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 – see their comments below.

https://youtu.be/Ni6mm6pvS-s

Customer Experience Certification Courses (https://youtu.be/Ni6mm6pvS-s)

Add to your list:

B. Joseph Pine II,

Co-Author of The Experience Economy

“No company better applies our ideas on The Experience Economy than Senteo, and this certification course does a great job of teaching how to build relationship-centric, experience-based businesses. Everyone should attend!”

Senteo Customer Experience Certification

Forester Research rated the Senteo customer experience certification as one of the best programs in the world

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.

Structure & Content

Understanding the Overall Customer Experience Methodology
Segmentation, Customization, Personalization
Understanding Customer Relationships and Loyalty
User Journeys, Customer Journeys, & Life Journeys
Experiential Offerings
Customer-Centric/Relationship-Centric Business Models
Experiential Customer Touch Points
Relationship Management Processes & CRM Toolkit
Culture and Organizational Evolution
Experiential Branding and Communications.

Training

Course Duration

Team Dynamics

The Senteo Learning Experience Methodology

Customer Experience Certification Program

Coffee Break

Number of Participants

Onsite Education

Customer Experience Expert

Deep and detailed methodology and tactics specific to the concrete elements of the methodology:

Experiential Offerings
Experiential Customer Environments
Relationship Management Processes & CRM Toolkit
Culture & Organizational Evolution
Brand & Communications

Structure & Content

Deeper content designed to follow the Customer Experience Specialist Certification Course. Each module contains the following topic components with corresponding cases studies, exercises, and discussion:

Design — Develop Concept, Test, Detail, & Plan
Build — Pilot, Refine, Prepare, & Roll-out (Operational Model)
Measure — Track Performance & Efficiency
Manage — Quality, Consistency, & Continuous Improvement.

Training

Сourse Duration per module

Team Dynamics

The Senteo Learning Experience Methodology

Customer Experience Certification Program

Coffee Break

Number of Participants

Number of Modules in a Course

Onsite Education

Customer Experience Expert 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.

Structure & Content

Designed for people that will manage change/transformation, this course includes methodology, case studies, exercises, and discussion on how to guide change/transformation in organizations seeking a customer-centric and/or relationship-centric business model. Topics include:

Understanding of traditional strategic and project management approaches
Exploring non-traditional approaches for design & implementation of new strategic concepts
Understanding Development cycles & Business model evolution
Where and when is it important to be agile/adaptive
Understanding how change effects behavior in organizations
Approaches to guiding change & transformation in organizations of different sizes
Building an organizational culture receptive to ongoing evolution

Training

Course Duration

Team Dynamics

The Senteo Learning Experience Methodology

Customer Experience Certification Program

Coffee Break

Number of Participants

Onsite Education

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.

MEET YOUR PROFESSOR

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

countries

25 years

of experience

30,000+

graduates

300+

projects

countries

CHECK THIS OUT

Feedback

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.

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.

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