Customer Experience Fundamentals Course
Learn the core fundamental concepts, frameworks, and responsibilities behind great customer experiences.
After this course, you'll be able to:
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Define Customer Experience, its importance, and how it drives business outcomes
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Explain the differences between customer service, customer success, and customer experience functions
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Identify who is responsible for creating great customer experiences and solving customer problems
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Create great experiences and resolve customer issues using the heart-head-hands framework
Instructor
Kerry Bodine
CEO
Kerry Bodine’s book, Outside In: The Power of Putting Customers at the Center of Your Business, helps leaders understand the financial benefits of great customer experiences — and how to deliver them. In 2014, she founded Bodine & Co., a consulting firm that blends human-centered design with AI strategy to help organizations innovate and adapt. She’s a sought-after keynote speaker at conferences and corporate events worldwide, inspiring leaders to see change as an opportunity to deepen the value they provide. Kerry’s insights have been featured in The Wall Street Journal, Harvard Business Review, Fast Company, Forbes, and USA Today. She holds a master’s degree in human-computer interaction from Carnegie Mellon University.
Course curriculum
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Welcome
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Course Overview
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About Your Instructor
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About Course Modules
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Homework Assignments
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MODULE 1 Intro to Customer Experience: The Link From Experience To Business Success
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Module 1 Assessment
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Module 1 Assignment + Discussion Guide
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MODULE 2 Hands, Head, & Heart: The Elements of Good Experiences
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Module 2 Assessment
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Module 2 Assignment + Discussion Guide
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About this course
- $129.00
- 11 lessons
- 0.5 hours of video content
Flexible options for individuals and teams.
Individuals
Get immediate access — start learning today!
$ 129
- One time payment.
- Watch 24/7. Anywhere. Anytime
- Instant access to the full course
- Access to templates and tools
- Certificate of completion
Teams & Organizations
Equip your team with shared frameworks for evaluating and developing your organization's CX initiatives
Inquire
- Team enrollment and seat management
- Admin dashboard and reporting
- Progress tracking across learners
- Shared frameworks for evaluating AI initiatives
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"SPOT ON! I love how Kerry brings these big messages into understandable, bite-sized chunks for anyone who may be new to the CX world — or for teams who need a refresher."
Marlin Webster
SGI
Mike Dyer
Intel
Among all the partners I’ve worked with, Kerry’s facilitation methods are the best. She offers a valuable shortcut to a more customer-centric workforce and culture.
Wendy Liu
Amerigas
There isn’t a day that I don’t use what Kerry shared and taught me during our engagement.
Bob Ness
The Mosaic Company
Kerry’s virtual sessions were engaging, fun, and productive. Our work with her ignited a companywide cultural shift.