Why Do So Many Customer Experiences Fall Short?

  • Organizations want to deliver better customer experiences — but often lack the tools to understand what customers truly experience today.

    This course helps you diagnose your current experience and design one that works better for both customers and your business.

Your CX Design Toolkit

By the end of this course, you’ll have practical CX tools and frameworks you can immediately apply to your work including:

01
Discussion Guides

Reflect on key concepts independently or with your team, then use these same guides to lead strategic conversations across your organization.

02
Journey Mapping Template

A framework for organizing your customer insights in an actionable way

03
CX Business Case Worksheet

Build the financial case for your CX initiative by mapping out the story of how experience changes drive customer behavior and related business results.

04
Prioritization Method & Criteria

A framework with criteria prompts to identify solutions with the greatest potential impact for your customers and your business.

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. 10 course modules

    5. Homework assignments

    1. About Part 1

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

    3. Module 1 Assessment

    4. Module 1 Assignment + Discussion Guide

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

    6. Module 2 Assessment

    7. Module 2 Assignment + Discussion Guide

    1. About Part 2

    2. MODULE 3 Understanding Your Customers: Talk Less, Listen More!

    3. Module 3 Assessment

    4. Module 3 Assignment + Discussion Guide

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

    6. Module 4 Assessment

    7. Module 4 Assignment, Examples, + Discussion Guide

    8. MODULE 5 The Experience Ecosystem: Behind The Scenes Of Your Customer Experience

    9. Module 5 Assessment

    10. Module 5 Assignment + Discussion Guide

    11. MODULE 6 Root Cause Analysis: A Simple Question Yields Valuable Insights

    12. Module 6 Assessment

    13. Module 6 Assignment + Discussion Guide

    1. About Part 3

    2. MODULE 7 Experience Design Part 1: The Intersection of Customer Needs & Business Objectives

    3. Module 7 Assessment

    4. Module 7 Assignment + Discussion Guide

    5. MODULE 8 Experience Design Part 2: Fine Tuning The Experience

    6. Module 8 Assessment

    7. Module 8 Assignment + Discussion Guide

    8. MODULE 9 Experience Standards: Delivering An Experience With Personality

    9. Module 9 Assessment

    10. Module 9 Assignment + Discussion Guide

    11. MODULE 10 A Team Sport: Working Together On Customer Experience

    12. Module 10 Assessment

    13. Module 10 Assignment + Discussion Guide

About this course

  • $395.00
  • 38 lessons
  • 3 hours of video content

A quick overview of what you’ll learn, how the course works, and whether it’s right for you.


Flexible options for individuals and teams.

Individuals

Get immediate access — start learning today!
 

$ 395

Enroll Today!
  • 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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Not ready to commit to the full program?

Start with a focused course. Each course covers a core area of customer experience — from fundamentals to journey mapping to solution design.

Customer Experience Fundamentals

No prior knowledge needed.

After this course, you'll be able to:

  • Define Customer Experience, its importance, and how it drives business outcomes
  • Explain the differences between customer service, customer success, and customer experience functions
  • Identify who is responsible for creating great customer experiences and solving customer problems
  • Create great experiences and resolve customer issues using the heart-head-hands framework


Customer Journey Mapping

Before taking this course, you should have general knowledge of:

  1. What customer experience is
  2. Who is responsible for creating great customer experiences and solving customer problems


After this course, you'll be able to:

  • Describe how your customers are not like you and cite several ways to understand what your customers really need
  • Explain why customer journeys are important
  • Create an effective journey map
  • Define the experience ecosystem, its importance, and the risks of changing it without proper analysis
  • Develop an in-depth understanding of the root causes of your customer experience issues

Creating Solutions: CX Design Boot Camp

Before taking this course, you should have general knowledge of how to:

  1. Create a customer journey map to illustrate customer pain points
  2. Identify the root causes of your customer experience issues


After this course, you'll be able to:

  • Describe experience design and the customer experience sweet spot
  • Use effective frameworks to generate and prioritize potential solutions to your customers' pain points
  • Prototype the right solutions to meet customers' needs
  • Define customer experience standards within your organization
  • Make a business case and gain executive support for your CX improvement initiative

"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.

Frequently Asked Questions

Want to enroll your team or need more information? Contact us here — we’d be happy to help!

This course is designed for professionals who want to better understand and improve the customer experience their organization delivers. It’s valuable for CX professionals, product managers, marketers, service leaders, and anyone responsible for customer-facing experiences.


No. The course introduces the foundations of customer experience and provides practical tools you can apply immediately. It’s suitable for beginners as well as professionals looking for a structured refresher.


The course includes 10 modules, each with a 15–20 minute video lesson. The videos themselves take about 3 hours total to complete.

The course is fully self-paced, so you can move through it at whatever pace works best for you. In addition to the videos, you’ll complete short assessments and practical exercises designed to help you apply the concepts to a real customer experience challenge in your organization.


By the end of the course, you’ll have developed a practical customer experience improvement project based on your organization or a real-world scenario. Each module builds toward this final output.


Yes. The course is designed to help you apply what you learn directly to your organization. Many participants use the assignments to explore and improve their own customer experiences.


The course is organized into three sections:

  • Introduction: Understanding customer experience and its business impact

  • Defining the Problem: Understanding the experience customers have today

  • Creating Solutions: Designing a future experience that supports customers and business goals