Online Training:
Customer-Powered Profits

10 Lessons to Unlock the Potential of Customer Experience

Online Course, Self-Guided, Available in English, B2B, B2C, Non-Profit, Public Sector

With Kerry Bodine

CEO & Founder, Bodine & Co.

Author of Outside In: The Power of Putting
Customers at the Center of Your Business

Founding Member, Customer Experience
Professionals Association (CXPA)

  • Flexible Schedule
  • Real-World Exercises
  • 12-Month Access
  • Instructional Videos
  • Virtual Huddles with Kerry
  • No CX Background Required

Learn CX Concepts & Put Them Into Practice

This virtual, self-guided course is a hard-hitting primer designed to get you off the sidelines and into the customer experience game, regardless of your role or prior knowledge of CX concepts and practices. Customer-Powered Profits has 10 modules, organized around 3 themes:

PART 1: Introduction

What is CX? And why should you care?

Modules 1 & 2 introduce the elements of great customer experiences

  • Explore the link between experience investments and strong business performance
  • Understand what customer experience is, what it’s not, and how everyone in an organization is responsible for continually improving the customer experience
PART 2: Defining the problem

What experience are you currently delivering — and why?

Modules 3–6 help you understand what it’s really like to be your customers today.

  • Explore how customers’ wish lists are different from their needs & expectations
  • Discuss tools to help you understand the sources of their pain points
  • Dive deep into the organizational factors that are supporting (or thwarting) your customers’ experiences
PART 3: Creating Solutions

What experience should you deliver in the future?

Modules 7–10 help define a future customer experience that successfully supports your customers’ needs, your business objectives, and your brand.

  • Learn how to identify and develop solutions with the greatest potential to create a positive impact
  • Discover tactics to ensure that they’ll be effective
  • Get familiar with the tools and practices you’ll need to deliver on your plans

Topics We’ll Cover

  • Interviewing Customers
  • Experience Design
  • Prototyping
  • Journey Mapping
  • Ideation
  • Testing
  • Service Blueprinting
  • Prioritization
  • Business Case Development
  • Root Cause Analysis

“SPOT ON! I love how Kerry brings these big messages into understandable, bite-sized chunks for anyone who may be new to the CX world — or for teams who need a refresher.”

Marlin Webster , SGI

Everything You Need to Succeed

  • 10 Instructional Videos

    Kerry breaks down and guides you through the concepts and tactics for each of the 10 modules, in her trademark friendly, engaging style. WIth 12 months’ access, you can set your own pace and re-watch as often as you like.

    .

  • Live Virtual Huddles

    Join regularly scheduled virtual huddles with Kerry and fellow course participants for valuable live sessions to share your progress and best practices, get feedback and advice, and learn from your peers at other organizations.

    .

  • Real-World Exercises

    Each module contains a post-video exercise so you can apply what you’ve learned. By the end of the full course, these cumulative exercises empower you to complete a real-world customer experience project and apply learnings to your day-to-day activities.

    .

  • Knowledge Assessments

    Track your own progress with our open-ended assessments. These assessments empower you with key messages to champion the business value of customer experience across your organization.

    .

  • Discussion Guides

    The learning shouldn’t stop with you or the course. These guides help you facilitate productive discussions about the topics from each module within your department — and across all the functions in your organization.

    .

  • Ready-To-Use Tools

    You’ll complete your exercises using frameworks, guides, and worksheets that Bodine & Co has been refining over more than a decade of CX practice.

    .

CX For Everyone

World-class customer experience is a team sport — and every single person in an organization plays a role in delivering it. That’s why this course is designed for anyone and everyone, whether your “customers” are clients, users, members, patients, students, citizens, prospects, buyers, users, or employees

For Individuals

Whether you’re a customer experience professional — or just need to get a grip on how your customers’ needs and expectations have changed over the past few months — this course is for you.

For Organizations

We want everyone in your organization to know what it takes to put the customer at the center of your business. Our enterprise pricing ensures that we’re delivering a high-impact and cost-effective training solution that scales for large groups. Inquire about pricing for your team or cross-functional organization today.

    For those serving
    customers

  • Customer Experience
  • User Experience
  • Marketing
  • Sales
  • Customer support
  • Product development

    Or internal stakeholders
    & employees

  • IT
  • Human Resources

    And those working behind
    the scenes

  • Operations
  • Process improvement
  • Finance
  • Legal

FAQs

Is this course for me?

Short answer: Yes! This course is meant for anyone looking to sharpen their customer experience tools, whether completely new or as a refresher for someone already familiar with customer experience.

I’m buying for my team. Is there a discount?

We’ve worked with teams of 6 up to 600! Contact us for more information on enterprise pricing.

What tools are included?

You’ll have access to relevant tools and methods that Bodine & Co. has been using — and perfecting — for the past 15 years, including a journey mapping exercise, discussion guides, brainstorming worksheets, and prioritization tools.

Who is Kerry Bodine?

Kerry Bodine is a leading authority in the field of customer experience. She’s the Founder and CEO of Bodine & Co. and co-author of Outside In: The Power of Putting Customers at the Center of Your Business, which Steve Forbes hailed as an “eye-opener [that] gives you a comprehensive, need-to-know look at how smart companies achieve sustainable success in dealing with customers.” She’s a founding member of the Customer Experience Professionals Association (CXPA), former VP and Principal Analyst from Forrester Research’s customer experience practice, and regular speaker at leading CX events around the world. In short, she knows her stuff.

Why is this better than other experience courses?

First, you’ll be learning directly from one of the industry’s leading experts on customer experience: what you’re learning is grounded in years of practice, thought leadership, and best practices — that’s the same person some of the world’s largest companies have relied on for advice and guidance.

Second, it’s designed to give you everything you need to actually DO customer experience work at your company. That includes the knowledge base and skills to feel confident enough to get to work once you complete this course. And you can do it on your own time.

Last, even though it’s conveniently self-guided, you still have access to Kerry through virtual huddles. Burning questions or something you just want to understand better? You’ll have the chance to ask her yourself.

For more, check out Top 10 Reasons to Enroll in Customer-Powered Profits.

How will we access it?

Once you purchase the course, you’ll receive an email giving you access to Bodine & Co.’s online hub, where you’ll find all the course content and resources. If you’re purchasing for multiple team members, you’ll be prompted to provide their emails to set up their account access.

How long do I have access to it?

Your subscription gets you 12 months access to all course content and tools.

Still have questions?

Send us a message.

Ready To Dive In?

We use cookies to optimize site functionality and give you the best possible experience.
Accept