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1 | Helpful hints for what fits your preferences: | Universal CXM = transcends all industries, sectors, regions, sizes, stages & departments of an entity; EX = employee experience | Remote Online = Instructor-led; Self-Paced = at your convenience | |||||||||||||||||||||||
2 | see instructor's background & blog | You'll want to return to Strategic Impact guidance throughout your CX career. These practices set you apart from your industry. | CRCs = CCXP Renewal Credits | |||||||||||||||||||||||
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4 | Click "100%" above and select 75% to see all columns | |||||||||||||||||||||||||
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6 | INSTRUCTOR | TOPIC | CXPA RTP | COURSE | CONTENT | PRICE | NOTES | |||||||||||||||||||
7 | -- | Universal CXM | CXPA Recommended Training Provider | CXPA: Customer Experience Professionals Association | CCXP Exam administration | USD $495 | Exam separate from training | |||||||||||||||||||
8 | Lynn Hunsaker linkedin.com/in/lynnhunsaker B2B CCO: corp. strategy & quality 15 yrs CXM + 15 yrs consulting Instructor at SJSU, UC Berkeley ClearAction.com/blog | Universal CXM | CXPA Recommended Training Provider | ClearAction: CCXP Exam Course | 1. CX Metrics, Design, Culture, VoC, Strategy 2. Exam advice, 275 practice questions 3. Links to templates and examples Bonus: Traditional vs. Strategic Impact Practices* Experience Leadership Topic Mastery Certificate Certified Customer Experience Professional | USD $475 | 15 hours (4.5 hours audio) self-paced (optional live remote complimentary), Lifetime non-transferrable license to online resources, price is 44% less than 2015-2020 price for pay via credit card and global affordability | |||||||||||||||||||
9 | Ian Golding linkedin.com/in/iangolding 6 yrs Group CCO at retailer Black belt at GE IJgolding.com/blog | Universal CXM | CXPA Recommended Training Provider | Ian Golding: CX Framework | 1. CX Design, Metrics, Culture, VoC, Strategy 2. Exam Advice, Continual Learning Advice Certified Customer Experience Professional | BP £349 + VAT | 1 day remote online | |||||||||||||||||||
10 | Mohamed Latib linkedin.com/in/mohamedlatib2012 Dean/Strategy at universities 20 yrs Founder VoC software firm 16 yrs CXuniversity.com/blog | Universal CXM | CXPA Recommended Training Provider | CX University: 90 Days Roadmap to CCXP | 1. CX Strategy, Culture, Metrics, Design, VoC 2. Biweekly office hour CXS™: Customer Experience Specialist Certificate Certified Customer Experience Professional | USD $1395 | 90 days remote online weekly + 2 months access to online resources | |||||||||||||||||||
11 | Mohamed Latib linkedin.com/in/mohamedlatib2012 Dean/Strategy at universities 20 yrs Founder VoC software firm 16 yrs CXuniversity.com/blog | Universal CXM | CXPA Recommended Training Provider | CX University: La Serie CX 500 Francais | CX Strategy, Culture, Metrics, Design, VoC CXS: Certification de Spécialiste de l’Expérience Client Certified Customer Experience Professional | USD $795 | 80 hours self-paced, 6-month access to online resources | |||||||||||||||||||
12 | Nienke Bloem linkedin.com/in/nienkebloem Account mgt 13 yrs insurance ICT mgt 5 yrs at a bank B2C CX mgr 3 yrs at telecom nienkebloem.nl/en/blog-vlog | Universal CXM | CXPA Recommended Training Provider | Nienke Bloem: CX Masterclass | 1. CX Design, Metrics, Culture, VoC, Strategy 2. Hotel, food, drinks, parking Certified Customer Experience Professional | Euros €2395 | 2 days in-person | |||||||||||||||||||
13 | Jaap Wilms linkedin.com/in/jaapwilms Customer care 6 yrs media/telecom DX, EX, NPS 11 yrs in IT/financial jaapwilms.com/2023/ | Universal CXM | CXPA Recommended Training Provider | Wilms & Co: Customer Experience Masterclass | 1. CX Design, Metrics, Culture, VoC, Strategy 2. Hotel, food, drinks, parking Certified Customer Experience Professional | Euros €2295 | 2 days remote online or in-person | |||||||||||||||||||
14 | Derek Bildfell linkedin.com/in/derek-bildfell-4ab977 Sales 14 yrs + biz dev 6 yrs at IBM COO at IT firm 2 yrs CEO at research/CX firms 12 yrs AccelerationStrategy.com/blog | Universal CXM | CXPA Recommended Training Provider | Acceleration Strategy: Experience Management | Lighting the Fire, 2. Strategy, VoC, Design, Metrics, Culture Certified Customer Experience Professional | CAD $2700 | 10 weeks x 2.5 hours remote online | |||||||||||||||||||
15 | Sebastien Munar linkedin.com/in/sebastienmunar Analista de precios Gerente de retención Profesor y director CX Pacifico Business School | Universal CXM | CXPA Recommended Training Provider | Clientrika: Programma de Preparacion para Examen CCXP | 1. Intro to CX & CCXP Exam 2. Strategy, VoC, Design, Culture, Metrics 3. Integration & Focus Questions Certified Customer Experience Professional | USD $885 | Spanish: 2 x 2-hour sessions remote online | |||||||||||||||||||
