CX Trail 20h - Knowing & Practicing

Implementing a Customer-Centered Culture: Concepts, Tools and Best Practices.


Rodrigo Tavares
Mariana De Marchi
Marília Veiga

Live and online classes

Trail CX

Classes: June 07, 09, 13, 21,23, 28, 30 and July 05th


Hours: 7:00 pm to 9:30 pm

About the course

Prepare Customer Experience professionals to be protagonists in the ransformation of companies into Customer Centricity Companies,through the presentation of concepts, tools, techniques and a lot of practice brought by the best CX professionals in Brazil.

Target public

For you! Attuned professional whose purpose is to improve the relationship between consumers and companies, and improve people’s lives. Are you starting your CX career? Are you in a career transition? Do you already work with CX but have a strong desire to evolve in your career through a relationship network capable of supporting CX comments? This course is for you.

Our team of Customer Experience professionals:

Rodrigo Tavares

Coordinator CX

Marília Veiga


Mariana De Marchi


R$ 1.460,00

10% discount* for students from affiliated companies and SEDA students

*discounts cannot be combined with other discounts

Courses can be paid in installments by credit card in up to 12 installments**
**Installments with interest added.

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Programa Customizado

  • – A conceptual approach to CX
  • – The dimension of a Customer Experience program
  • – Pillars: getting to know the Customer Centric Culture
  • – Maturity Diagnosis
  • – Engagement: tools to influence the transformation
  • – Customer Journey as an essential
    tool for cultural evolution and delivery of
    incredible experiences
  • – Personas
  • -Types of Journey
  • -How to map a journey
  • – CX Metrics as a tool for customer
    knowledge and impact generation capable of promoting changes
  • – Key metrics: how to implement them
  • – Main metrics: how to analyze them and measure the results
  • – Practical use cases
  • – “What do I do now?”
  • – Actual case of influence throughout the Organization
20 hours certification

Learn in practice with real cases the steps to build a customer experience strategy.

Course Benefits:
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