Informed, Connected, Empowered

This describes your customer of today. They demand organizations to rethink their business models. Now you can learn to devise strategies to grow your business in new ways.

Now, Move Beyond The Fundamentals

Venture into the core of digital channels, value-added marketing, customer experience ecosystems, technology and execution excellence. Rutgers Customer Experience 2.0 Certificate Program is like no other. It builds on the frameworks you acquired in our Rutgers Customer Experience Certificate Program. And it takes you beyond. Now, gain advanced leadership knowledge and skills needed to grow your customer-first organization.

Program Prerequisite

This is a multi-course curriculum program. Participants must have completed their Rutgers Customer Experience Certificate in order to register for CX 2.0.

Who Should Attend

The program is ideal for those influencing customer experience at their company, such as strategy, innovation, marketing, operations, customer service, human resources, IT, data analytics, communications, social media and finance professionals.

Learning Experience

Sessions are comprised of case study presentations, lectures, group exercises and thought-provoking discussions. Throughout the program, you work on your customized Customer Experience Excellence Plan for your own organization.

The Customer Experience 2.0 Certificate Program Core Curriculum

Successful customer-centric organizations share habits when it comes to meeting customer demands. Learn from industry leaders how they use the CX best practices to grow their businesses.
  • Discover the rules of the CX road.
  • Find out what has propelled leading companies to the top.
  • Investigate the challenges and learn how they broke through barriers and silos to succeed.
Take an in-depth look at the connected customer of today. Review new technology and changing opportunities. Be ready to infuse customer centricity and analytics into new digital CX management models.
  • Build the digital roadmap for your connected customer.
  • Explore critical success factors in customer-centric digital channels.
  • Identify key objectives to reach goals and measure triumphs.
To meet the demands of customers, marketing must evolve from an acquisition to a value-add channel, serving all business silos within an organization. Learn to utilize these experience makers for your customers.
  • Learn to turn the prospect funnel into a CX continuum.
  • Move beyond collateral to value-added engagement.
  • Explore drip technology to engage, assist and educate.
When you map your customer’s processes against your own, and measure sentiment and satisfaction, you come away with a powerful and strategic view. Learn to reapply your journey skills for this new approach.
  • Identify misalignment and gaps.
  • Gain insights into internal challenges that become major roadblocks for your customers.
  • Streamline inefficiencies for both you and your customers.
How do leading companies use customer experience to differentiate their brand? Why do they win or lose, and better yet, recover and thrive? This panel-driven module brings executives together to explore their findings.
  • Learn what, why, and how they succeeded with customer experience.
  • Gain mentoring advice for your own initiatives. Apply core strategies to energize your CX initiatives.
What can one employee do to impact customer experience? Learn about internal messaging, communications and tactical execution, as well as individual efforts, that result in positive influences on everyone.
  • Examine what others have done and learn trusted techniques.
  • Identify what success looks like for your organization.
  • Ideate actions and approaches to apply at your own company.
Your frontline teams have an immediate and personal impact on customers. In fact, these experiences have a bigger influence on customer retention than any other, even over product satisfaction.
  • Explore company-wide service excellence culture and how to achieve it.
  • Find how employee experiences impact your customers.
  • Define actions to help teams amaze customers.
How do you solidify and operationalize Customer Experience to make a lasting impact on your organization? Find out how to turn “new behavior” into a “normal daily  routine” within your corporation.
  • Discover how to integrate CX practices into initiatives.
  • Gain insight on what works and apply it at your company.
  • Understand daily challenges and create your success plan.
Classes starting
SPRING 2018

Call us today to learn more
and to reserve your seat!

844.669.7884