16 | NGUYỄN DƯƠNG | Universal CXM | CXPA Recommended Training Provider | CEM Partner: CX Master | 1. Research, Measurement & Design 2. Customer-Centered Strategy & Culture Certified Customer Experience Professional | VND 18000 | Vietnamese, in-person | |||||||||||||||||||
17 | Olivier Mourrieras linkedin.com/in/oliviermourrieras Customer Service 9 yrs telecom B2B VoC & loyalty 7 yrs telecom VP CX energy | Universal CXM | CXPA Recommended Training Provider | CX-Impact: Mastering Customer Experience | 1. Stratégie expérience client 2. Culture client, gouvernance et responsabilités 3. Voix du client, connaissance et compréhension du client 4. Innovation et amélioration de l’expérience client 5. Métriques, mesures et retour sur investissement Certified Customer Experience Professional | Euros €1199 | French: 4 x 4-hour sessions or 2 days in-person | |||||||||||||||||||
18 | Hassan Mohammad linkedin.com/in/hassan-mohammad-ccxp-rtp-a1b50a55 Service design 8 yrs industrial retail IDEO Design Thinking certificate experience.multifarious.co/blog | Universal CXM | CXPA Recommended Training Provider | Multifarious: CCXP Coaching | 1. 2 100-question quizzes, ebook with 50 questions 2. 6 practice question videos, 7 CCXP prep videos 3. 60-day reading list, CV screening for CCXP application 4. 6 scenario exercises, 2-hour focus session, email/Messenger guidance Certified Customer Experience Professional | BP ₤1995 | 6 x 1.5-hr coaching sessions remote online, based in Saudi Arabia | |||||||||||||||||||
19 | Rajat Chawla linkedin.com/in/chawlarajat Customer Service experience 6 yrs | Universal CXM | CXPA Recommended Training Provider | Kyopo: CCXP Exam Simulator | 1. 2 100-question quizzes, ebook with 50 questions 2. 6 practice question videos, 7 CCXP prep videos 3. 60-day reading list Certified Customer Experience Professional | USD $319 | Based in India, self-paced | |||||||||||||||||||
20 | Marc Karschies linkedin.com/in/marckarschies Sales, Quality, Ops 20 yrs at banks University instructor 7 yrs CX consulting 11 yrs | Universal CXM | CXPA Recommended Training Provider | KCA Consultants: CCXP Exam Prep | CX Strategy, Culture, Metrics, Design, VoC Certified Customer Experience Professional | USD $319 | Based in UAE, self-paced | |||||||||||||||||||
21 | Keren Shaked linkedin.com/in/keren-shaeked-cx Deloitte 10 yrs Bank CRM Pharma business intelligence Head of XM at AKT 3+ yrs | Universal CXM | CXPA Recommended Training Provider | B-Pro: How to Drive CX Talk to Action (Hebrew) | 1. Customer Experience Strategy 2. Defining the Vision 3. Customer Insight 4. Measuring CX 5. Customer Journey Design Workshop 6. Digital Technologis Support CX 7. Employee Experience & Culture Promotes CX 8. Customer Experience Governance | In-person in Hebrew, CRCs | ||||||||||||||||||||
22 | Mohamed Latib linkedin.com/in/mohamedlatib2012 Dean/Strategy at universities 20 yrs Founder VoC software firm 16 yrs CXuniversity.com/blog | Universal PXM | -- | CX University: 90 Days Roadmap to PSX | 1. PX Strategy, Culture, Design, VoP, Measurement 2. Optional office hours PSX: Patient Experience Specialist | USD $1395 | 90 days live remote + 2-month access to online resources | |||||||||||||||||||
23 | Bruce Temkin linkedin.com/in/brucetemkin Strategy 2 yrs at Fidelity Retail brokerage startup 3 yrs Forrester analyst 12 yrs CXPA co-founder | Universal CXM | -- | Qualtrics XM Institute | 1. Lead: Strategy, Roadmap, Governance 2. Realize: Value Planning, Delivery, Metrics 3. Activate: Ecosystem, Expertise, Enablement 4. Enlighten: X&O Data, Monitoring, Distribution 5. Respond: Immediate, CIP, Decisions, Processes 6. Disrupt: Visioning, Design, Integration XMP: XM Professional | USD $595 | Online, recertify every 2 years | |||||||||||||||||||
24 | forrester.com/blogs | Universal CXM | -- | Forrester: Mastering Customer Experience | 1. Maturing the CX Function 2. Collecting & Analyzing CX Insights 3. Journey Mapping to Embed Insights 4. Designing Experiences Users Want 5. Enabling CX with Technology 6. Elevating CX Meaurement | USD $2260 | ||||||||||||||||||||
25 | Steve Towers linkedin.com/in/stevetowers Head of Technology Services 4 yrs Applied Lean Six Sigma to IT, HR, etc. Extensive pioneering of outside-in business process improvement in every industry & continent cxobsession.com | Universal CXM | -- | BPG: Accredited Customer Experience Professional / Master / Champion / Specialist / Mentor | 1. Customer Categorization 2. Outside-In Strategic Matrix 3. Successful Customer Outcome Canas 4. CX/Process Diagnostics 5. CX Innovation 6. CX Life Cycle 7. Customer Performance Landscape 8. North Star Alignment 9. CX Dashboard 10. CX Management Office | USD $2495 | 4 days x 5 hours | |||||||||||||||||||
