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PROFESSIONAL ONLINE LEARNING TO TRANSFORM YOUR LIFECustomer ExperienceUNLV Customer ExperienceCertificate Program – OnlineIndustry leaders, professionals& educational expertsYou aspire to stand out from the others. You aim to bebetter and more valuable than your competition.Reaching this level of dexterity may have seemed out ofyour grasp-until now.Gain direct access to the world-renowned faculty—industry leaders who practice the art of customerexperience every day. Learn more about ourexceptional faculty at zschool.ced.unlv.eduYour own pace in your own spaceOnline learning benefits:Enjoy the benefits of online learning. Create your ownschedule and complete the course at your convenience. Absorb at your own pace.During the 8-module University of Nevada, Las VegasCustomer Experience Certificate Program, you'll solvereal-world challenges and use best practices developedby top companies. CX experts guide you through everystep of your journey. Build your toolset and develop yourunique, personalized Customer Experience Portfolio. Fit learning easily into your busyschedule. Relax in your own environment. Replay video presentations. Review materials as often as needed. Partake in subject discussions. Download course templates to share.Register at zschool.ced.unlv.edu702-941-5650

PROGRAMSUMMARYNo other program delivers like University of Nevada, Las Vegas CX online. You're broken away from the daily routine. Immerseyourself in real-life challenges, expert thought leadership, strategy sessions, innovation frameworks, and customerexperience cultures. Learn more details about the online Customer Experience Certificate Program at UNLV includingtakeaways and learning objectives, at zschool.ced.unlv.eduMODULE 1: CUSTOMER EXPERIENCE INTRODUCTIONDiscover the concept of customer experience and the definition used throughout this program. Find out what makes greatexperiences and poor experiences. Uncover the essential elements that draw us in and keep us coming back to our belovedbrands.Ÿ Identify customer experience leaders and laggards.Ÿ Discuss what sets these types of experiences apart from others.Ÿ Create your comparison scorecard to identify critical elements that set leaders apart from the rest.MODULE 2: CUSTOMER EXPERIENCE STRATEGY FOR SUCCESSLearn about customer experience and why skillfully executing experience strategies lead to enormous rewards. Whenintegrating customer experience into your organization, you'll achieve higher customer engagement, reduced churn, increasedrevenue, and greater employee satisfaction.Ÿ Discover the elements that comprise an effective and strategic customer experience plan.Ÿ Develop and discuss a clear customer experience vision for your own organization.Ÿ Create the critical goals and roadmap to help reach your customer experience vision.MODULE 3: YOUR CUSTOMERS, THEIR JOURNEYCustomer Experience Journey Maps are arguably the most important instrument for capturing your customer's trueinteractions, emotionally and cognitively, with your company's brand. Discover your customers and their experiences, and usethese strategic tools for communications, analysis, planning, management, and innovation.Ÿ Develop insightful customer personas and stories that promote cultural empathy and impact decisions.Ÿ Identify critical customer views of interactions throughout multi-channel touchpoints.Ÿ Use journey maps to capture experiences and emotions, and improve the lives of your customers.Register at zschool.ced.unlv.edu702-941-5650

PROGRAMSUMMARYMODULE 4: ACCELERATE & IMPROVE DECISIONS WITH DATACustomer Experience initiatives fizzle quickly if you don't connect the dots between your customers' perceptions, touch points,service delivery, cost savings, and ROI. Customer churn rates, share of wallet, Net Promoter Scores, average handling times,and cost of acquisition can and need to tie to your bottom line.Ÿ Explore leading practices that drive ongoing business improvements.Ÿ Link customer perceptions with operational costs and profitability.Ÿ Discover the most relevant, actionable metrics for your organization to drive desired business results.MODULE 5: CUSTOMER-FOCUSED INNOVATIONCustomer-Focused Innovation is the perfect blend of theory, practice, strategy and invention. Innovating on behalf of yourcustomers doesn't start with a problem statement – it starts with your customer. Learn to use empathy techniques tobreak through the culture barrier at your company, and close the "knowing-doing" gap.Ÿ Apply creative strategies that support innovation.Ÿ Gain insights to understand the needs of your customers.Ÿ Work to improve customer experience while adding value they'll rave about.MODULE 6: PRINCIPLES OF CUSTOMER RELATIONSHIP BUILDINGCustomer Experience is multi-faceted and relies on the strong relationships you build with your customers. Use the CustomerRelationship 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.Ÿ Apply modern ideation and relationship building models.Ÿ Develop your own Customer Experience based Customer Relationship Maturity Matrix.Ÿ Discover essential elements and apply the Technology Framework for CRM and Customer Experience.Register at zschool.ced.unlv.edu702-941-5650

