Customer Centric Culture Foundation and Certification Program - September 2021 USA
Includes all of the Pre-work Modules for the Live Online Sessions
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The Customer Centric Culture Foundation and Certification Course comprises of
- Four (4) self-paced learning modules
- Four (4) live instructor-led sessions
- Project submission and knowledge test (Module 5)
- Presentation and certification awards (Module 6)
Registration Closes
Wednesday, 25 August, 2021
Self-Paced Learning Goes Live:
Wednesday, 25 August, 2021
Live Sessions Starting Time:
- 12pm PST
- 3pm EST
Live Session Dates:
- Module 1: Wednesday, September 1 (3 hours)
- Module 2: Wednesday, September 8 (2 hours)
- Module 3: Wednesday, September 15 (2 hours)
- Module 4: Wednesday, September 22 (2 hours)
- Module 5: Self-Paced Tasks + Exam: Project Submission Due Friday October 1
- Module 6: Certification Presentation Meeting: Thursday, October 7 (1 hour)
Sean Crichton-Browne - Head of Global Customer Engagement
Sean has wide business experience in how companies develop a focus around customers that helps them to grow and prosper. He has deep knowledge and experience in sales and sales management and has owned and managed his own solutions company for more than 25 years in Sydney. Sean works with MarketCulture clients and accredited partners to identify their needs and what solutions are relevant to satisfying those needs. He has particular knowledge and experience in the service and technology industries. Sean has led major customer-centric culture transformation projects across the globe including recent engagements with Deutsche Telecom, Wright Medical, Eric Insurance and Sydney Water.
Diane Magers, CCXP, MS, MBA.
Passionate experience transformation executive and change agent. Sherpa for new and developing experience obsessed organizations. Thought leader and innovator for ways of engaging associates, customers and partners. Believes sustainable change requires embedding customer and experience capabilities into all parts of an organization.
Skilled in creating CX business value and systematically changing organizations to align around experience and drive financial impact. She specializes in enabling brands with skills and competencies like design thinking, journey management and value mapping to drive sustainable shifts in how organizations work to achieve results. Over 25 years of transforming experiences working in and with brands such as Sysco, AT&T, State Farm, Dale Carnegie, CommScope, Invisalign, Ciena, Freeman, Sodexho, Equifax and MoneyGram.
Diane is the Emeritus Chair and recent CEO for the Customer Experience Professionals Association, speaks and conducts workshops all over the world to help transform CX strategy into action. Diane earned a Master’s in Clinical Psychology and a Masters of Business Administration. She is a Certified Customer Experience Professional (CCXP), and holds certifications in Voice of Customer, Customer Experience Management, Net Promoter Score and CX Design and Innovation LUMA certified.
Annette Franz, CCXP
With almost 30 years in the customer experience profession, Annette Franz, CCXP is founder and CEO of CX Journey Inc. She is an internationally recognized customer experience thought leader, coach, keynote speaker, and author of Customer Understanding: Three Ways to Put the "Customer" in Customer Experience (and at the Heart of Your Business). In this book, she outlines the importance of customer understanding to developing a customer-centric culture.
Course Curriculum
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StartThe Goal of Module 1 (0:24)
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StartWhere did the idea for a customer culture come from and why does it matter? (1:55)
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StartSession 1A: What is a Customer Culture? (0:52)
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StartSession 1B: Key Idea - What's best for the customer is best for the business. (5:39)
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StartArticle: Product centric versus customer centric – does it matter?
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StartSession 2A: Why is a customer culture so important today? (3:22)
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StartSession 2B: Why is a customer culture important for leaders to develop their teams? (1:24)
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StartSession 2C: Why is a customer culture important to all employees ? (1:16)
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StartSession 2D: How will your company benefit from having a customer culture? (1:28)
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StartIn-company interaction exercise
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StartCustomer Culture Quiz
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StartThe Goal of Module 2 (0:31)
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StartSession 1A: The high-level link between customer culture and business performance Session (1:10)
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StartSession 1B: Which specific behaviors drive business outcomes (1:37)
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StartSession 2A: Why the 8 disciplines model was developed (2:46)
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StartInstructions for the 8 Disciplines
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StartCustomer Insight Discipline (6:06)
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StartCustomer Insight Practices Review and Discussion Exercise
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StartCustomer Foresight Discipline (6:24)
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StartCustomer Foresight Review and Discussion Exercise
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StartCompetitor Insight Discipline (7:55)
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StartCompetitor Insight Review and Discussion Exercise
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StartCompetitor Foresight Discipline (4:55)
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StartCompetitor Foresight Review and Discussion Exercise
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StartPeripheral Vision Discipline (6:20)
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StartPeripheral Vision Review and Discussion Exercise
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StartEmpowerment Discipline (3:39)
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StartEmpowerment Review and Discussion Exercise
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StartCollaboration Discipline (3:32)
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StartCollaboration Review and Discussion Exercise
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StartStrategic Alignment Discipline (6:45)
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StartStrategic Alignment Review and Discussion Exercise
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StartIn-company interaction exercise
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Start8 Disciplines Quiz
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StartModule 1 Presentation Slides (2:14)