University & Educational Workshops

Rutgers University Executive Education, New Brunswick, NJ

Course: CX@Rutgers Customer Experience Certificate Program – Customer Experience Strategy for Success

2017, Online and in-classroom programs available each semester, The Customer Experience Certificate program meets the same high academic standards of Rutger’s graduate programs, with a challenging interdisciplinary curriculum designed to prepare CX professionals to excel in their field. Carol Buehrens provides an in-depth hands-on instructions to help you skillfully infuse customer experience strategies into your business strategy to achieve higher customer engagement, reduced churn, increased revenue, and greater employee satisfaction.

• Formulate a customer experience vision and goals for your organization.
• Understand the steps needed to execute a roadmap.
• Learn strategies to get the Yes vote at your organization.

Learn more and register at: cx.rutgers.edu/

Rutgers University Executive Education, New Brunswick, NJ

Course: CX@Rutgers Customer Experience Certificate Program – Your Customers, Their Journey

2017, Online and in-classroom programs available each semester, The Customer Experience Certificate program meets the same high academic standards of Rutger’s graduate programs, with a challenging interdisciplinary curriculum designed to prepare CX professionals to excel in their field. Carol Buehrens provides an intensive focus on the conceptual and practical aspects of understanding your customers and their emotional needs and the journeys they experience, from their viewpoint, employing touchpoint mapping, and critical design techniques.

• Identify the impacts of social, digital, and multi-channel customers.
• Develop and employ customer experience personas.
• Map journeys and emotional needs, and then design new experiences for your customers.

Learn more and register at: cx.rutgers.edu/

Rutgers University Executive Education, New Brunswick, NJ

Course: CX@Rutgers Customer Experience Certificate Program – Customer Focused Innovation

2017, Online and in-classroom programs available each semester, The Customer Experience Certificate program meets the same high academic standards of Rutger’s graduate programs, with a challenging interdisciplinary curriculum designed to prepare CX professionals to excel in their field. Carol Buehrens provides an intensive focus on the use of personas, empathy and story-telling techniques to help motivate your employees to innovate and act on behalf of your customers.

• Understand the use of empathy in emotional design.
• Create emotional-based stories that motivate others to help.
• Bring silos together to help customers.
• Move beyond “good enough” mentality to inspire true innovations.

Learn more and register at: cx.rutgers.edu/

UX and Customer-Centered Design Certificate

Course: CX Journey Maps, The Road to Exceptional Customer Experiences

2016, Journey maps are also essential in experience innovation, and critical in designing cohesive, cross-channel, seamless experiences that meet and exceed expectations. Carol Buehrens provides an interactive workshop in creating your own  customer experience personas, stories, and journey maps. From emotions to engagement, touchpoints to entire journeys, you’ll experience hands-on the skills needed to become Customer Experience Professionals.

• Compare the differences of the traditional lifecycle vs. the new Customer Experience Continuum
• Identify your customers and their emotional makeup.
• Create CX Personas – head, heart, lifestyle.
• Experience brand giants going at it head-to-”heart”.

This course is part of the User Experience and Customer – Centered Design Master’s Certification program at Cal State Fullerton.  Learn more at: extension.fullerton.edu/professionaldevelopment/Certificates/UX

Customer Experience Event, New Orleans, LA

Workshop: Customer Experience Journey Mapping, Your Road To Success

2015, Helping your employees empathize with customers can be one of the greatest challenges in developing a customer-centric organization. Breaking down silos can be just as tasking and sometimes seem insurmountable. Customer experience expert and advocate for everything customer, Carol Buehrens takes you through 6 hands-on exercises that help you create cross-channel experiences that WOW your customers. In this interactive workshop, discover how the R.A.V.I.N.G. process arms your organization with the right tools to blow away your competitors and differentiate your business.

• Create CX stories and personas that touch the heart of your employees.
• Dive deep into cross-channel, critical touchpoint and work together to innovate.
• Learn ROI techniques to get the buy-in you need to succeed.

