201: Stefan Osthaus - Advancing Customer Experience: Certifications, Standards, and Best Practices

Business Mic

Stefan Osthaus is the President of the Customer Institute, a global volunteer organization dedicated to advancing excellence in customer and employee experience management. In this episode, he explains how the Institute certifies tools, methodologies, and organizations to ensure industry best practices. He highlights their new Certified Customer Centricity Expert (CCCX) program, which offers a lifetime certification model designed to be more accessible and relevant for CX professionals worldwide.

Stefan also discusses how the Customer Institute supports consultants and businesses through standardized assessment methods, training certifications, and a thriving global community. He emphasizes the importance of practical, cost-effective, and scalable CX solutions, as well as the role of collaboration in driving industry growth. Additionally, he shares insights on the evolving landscape of customer experience and how organizations can measure and improve their CX maturity.