Monetizing The Experience · Online
Measure. Manage. Master. Monetize.
Happy customers are great. Profitable ones are better. Learn how to turn customer experience into measurable financial results. This self-paced online course gives you the models, the math, and the methods to prove that CX pays off. Interactive lessons, real-world exercises, no fluff.
EUR 598.95 incl. 21% VAT
Self-paced
Online, resume anytime
6 modules
Each with lessons and tools
Professionals from these organizations learn with us
About this course
Your customers love you. Your NPS is climbing. But when the CFO asks, "What's the return?", you go quiet.
You are not alone. Research shows that 75% of CX programs fail to build a workable business case. They create value for customers but cannot prove they create value for the business. Eventually, budgets get cut and programs die.
This course fixes that. Led by Alain Thys, author of The Transformation Code and a three-decade veteran of customer-centric transformation, you will learn a complete system to connect customer happiness to hard financial results.
Curriculum
What's inside
01
Proving ROI & Securing Budget
Most CX programs focus on making customers happy, yet 75% fail because they lack a workable business case. This module teaches you to escape the "Satisfaction Trap", where happy customers still leave for a bargain elsewhere, by connecting customer perception to hard financial outcomes.
Building the Business Case
Diagnostic: Are you monetizing your CX?
1 page
Discount Evaluation Framework
1 page
Why focus on the money in CX
6 pages
The New Rules of CX Economics
8 pages
CX Business Case Calculator
3 pages
02
Activating Your Biggest Fans
Having Promoters is an opportunity; activating them is a strategy. This module dismantles the myth of the "proactive fan" and gives you the tools to guide your happiest customers toward higher value. Learn to turn silent appreciation into a measurable growth engine through systematic advocacy and journey-based value capture
Activating Customer Value For Value
The Opportunity Map
1 page
Nudge customers to recommend
1 page
Customer Activation Plan
1 page
03
Stopping the Churn Leak
Not every customer is a fan. Learn how to win back lost customers, nurture the dangerous "silent majority," and defend your pricing without reaching for the discount button.
Managing Risk
Lost Customer Recovery Template
2 pages
The Passive-to-Promoter Nurture Plan
1 page
Discount Evaluation Framework
1 page
04
Working Smarter, Not Harder
CX is a tool for operational efficiency, not just growth. Learn Zero-Based Experience Management to identify and eliminate activities that add cost but zero value for the customer. This module provides a system to cut waste, scale best practices, and connect back-office teams to customer success.
Working Smarter, Not Harder
5 ways to increase employee engagement
6 pages
05
B2B Complexity & Forecasting
In B2B, an account is a complex web, not a single score. Break out of the "relationship bubble" by mapping feedback from all stakeholders. This module teaches you how to enrich your sales pipeline with CX data to build forecasts that are realistic, defensible, and risk-adjusted.
B2B Accounts & Forecasting
Develop a partnership with key accounts
1 page
CX Feedback to set Account Strategy
1 page
06
Winning the Market Share Battle
The final move is using CX to fundamentally change your market position. Master Competitive Benchmarking to find rival weak points and weaponize your experience to take market share. Close by learning how to frame CX success to investors as a leading indicator of future profit.
The Strategic Advantage
Use CX thinking to reduce cost
1 page
20 Ways to turn Customer Smiles into Cash
1 page
Content Manager, DUOS
What you master after this course
Six modules to turn customer smiles into cash.
A Bulletproof Business Case
Stop guessing. You will know exactly how to calculate customer lifetime value and present a financial argument that gets budget approved.
Activate Your Promoters
Your happiest customers can drive growth, but only if you help them. You will learn how to turn loyalty into cross-sells, referrals, and revenue.
Protect Your Revenue
Churn is expensive. You will master the art of winning back lost customers, nurturing Passives, and defending your pricing.
Work Smarter, Not Harder
Cut the waste. You will learn how to reduce costs, prioritize investments by ROI, and scale what works across teams.
Master B2B Complexity
Stakeholder management, pipeline enrichment, risk-adjusted forecasting. You will get the tools to handle the unique challenges of B2B accounts.
Think Strategically
Move beyond operations. You will learn how to use CX data to beat competitors, impress investors, and shape corporate strategy.
The gap between "we care about customers" and "we can prove it pays off"
Every company says it is customer-centric. Very few can show the numbers. The ones that can are the ones that get the budget, the board support, and the competitive edge.
That gap between intention and proof? That is exactly what this course closes.
Meet the instructor
Alain Thys
Creator of Monetizing The Experience
Alain Thys is an experience and transformation architect with over three decades of hands-on work with companies like Lexus, Generali, Audi, and Toyota. He is the author of The Transformation Code and So You Want to Be Customer-Centric? one of the first executive guides to put customer-centricity on the business agenda. Throughout his career, he has helped organizations influence over half a billion customers and generate hundreds of millions in value.
This course is the distillation of that experience.
This is how you make CX pay off.
Questions
Frequently asked questions
Who is this course for?
Anyone who needs to connect customer experience to financial results. CX managers, marketers, sales leaders, consultants and senior leaders will all find tools they can apply right away.
What is the time commitment?
Six modules, at your own pace.
Do I need CX experience to take this course?
It helps, but it is not required. The course explains every framework and model from the ground up.
Who teaches it?
Alain Thys, Customer Transformation Architect, with more than 30 years of experience. He founded Transformation Architects (formerly Futurelab) and wrote The Transformation Code.
Will I get a certificate?
Yes. When you complete the course, you receive the CXM Monetizing The Experience Certificate, which you can add to your LinkedIn profile and resume.
What makes this different from other CX courses?
Most CX courses teach you how to improve the experience. This one teaches you how to prove it pays off. Every module connects customer metrics to financial outcomes, with interactive exercises on real-world scenarios.
Can I get an invoice?
Yes. We can send you an invoice with your company name and VAT number. All prices exclude VAT; individuals in the EU pay 21% Belgian VAT on top, so EUR 495 comes to EUR 598.95. Companies in other EU countries with a valid VAT number are invoiced without Belgian VAT under the reverse charge rule.
It's your move
Ready to prove that CX pays off?
You have read this far. You know the gap exists. You know your CX program deserves a stronger financial foundation. The only question left is whether you are ready to build it.
Need more?
Still on the fence? That's okay. You have questions, and we have answers.
Reach out to our team. Tell us what's on your mind, whether it's about the course content, the format, pricing, team training options, or anything else. We're here to help you figure out if this is the right move for you.
EUR 598.95 incl. 21% VAT