26 | Daniel Ord linkedin.com/in/daniellawrenceord CFO at call centers 10 yrs Training/sales at call centers 7 yrs University instructor 6 yrs OmniTouchInternational.com/blog | Universal CXM | -- | OmniTouch: CXM & CCXP Exam Prep Workshop | 1. Culture, Insights, Strategy, Design, Metrics 2. Understanding CX, CX Research Know-How 3. Practice quizzes, case studies 4. Post-workshop study session Certified Customer Experience Professional | AUD $1897 | 4 x 4.5-hour sessions remote online | |||||||||||||||||||
27 | Graduate students in market research, etc. created the content (not CX pro's) | Universal CXM | -- | Study: CCXP Exam Study Guide | 100+ hours of videos | USD $60/month | Access by monthly subscription | |||||||||||||||||||
28 | Sampson Lee linkedin.com/in/sampsonlee | Universal CXM | -- | Global CEM | Global CEM Certificate | USD $1800 | In-person | |||||||||||||||||||
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30 | Lynn Hunsaker linkedin.com/in/lynnhunsaker B2B CCO: corp. strategy & quality 15 yrs CXM + 15 yrs consulting Instructor at SJSU, UC Berkeley ClearAction.com/blog | Influence Universal CXM | CXPA Recommended Training Provider | ClearAction: Experience Value Exchange | Bite-sized 24x7 guidance for influencing these CX maturity strengths company-wide: 1. Ease of Work: Respecting Interdependencies 2. Ease of Business: Lifetime Value Mindset, Enterprise Use of Insights, Customer-Centered Action Bonus: Strategic Impact Practices* and competency badges | USD $19/month | Price is low so your whole department can join together: you're only as strong as your weakest link on these badge topics | |||||||||||||||||||
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32 | Lynn Hunsaker linkedin.com/in/lynnhunsaker B2B CCO: corp. strategy & quality 15 yrs CXM + 15 yrs consulting Instructor at SJSU, UC Berkeley ClearAction.com/blog | Intro to Universal CXM | CXPA Recommended Training Provider | ClearAction: Leading Customer Experience as a Team Sport | 1. Essentials, CX Metrics, Design, Culture, VoC, Strategy 2. Case studies and true-false questions Bonus: Traditional vs. Strategic Impact Practices* | USD $300 | 4 hours self-paced ("team sport" = engaging every work group company-wide in preventing CX issues). Price is low for credit card payment to avoid invoices, etc. | |||||||||||||||||||
33 | Chantel Botha linkedin.com/in/chantelbotha IT consultant & lecturer 3 yrs Digital mgt & design 13 yrs brandloveglobal.com/blog | Intro to Universal CXM | CXPA Recommended Training Provider | Brandlove: CX Foundation | YouTube video as an excellent summary, only 35 minutes. | -- | ||||||||||||||||||||
34 | Mohamed Latib linkedin.com/in/mohamedlatib2012 Dean/Strategy at universities 20 yrs Founder VoC software firm 16 yrs CXuniversity.com/blog | Intro to Universal CXM | CXPA Recommended Training Provider | CX University: Introduction to CX Excellence | 1. Strategy and Brand Promise 2. Customer-Centricity 3. Journey Mapping, Personas, and VOC 4. Design Thinking for Innovation 5. Metrics and Measurement 25 multiple choice questions, videos, narratives | USD $495 | 5 hours self-paced, 2-month access to online resources, CRCs | |||||||||||||||||||
35 | Sebastien Munar linkedin.com/in/sebastienmunar Analista de precios Gerente de retención Profesor y director CX Pacifico Business School | Intro to Universal CXM | CXPA Recommended Training Provider | Clientrika: Fundamentos de CX | 1. Intro to CX & CX Strategy 2. Customer Understanding, Design, Metrics, ROI 3. Culture & Employee Experience 4. Adoption & Transformation of the Experience 5. Presentations and Final Papers Feedback | In-Company | 8 x 3-hour sessions in Spanish, CRCs | |||||||||||||||||||
36 | Avaro Perez Fernandez Álvaro linkedin.com/in/alvaroperezfernandez Diseño / IT 7 años Gerente de Servicios Profecionales y Operaciones 7 anos BPO 7 años xnpartners.com/blog | Intro to Universal CXM | CXPA Recommended Training Provider | Xn Partners: Clientes Encantados | 2-yr membership | 8 hours onsite or remote in Spanish, CRCs | ||||||||||||||||||||
37 | -- | Intro to Universal CXM | -- | CXPA Book of Knowledge | 320-page online book contributed to by 100+ CXPA members | -- | Not comprehensive of CCXP exam content | |||||||||||||||||||
38 | -- | Intro to Universal CXM | -- | CXPA Peer to Peer CCXP Study Group | YouTube videos by CXPA members | -- | Not comprehensive of CCXP exam content | |||||||||||||||||||