PROGRAMSUMMARYMODULE 7: CUSTOMER FIRST CULTUREToday, the customer is almighty. Now is the time to educate yourself and your workforce to create a customer-first culturethat positions you for the greatest, longest-term success. This isn't "blowing up" the culture you already have – it's embracingwhat you have and acting together to make a difference in how your brand is perceived.Ÿ Accept the reality that your customer experience will never exceed your employee experience.Ÿ Engage the hearts and minds of your people.Ÿ Define "how to work together" to deliver your brand promise and great customer experiences.MODULE 8: NAVIGATING POLITICS OF CHANGEChange is hard, people are resistant, and the market is becoming more fiercely competitive every day. Organizations mustquickly evolve or be left behind. It takes a special leader to navigate these waters and get your entire organization marching tothe same drummer. Arm yourself with these indispensable leadership skills.Ÿ Discover how to drive adoption across your entire organization.Ÿ Successfully jumpstart your role by gaining quick wins and bring others along with you.Ÿ Become a successful change agent for experience-first thinking and inspire change.Lead the CX Movement with Your Certificate from UNLVYour University of Nevada, Las Vegas Customer Experience Certificate provides you the differentiating factor. It proves thatyou have completed all modules, as well as the cumulative Capstone Project. You'll walk away with confidence and your ownprofessional Customer Experience Portfolio.Register at zschool.ced.unlv.edu702-941-5650

FACULTY &LEADERSHIPOur leadership team sets us apart. From best-selling Customer Experience authors and strategists, to Chief Customer Officers,all are experts in their field. View the complete bios of our Faculty and Leadership Board, at zschool.ced.unlv.eduCAROL BUEHRENSCarol Buehrens is the author of the best-selling customer experience book Happy RAVING Customers! Carol is a leadingcustomer experience expert and speaker, and has been constructing extraordinary customer experiences for over 30 years formajor companies such as Liberty Mutual, Northrop, McDonnell-Douglas, Bechtel, GE, Mercury Marine, and ICW Group InsuranceCompanies.Carol’s passion for improving customer experience has resulted in numerous awards, including the prestigious “CX InnovationAward” from the Customer Experience Professionals Association (CXPA), ICW Group CEO Award, the Liberty Mutual Star Award,and is listed in the World's Top 30 Customer Service Professionals.JC QUINTANAJC is a best-selling author and researcher focused on the psychology and process that leads to quality stakeholder relationships.His impressive career spans over 25 years of leadership guiding Customer Experience, Employee Engagement, and ChannelAlliance efforts for SAGE, ADP, HP, and DXC Technology in Managing Partner, Regional Vice President, and Global Head ofInnovation roles.He holds advanced degrees in Organizational Psychology and dedicates his research to developing corporate cultures that promotegenuine relationships with all of its stakeholders. He currently lectures on relationship psychology and human-centered designtopics at 11 US universities.ERICH DIETZErich Dietz is the Vice President of Worldwide Strategic Accounts for InMoment. He has over 15 years of executive experiencespanning consulting, business development, and solutions architecture. Erich joined InMoment in 2003 and primarily works withInMoment’s large, complex client organizations within their B2B, B2B2C, and B2C markets. Erich partners with clients to architectand implement Customer Experience Management (CEM) & Voice of the Customer (VoC) programs that enhance critical businessmeasures including; revenue generation, operational efficiency, cross-channel service alignment, customer retention, basemanagement, loyalty, and brand advocacy. He is also a designated CXPA Expert and regular contributor to the community’s GoogleHangouts and other events. Prior to InMoment, Erich was a management consultant for several global consulting firms. He holds aB.S. in Industrial Engineering from Rutgers School of Engineering.JORDAN ZIMMERMANJordan Zimmerman is Founder, Chairman and architect of the Zimmerman Advertising empire, now the 14th largest advertisingagency in the world with published billings in excess of 3 billion. In 2015 Jordan cofounded zSchool, a new educational consultingprovider focused on helping universities develop world-class executive education for the digital age.Jordan Zimmerman is known as “Advertising’s Bad Boy” and his list of winning clients is a “who’s who” of the retail world. His is thefirm that is behind such great brands as ADT, Atlantis, AutoNation, Ashley Furniture, Boston Market, Broward Health, Carfax, CBS,Chico’s, Chuck E. Cheese, Consolidated Credit, Dish Network, Dunkin Donuts, Extended Stay America, Firehouse Subs, Five Below,The Florida Panthers, Fresh Market, HHgregg, Jamba Juice, Kanes, Lane Bryant, La-Z-Boy, Lennar, Logan’s Roadhouse, LuckyBrand, Michaels, Office Depot, Papa Johns, Party City, Pep Boys, Nissan, Saks Fifth Avenue, Soma, Tire Kingdom, Toys-R-Us, WhiteCastle, White House Black Market and many more.Register at zschool.ced.unlv.edu702-941-5650

YOUR NEXT TLEADDRIVESTRATEGIZEMOTIVATEINSPIRERegister at zschool.ced.unlv.eduAttend the University of Nevada, Las Vegas onlinelearning to generate new ideas, conversations, andsolutions to help your company lead the industry andbecome more profitable.Contact us to learn how you can begin your journeywith the University of Nevada, Las Vegas onlineCustomer Experience Certificate Program today!CALL US TODAY702-941-5650702-941-5650

integrating customer experience into your organization, you'll achieve higher customer engagement, reduced churn, increased revenue, and greater employee satisfaction. Ÿ Discover the elements that comprise an effective and strategic customer experience plan. Ÿ Develop and discuss a clear customer experience vision for your own organization.