Foundation Customer Experience Management Certification Program

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Run by Beyond Philosophy experts, the new improved online Foundation Customer Experience Management (CEM) Certification Program, run over a series of 7 live webinar sessions, has been developed and refreshed to incorporate the additional learning content required in this ever changing marketplace. Giving you powerful knowledge to help you and your organization succeed every step of the way to create great customer experiences and gain competitive advantage.

An Introduction to the Foundation Customer Experience Management (CEM)Certification Program

By Colin Shaw, Founder & CEO, Beyond Philosophy

The main purpose of our  Foundation Customer Experience Management Certification (CEM) program is to provide you with a deep understanding of the concepts of Customer Experience and to show you how, to ensure your Customer Experience program is successful.The program will cover the following subject areas:

What is Customer Experience and Customer Experience management?

  1. What is the definition of a Customer Experience & Customer Experience Management?
  2. What do most organizations overlook?
  3. The secret to building a great Customer Experience.

Seven Key Strategic Questions to Build a Great Customer Experience

  1. What are the key questions you need to ask to build a successful Customer Experience program?
  2. Why are these important?
  3. How do you go about answering these questions?

A Foundation: The Emotional & Subconscious Experience

  1. Why over 50% of a Customer Experience is about emotions
  2. What is a subconscious experience, how it manifests itself in the Customer Experience
  3. Building an emotionally engaging experience

A Foundation: Experience Psychology

  1. How people make decisions
  2. The principles of Experience Psychology and human behaviour
  3. Four experience psychology theories and how to design these into your Customer Experience.

Setting the Strategy & Designing a CEM Program

  1. How to set a Customer Experience strategy
  2. What is a Customer Experience statement and how to build one
  3. What a good Customer Experience  program should cover, the problems and pitfalls you will face and the secrets of a successful implementation

Becoming Customer Centric

  1. How Customer Centricity affects your Customer Experience
  2. How Customer centric is your organization? Introducing the Naïve to Natural model
  3. The nine areas that drive customer centricity

Consolidation: Discussion & Debating the Learning Points

  1. Time spending discussing and debating the learning & takeaways from the Certification Program.

Why learn with Beyond Philosophy?

It’s simple, Beyond Philosophy have helped shape the whole Customer Experience industry. We are literally one of the first companies in the world to focus solely on Customer Experience. From our first book in 2002, Building Great Customer Experiences and our subsequent three further books our concepts and CEM training methodology have worked for many organizations to prove this.

What you will learn:

  1. Learn the concepts that underpin the Customer Experience and know how to improve them.
  2. Understand the emotional and subconscious experience and how to build into the design of a customer experience.
  3. Obtain official recognition for your expertise that you can use in your career and help in further progression.
  4. Learn how to design a Customer Experience strategy and top level road map.
  5. Understand ‘Experience psychology’ and how to apply it to a Customer Experience.
  6. Understand the problems and pitfalls of a customer experience implementation and how to avoid them.
  7. Understand a method to assess how customer centric you are and what you need to change.
  8. Learn how to engage employees and build organizational buy-in for your CEM strategy.
  9. Understand Beyond Philosophy’s leading model and templates to aid in the implementation process.
  10. Understand how to position your customer strategy for success.

Who Should Attend the Foundation Customer Experience Management (CEM) Certification Program?

