After this course, you'll be able to:

01
Describe how your customers are not like you and cite several ways to understand what your customers really need

02
Explain why customer journeys are important, and create an effective journey map

03
Define the experience ecosystem, its importance, and the risks of changing it without proper analysis

04
Develop an in-depth understanding of the root causes of your customer experience issues

Prior to this course, you should have general knowledge of:

01
What customer experience is

02
Who is responsible for creating great customer experiences and solving customer problems

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 A: Understanding Your Customers: Talk Less, Listen More!

    2. Module A Assessment

    3. Module A Assignment + Discussion Guide

    4. MODULE B: The Customer Journey: What It’s Really Like To Be Your Customer

    5. Module B Assessment

    6. Module B Assignment, Examples, + Discussion Guide

    7. MODULE C: The Experience Ecosystem: Behind The Scenes Of Your Customer Experience

    8. Module C Assessment

    9. Module C Assignment + Discussion Guide

    10. MODULE D: Root Cause Analysis: A Simple Question Yields Valuable Insights

    11. Module D Assessment

    12. Module D Assignment + Discussion Guide

About this course

  • $149.00
  • 17 lessons
  • 1 hour of video content

"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.

Flexible options for individuals and teams.

Individuals

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$ 149

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  • 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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