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CUSTOMER EXPERIENCE PROGRAM





LEARN TO MAKE CUSTOMER EXPERIENCE YOUR DIFFERENTIATOR

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 College may be one of the most important investments
your company can make.
Go to:
About the Program   –   Program Details   –   Curriculum   –   Leadership Team  
–   What Others Say

Download the Customer Experience Brochure



ABOUT THE CUSTOMER EXPERIENCE PROGRAM

Learn 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. 


PROGRAM DETAILS

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8 MODULES ONLINE ($4,995)

Rolling Admission - Start Anytime
 * Self-paced
 * CX Portfolio & all course materials
 * Hands-on projects
 * Interactive Discussion boards


Register Now



4 DAY IN-PERSON ($4,995) – CURRENTLY ON-HOLD

In-person classes will be announced once dates are finalized, and held at Mercy
College Campus.
 * Breakfast & Lunch
 * CX Portfolio & all course materials
 * Hands-on projects
 * Networking events


THE CURRICULUM

The Customer Experience Program provides you with a challenging
interdisciplinary curriculum designed to prepare you to analyze, create, and
deliver unique customer experiences. Customer experience impacts all areas of
your business, but how do you get started? Simply register now! You'll get
guidance, practical tools and straightforward advice, along with examples and
case studies to help you create a great customer experience strategy.

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.


Register Now


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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.

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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.

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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.

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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.

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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.

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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.

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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.

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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.

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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.

Register Now



THE LEADERSHIP TEAM

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CAROL BUEHRENS

Carol is the author of ‘Happy RAVING Customers!’ and is a leading CX expert. She
has a wealth of skills and expertise to draw from, constructing customer
experiences for over 30 years for major companies such as Liberty Mutual,
Northrop, McDonnell-Douglas, Bechtel, GE, Mercury Marine, and ICW Group
Insurance Companies.

Carol’s passion for improving customer experience has resulted in numerous
awards, including the prestigious “CX Innovation Award” from the Customer
Experience Professionals Association (CXPA), ICW Group CEO Award, the Liberty
Mutual Star Award, and is listed in the World's Top 30 Customer Service
Professionals.

A Founding Member and Expert Panel Member of the international Customer
Experience Professional Association (CXPA), Carol is also an active member of
the San Diego Customer Experience Special Interest Group (CX SIG), and Professor
at California State University Fullerton and University of California San Diego.

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JC QUINTANA

JC is a best-selling author and researcher focused on the psychology and process
that leads to quality stakeholder relationships. His impressive career spans
over 25 years of leadership guiding Customer Experience, Employee Engagement,
and Channel Alliance efforts for SAGE, ADP, HP, and DXC Technology in Managing
Partner, Regional Vice President, and Global Head of Innovation roles. He holds
advanced degrees in Organizational Psychology and dedicates his research to
developing corporate cultures that promote genuine relationships with all of its
stakeholders. He currently lectures on relationship psychology and
human-centered design topics at 11 US universities.

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MICHAEL TRUETT

Michael 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 DIETZ

Erich 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.


WHAT OTHERS SAY ABOUT THE CUSTOMER EXPERIENCE PROGRAM. . .

"Becoming a CX expert doesn't happen automatically or overnight. It requires
on-the-job training AND taking a course at a reputable college. 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


"The 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 the program for anyone looking to bring
customer experience to the forefront of their business."
- 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


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To learn more about the CERTIFi Customer Experience Program and how it helps
companies and executives, schedule a call with the program manager. 

Download the Customer Experience Brochure

CERTIFi by Mercy College
555 Broadway
Dobbs Ferry, NY 10522
Phone: 914.888.5237
certifi.mercy.edu

CONTACT US

Teri Nardo Irvin - Program Manager
Women in Leadership / Customer Experience
Email: tnardoirvin@mercy.edu
Phone: 914.648.7711
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 * Customer Experience
 * Women in Leadership