39 | -- | -- | CXPA Topic Guides | Collection of videos, podcasts, case studies, and writings by CXPA members | -- | Not comprehensive of CCXP exam content | ||||||||||||||||||||
40 | -- | Intro to Universal CXM | -- | CXPA Reading Lists | List of books and articles to understand universal CXM | -- | Not comprehensive of CCXP exam content | |||||||||||||||||||
41 | Bruce Temkin linkedin.com/in/brucetemkin Strategy 2 yrs at Fidelity Retail brokerage startup 3 yrs Forrester analyst 12 yrs CXPA co-founder | Intro to Universal CXM | -- | Qualtrics XM Institute: XM Fundamentals Bootcamp | XMF: XM Fundamentals | USD $100 | 10 hours self-paced | |||||||||||||||||||
42 | Karl Sharicz linkedin.com/in/karlsharicz Chemist 4 yrs, Training 17 yrs Business development 3 yrs CX leader at Tyco 10 yrs CX analyst at a bank 2 yrs CX consulting 9 yrs horizoncx.com/cx-resources-blogs | Intro to Universal CXM | -- | HorizonCX: Customer Experience Foundations | 1. Goals, Strategies, Governance, Systems, Assessments, Journey Management, Metrics 2. Survey Design & Deployment, Case Management, Analysis & Reporting, Change Management, Review & Refinement CX-Pro Certificate | USD $799 | 12 x 2 hours live remote | |||||||||||||||||||
43 | Daniel Ord linkedin.com/in/daniellawrenceord CFO at call centers 10 yrs Training/sales at call centers 7 yrs University instructor 6 yrs OmniTouchInternational.com/blog | Intro to Universal CXM | -- | OmniTouch: Introduction to CX Workshop | 1. What is CX 2. What Kind of CX Will We Deliver 3. Why it Matters | AUD $347 | 4 hours online live, CRCs | |||||||||||||||||||
44 | -- | Intro to Universal CXM | -- | Medallia Institute: Operational Customer Experience Management | 1. Comprehensive CX View 2. CX Signals & Insights 3. Engage Teams per CX Needs 4. Action on CX Insights | |||||||||||||||||||||
45 | -- | Intro to Universal CXM | -- | LinkedIn Learning: Customer Experience Management | ||||||||||||||||||||||
46 | -- | Intro to Universal CXM | -- | Udemy: Customer Experience | ||||||||||||||||||||||
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48 | Lynn Hunsaker linkedin.com/in/lynnhunsaker B2B CCO: corp. strategy & quality 15 yrs CXM + 15 yrs consulting Instructor at SJSU, UC Berkeley ClearAction.com/blog | Board, CEO & VPs | CXPA Recommended Training Provider | ClearAction: C-Suite Guide to CX Growth | 1. Sustained Growth via XM Annuities & North Star 2. Predictive XM ROI: Preventive Rewards & Flowing Model 3. Experience Leadership: Automatic CX Excellence Bonus: Traditional vs. Strategic Impact Practices* | |||||||||||||||||||||
49 | Lynn Hunsaker linkedin.com/in/lynnhunsaker B2B CCO: corp. strategy & quality 15 yrs CXM + 15 yrs consulting Instructor at SJSU, UC Berkeley ClearAction.com/blog | CCOs, VP-CX | CXPA Recommended Training Provider | ClearAction: CX+EX+PX Strategy Masterminds Symposiums | 1. Hands-on interactive events, for roll-up-your-sleeves customization of ClearAction’s success recipes, augmented with collective advice from the group. 2. Templates and take-away action plan Bonus: Traditional vs. Strategic Impact Practices* | USD $75 | 90-minute remote online sessions ad-hoc or CCOs: 3 groups + mentor monthly + quarterly deep-dive $1950 or in-person symposium $975 or private symposium / mentoring | |||||||||||||||||||
50 | Lynn Hunsaker linkedin.com/in/lynnhunsaker B2B CCO: corp. strategy & quality 15 yrs CXM + 15 yrs consulting Instructor at SJSU, UC Berkeley ClearAction.com/blog | VPs & Certified CX/EX | CXPA Recommended Training Provider | ClearAction: CX+EX+PX Experts & Execs Experience Leadership | 1. Advanced Metrics, Design, Culture, VoC, Strategy for Customer, Employee & Partner Experience 2. Links to templates and examples 3. Topic exploration and application exercises, quiz games 4. Topic mastery scenarios, multiple choice quizzes Bonus: Strategic Impact & Scalability Practices* Experience Leadership Certificate | |||||||||||||||||||||
51 | Derek Bildfell linkedin.com/in/derek-bildfell-4ab977 Sales 14 yrs + biz dev 6 yrs at IBM COO at IT firm 2 yrs CEO at research/CX firms 12 yrs AccelerationStrategy.com/blog | VPs | CXPA Recommended Training Provider | Acceleration Strategy: Experience Management | 1. Lighting the Fire 2. Driving CX Within 3. Continuous Improvement 4. Meeting Business Objectives 5. Managing Exceptional Performance | CAD $2700 | 10 weeks x 2.5 hours, CRCs | |||||||||||||||||||
52 | Nienke Bloem linkedin.com/in/nienkebloem Account mgt 13 yrs insurance ICT mgt 5 yrs at a bank B2C CX mgr 3 yrs at telecom nienkebloem.nl/en/blog-vlog | VPs | CXPA Recommended Training Provider | Nienke Bloem: CX Leadership Masterminds | 1. CX Leadership: You as Leader 2. CX Management: for Your Organization | Euros €4750 | 6 x 2-hour sessions + 2 1:1 mentoring, CRCs | |||||||||||||||||||
