a customized solution to maximize your learning team’s time. Different portions of the courses are delivered onsite, remote over Zoom, and/or online in The Senteo Online Learning Center.
Remote education
Engage real-time education over Zoom just as you would in a physical environment. This learning delivery method allows a perfect balance between theoretical content, individual assignments, live interactions, and practical group exercises over Zoom breakout rooms and other new-generation collaborative tools.
Course Catalog
We offer a wide range of content topics and formats for those interested in learning different parts of our methodology. Formats may range from a couple hours to a few days depending on the desired level of detail and the involvement of the group. All participants will receive a certificate of completion for formats longer than eight hours of study.
Customer Experience Certification
Rated by Forrester Research as one of the top CX certification courses globally, we offer three levels of certification in our Customer Experience Methodology. Participants can choose a progressive course of study to complete a certification as a Specialist, Expert, or Expert Advisor in our distinct methodology for both customer experience and relationship-centric businesses. Over 2,100 participants from 16 countries have completed various levels of this certification course.
Course
Customer Experience Specialist
General understanding of the principles of customer experience (CX) along with structure and methodology to design, build, measure, and manage positive, engaging, and fulfilling customer experiences.
Course
Customer Experience Expert
Deep and detailed methodology and tactics specific to the concrete elements of the methodology.
Course
Customer Experience Advisor
Understanding of business transformation and change management related to the evolution of business models required to be customer-centric & relationship-centric and a progression from good customer experiences to good customer relationships.
Our courses typically range from 1 – 3 days of training, use our standard delivery approach, and participants receive a certificate upon completion of the course. Topics may be customized to meet the specific needs of different business and industries.
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.
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
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.
Our master classes typically range from 2 – 4 hours of study in a fast-paced, engaging, and entertaining educational format. We view master classes as an interesting format to generate interest in further study; therefore, no certificate of completion offered due to the reduced scope of study. Our workshops are typically 6-10 hours of study, use our standard delivery approach, and participants receive a certificate upon completion of the workshop if the workshop duration was at least eight hours.
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.
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
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.
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
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).
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.
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
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
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.
Bringing customer experience to the front line has long been a difficult task. Senteo has designed, together with the help of an organizational psychologist, two programs specifically for those working directly with customers with an accent on elements of emotional and social intelligence. With over 25,000 participants in these courses to date in over 7 countries, these courses have been consistently improved and fine-tuned to be cross-industry and appropriate for different cultural norms.
Frontline Trainings
Customer Experience Training (CET) – The Art of Experience
Training is designed for delivery in a leader-lead approach. A foundation is built for constructive feedback and ongoing development of a team personality and collective behavioral norms.
Senteo Team & Corporate 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.
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.
Customizable Learning Programs, Team Guidance & Support
All of our programs are quite powerful by themselves, but we also offer several ways to make them more impactful for participants and bring more value for businesses. The following three options can be added to any of our educational programs:
Discovery
It often helps for us to “get to know” the current state of the organization requesting our educational programs and any relevant issues that we should take into consideration. The more we understand the context and environment for the training, the better we are able to adapt our delivery to meet the specific needs of the organization.
Customization
We have over 30 topic categories for our educational programs, but roughly 70% of our programs have some form of customization when delivered as corporate programs. This customization allows us to use examples and case studies that will be most relevant to and most memorable for the participants of the programs.
Guidance & Support
Roughly 50% of our educational programs involve some period of guidance and support during the implementation of new ideas following the programs. Expert support and guidance greatly reduces errors, re-works, and failures while teams take the concepts and methodology components from our educational programs and apply them to real world business scenarios.
Study Tours
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 concepts to real world business needs.
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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.
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.
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.
Achieving high productivity with minimal time investment! Unconventional and valuable!
Irina Sh.
#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.
#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.
Great ideas and concepts for understanding the role of customer experience and customer relationship.
Natalia S.
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.
Great course! Helpful practice activities.
Tresford Ch.
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.
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Senteo’s Content
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Development cycles, customer-centric business models, corporate culture and other topics discussed with the local press during a trip to Kyrgyzstan and a workshop with Bai Tushum Bank in Bishkek.
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.
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…
The authors provide a comprehensive overview of the customer experience, drawing on previous relevant works and providing a detailed and well-written guidebook for business practitioners interested in the subject.
Scott Gould uses his diverse expertise and life experience to define engagement providing a framework within the book which describes this process, with both tactical and strategic utility.
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.
Goleman explores the importance of leaders developing and maintaining emotional intelligence. Building on themes and ideas from previous works, this book is geared specifically towards helping leaders develop those skills.
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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