Customer Experience 2.0 Program
Learn to Make Customer Experience Your Differentiator
The CX 2.0 Certificate Program is an advanced course tailored to boost your expertise in Customer Experience (CX). This course expands upon the concepts and skills you learned during the prerequisite course, The Customer Experience Certificate Program. CX 2.0 acts as a vital steppingstone, equipping you with the necessary knowledge to fully harness and expand your competencies.
Learn what it takes to create brand experiences to drive loyalty, achieve higher revenue gains, and reduce costs. Develop deeper insights and integrate innovative strategies to help your organization see the world through your customer's eyes.
The UND Customer Experience Program is designed by industry experts for professionals seeking practical tools for this fast-growing discipline. From your initial CX maturity assessment, vision development and goal setting, persona and journey design, to empathy stories and cultural engagement, be ready to roll-up your sleeves and apply your new skills in this hands-on, interactive course.
The UND Customer Experience Program is designed by industry experts for professionals seeking practical tools for this fast-growing discipline. From your initial CX maturity assessment, vision development and goal setting, persona and journey design, to empathy stories and cultural engagement, be ready to roll-up your sleeves and apply your new skills in this hands-on, interactive course.
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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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Eric GreenbergEric Greenberg is an entrepreneur and author, currently leading Zschool as CEO. He's committed to providing the highest quality executive education programs to help professionals advance their careers and drive business success. His latest book, Strategic AI, is specifically tailored for non-technical leaders and decision-makers seeking to understand how AI is not just a buzzword, but a fundamental shift disrupting industries.
Eric is an accomplished AI instructor with a profound passion for blending the realms of AI and education. Through his mentorship and guidance, numerous AI enthusiasts have been inspired to pursue careers in this rapidly advancing domain. He actively collaborates with industry experts, leading research institutions, and AI organizations to stay abreast of the latest advancements in the field. Through his thought leadership, he contributes to shaping the future of AI by sharing insights, presenting innovative methodologies, and fostering fruitful collaborations. With over 25 years of experience, his executive education courses have been delivered by more than 40 universities internationally. His programs have been featured in the New York Times and many are consider critical programs to several fortune 500 companies. Prior to his involvement in executive education, Eric built and sold a successful marketing company with over 5000 employees and 35 offices. His book, Strategic Digital Marketing, has been translated into multiple languages and used as a textbook at several universities. He has a demonstrated passion for education, leadership, and entrepreneurship, and has presented at numerous conferences and events as an industry expert. Eric holds a degree in Economics from Wharton School of Business and a law degree from the New York University School of Law. |
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Stephene KleinStephene Klein is a trailblazer whose academic and professional journeys stand as a testament to her relentless pursuit of excellence. She holds three master's degrees - an MBA, MPH, and MPHA - from Everglades University, Boca Raton, FL, where she graduated summa cum laude, marking her place at the pinnacle of her class with an unrivaled 4.0 GPA. This academic titan not only delivered the Graduate Commencement keynote address, inspiring a crowd of over 1,000 attendees, but she is also a notable faculty member guiding the next generation of leaders. Her profound insights and wealth of knowledge have shaped countless C-suite executives, fostering excellence and innovation on a global scale.
Outside of academia, Stephene has consistently made a global impact. As a recipient of the Global Vision Award for Brand Strategy in 2023, and a featured cover story of South Florida Magazine in 2021, she has etched her place in the global business echelons. Her dynamic role at Zschool, saw her spearhead over 300+ Advisory Board meetings, shaping the strategic direction for over 3,000 CxOs and senior executives worldwide. With 20+ years of award-winning business development and engagement marketing experience, coupled with 15+ years of senior leadership roles, Stephene consistently drives sustainable revenue growth for leading global companies. Her extensive experience across multiple domains, including sales, marketing, and partnerships, and her well-established global network, position her as a catalyst for success in complex business environments. |
"Becoming a CX expert doesn't happen automatically or overnight. It requires on-the-job training AND taking a course at a reputable university. That's exactly what I did and recommend you take the same program offered by the University of North Dakota. Read about my #CX class experience and how you can differentiate your brand, too!"
- Stacy Sherman, MBA, CUA, Customer Experience Leader
- Stacy Sherman, MBA, CUA, Customer Experience Leader
"This program has done a great job of putting customer experience front and center for our organization. The concepts and lectures in the program are engaging and easy to follow, and the worksheets allow me to easily apply the concepts to my daily work. I recommend this CX program for anyone looking to bring customer experience to the forefront of their business."
- Jenny Baranowski, Awards Director, SIIA
- Jenny Baranowski, Awards Director, SIIA
"The course has been great for me and my company. It has given us new ways of thinking, allowed us to look at different ways of doing things and pull from successes in other industries that have translated into successes in our business that we wouldn’t have explored before."
- Brett Fish, Cognizant, Senior Director Business Development
- Brett Fish, Cognizant, Senior Director Business Development
To learn more about the UND Customer Experience Program and how it helps companies and executives, schedule a call with the program manager.