Strativity Group announced today the expansion of its Customer Experience Management (CEM) Certification Program to include an optional third day of practice with the implementation of CEM principles, concepts and methodology. Participants who attend the core two-day program can now choose to attend a third day of instruction which focuses entirely on reinforcing the lessons learned through extensive and interactive group exercises.
The company has also announced new dates for its certification program in 2009. The program will be held on March 24-26, 2009 minutes outside New York City at the Westin Jersey City, Newport in Jersey City, New Jersey USA.
The CEM Certification Program, which was first introduced in 2007, remains the only such program available to business executives who are interested in specializing in customer experience management and successfully implementing CEM strategies. "With today’s global economic downturn, businesses are increasingly pressured to find cost effective methods to improve customer loyalty and retention," said Lior Arussy, President of Strativity Group, Inc. "This program is designed to teach participants to separate profitable customers from unprofitable ones and the means to focus their efforts on the right customers to increase revenue and profit."
The CEM certification program covers key issues such as:
• Touch Point identification and prioritization;
• Customer experience design methods;
• Customer segmentation and how to focus on the right customers;
• Financial models to justify investment in CEM;
• Employee engagement;
• Methods to capture and utilize voice of customer data;
• Organizational alignment.
Certification from the program will be awarded to attendees who demonstrate their expertise and knowledge in CEM during the program.
Organizations that sent delegates to past CEM Certification programs include:
ABN Amro Bank, American Airlines, Blue Cross Blue Shield, Cargill, FedEx, Herbalife, Liberty Mutual, Merck, Nationwide Insurance, Parker Hannifin Corporation, Philips, Reliant Energy, Ricoh, RJ Reynolds, Siemens, Waste Management and Wyeth.
Since 2007, the CEM Certification Program has hosted business professionals from around the world, including the countries of: Austria, Belgium, Colombia, Brazil, Canada, England, Ghana, Nigeria, Norway, South Africa, Spain and Venezuela.
To learn more about the certification program, please visit CEMcertification.com.
About Strativity Group, Inc.
Strativity Group, Inc. (strativity.com) is a global customer experience research and consulting firm which assists organizations with the creation of differentiating experiences and profitable customer relationships. Utilizing research, consulting, education and communication programs, Strativity creates and implements customer experience strategies for its clients. At the core of its methodology is the development of action plans that are used to drive organizational change.
Strativity Group, Inc. works with Global 2000 companies as well as emerging businesses around the world. Our clients include Akibia, American Management Association, AMO, Capital One, CATIC, Circle K, CA, Crowne Plaza Hotels and Resorts, Dimension Data, DVTEL, FedEx, Herbalife, ICMI, Honeywell, Jacada, Lockheed Martin, Nokia, Nordea, Nortel, RightNow Technologies, Sage, SAP, Seagate Technology, Siemens, The Fund, University of Pennsylvania, Verint Systems and Wyeth.