CUSTOMER
EXPERIENCE
Certification
Course Catalog
CUSTOMER EXPERIENCE
CERTIFICATION COURSES
Year after year, brands with high-quality CX grow revenue faster than direct
competitors with lower-quality CX. CX Certification courses from Forrester
empower you and your team to lead customer-centric business
transformation initiatives that create higher-quality CX for your brand. You’ll
drive growth, delight customers, and retain employees.
Move Faster Together Why Pursue CX Certification Now
Certification courses are a fast and scalable way CX is a cross-functional effort for any
to help your team master key concepts to move organization. Becoming certified by Forrester
faster together. CX certification courses help helps your team master core CX principles
you: and gain confidence in using research-based
• Align your team with a common methodologies to apply customer insights.
language, toolkit, and way of working to
facilitate execution. CX Certification supports your business
• Learn key concepts to advance your transformation efforts to:
priorities from Forrester’s research. • Work from a common framework.
• Apply Forrester’s approach through hands- • Develop your CX vision for the future.
on exercises with practical tools. • Accelerate execution efforts.
A Unique Approach What To Expect
Forrester draws on more than 20 years of Curated and taught by Forrester analysts,
CX research to distill the core CX skills that the courses primarily use short-format video,
distinguish breakaway industry leaders. but you’ll also stay engaged through podcasts,
webinars, and short case studies.
You’ll learn through a unique microlearning
approach that breaks complex content into bite- This combination of interactive media and
sized sessions so you can absorb lessons hands-on exercises creates a dynamic learning
quickly and put your knowledge into experience that is fun and effective.
practice immediately.
Content adapts to suit executives, experienced,
This dynamic certification experience is all and novice team members, with global cohorts
online and self-paced to fit with your schedule that bring together peers from multiple
and goals. geographies and industries.
HOW Customer Experience Courses
COURSES Certification courses for customer experience professionals
WORK include:
• Mastering Customer Experience
• Mapping Customer Journeys
• Innovating Customer Experience
• Leading With Customer Obsession
• Building Winning Business Cases
Support For Your Journey
Certification courses are available for you and your team’s use in
two ways:
• As a component part of Forrester Decisions for Customer
Experience, with ongoing access
• As a one-time, 60-day cohort course experience, with a
beginning and end date
Badges And Recognition
Courses support multiple levels of experience and establish a shared
Forrester-specific vocabulary, common mindset, and
aligned approach.
Leaders and team members must complete a timed, 60-day
cohort course to earn a certificate and badge for professional
networking sites.
Having successfully completed the Forrester Mastering CX course, the bearer of this
certificate has demonstrated knowledge, application, and experience in the discipline
of customer experience and is hereby recognized as Forrester certified.
CERTIFIED
MASTERING
CUSTOMER
EXPERIENCE
William Sanford
Sharyn Leaver | Senior Vice President | Research M AY 2 0 2 0 LIC NO 42-00097
A signed certificate and course completion badge provides
industry-standard recognition for Forrester-certified alumni.
MASTERING Create a common foundation and hone the skills
CUSTOMER needed to excel in the CX success cycle.
EXPERIENCE The Mastering Customer Experience course helps you apply
Forrester research to achieve your priorities and demonstrate your
CX competency through hands-on activities. It consists of six
chapters, each of which takes between one and three hours
to complete.
What You’ll Learn
As a result of becoming certified in customer experience, you’ll be
able to:
• Identify focus areas to improve CX.
• Conduct CX research using multiple methods.
• Know what CX metrics are important to measure.
Course Outline
COURSE INTRO
Why CX/Why Now?
Understand the business benefits of CX.
CHAPTER 1 CHAPTER 4
Maturing The CX Function Designing Experiences Users
Use the CX function Want
assessment to prioritize areas Understand how to build the
to mature in order to drive right experiences and test
adoption of the CX vision and and continuously improve
strategy. their impact.
CHAPTER 2 CHAPTER 5
Collecting And Analyzing Enabling CX With
Data For Customer Insights Technology
Integrate and analyze Identify, select, and
relevant data and derive implement the right
insights to inform CX technologies to support your
decision-making. CX strategy.
CHAPTER 3 CHAPTER 6
Using Journey Elevating CX Measurement
Mapping To Embed Establish discipline and
Customer Insights prepare your measurement
Master the seven steps to program for effective scaling.
highly effective journey
mapping to install customer-
obsessed decision-making.
MAPPING Master customer journey mapping to enable
CUSTOMER scale in your organization. Unlock the power
JOURNEYS of journey maps as a transformational tool.
The Mapping Customer Journeys course consists of six chapters,
each between one to three hours, to guide you through journey
mapping execution.
You’ll master frequently asked questions about journey mapping
and enable journey mapping to scale within your organization.
What You’ll Learn
Certification in Mapping Customer Journeys helps you:
• Utilize research to put your maps on solid footing and validate
findings.
• Lead high-impact journey mapping sessions.
• Assess journey maps and drive action from their insights.
• Create a journey mapping toolkit so that others can master and
embed journeys in decision-making and design.
Course Outline
COURSE INTRO
Introduction To Customer Journey Mapping.
CHAPTER 1 CHAPTER 4
Why Journey Mapping How To Assess The Quality Of
Understand the distinct benefits Your Customer Journey Maps
journey maps provide and the Learn how to assess your
value of becoming a journey-led journey maps to ensure they
organization. bring the impact you need to
get results.
CHAPTER 2
How To Do Research For CHAPTER 5
Customer Journey Mapping How To Drive Action From
Learn how research helps you Customer Journey Maps
prepare for journey mapping, Learn tactics for embedding
validate the outputs, and sustain journey maps and a journey
a journey focus. mindset throughout your
organization.
