Online Course: Customer-Powered Profits

10 lessons to unlock the power of CX

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Unlock the Power of CX

Our 10-module online course introduces you and your employees to the core concepts and practical skills they need to become more customer focused — no matter what their job function is

With this training course, customer experience professionals will gain the skills they need to lead CX improvement initiatives. And everyone in your organization — from frontline staff to behind-the-scenes employees — will discover the role they play in delivering an exceptional and profitable experience. Yes, this program is for everyone!

Part 1:
What is CX?
And why should you care about it?
The first two modules introduce the elements of great customer experiences — and make the link between experiences and business outcomes like increased revenue and cost savings. We’ll talk about what is customer experience, and what it’s not, and who’s responsible for fixing bad experiences.
Part 2:
What experience are you currently delivering?
The next four videos will help you understand what it’s really like to be your customers today. We’ll explore how your customers’ wish lists are different from their needs & expectations — and break out some tools that will help you understand the fundamental sources of their pain points. This middle section of the course is where we’ll dive deep into the organizational factors that are supporting (or thwarting) your customers’ experiences.
Part 3:
What experience should you deliver in the future?
Our last four modules will help you define your future customer experience — one that successfully supports your customers’ needs, your business objectives, and your brand. To do that, you’ll need to know how to identify solutions with the greatest potential to create a positive impact — and ensure that your solutions will be effective. And, of course, we’ll cover all the tools you need for this, as well.

What you’ll get

12 Months of Video Access

Group Calls with Kerry

Homework Assignments

Practical Assessments

Conversation Starters

Ready-To-Use Tools

12 Months of Video Access

The first module will be available on April 8, and all modules will be available by May 27. Purchase the course now to get access to all 10 modules through the end of May 2021.

Them watch them at a pace that’s right for you. Absorb the ideas, engage in internal discussions about the importance and applicability of the concepts, and incorporate new ways of thinking and working into your daily activities.

Group Calls with Kerry

Join regularly scheduled calls with Kerry and fellow course participants from other organizations. These valuable calls enable you to share your progress, ask questions, get feedback on your work, and learn from others.

Homework Assignments

Each module includes a practical homework assignment so that you can apply what you’ve learned. Each assignment will build on the previous one — giving you the opportunity to put the concepts in this course to work on a real-life customer experience improvement project.

Practical Assessments

Ensure that you’re making progress and staying on track with our open-ended assessments. This isn’t about checking a box to get a perfect test score — but making sure that you can articulate the key messages (like the value of customer experience) to others in your organization.

Conversation Starters

We don’t want the learning to stop with you. That’s why we’re equipping you and your management team to have productive discussions on the role of customer experience within your department and across all the functions in your organization.

Ready-To-Use Tools

Along with your homework assignments, we provide  frameworks, guides, tools, and worksheets that you can leverage to improve your customer experience long after the course is over.

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  • We’ll Show You How To Make Happy Happen

    • Inspirational ideas to get you thinking
    • Industry insights you can put into action
    • Invitations to our events
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