Customer Experience Management Online Program (CXM360)
Create your own Strategic Customer Experience Plan,and get certified as a Customer Experience Expert
Academic Advisor: Carlos Molina
What is Customer Experience?
Customer Experience is the leading differentiation strategy for companies today. Building an emotional connection with customers is the only sustainable way to compete in a market with evolving needs and conditions.
Managing customer experience requires professionals who understand and master the key tools and methodologies for successful implementation.
The Most Comprehensive Online Program for Customer Experience Management.
Learn to manage Customer Experience using industry-leading methodologies and tools.
- Participate in live classes and access recorded sessions.
- View all program content and download tools and templates.
- Engage with instructors through queries and complete activities, final tests, and assignments.
- Attend live tutoring sessions for feedback on practical activities and to address questions.
- For corporate participants, progress tracking and reporting are available.
Open Program
Your Journey Online
Kick Off
Initial session for the program's welcome and general guidelines.
Module 1
CX Strategy
Module 2
Diagnosis: Archetypes and Customer
Module 3
CX Management from Brand, Product, and Interaction
Tutoring 2
Session to clarify doubts and provide feedback on assignments from Modules 1, 2, and 3
Module 4
VoC Measurement
Module 5
Systems and Technologies
Module 6
Culture and Governance
Tutoring 3
Similar space focused on Modules 4, 5, and 6
Online Certification
Certification Objectives (CEM)
Knowledge
Gain comprehensive knowledge of Customer Experience Management in organizations.
Tools
Learn the essential tools and knowledge to manage and orchestrate the Customer Experience effectively.
Methodologies
Understand methodologies to implement Customer Experience Management autonomously.
Scenarios
Apply best practices in specific scenarios within a workshop environment.
Frequently Asked Questions
Resolve your doubts instantly
What is the "Consulting Roadmap" and how does it relate to the training program?
The "Consulting Roadmap" is a customer experience model used by the consulting firm to support its clients in transforming their relationship with users. This same model is integrated into the training program, allowing participants to learn and apply it from day one in their organizations. The roadmap encompasses three main approaches: Listening, Design or Redesign, and Transformation, each divided into specific modules.
What professional profiles is this training program aimed at?
The program is designed for two main types of professionals:Freelance consultants looking to train to offer services to their own clients.StudentsCustomer Experiences experts:Individuals working within a company who have been assigned a new role or a challenge to improve customer satisfaction rates or rapidly and effectively develop a "Customer Experience" (CX) area.The goal is for participants to be able to implement organizational changes from the beginning of the program.
What is the structure of the training program and its duration?
The program has a total duration of 9 weeks, with an approximate commitment of 5 hours per week. It includes:
- Kickoff Session (Welcome): An initial 1.5-hour session to explain how the program works.
- Weekly Modules: Each week a module is covered, with a 2-hour session and a practical activity (homework) of approximately 30 minutes. It is recommended to review the self-learning content on the platform before each session.
- Tutorials: There are three tutorial sessions (at the beginning, middle, and end of the program), each 1.5 hours long. These sessions are designed to resolve questions from previous modules and provide feedback on practical activities, serving as an interactive space for students to bring their specific questions, even adapting B2C examples to B2B contexts.
- Kickoff Session (Welcome): An initial 1.5-hour session to explain how the program works.
- Weekly Modules: Each week a module is covered, with a 2-hour session and a practical activity (homework) of approximately 30 minutes. It is recommended to review the self-learning content on the platform before each session.
- Tutorials: There are three tutorial sessions (at the beginning, middle, and end of the program), each 1.5 hours long. These sessions are designed to resolve questions from previous modules and provide feedback on practical activities, serving as an interactive space for students to bring their specific questions, even adapting B2C examples to B2B contexts.
How is progress evaluated and certification obtained?
