After this course, you'll be able to:

01
Define Customer Experience, its importance, and how it drives business outcomes

02
Explain the differences between customer service, customer success, and customer experience functions

03
Identify who is responsible for creating great customer experiences and solving customer problems

04
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

    1. Welcome

    2. Course Overview

    3. About Your Instructor

    4. About Course Modules

    5. Homework Assignments

    1. MODULE 1 Intro to Customer Experience: The Link From Experience To Business Success

    2. Module 1 Assessment

    3. Module 1 Assignment + Discussion Guide

    4. MODULE 2 Hands, Head, & Heart: The Elements of Good Experiences

    5. Module 2 Assessment

    6. Module 2 Assignment + Discussion Guide

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

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  • 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

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  • 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.