CHAPTER 3
How To Lead A Journey CHAPTER 6
Mapping Workshop How To Build A Journey
Learn how to craft an agenda, Mapping Toolkit
lead the process, and facilitate a Learn how to craft a journey
high-impact journey mapping mapping toolkit to support and
session. scale journey mapping efforts.
INNOVATING Adopt cutting-edge CX practices from the few
CUSTOMER companies that do it best. Plan for your
EXPERIENCE organization's evolution with a view into the
future of CX.
The Innovating Customer Experience course consists of six modules,
each between one to three hours, to help you emulate, experiment,
and realistically map out a plan to execute on your CX vision.
What You’ll Learn
As a result of becoming certified to innovate customer experiences,
you’ll be able to:
• Evaluate your voice-of-the-customer program.
• Experiment with new models and tactics, based on data.
• Identify potential innovation for your business model, based
on CX.
Course Outline
COURSE INTRO
Welcome To Innovating Customer Experience.
Learn what it means to innovate within a CX management
competency and what it takes to get there.
CHAPTER 1 CHAPTER 4
Drive Action With Your Demystify Financial Metrics
VoC Program Support innovation by
Tailor your VoC program to connecting customer stories to
generate insights and drive business performance.
action.
CHAPTER 5
CHAPTER 2 Innovate Your Business
Supercharge Your Journey Model For CX Advantage
Mapping Lead your organization to more
Combine divergent and meaningful results with a
convergent approaches for customer-obsessed business
great CX. model.
CHAPTER 3
Design With Data
Experiment with new
approaches at the leading
edge of design.
LEADING WITH Create a common foundation and develop the
CUSTOMER fundamental skills needed for customer-obsessed
OBSESSION leadership.
The Leading With Customer Obsession course consists of six
modules, each between one to three hours, to help you lead your
organization to become more customer-obsessed.
What You’ll Learn
As a result of becoming certified in customer obsession, you’ll be
able to:
• Identify the leadership competencies that drive customer
obsession.
• Understand the behaviors that impact customer obsession.
• Establish expectations to facilitate change.
Course Outline
COURSE INTRO
The Customer-Obsessed Enterprise
CHAPTER 1 CHAPTER 4
The Customer- Activate Culture For
Obsessed Leader Customer Obsession
Learn how customer obsession Translate customer
fuels growth, and assess obsession into real behaviors
your own leadership to spark and sustain culture
competencies. transformation.
CHAPTER 2 CHAPTER 5
Five Competencies Of Shape EX Through
Customer-Obsessed Leadership
Leadership Balance job demands
Learn what customer- and resources for your team
obsessed leaders do, and to create the kind of employee
identify behaviors and tactics experience (EX) that
to adopt. breeds customer obsession.
CHAPTER 3 CHAPTER 6
Change Leadership Level Up Coaching
Use the SURE model to Adopt and foster a
assess, manage, and strong coaching mindset
successfully lead your team to systematically support
through change. customer obsession in your
employees.
Create more effective business cases with
BUILDING Forrester’s proven Total Economic Impact™(TEI)
WINNING methodology.
BUSINESS The Building Winning Business Cases course consists of six modules,
CASES each between one to three hours, to help you present your
organization’s investment opportunities and determine ROI in a more
accurate and compelling way.
What You’ll Learn
As a result of becoming certified to build winning business cases,
you’ll:
• Be fluent in Forrester’s Total Economic Impact methodology.
• Use a rigorous cost-benefit analysis to secure the right investments
for your priorities.
• Measure the ROI value, business flexibility, and associated risks
that are specific to a technology or solution.
Course Outline
COURSE INTRO
Forrester’s Total Economic Impact (TEI) methodology
CHAPTER 1 CHAPTER 4
The Financial Business Case Quantifying Risk
Learn the value of business Increase the accuracy of your
cases and the financial cost and benefits estimates
modeling skills you need to while mitigating potential risks
create them. to make better decisions.
CHAPTER 2 CHAPTER 5
The Components Of A Modeling Future
Winning Business Case Opportunities
Gather the right data to make Quantify strategic flexibility
accurate projections and options to account for future
understand how to analyze potential business benefits.
benefits and costs.
CHAPTER 6
CHAPTER 3 Storytelling To Drive Action
Managing And Interviewing And Outcomes
Stakeholders And Customers Master the five-step playbook
Identify the right stakeholders for data storytelling to drive
and/or customers to inform action from your business
your assumptions. Drive cases.
accountability with the right
goals and metrics.
Get the most from Plan Your Journey
your certification
experience.
Take the next step to plan for a successful
course completion. More than 87% of course
participants go on to earn their certification.
Plan Your Schedule
Each chapter within a course will require roughly one to three hours
to complete. You’re welcome to work at your own pace once the
course begins; just be sure to budget your time accordingly.
Decide How You Will Work As A Team
Consider scheduling a team kickoff and regular meeting cadence to
discuss what you’re learning and how you can apply it in your
unique context.
Learn With Your Peers
During the course, you’ll use discussion threads, interest groups,
and share finished assignments to learn from and alongside
your peers.
Keep Learning
Revisit key concepts after you complete your course through a
Forrester Decisions subscription. Use the chapter library on the
Forrester platform to access all the videos and learning materials.
Share Your Success
Post your badge to professional social networking sites to signal
your expertise and be recognized for your additional knowledge.
Contact Forrester
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+44 (0) 20 7323 7741
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+61 2 91 594 900
©2021 Forrester Research, Inc.
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