CX 2.0 Program Curriculum

Take your understanding of CX to new heights! Build on the foundations you already developed and explore the intricacies of delivering value to both your customer and your organization. You’ll learn how to utilize new technology to service your customer, measure CX performance for tangible results, and understand the impact of diversity on CX.

The program is presented online as an 8-module, self-paced course. You’re immersed in practical hands-on projects as you apply principles and techniques to drive transformative innovation. Step into your CX leadership journey and make a transformative impact in your organization, community, and beyond. As part of the program, you’re provided with the 30-60-90 Day CX Plan to add to and develop into your own, personalized action plan.

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Module 1 - Customer Experience – Today’s Disrupted Customer

You'll learn the basics of the "new reality", factors affecting your customer's experiences, and why it's critical to understand these impacts from a competitive standpoint in today’s economy. You'll discover advanced techniques in business and the recent trends. You'll get a look at how to connect ROI to your efforts and strategies to gain organization-wide approvals.

• Explores how technologies like AI and Metaverse reshape customer expectations.
• Stresses adapting CX strategies in a tech-driven market.
• Highlights understanding technological trends for competitive CX

Module 2 - Balanced Success – Value to Customers & Business​​​

During this module, you’ll explore how to harness the value of CX, learn about the balanced scorecard and how to apply the value framework, dig into the details of customer data, and explore the positive business impacts of fostering a customer-obsessed team. You'll also discover CX value metrics and define smart goals.

• Implements balanced scorecards for aligning business and customer needs.
• Analyzes customer data for strategic insights.
• Uses metrics to assess value to customers and business.

Module 3 - Value-Stream Mapping & Relationship Continuum​​

You'll discover the critical importance of creating seamless customer experiences, why service blueprinting can help you align internal processes to customer needs, the associated uses of customer journey maps, and explore the positive effects of strong customer relationships. Finally, you’ll review the social business model and how best to embrace it.

• Designs seamless experiences through value-stream mapping.
• Utilizes customer feedback for relationship building.
• Focuses on long-term customer engagement strategies.

Module 4 - Changing Technological Landscape

In this module, you’ll explore the impact of technology on CX, including using artificial intelligence (AI) as an experience assistant, unlocking the CX metaverse, and CX and the forecasted impacts of Web 3. You'll also peek at the possible future of CX and insights on how to navigate this changing environment.

• Investigates AI, Metaverse, Web 3's role in evolving CX.
• Adapts to rapid tech changes for better CX.
• Leverages new technologies to enhance customer experience.

Module 5 - CX Performance & ROI​

This module explores various strategies for advocating CX initiatives, encompassing general approaches to making a persuasive case. Notably, the focus sharpens on Return on Investment (ROI) as a compelling and quantifiable rationale, showcasing how enhanced CX directly translates to measurable financial gains. By comprehending the significance of CX, mastering persuasive tactics, and emphasizing ROI, you can strategically position your company to reap the rewards of prioritizing exceptional customer experiences.

• Builds business cases for CX initiatives.
• Measures CX performance using key tools.
• Calculates and proves ROI of CX efforts.

Module 6 - Impact of Diversity on CX​

Knowing how to employ the power of diversity, equity and inclusion (DEI) will help you shape exceptional customer experiences. This module uncovers the impact of diversity on CX and helps you navigate through practical steps to embrace diversity in your CX initiatives, highlighting the relationship between employee experience and customer experience. You’ll explore the benefits of effective diversity practices, understand the crucial role of planning in DEI, and craft a persuasive business case for DEI initiatives.

• Highlights diversity's role in enriching CX.
• Enhances CX with diverse perspectives.
• Builds inclusive customer experiences.

Module 7 - The Power of One – Your Critical Experience Makers​

You’ll review key steps for fostering a service-excellence culture, embracing the role of AI, leveraging qualitative data, and aligning employee experience with customer satisfaction. Identify companies championing employee empowerment, revealing its profound influence on CX. You'll gain insights and strategies to initiate impactful change within your organization's culture, driving elevated satisfaction for both employees and customers.

• Cultivates a culture of service excellence.
• Emphasizes individual impact on CX.
• Engages employees in CX strategies.

Module 8 - Achieving the Dream – Organizational Change​

In this module, you’ll explore the effort dedicated to cultivating effective CX leadership. You’ll review the vital traits, skills, and competencies that define successful CX leaders. By reflecting on your own strengths and weaknesses, you'll pave the way to growth and development.

• Identifies effective CX leadership traits.
• Navigates organizational change for CX.
• Develops competencies for CX leadership.

Capstone Project: Build your strategic 30/60/90 Day CX Plan​

Develop a detailed, adaptable CX plan incorporating personal insights, goals, and strategies. This plan should be a practical guide to applying your newfound knowledge and skills across your organization, ensuring tangible improvements in customer experience.

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