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CCO Course: Chief Customer Officer, CX Success, 3700+ Tools
Role Play
6,982 students
CCO Course: Chief Customer Officer, CX Success, 3700+ Tools
Lead customer experience: CX strategy, customer care, health scores, AI support, ready playbooks and ROI cases
Last updated 10/2026
English
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What you'll learn
- Take away 3,700+ customer leadership tools in 574 downloadable resources: lecture presentations plus templates, checklists
- Get our top working files: customer health score workbook, customer success playbook library, feedback analysis workbook, QBR runbook
- See 54 services and apps on screen, from a quick look to a detailed demo: PeopleForce, 15Five, Asana, Jira, Miro and more
- Audit customer care and build a CX strategy with a ready audit procedure, journey map and strategy worksheet
- Build a customer health score and run 12 trigger-based success playbooks from a ready model workbook and playbook library
- Prove value to customers with a value driver tree, cost of inaction calculator, buyer ROI model and mutual value plan
- Prepare QBRs and account briefs in minutes with a QBR runbook, data pack and 175 ready AI prompts
- Optimise service processes with ready checklists for automation, SLA and SOP, quality monitoring and escalations
- Lead customer-facing teams with 420 question lists and scripts and 200+ scorecards and matrices
- Learn with Mike, the #1 HR instructor on Udemy: 1,800,000+ enrollments, 170,000 students, about 200 books on Amazon
- Sell to banks and insurers with 199 ready tools: buyer map, due diligence pack, RFP score, objection scripts
- Draw on 20 years of hands-on HR practice at Preply, Wargaming, iDeals and Alfa-Bank
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Course content
57 sections • 463 lectures • 267h 0m total length
Requirements
- No prior experience as a customer leader required: every method comes with a template, checklist or calculator you can use
- Nothing to buy for the course itself: presentations and working files are attached to the lectures
- A spreadsheet app and a document editor to open the files (Excel or Google Sheets, Word or Google Docs)
- Some AI tools (ChatGPT, Claude) may need their own accounts or paid plans
- This is a large library: start with the first five sections, then open the specialist sections you need
Description
This course contains the use of artificial intelligence.
3,783 tools for customer leaders in one course: 2,778 ready-to-use files, templates, checklists, calculators and prompts, 54 services and apps shown on screen, plus 752 models and methods.
Open a lecture, take the tool, use it in this week's account review, renewal conversation or service fix.
Why customers leave quietly
Most customers do not complain before they leave. Usage drops, a champion changes jobs, a renewal meeting is postponed, and the account is lost before anyone noticed. Inside the company, support, success and sales each see a different part of the picture, and nobody owns the whole of it. The customer leader is asked for a retention number and has no instrument that produces one.
What changes after this course
You see the risk early and have a response ready. A health score that turns signals into a zone. A playbook for each trigger. A brief you can assemble in ten minutes before any customer meeting. A model that shows the customer what staying is worth and what leaving costs. A quarterly review that runs from data to deck. And an audit and strategy format that puts support, success and sales on one page.
What is inside: 3,783 tools, counted file by file
You do not have to take this number on trust. Open any lecture and read its description: every tool inside is listed there by name.
- 574 downloadable resources: the lecture presentations plus 120 standalone working files (workbooks, calculators, playbook libraries, runbooks and document templates)
- 2,666 ready-to-use tools inside the presentations:
- 737 templates and sample documents: customer journey map, Voice of Customer analysis, customer segmentation worksheet, customer experience roadmap
- 554 step-by-step procedures and workflows: customer care audit, customer experience strategy development, customer feedback analysis, QBR preparation timeline
- 436 checklists: customer service process analysis, CRM and CCM implementation, customer service quality monitoring, QBR source collection
- 420 question lists and conversation scripts: customer experience audit interviews, customer meetings and risk script, QBR challenges and response bank, value discovery
- 203 scorecards, rubrics and scoring matrices: customer value-conflict matrix, customer conflict escalation matrix, customer health zone-action matrix, value realization status scale
- 175 ready AI prompts: customer meeting preparation, health score weight calibration, customer feedback coding, QBR story outline
- 91 formulas and metric sets: customer service metrics, customer health signals, customer retention metrics, support AI quality metrics
- 50 other working tools: AI assistant selection decision tree, CS AI data traffic light, customer playbook automation decision tree, give-get concession list
- 54 services and apps shown on screen, from a quick look to a detailed demo: PeopleForce, 15Five, Asana, Jira, Miro
- 752 models and methods explained with examples: COPC standard, Gartner customer experience pyramid, DMAIC method, MEDDIC method
Where the tools are
- Customer care and CX (75 tools). The CCO role, customer care audit, CX strategy, service team management, process optimisation, service metrics and difficult customers.
- Selling into finance companies (199 tools). Finance buyer map, regulation questions, buying committee, discovery, vendor due diligence, RFP, objection scripts and account plans.
- AI for customer success (155 tools). AI stack map, account research, health score, playbooks, customer communication, support agents, feedback analysis, QBR and measuring AI impact.
- Value-based selling (156 tools). Value drivers, discovery questions, cost of inaction, buyer business case, buying committee map, mutual value plan, price defence and value realisation.
- Sales and revenue (600+ tools). Sales techniques, sales operations, sales compensation, revenue operations, AI sales tools and Claude for sales teams.
- Operations and processes (800+ tools). COO operations, operations and process management, process optimisation, project management, business analysis and troubleshooting.
- Marketing, brand and product (400+ tools). Marketing leadership, brand strategy, PR and reputation, and product strategy for customer leaders.
- Leading the team (1,000+ tools). People management, people strategy, engagement, coaching, one-on-ones, OKRs, KPIs and organisation design for customer-facing teams.
Who is teaching
I am Mike, the #1 HR instructor on Udemy, with 1,800,000+ course enrollments from 170,000 students, and the author of about 200 books on Amazon. I built the people system at Preply as it became a unicorn and worked at Wargaming, iDeals and Alfa-Bank across 20 years in HR. I hold PHRi, SHRM-CP and HCI sHRBP certifications and represent HRCI in Eastern Europe.
My experience with customer care began at Alfa-Bank, where I recruited people for the call center, customer support and sales. I observed how the call center operated and saw that different departments used different names for their roles. I also encountered different service models: community support for players at Wargaming, consumer support at Preply and business customer support at iDeals. These observations provide context for the customer care tools in this course.
How to use the course
Start with the customer care sections, then the two largest practical blocks: AI for customer success and value-based selling. After that, treat the rest as a reference library. Section and lecture titles show how many tools are inside, and each lecture description lists them by name, so you can find the right tool without watching everything in order.
What is included
- 453 lectures across 56 sections, 258 hours
- 574 downloadable resources: lecture presentations and working files
- 3,783 tools across the lessons, ready to copy into your own work
- Lifetime access to all materials
- Active instructor support in the Q&A section
- A Udemy Certificate of Completion
Where to start
Pick the three accounts you would least like to lose. Open the health score lecture, fill in the workbook for them, and see which zone each lands in. Customer leaders who see risk early keep the revenue others have to win back, and every quarter without a health score is a quarter of renewals left to chance. Enrol now and start your first lesson today.
Who this course is for:
- Heads of customer success, customer experience and customer care who want ready audits, scorecards and playbooks
- Customer success managers and account managers preparing for a leadership role
- Chief customer officers and VPs building or rebuilding a customer organisation
- Sales and revenue leaders who own retention, expansion and value conversations
- Operations and support managers responsible for service quality and processes
- Founders who lead the customer function themselves and want structure for it
- Account executives and customer leaders who sell to banks, insurers and other finance companies