The CEM certification is designed for professionals responsible for the design and implementation of customer experience strategies in their organization, including;
  1. Any Customer Experience professional
  2. Customer experience executives
  3. Customer service professionals
  4. CRM professional Brand & Insight professionals
  5. Marketing & sales professionals
  6. Customer loyalty professionals
  7. Customer intelligence professionals Bring your colleagues with you to the event.
By attending together, you and your colleagues will build internal expertise within your organization. Each course will have a limited number of spaces available to ensure optimum interactivity, therefore these are arranged on a first come, first serve basis.Our program is a ‘client side’ course, so please note that no consultants or people providing a service to organizations are permitted to attend.
Derek Blackburn
Derek Blackburn joined Beyond Philosophy™ as a Principal Consultant in 2006 and became Senior Trainer in 2009.Derek has worked with a range of clients both in the UK and overseas including Barclaycard, Lloyds TSB, the British Heart Foundation, Pfizer and Stena Line.
Zhecho Dobrev is a consultant and project manager for Beyond Philosophy. He has worked with a wide array of large corporate companies. Zhecho’s expertise includes customer behaviour analytics, customer loyalty, complaints management and journey mapping. He holds an MBA and Master’s degree in International Relations. Zhecho Dobrev on Twitter @Zhecho_BeyondP
Colin Shaw is founder & CEO of Beyond Philosophy, one of the world’s first organizations devoted to customer experience. Colin is an international author of four best-selling books & recognized Business Influencer by LinkedIn. Beyond Philosophy provide consulting, specialised research & training from our Global Headquarters in Tampa, Florida, USA. Follow Colin Shaw on Twitter: @ColinShaw_CX
The live webinar sessions are scheduled to start at 11am EDT.Please note; the live sessions will also be recorded and only available to those enrolled on the training course.
Wk#Foundation CEM Certification AgendaDurationDate
1What is Customer Experience & Customer Experience Management (CEM)?1.5 HrsMonday, March 24th 2014
2Seven Key Strategic Questions to Build a Great Customer Experience1.5 HrsMonday, March 31st 2014
3A Foundation: The Emotional & Subconscious Experience1.5 HrsMonday, April 7th 2014
4A Foundation: Experience Psychology1.5 HrsMonday, April 14th 2014
5Setting the Strategy & Designing a CEM Program1.5 HrsTuesday, April 22nd 2014
6Becoming Customer Centric1.5 HrsMonday, April 28th 2014
7Consolidation: Discuss & Debate Learning Points1.5 HrsTuesday, May 6th 2014
 

Terms and Conditions

Beyond Philosophy's online CX training programs are designed for 'client side' professionals and is not designed for consultants or any role similar to this. Beyond Philosophy will make checks and reserves the right to decline the registration of individuals for whom the program is not designed. An admin charge of $ 150 will be taken for anyone whom we decline for this reason. Please check directly with us if you are in any doubt by sending an email to certification@beyondphilosophy.com

Full payment must be made prior to the program and registration will be confirmed upon receipt of payment.

If in the unlikely event a program is under-subscribed, the webinar may be cancelled. A full refund will be arranged within 30 days of the cancellation. Beyond Philosophy will not be liable for any other registrant expenses resulted from the program cancellation.

All materials obtained during the program are strictly for attendees' educational purposes and internal use only. Beyond Philosophy owns the copyrights of the program materials and no reproduction are allowed without the prior written consent of Beyond Philosophy.

Course Registration

Ready to sign up? Click here to Register.

Satisfaction Guaranteed

With our money back guarantee you have nothing to lose and everything to learn. Your satisfaction is very important to us and 100% guaranteed. If for any reason you are not satisfied with the Customer Experience Management Certification (CEM) program, contact us within 30 days and we’ll refund your money.

Course Price

  • $1,850

Course Dates

  • September 22nd – November 3rd 2014
Ready to sign up? Click here to Register.

If you are serious about CEM, you need to do this certificate. It’s as simple as that! - Andrew Franklin, E.ONeon
Insightful and inspirational course that has enhanced my knowledge of customer experience and allowed me to start applying in my role, a really worthwhile investment in your learning - Sally Rogan, RBSrbs
An excellent, thought-provoking programme for any organisation committed to Customer Experience Management. The CEM Certification program is fantastic for anyone looking to create & deliver great Customer Experiences. - Nicki Bowskill, E.ONeon
Thank you Beyond Philosophy for such a convenient & enlightening training program! Having an accessible online course with the opportunity to engage with the presenters & offering the added value to revisit each module via the recordings is perfect! - Meltem Sahin, Turkcell
Committing to Customer experience means providing learning opportunities for our internal CX professionals, and for our company as a whole. AT&T found Beyond Philosophy’s training provided not only the CX knowledge, but also the chance to try and apply CX concepts. The CX team is sharing their knowledge and it is permeating the organization. Customized ... - Laura Hardin, AT&T