Customer Experience Certificate

The field of Customer Experience (CX) is evolving into one of the fastest growing and most in-demand fields in the world. Companies delivering extraordinary Customer Experiences not only survive — they thrive.

New Customer Experience departments are popping up everywhere and the job market is exploding. Functions and roles traditionally performed by marketing, sales and operations are shifting toward new, interdisciplinary CX divisions. To grow as a leader in this profession requires practical skills and strategic vision.

Program Structure

The Customer Experience Certificate Program at the University of Richmond offers two options:

  • 4-day, in-person, hands-on immersion program
  • 8-week, self-paced, online program

You apply principles and techniques that drive CX innovation. Roll up your sleeves, solve real-world challenges and use practices developed by top companies. CX experts and professional instructors guide you through each step. During the program, you continuously build your toolset and develop your own, personalized CX Portfolio.

  • Develop practical skills in the CX framework.
  • Design strategies to advance your company in CX.
  • Gain customer insights that result in action.
  • Break down organizational silos, eliminate barriers and develop a customer-centric innovation mindset.

Typical Class Schedule

Each in-person program includes breakfast and lunch.

  • Day 1
    • 8:00-8:30 Welcome and orientation
    • 8:30-12:00 Customer Experience Introduction
    • 1:00-4:30 Customer Experience Strategy
    • 5:00-6:30 Evening Networking Event
  • Day 2
    • 8:30-12:00 Your Customers, Their Journey
    • 1:00-4:30 Accelerate & Improve with Data
  • Day 3
    • 8:30-12:00 Customer-Focused Innovation
    • 1:00-4:30 Customer Relationship Building
    • 4:45-8:30 Evening Dinner Event
  • Day 4
    • 8:30-12:00 Customer First Culture
    • 1:00-4:30 Navigating Politics of Change

Now Accepting Registrations

Need more information? Ready to apply? Contact us online or call (804) 352-3443 to get started.

More Information

To request more information or to speak to a program representative, visit cx.richmond.edu or connect with our CX program manager at Zschool, our educational partner.

CX Certificate Program Summary

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  • Program Part 1: CX Basics

    Module 1: Customer Experience

    In this introductory module, you’ll learn the concept of CX, study the basics of Customer Experience, understand what makes a “beloved brand” and consider why businesses fail through poor experiences.

    Module 2: Your Customer Experience Strategy

    Learn the value of a well-executed Customer Experience strategy; how it can lead to enormous rewards, higher customer engagement, reduced churn, increased revenue and greater employee satisfaction.

    Module 3: Your Customers, Their Experience Journey

    Customer Experience Journey Maps are foundational instruments for capturing customer’s interactions, both emotionally and cognitively, with your brand. Use these strategic tools to communicate, analyze, plan, manage, innovate and demonstrate ROI.

    Module 4: Accelerate & Improve Decisions with Data

    Gain approval and keep CX initiatives alive by connecting the dots between your customers’ perceptions and cost of reality. Tie service delivery, churn rates, average handling times and acquisition costs to cost savings, ROI and wallet share.

  • Program Part 2: Your CX Organization

    Module 5: Customer-Focused Innovation

    Innovating on behalf of your customers doesn’t start with a problem statement — it starts with your customers. Learn to invoke passion through empathy techniques and storytelling, to break through barriers and close the “knowing-doing” gap.

    Module 6: Principles of Customer Relationship Building

    Customer Experience is multi-faceted and relies on the strong relationships you build with your customers. Use the Customer Relationship Development Model to identify and define core elements to build relationships and improve overall experiences. Through collaboration and ideation, you create a maturity matrix specifically for your business.

    Module 7: Customer First Culture

    Today, the customer is almighty. Now is the time to educate yourself and your workforce to create a customer-first culture that positions you for the greatest, long-term success. This isn’t “blowing up” the culture you already have — it’s embracing what you have and acting together to make a difference in how customers perceive your brand.

    Module 8: CX in Your Organization - Navigating Politics of Change

    Change is hard, people are resistant and the market is becoming more fiercely competitive every day. Organizations must quickly evolve or be left behind. It takes a special leader to navigate these waters and get your entire organization marching to the same drummer. Arm yourself with these indispensable leadership skills.