At the end of week 8, students have an additional two-week period to complete a multiple-choice assessment on the platform. A minimum score of 50% is required to pass. In case of not passing on the first attempt, a second free opportunity is offered. To receive the "Certified Customer Experience Experts" certificate, it is essential that all modules are 100% completed and the assessment has been passed. The platform will be enabled for six months from the start of the program to allow continuous review of the materials.
What type of materials and tools are provided to students?
All program materials are downloadable, with the exception of videos. Students are advised to download all templates and presentations from day one, as they constitute a practical "toolkit" of tools. These tools allow them to apply the concepts learned in each module to immediately initiate transformations within their companies (e.g., conducting diagnoses, creating customer archetypes and customer journeys, identifying the status of brand, product, and interaction).
Is the certification international? Is it endorsed by any entity?
The certification is international in nature and is taught by international consultants with experience in global projects. While the certification itself is not endorsed by any specific entity, five of the methodologies used within the program are endorsed by DEC Organization meaning that the knowledge imparted is based on recognized methodologies.
What is the cost of the program and how can payment be made?
The price of the program is 590 euros. Payment can be made through the website e-commerce using a credit or debit card. It is possible to request an invoice in the name of a company if it sponsors the training, providing the tax details at the time of registration.
What is done in the "Technologies" and "Culture and Governance" modules?
Technology Systems: In this module, students explore the tools available in the market and those used by other organizations to complement their Customer Experience strategy. Trends are addressed, including the application of artificial intelligence in customer experience, offering an idea of technological options even if companies do not have an initial budget.
Culture and Governance: This module focuses on how students, as precursors of customer experience in their organizations, can implement and disseminate the new strategy to the rest of the teams. It also addresses the connection between customer experience and employee experience, and different transformation plans are provided so that participants can carry out an "implementation pilot" of the model in their own companies.
Culture and Governance: This module focuses on how students, as precursors of customer experience in their organizations, can implement and disseminate the new strategy to the rest of the teams. It also addresses the connection between customer experience and employee experience, and different transformation plans are provided so that participants can carry out an "implementation pilot" of the model in their own companies.
What are the prerequisites for joining the program?
No specific prior knowledge in Customer Experience is required, although a basic understanding of business and customer service environments can be beneficial. The program is designed to guide participants from fundamentals to advanced application.
What is the refund or cancellation policy for the program?
Our refund policy allows for a full 100% refund if canceled within XX days before the program starts. For later cancellations, will apply. We recommend reviewing our full terms and conditions at the time of registration.
What is the CX Certification?
Izo’s Customer Experience Online Certification offers a unique approach and methodology, based on the six main pillars of our Izo Framework, the core tool for tackling any Customer Experience and cultural transformation project within a company.
Certified in Customer Experience
This certificate guarantees that the recipient has successfully completed the training, passed the final exam for the CEM Online Certification, and delivered and presented the practical Customer Experience project.
Download brochure06 hs
Online Classes
06 hs
Case studies
03 hs
Live tutoring sessions
40 hs
Hours of coursework
Testimonios
Qué dicen nuestros alumnos
Descubre la prueba de que estás en el lugar correcto. Te invitamos a conocer las historias reales de nuestros graduados. Sus logros son el testimonio más sólido de la calidad de nuestra metodología y de cómo los programas de Izo Academy impulsarán tu éxito profesional.
Jenny Gómez Polanco
Customer Experience 360
El curso es excelente; los facilitadores tienen alto nivel de experiencia, explican y aclaran dudas de manera efectiva. Un curso completo, con material didáctico y plataforma amigable, además de acceso a la plataforma de IZO por 4 meses adicionales.
Laura Garcia
Customer Experience 360
Ingresé a esta certificación para obtener herramientas y conocimientos en CX y para enfrentar los nuevos retos de mi posición. Con formadores excelentes y contenidos claros, ahora me siento lista para implementar y dar seguimiento a un proyecto de CX exitoso. Gracias, IZO, ¡una experiencia memorable!
Andrés Ortega Castro
Customer Experience 360
Superó mis expectativas: el networking, la metodología, los materiales descargables y el apoyo de los formadores son increíbles.
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