Customer Experience Program |
Learn to Make Customer Experience Your Differentiator
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Companies providing excellent customer experiences set themselves apart from the competition. They understand how they deliver to their customers can be as or more important than what they deliver. The Customer Experience Program offered through CERTIFi by Mercy University may be one of the most important investments your company can make.
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About the CX ProgramLearn what it takes to create brand experiences to drive loyalty, achieve higher revenue gains, and reduce costs. Develop deeper insights and integrate innovative strategies to help your organization see the world through your customer's eyes.
The CERTIFi Customer Experience Program is designed by industry experts for professionals seeking practical tools for this fast-growing discipline. From your initial CX maturity assessment, vision development and goal setting, persona and journey design, to empathy stories and cultural engagement, be ready to roll-up your sleeves and apply your new skills in this hands-on, interactive course. |
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8 Modules Online ($4,995)Rolling Admission - Start Anytime
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4 Day In-person ($4,995) – Currently On-holdIn-person classes will be announced once dates are finalized, and held at Mercy University Campus.
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The Customer Experience Program meets the same high academic standards of the Mercy graduate programs, with a challenging interdisciplinary curriculum designed to prepare you to analyze, create, and deliver unique customer experiences.
Each module builds your skills, helps you develop strategies, and provides you a full CX Ultimate Toolkit with OVER 60 workshop booklets, team-focused activities, templates, assessments, and planning guides, and culture posters. All to help YOU on the road to immediate success.
We develop CX professionals that do extraordinary things for their organizations. Throughout the program, you're encouraged to work on your own projects. By the end of the program, you'll have completed your Customer Experience Portfolio, with real solutions to apply immediately to the challenges in your workplace.
Each module builds your skills, helps you develop strategies, and provides you a full CX Ultimate Toolkit with OVER 60 workshop booklets, team-focused activities, templates, assessments, and planning guides, and culture posters. All to help YOU on the road to immediate success.
We develop CX professionals that do extraordinary things for their organizations. Throughout the program, you're encouraged to work on your own projects. By the end of the program, you'll have completed your Customer Experience Portfolio, with real solutions to apply immediately to the challenges in your workplace.
Module 1 - Customer Experience Introduction
Define the concept of Customer Experience. Find out what makes a beloved company and the essential elements that endear these brands to us.
- Identify Customer Experience leaders and laggards.
- Discuss what sets these types of experiences apart from others, making you less likely to advocate for a certain brand.
- Create your comparison scorecard to identify critical elements that set leaders apart from the rest.
Module 2 - Customer Experience Strategy For Success
Learn why Customer Experience isn’t a project with a start and end date, and why this isn’t a state of mind – it’s a state of your organization and it starts at the top. Integrating Customer Experience into business strategy, and skillfully executing, leads to enormous rewards. You’ll achieve higher customer engagement, reduced churn, increased revenue, and greater employee satisfaction.
- Develop insights into what a customer-centric organization looks like and how to get there.
- Discover elements that comprise an effective and strategic customer experience plan.
- Create critical goals and roadmap to help reach your customer experience vision.
Module 3 - Your Customers, Their Journey
Customer Experience Journey Maps are arguably the most important instrument for capturing your customer’s true interactions, emotionally and cognitively, with your company’s brand. Discover your customers and their experiences, and use these strategic tools for communications, analysis, planning, management, and innovation.
- Develop insightful customer personas and stories that promote cultural empathy and impact decisions.
- Identify critical customer views of interactions throughout multi-channel touchpoints.
- Use journey maps to capture experiences and emotions and improve the lives of your customers.
Module 4 - Accelerate & Improve Decisions With Data
Customer Experience initiatives fizzle quickly if you don’t connect the dots between your customers’ perceptions, touch points, service delivery, cost savings and ROI. Customer churn rates, share of wallet, Net Promoter Scores, average handling times, and cost of acquisition, can and need to tie to your bottom line.
- Explore leading practices that drive ongoing business improvements.
- Link customer perceptions with operational costs and profitability.
- Discover the most relevant, actionable metrics for your organization to drive desired business results.
Module 5 - Customer-Focused Innovation
Customer-Focused Innovation is the perfect blend of theory, practice, strategy and invention. Innovating on behalf of your customers doesn’t start with a problem statement – it starts with your customer. Learn to use empathy techniques to break through the culture barrier at your company and close the “knowing-doing” gap.
- Apply creative strategies that support innovation.
- Gain insights to understand the needs of your customers.
- Work to improve customer experience while adding value they’ll rave about.
Module 6 - Principles Of Customer Relationship Building
Customer Experience is multi-faceted and relies on the strong relationships you build with your customers. Use the Customer Relationship Development Model to identify and define core elements to build relationships and improve overall experiences. Through collaboration and ideation, you create a maturity matrix specifically for your business.
- Apply modern relationship building models.
- Develop your own Customer Experience-based Customer Relationship Maturity Matrix.
- Discover essential elements and apply the Technology Framework for CRM and Customer Experience.
Module 7 - Customer First Culture
Great customer experience start with great employee experience. Educate yourself and your workforce on how to foster a customer-first culture that positions you for the greatest, longest-term success. This isn’t “blowing up” the culture you already have – it’s embracing what you have and collaborating to make a difference for your customers.
- Accept the reality that your customer experience will never exceed your employee experience.
- Engage the hearts and minds of your people.
- Determine how to work together to deliver your brand promise and great customer experiences.