53 | Brad Meehan linkedin.com/in/brad-meehan-6411325 Biz dev 7 yrs Head of CX at a bank 1 yr Customer strategy consulting 2 yrs | VPs | -- | Strativity: Chief Customer Officer Sit-Down Series | 1. 2 half-day luncheons 2. CXM assessment & benchmarking 3. 3-hour strategy validation workshop 4. Access to 20 CX/EX frameworks, case studies, research 5. Send 3 delegates to certification course at half price | AUD $9900/yr | Australia | |||||||||||||||||||
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55 | Jaap Wilms linkedin.com/in/jaapwilms Customer care 6 yrs media/telecom DX, EX, NPS 11 yrs in IT/financial jaapwilms.com/2023/ | NPS | CXPA Recommended Training Provider | Wilms & Co: Net Promoter Score Masterclass | 1. 6 NPS Competencies & Framework 2. NPS Action Plan & Roadmap 3. Follow-up Q&A | Euro €1495 | 2 days online, CRCs | |||||||||||||||||||
56 | Frank Buckler linkedin.com/in/frankbuckler Consulting 4 yrs Marketing & Sales in mfg 8 yrs AI/ML/growth consulting 9 yrs cx-ai.com/resources | VoC | -- | CX-AI: CX Analytics Masters | 1. CX Measurement Basics 2. Analytics Framework 3. Unstructured Feedback 4. Understanding Drivers 5. Dashboarding, Prediction & Prescription 6. Benchmarking 7. Selection Bias 8. Sparse Text Feedback 9. CATI Interviewer Bias 10. Unstable CX Scores Due to Low Sample Size | USD $1800 | 5 interactive sessions + 5 hours material | |||||||||||||||||||
57 | Robert Dew linkedin.com/in/drrobertdew University lecturer 11 yrs Belgium, Australia, Hong Kong LeanCX book co-author CapFeather.global/capfeather-insights | VoC | -- | Customer Experience Institute: Customer Research Skills | 1. How Customers Think 2. When to Use Qualitative or Quantitative 3. Interview Techniques 4. Customer Survey Design 5. Customer Metrics | USD $5900 per team of 6-10 | Remote online | |||||||||||||||||||
58 | Marcela Hernandes Servicio al cliente Especialista en Business Intelligence, 15 años, énfasis en gobierno, calidad y gestión de la información para la toma de decisiones en todos los niveles de la organización. | VoC | -- | CX Latam Institute: Customer Experience Research | 1. Pongámonos en sintonía 2. Despertemos la curiosidad y los sentidos Certification CX Research | USD $547 | 24 hours | |||||||||||||||||||
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60 | Lynn Hunsaker linkedin.com/in/lynnhunsaker CCO at 2 B2B manufacturers 15 yrs CXM + 15 yrs consulting Instructor at SJSU, UC Berkeley ClearAction.com/blog | Pre-/Post-CJM Value | CXPA Recommended Training Provider | ClearAction: Journey Map Facilitation Skills | 1. Draft a Persona & Map to Maximize Workshop Productivity 2. Analyze Stakeholders for Enduring Engagement 3. Build Facilitation Skills to Drive Future-State CJM Deployment Bonus: Traditional vs. Strategic Impact Practices* | USD $500 per person | Remote online (or in-person with travel time/costs) | |||||||||||||||||||
61 | Mohamed Latib linkedin.com/in/mohamedlatib2012 Dean/Strategy at universities 20 yrs Founder VoC software firm 16 yrs CXuniversity.com/blog | Journey Mapping | CXPA Recommended Training Provider | CX University: Applied Customer Journey Mapping | 1. Outside-in 2. Segments & Cohorts 3. The Future State 4. Insights to Action 5. Embedding CJM 6. Review session between each topic above 7. Videos, playbooks, articles, CJM software CJMS: Customer Journey Mapping Specialist | USD $2395 | ||||||||||||||||||||
62 | Chantel Botha linkedin.com/in/chantelbotha IT consultant & lecturer 3 yrs Digital mgt & design 13 yrs brandloveglobal.com/blog | Journey Mapping | CXPA Recommended Training Provider | Brandlove: Customer Journey Mapping Foundation | Video companion to Customer Journey Mapping Field Guide | USD $99 | CRCs | |||||||||||||||||||
63 | -- | Journey Mapping | -- | Forrester: Mapping Customer Journeys | 1. Why Journey Mapping 2. How to Do Research for Journey Mapping 3. How to Lead a Journey Mapping Workshop 4. How to Assess the Quality of your CJMs 5. How to Drive Action on CJMs 6. How to Build a Journey Mapping Toolkit | USD $2260 | ||||||||||||||||||||
64 | Robert Dew linkedin.com/in/drrobertdew University lecturer 11 yrs Belgium, Australia, Hong Kong LeanCX book co-author CapFeather.global/capfeather-insights | Journey Mapping | -- | Customer Experience Institute: Customer Journey Mapping | 1. Key Components of Journey Map 2. Pain Points & Delighters 3. Journey Map as Communication Tool | USD $3900 per team of 6-10 | Remote online | |||||||||||||||||||
