Module 1: The New CX Economy
Learn why customer experience has become the ultimate competitive advantage, and how modern leaders are turning CX into a growth engine.
23m
4 lessons
INTERMEDIATE
Instructor
Jose HerreraAbout This Course
Customer experience is no longer a support function — it’s a business strategy. In this opening masterclass, three of Horatio’s co-founders break down the new rules of CX leadership in 2026. You’ll learn why experience has become the ultimate competitive edge, how to speak the language of business outcomes, and what skills define the next generation of CX leaders.
What You'll Learn
- Practical frameworks you can apply immediately
- Real-world strategies from industry experts
- Step-by-step guidance with examples
- Downloadable resources and templates
Course Content
4 lessons • 23m total
1. CX as the Competitive Advantage in 2026
CX is now the growth battleground. José Herrera shows how top brands turn experience into differentiation, why 73% of customers value it over price, and how to scale trust and empathy to win.
7:232. From Touchpoints to Journeys: Rethinking the CX Lens
Stop optimizing moments—design journeys. Alex Ross explains how to shift from reactive support to proactive CX, spot friction early, and reduce tickets by fixing root causes.
5:073. The CX Leader as Business Strategist
CX drives growth—if you prove it. Jared Karson shares how to tie experience to revenue, risk, and ROI, helping CX leaders build data-backed cases that secure budget and influence.
4:074. The Future of CX Leadership
What defines CX leadership in 2026? Horatio’s founders share the skills, systems, and mindset shifts needed to connect journey mapping, automation, and metrics to real business impact.
6:42
Customer Feedback
Eliseo Santana López
Michael Pimentel
Aquayemi Akinsanya
Founder, Entrepreneur, Young Leader & CEO at GCBR and TCSL Campaign •
“It's great seeing how the customer is taking the centerstage for many business strategies. Investing in CX will always be a smart move!”
Roberto Pineda
SEO Specialist at HH•
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