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Operational CEM Certification

Level 1

This is the first of two courses covering the four capabilities of Operational CEM. Kick-start your customer experience program with our complimentary Level 1 course, which is most relevant when companies are designing or re-envisioning their customer feedback and reporting approach. This course covers the following topics:

Introduction to Operational CEM: Learn about Operational CEM, a management methodology that aligns teams around the customer’s needs, accelerates learning, and continuously evolves a company’s activities to support profitable growth at scale.

Seeing Yourself as Customers Do: Organizations tend to see themselves through the lens of their own teams and processes. But that narrow view limits your organization’s ability to understand the customer and improve. Learn how to design an outside-in approach that creates a real-time dialogue between customers and internal teams.

Wiring the Customer into Every Decision: Getting feedback is meaningless if you don’t act on it, and a single team looking at the data isn’t enough. See how giving every team relevant information tailored to their specific needs will expand your entire organization’s ability to make decisions that improve the customer experience and your company’s bottom line.

Join more than 1,000 customer experience leaders who have used what they’ve learned to unleash the potential of their customer experience program.

Online learning

Study when and where it’s most convenient, and save on travel costs. You will receive a participant guide and access to our learning website with videos, interactive activities, and an instructor Q&A forum.

The Level 1 certification is complimentary. Participants may register for the Level 1 certification only, or the Level 1 & 2 course bundle.



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