65 | Steve Towers linkedin.com/in/stevetowers Head of Technology Services 4 yrs Applied Lean Six Sigma to IT, HR, etc. Extensive pioneering of outside-in business process improvement in every industry & continent cxobsession.com | Journey Management | -- | Business Process Group: Customer Journey Management + | 1. Successful Customer Outcomes 2. Current State Map: Pain Points & Opportunities 3. Analyze Data & Insights From Various Sources 4. Design Future State Journeys 5. Connect Interactions with People, Process, Systems 6. Enhance Customer Value & Reduce Costs 7. Outside-In Dashboard & Continuous Innovation Certified JM Professional | USD $995 CJM+ Masters USD $1797 | 2 days x 5 hours | |||||||||||||||||||
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67 | Steve Towers linkedin.com/in/stevetowers Head of Technology Services 4 yrs Applied Lean Six Sigma to IT, HR, etc. Extensive pioneering of outside-in business process improvement in every industry & continent cxobsession.com | Process Transformation | -- | BPG: Certified Process Professional / Master / Champion | 1. Customer-Centricity for Process Professionals 2. Process Approach for CX Design Techniques 3. Process Innovation 4. Process Performance Management 5. Digital Capability 6. Enterprise Business Performance Mgt Capability 7. Enterprise BPM Leadership 8. Enterprise BPM Execution Certified Process Professional / Master / Champion | USD $3995 | 2 days x 5 hours | |||||||||||||||||||
68 | Hassan Mohammad linkedin.com/in/hassan-mohammad-ccxp-rtp-a1b50a55 Service design 8 yrs industrial retail IDEO Design Thinking certificate experience.multifarious.co/blog | Service Design | CXPA Recommended Training Provider | Multifarious: Service Design & Innovation Workshop | 1. Intro to Service Design 2. Service Design Toolkit 3. Insights for Innovation 4. Co-Design & Prototyping 5. Final Project | 14 weeks: 1.5 hrs instructor-led + 6-8 hrs personal study, CRCs | ||||||||||||||||||||
69 | Avaro Perez Fernandez Álvaro linkedin.com/in/alvaroperezfernandez Diseño / IT 7 años Gerente de Servicios Profecionales y Operaciones 7 anos BPO 7 años xnpartners.com/blog | Service Design | CXPA Recommended Training Provider | Xn Partners: Diseñar la Estrategia | USD $530 | 8 hours onsite or remote in Spanish, CRCs | ||||||||||||||||||||
70 | -- | Service Design | -- | Disney Institute: Disney's Approach to Quality Service | 1. Identify the Current State 2. Design a Service Strategy 3. Deliver Exceptional Service 4. Recover from Service Failures | USD $199 | 3-4 hours self-paced | |||||||||||||||||||
71 | -- | Service Design | -- | Disney Institute: Owning the Service Moment | 1. Emotional Connections 2. Power of Purpose 3. Purpose vs. Task | USD $49 | 45-60 minutes self-paced | |||||||||||||||||||
72 | -- | Service Design | -- | Ritz Carlton Leadership Center: Brand-Differentiating Service | 1. Emotional Connections 2. The Ritz Carlton Key Service Principles 3. Optimizing Every Interaction 4. Creating a Legendary Experience | 2-hour virtual or onsite | ||||||||||||||||||||
73 | Nancy Stephens Professor of Marketing Emeritus Service blueprinting workshops Taught marketing to executive MBAs + Shanghai, Sweden, France, Mexico | Service Design | -- | ASU WP Carey Center for Service Leadership | 1. Foundations of Service Excellence 2. Blueprinting Service Experiences 3. Voice of the Customer 4. Delivering Service Excellence Service Experience Management Certificate | USD $1075 | 32 hours, self-paced, research. wpcarey.asu.edu/services-leadership | |||||||||||||||||||
74 | John DeJulius Spa owner 30 yrs Consulting 20 yrs Author: What's the Secret? Author: The Customer Service Revolution thedijuliusgroup.com/blog | Service Design | -- | The DiJulius Group: Customer Xperience Exececutive Academy | Based on the book: The Customer Service Revolution 1. State of Service 2. Customer Experience Action Statement 3. Measuring the Customer's Experience 4. Secret Service 5. Customer Experience Cycle 6. World Class Leadership 7. Zero Risk 8. World Class Internal Culture 9. Above and Beyond Culture CXE Certificate | USD $15,000 | 12-month hybrid in Ohio, develop a Customer Service Experience strategic plan for retail / hospitality / consumer services | |||||||||||||||||||
75 | Robert Dew linkedin.com/in/drrobertdew University lecturer 11 yrs Belgium, Australia, Hong Kong LeanCX book co-author CapFeather.global/capfeather-insights | Service Design | -- | Customer Experience Institute: Lean CX | 1. The Case for Change 2. Frameworks for Cut-Through 3. The Lean CX Innovation Process LCXP: Lean CX Practitioner | USD $1490 | 7 hours, self-paced, 139 snackable modules, 7 categories; books: Lean CX Toolkit, Lean CX Canvas | |||||||||||||||||||