Module 8 - Navigating Politics Of Change
Change is hard, people are resistant, and the market is becoming more fiercely competitive every day. Organizations must quickly evolve or be left behind. It takes a special leader to navigate these waters and get your entire organization marching to the same drummer. Arm yourself with these indispensable leadership skills.
- Discover how to drive adoption across your entire organization.
- Successfully jump start your role by gaining quick wins and bring others along with you.
- Become a successful change-agent for experience-first thinking and inspire change.
Capstone Project: Your Customer Experience Strategic Plan
The program culminates in your very own strategic plan for your organization. To achieve the highest return-on-investment, you're encouraged to add to the capstone throughout the program. By following your strategic plan, you'll operationalize and infuse customer experience ideals into your cultural DNA. As an added bonus, by the end of the class you'll have completed your very own professional Customer Experience portfolio.
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Carol BuehrensCarol Buehrens is a Customer Experience (CX) Strategist, Author, Keynote Speaker and Educator. Her best-selling customer experience book, Happy R.A.V.I.N.G. Customers! provides practical advice to bring data-driven CX best practices to your own organization. She blends her deep understanding of customer-centricity with cutting-edge AI. With a passion for delivering exceptional customer experiences and a keen interest in emerging technologies, she has become a driving force in leveraging AI to transform and optimize customer interactions.
Carol has emerged as a leading figure in the field, dedicated to equipping individuals with the knowledge and skills to navigate this evolving landscape. She has developed innovative curriculum and training programs, empowering learners in the field of practical and creative use of AI technology. Her insights and expertise inspire fellow professionals to embrace AI as a strategic tool for enhancing customer satisfaction and building lasting relationships. Her innovative teaching methodologies, characterized by interactive learning experiences, a learn-by-doing approach, and real-world case studies, have consistently garnered praise from students and professionals alike. Her dedication to staying abreast of the latest advancements in AI and her unwavering passion for education make her an invaluable asset to both students and professionals seeking to embrace the transformative power of artificial intelligence. Carol has led numerous teams to success at large corporations, including Northrop, McDonnell-Douglas, Bechtel, Liberty Mutual, GE, Mercury Marine, and ICW Group Insurance Companies. Her passion in improving customer experiences has resulted in many industry awards, including the “CX Innovation Award” from the Customer Experience Professionals Association (CXPA), ICW Group CEO Award, and the Liberty Mutual Star Award. She has been listed in the top 20 of the Global Top 30 Gurus for Customer Experience since 2015, and is a Founding Member and Expert of the international Customer Experience Professional Association (CXPA). |
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Michael TruettMichael is known for creating, improving and executing collaborative Design Thinking sessions and Customer Experience frameworks across diverse industries at different stages of growth. He has worked with companies such as Spotify, The New York Times, Dow Jones, Tech start-ups, and Telecom providers globally.
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Erich DietzErich is the Vice President of Worldwide Strategic Accounts for InMoment. He has over 15 years of executive experience spanning consulting, business development, and solutions architecture. He is also a designated CXPA Expert and regular contributor to the community’s Google+ Hangouts and other events.
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JP Saini As Chief Information Officer for TRC, JP focuses on leveraging technology to digitally transform business and support profitable growth through improving customer experiences. JP is passionate about the mix of CX and technology and the impact of ensuring infrastructure is reliable, maintainable, scalable, flexible, and secure for all customers.
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Mentor Team Contributors
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Art EfremkinArt Efremkin serves on the 5-member management committee for Aerolase Corporation and is also the firm’s VP of Business Operations. Previously, he was the U.S. Managing Director for Prela, a consultancy specializing in digital transformation and software systems, where he worked with clients like a top 10 global pharmaceutical company, Arcadia Healthcare, the U.S. Department of State, and Harvard University.
He is an advisor to Brock Capital Group and is a member of the Advisory Committee for the Customer Experience Program at Mercy University. Previously, Art was an advisor and executive-in-residence at Lambda Prime Funds, a $100 million technology development fund. A hands-on professional, Art is both an accomplished programmer and a capital equipment sales expert. Outside of his professional endeavors, he enjoys skiing and helping immigrants and first-generation Americans thrive. Art graduated from Tufts University and holds two patents in jet engine design. |
"Becoming a CX expert doesn't happen automatically or overnight. It requires on-the-job training AND taking a course at a reputable university. That's exactly what I did and recommend you take the same program offered by CERTIFi. Read about my #CX class experience and how you can differentiate your brand, too!"
- Stacy Sherman, MBA, CUA, Customer Experience Leader
- Stacy Sherman, MBA, CUA, Customer Experience Leader
"This program has done a great job of putting customer experience front and center for our organization. The concepts and lectures in the program are engaging and easy to follow, and the worksheets allow me to easily apply the concepts to my daily work. I recommend this CX program for anyone looking to bring customer experience to the forefront of their business."
- Jenny Baranowski, Awards Director, SIIA
- Jenny Baranowski, Awards Director, SIIA
"The course has been great for me and my company. It has given us new ways of thinking, allowed us to look at different ways of doing things and pull from successes in other industries that have translated into successes in our business that we wouldn’t have explored before."
- Brett Fish, Cognizant, Senior Director Business Development
- Brett Fish, Cognizant, Senior Director Business Development
To learn more about the CERTIFi Customer Experience Program and how it helps companies and executives, schedule a call with the program manager.