Learn more and register at: cximpact.com

UCSD Customer Experience Leadership Program

Course: Your Customers and Their Journey

2015, Customer Experience Journey Maps are arguably the most important instrument for capturing the true interactions customers have, emotionally and cognitively, with a company’s brand. Carol Buehrens guides you through the entire journey, starting with understanding customers from an emotional viewpoint, to identifying each interaction and exposure they have with your organization. When teamed with the Customer Experience Continuum and Customer Experience Personas, a full view develops, starting from a customer’s first awareness of an organization and products, to becoming loyal advocates for a brand.

• The Customer Experience Continuum (the new customer lifecycle).
• Experience Personas and stories – their impact on your employee culture.
• Emotions, expectations, motivations, challenges.
• Innovating on behalf of your customers.

This session is part of “The Customer Experience — Leadership Course” Masters Certificate program at UCSD. Learn more at: extension.ucsd.edu/studyarea/index.cfm?vAction=singleCourse&vCourse=BUSA-40878

Professional Certificate in Marketing Program, Online Marketing Strategies

Course: Customer Experience Personas, Bringing Customers to Life Throughout the Customer Experience Continuum

2014, Carol Buehrens provides a hands-on workshop about the Customer Experience Continuum and customer experience personas. Explore the lifestyles of your customers and learn what motivates them, and the emotions that lead them to the choices they make.

• Compare the differences of the traditional lifecycle vs. the new Customer Experience Continuum
• Identify your customers and their emotional makeup.
• Create CX Personas – head, heart, lifestyle.
• Experience brand giants going at it head-to-”heart”.

Learn more and register at: UCSD Online Marketing Strategies

Orange County Product Managers, Irvine, CA

Workshop: CX Journey Maps for Customer Lifetime Value

2014, Carol Buehrens, Customer Experience Strategist for ICW Group Insurance, CXPA Expert and author of Happy R.A.V.I.N.G. Customers!, guides you through the steps involved in creating Journey Maps. Identified high-level maps, use personas, create touch-points, assemble an entire journey and work together to innovate. You’ll walk away with the skills and toolkit needed to implement the art of Journey Mapping in your own workplace.

Journey Maps are essential tools that help you strategically plan and innovate the multi-channel experiences customers have with your organization. They provide your team with a high-impact, visual understanding of your customers’ goals and interaction paths. Whether you’re a product manager, a marketing professional, or other experience influencer, Journey Mapping provides you the valuable insight you need to raise the bar and transform your customer’s experiences. Fair warning – this isn’t your ordinary, lecture-driven presentation! This is a fast-paced mapping extravaganza.

Learn more and register at: ocpm.weebly.com

Next Generation Customer Experience Conference, San Diego, CA

Workshop: Customer Experience Journey Mapping, Your Road To Success

2014, Journey maps aren’t just the latest buzz; they’re proven, strategic tools that help you innovate and create awesome customer experiences. Join Carol Buehrens, Customer Experience Strategist and expert, for this jam-packed workshop, filled with real case examples and hands-on exercises.

• Journey maps are critical tools to help fulfill your brand promise.
• Benefits to your organization and your CX strategy.
• Demonstrate an ROI and get the buy-in you need.
• Create your own journey maps.
• Participants are provided a full-color Journey Map Toolkit.

Learn more and register at: nextgencx.wbresearch.com

Orange County User Experience Association, Fullerton, CA

Workshop: CX Journey Maps, The Path to Excellent Customer Experiences

2014, Customers have experiences with your company, but do you know who they are? That’s where Carol Buehrens, an expert on customer journey mapping comes in. Customers are experiencing your people, processes, systems, voice, messages, and brand. They have many interactions with various departments in your organization, but your departments and your experiences are silo’d. How do you overcome that?

Journey maps help you capture your customer’s experiences from a strategic viewpoint across multiple channels. They help you identify touchpoints and opportunities for improvement. Most importantly, they allow you to map your customers’ emotions and reactions. “Emotions are the foundations for experiences.”

Learn more and register at: meetup.com/Orange-County-User-Experience/events/152283052/