76 | David Hicks linkedin.com/in/davidhicksattribecx Franchise development 9 yrs Marketing & strategy 7 yrs Royal Mail Founder: Mulberry, TMD, TribeCX tribecx.com/news-and-events/ | Service Design | -- | IQPC / TribeCX: CX Masterclass | 1. Setup for Success 2. Journey Mapping to Identify Improvements 3. Redesign Priority Touchpoints 4. Pilot Improvements at Speed Accredited Customer Experience Masterclass | USD $2800 | 10 hours across 4 days | |||||||||||||||||||
77 | -- | Service Design | -- | Service Institute: Customer Experience Professional | 1. Why Service? 2. Customer-Focused Service 3. What Customers Want 4. Customer Expectations & Perceptions 5. Moments of Truth 6. Internal Partnerships 7. Enhance & Align the System CCEP: Certified Customer Experience Professional | USD $247 | 6.5 hours | |||||||||||||||||||
78 | Daniel Cedeno Urbina linkedin.com/in/danielcedeno 16 años Servicios al Cliente:análisis de datos CX y desarrollo de proyectos Head of CX: Everis ' NTT DATA | Service Design | -- | CX Latam Institute: Advanced Customer Experience | 1. Conocimiento 2. Experiencia Actual 3. Innovacion y Diseno 4. Experiencia Deseada 5. Wow Experience 6. Estrategia de Medecion ADCX: Certification Advanced Customer Experience | USD $697 | 28 hours in Spanish | |||||||||||||||||||
79 | -- | Forrester: Innovating Customer Experience | 1. Drive Action with Your VoC Program 2. Supercharge Your Journey Mapping 3. Design with Data 4. Demystify Financial Metrics 5. Innovate Your Business Model for CX Advantage | USD $2260 | ||||||||||||||||||||||
80 | James Dodkins linkedin.com/in/jamesdodkins Managed outsourcing teams BP Group 7 yrs Pegasystems service & sales Author of 4 books | Services, Contact Center | -- | Rockstar CX: Customer Experience Specialist | 1. ROI, Personas, Outside-in Culture 2. Current & Future State Journey Maps 3. Proactive Experience Recovery ACXS: Accredited Customer Experience Specialist | Euros €860 | Lifetime access to videos | |||||||||||||||||||
81 | Cathy Summers Telemarking, Database marketing Data insights consulting 9 yrs Marketing 7 yrs in insurance Runs CXi benchmark of 150 brands thecxcompany.com/blog | Retail, Services | -- | The CX Academy: Customer Experience Certificate | 1. Key CX Principles 2. Differention, Retention, Acquisition 3. Trust Framework 4. Personas & Journey Mapping 5. How Employees & Digital Transforms CX 6. 4 Stages to CX Excellence Professional Certificate in Customer Experience | USD $520 | 12-16 hours self-paced | |||||||||||||||||||
82 | Cathy Summers Telemarking, Database marketing Data insights consulting 9 yrs Marketing 7 yrs in insurance Runs CXi benchmark of 150 brands thecxcompany.com/blog | Retail, Services | -- | The CX Academy Customer Experience Diploma | 1. CX Foundations 2. Trust Framework 3. Champions of the Cause 4. Culture & Staff Empowerment 5. Measuring the Experience 6. Customer Promise 7. Channel Harmony 8. Customer Journey 9. Technology & Digital Innovation 10. A Passion for Customers Professional Diploma in Customer Experience | USD $3000 | ||||||||||||||||||||
83 | Joe Pine linkedin.com/in/joepine Marketing performance analysis, competitor analysis, co-innovation, mass customization 13 yrs at IBM Experience design consulting 15 yrs strategichorizons.com/books-and-ideas/thoughts/ | Service Design | -- | Pine & Gilmore: Experience Economy Expert | 1. Envisioning Experiences 2. Depicting Experiences 3. Mass Customization 4. Eliminating Customer Sacrifices 5. Work is Theater 6. Guiding Transformations Experience Economy Expert | USD $7000 | 4 days in-person | |||||||||||||||||||
84 | Arturo Yamagoshi linkedin.com/in/arturo-yamagoshi Accounting & Finance Credit card product manager Head of Digital Experience | DX, User Experience | CXPA Recommended Training Provider | Clientrika: Digital Experience Management | 1. Digital Experience Management 2. Digital Ecosystem 3. UX & UI 4. DX Metrics | USD $238 | 4 x 2-hour sessions in Spanish, CRCs | |||||||||||||||||||
85 | Gabriel Alzate linkedin.com/in/gabrielalzate Investigación de innovación digital y Transformación digital 21 años Creador del Modelo de Transformación Digital GAT | DX | -- | CX Latam Institute | 1. Construyamos una visión compartida del problema 2. Creemos una nueva experiencia 3. Midamos, escuchemos y preguntemos sobre la experiencia TDX: Certification Transformation Digital Y Customer Experience | USD $547 | 18 hours | |||||||||||||||||||
86 | Hassan Mohammad linkedin.com/in/hassan-mohammad-ccxp-rtp-a1b50a55 Service design 8 yrs industrial retail IDEO Design Thinking certificate experience.multifarious.co/blog | Retail, Sales | CXPA Recommended Training Provider | Multifarious: On-Site Workshops | 1. Creating World Class Buying Experience 2. Customer Journey Mapping 3. Advanced Customer Journey Mapping 4. Engaging Hearts & Minds | CRCs | ||||||||||||||||||||
