Boost Your CX Skills – Enhance Your ROI

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.

About the CX 2.0 Program

Learn what it takes to create brand experiences that drive loyalty, achieve higher revenue gains and reduce costs. Develop deeper insights into the world of CX and learn how to integrate new, innovative strategies to help your organization see the world through your customer's eyes.

The Ashland Customer Experience 2.0 Certificate program is designed 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 Ashland Customer Experience 2.0 Certificate Program is designed for professionals seeking practical tools for this fast-growing discipline. Build on the foundations you already developed in our flagship CX program and explore the intricacies of delivering value to both your customer and your organization. Learn how to utilize new technology to service your customer, measure CX performance for tangible results, and understand the impact of diversity on CX. Get ready to roll-up your sleeves and apply your new skills in this hands-on, interactive course.

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A diverse group of people in a team meeting.

Enroll Today!

8 Modules Online ($4,995)

  • Self-paced
  • CX Portfolio & all course materials
  • Hands-on projects
  • Interactive Discussion boards

Customer Experience 2.0 Curriculum

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.

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.

  • Explore how technologies like AI and Metaverse reshape customer expectations.
  • Understand the importance of CX strategies in a tech-driven market.
  • Learn technological trends for competitive CX.

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.

  • Use balanced scorecards to align business and customer needs.
  • Analyze customer data for strategic insights.
  • Learn how to gather data to assess value to customers and business.

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.

  • Understand how to design seamless experiences through value-stream mapping.
  • Gain insights from customer feedback for relationship building.
  • Focus on long-term customer engagement strategies.

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.

  • Dive into AI, Metaverse and Web 3's role in evolving CX.
  • Develop methods to adapt to rapid tech changes for better CX.
  • Leverage new technologies to enhance your organization's CX efforts.

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.

  • Build a business case for CX initiatives.
  • Measure your organization's CX performance using key tools.
  • Establish proof of potential ROI of CX efforts.

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.

  • Gain a deeper understanding of diversity's role in enriching CX.
  • Discover diverse perspectives that enhance CX.
  • Learn to build inclusive customer experiences.

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.

  • Learn how to cultivate a culture of service excellence.
  • Understand the individual impact on CX.
  • Discover new ways to engage employees in CX strategies.

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.

  • Identify effective CX leadership traits.
  • Learn how to navigate organizational change for CX.
  • Develop a deeper understanding of CX leadership.

Throughout the program, you’ll add to your optional capstone project and build a personalized 30/60/90 Day CX Plan. This detailed, adaptable CX plan will incorporate personal insights, goals and strategies and serve as your practical guide to applying your newfound knowledge and skills to CX initiatives at your organization, ensuring tangible improvements in customer experience.​

Customer Experience 2.0 Instructors

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Eric Greenberg

Eric Greenberg

Eric is a seasoned executive education expert, entrepreneur, and author, currently serving as the CEO of Zschool. With over 25 years of experience, he has built and delivered executive education programs for universities and developed dozens of executive education at over 50 national universities.

Eric's executive education programs have been featured in the New York Times and selected as custom programs by global organizations, and over 100,000 executives have completed his courses. He is also a respected author, having written several books, including Strategic Digital Marketing, which has been translated into multiple languages and used as a textbook by several university professors.

Prior to his involvement in executive education, Eric built and sold a successful marketing company with over 5000 employees and 35 offices. His career began as a tax attorney on Wall Street, where he gained valuable experience and insight into the legal and financial industries. He also clerked for the Honorable Thomas P Griesa in the Southern District.

Eric has demonstrated a passion for education, leadership, and entrepreneurship throughout his career. He is widely recognized as an industry expert and invited to speak at numerous conferences and events. As the CEO of Zschool, Eric is committed to providing the highest quality executive education programs to help professionals advance their careers and drive business success. He holds a degree from Wharton School of Business and a law degree from NYU Law School.

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Michael Solomon

Michael Solomon, Ph.D.

Michael wrote the book on understanding consumers. Literally. Hundreds of thousands of business students have learned about Marketing from his books including Consumer Behavior: Buying, Having, and Being -- the most widely used book on the subject in the world.

Michael’s mantra: We don’t buy products because of what they do. We buy them because of what they mean. He advises global clients in leading industries such as apparel and footwear (Calvin Klein, Levi Strauss, Under Armour, Timberland), financial services and e-commerce (eBay, Progressive), CPG (Procter & Gamble, Campbell’s), retailing (H&M), sports (Philadelphia Eagles), manufacturing (DuPont, PP&G) and transportation (BMW, United Airlines) on marketing strategies to make them more consumer-centric. He regularly appears on television shows including The Today Show, Good Morning America and CNN to comment on consumer issues, and he is frequently quoted in major media outlets such as The New York Times, USA Today, Adweek and Time. He writes for Forbes.com on marketing and consumer behavior topics. Michael's latest book is The New Chameleons: Connecting with Consumers Who Defy Categorization (London: Kogan Page, 2021).

As a Professor of Marketing (in the Haub School of Business at Saint Joseph’s University in Philadelphia) and an industry consultant, Michael combines cutting-edge academic theory with actionable real-world strategies. He helps managers get inside the heads of their customers so they can anticipate and satisfy their deepest and most pressing needs – today and tomorrow. An executive at Subaru said it best: “The man is a scholar who is current and street-wise.” Michael is passionate about the extraordinary world of the ordinary consumer. He brings humor and arresting visuals to his keynotes to show how everyday behaviors are much more meaningful than you thought – and an essential pathway to grabbing the attention and loyalty of your customers. The marketing guru Philip Kotler summed it up when he stated, “Solomon has the mind of a scientist and the writing flair of a journalist.”

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Stephene Klein

Stephene Klein

Stephene 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.

 

What others say about the CX 2.0 Program

"I found the CX 2.0 program incredibly useful with a wealth of great content and many valuable insights to consider. The course covered a wide range of relevant topics, with practical examples and case studies that illustrated key concepts effectively. The program has provided me with a solid foundation and new perspectives on enhancing customer interactions. I feel equipped with actionable strategies to improve customer experiences in my role or future endeavors.
I’m eager to start using the supplementary materials provided and continue exploring the nuances of CX. This program has not only expanded my knowledge but also inspired me to contribute actively to my team's customer-centric initiatives."

- Stuart G., Customer Success Manager

​To learn more about the Ashland Customer Experience Program and how it helps companies and executives, schedule a call with the program manager.

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