87 | Hassan Mohammad linkedin.com/in/hassan-mohammad-ccxp-rtp-a1b50a55 Service design 8 yrs industrial retail IDEO Design Thinking certificate experience.multifarious.co/blog | Retail, Contact Center | CXPA Recommended Training Provider | Multifarious: CX Work & Play Bootcamp | Simulations with Lego Serious Play 1. Stand in Customers' Shoes 2. Customer Journey Mapping 3. Dimensions & Drivers for CX 4. Service Recovery Opportunities 5. Customer-Centric Innovation 6. Magical Moments | CRCs | ||||||||||||||||||||
88 | Mohamad El-Hinnawi linkedin.com/in/mohamadhinnawi Engineer 5 yrs in telecom University lecturer 6 yrs Quality & CX performance 10 yrs Government CX 2 yrs, consulting 8 yrs | Retail, Contact Center | CXPA Recommended Training Provider | New Metrics Academy | 1. Customer Loyalty & Advocacy 2. Customer Complaints 3. Customer Effort 4. Sales Targets 5. Lifetime Values | CRCs | ||||||||||||||||||||
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90 | Sebastien Munar linkedin.com/in/sebastienmunar Analista de precios Gerente de retención Profesor y director CX Pacifico Business School | EX | CXPA Recommended Training Provider | Clientrika: People Centricity | 1. People Centricity from the CX 2. People Centricity from the EX 3. Strategic Culture 4. Adoption & Org Transformative Mgt 5. Profitability & Economic Vision 6. Presentation & Final Papers Feedback | USD $560 | 10 x 2-hour sessions in Spanish, CRCs | |||||||||||||||||||
91 | NGUYỄN DƯƠNG | EX | CXPA Recommended Training Provider | CEM Partner: Employee Experience Journey | Employee Experience Journey | VND 9500 | Vietnamese, CRCs | |||||||||||||||||||
92 | Lynn Hunsaker linkedin.com/in/lynnhunsaker CCO at 2 B2B manufacturers 15 yrs CXM + 15 yrs consulting Instructor at SJSU, UC Berkeley ClearAction.com/blog | Internal Relationships | CXPA Recommended Training Provider | ClearAction: Customer-Focused Communication | 1. Manage Your Intended Outcomes 2. Check Your Assumptions 3. Ask the Right Questions 4. Listen Effectively 5. Communicate Accurately Remotely 6. Advise & Partner Through Trust | USD $275 | Self-paced | |||||||||||||||||||
93 | Wissam Mussaed linkedin.com/in/wissam-mussaed-77486215 University IT instructor 21 yrs Sales manager in retail 6 yrs | Accountability | CXPA Recommended Training Provider | Indevco: Accountability & Change | 1. Leadership Competencies 2. Self-Alignment 3. Working with Others 4. Integration 5. Managing Change & Dealing with Resistance 6. Accountability Cycle 7. Accountability Impact 8. Accountability Culture | 2 days, CRCs | ||||||||||||||||||||
94 | Wissam Mussaed linkedin.com/in/wissam-mussaed-77486215 University IT instructor 21 yrs Sales manager in retail 6 yrs | Productivity | CXPA Recommended Training Provider | Indevco: Boost Your Productivity | 1. Initiating, Achieving, Procrastination 2. SWOT, SMART, Time Attitude 3. Action Plan, Alliances, Self-Esteem 4. Motivation, Monitoring, Address Fears | 1 day, CRCs | ||||||||||||||||||||
95 | Wissam Mussaed linkedin.com/in/wissam-mussaed-77486215 University IT instructor 21 yrs Sales manager in retail 6 yrs | Empathy | CXPA Recommended Training Provider | Indevco: Feelings for Professionals | 1. Caring Communication 2. Approach & Techniques 3. Handling Problems & Complaints | 1 day, CRCs | ||||||||||||||||||||
96 | -- | EX | -- | Disney Institute: Disney's Approach to Employee Engagement | 1. Foster Organizational Culture 2. Select Right-Fit Talent 3. Train the Culture 4. Communicate to Inform & Inspire 5. Creating a Caring Environment | USD $199 | 3-4 hours self-paced | |||||||||||||||||||
97 | -- | EX | -- | Ritz Carlton Leadership Center: Engaging Employees in an Ever-Changing Work Environment | 1. Ethics & Emotional Intelligence 2. Cultivating Trust 3. Leadership Toolkit 4. Ways to Engage & Motivate | 2-hour virtual or onsite | ||||||||||||||||||||
98 | Lorena Dibos linkedin.com/in/lorenadibos 18 años Diseño Organizacional y Gerente de Desarrollo Humano Licenciada en Psicología Coach Profesional | EX | -- | CX Latam Institute: Employee Experience & Culture Strategy | 1. Cultura Como Estrategia 2. Cultura Como Habilitador de la Experiencia 3. Employee Experience 4. EX Metrics 5. ROI del EX EXCS: Certification Employee Experience & Culture Strategy | USD $697 | 24 hours | |||||||||||||||||||
99 | George Bej linkedin.com/in/george-bej-01356014 Sales 25 yrs + Marketing 5 yrs in home construction products | EX | -- | Strativity: Employee Experience Management | Initiate, Design, Activate, Manage EX Employee Experience Management | AUD $3600 | In-person | |||||||||||||||||||
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