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CXpertise is for deathcare professionals like you to be equipped with the technical knowledge and success principles you need to THRIVE—not just survive. Check out the video below for quick tips on making the most of your Membership.
On-Demand Courses
Enjoy a full library of video modules from our team of CXperts on a variety of topics. Most of these can be completed in under 20 minutes!
Live Classes
Register for our monthly webinars or check out our calendar of members-only live virtual workshops.
Reads + Resources
Download our handy resources, skim e-books and articles, or peruse our BookShop of reads recommended just for you.
Endless Updates
It's alive, it's alive! But really—it is. Expect new modules, reads, and live events every single month.
Explore Top Courses
Death Companioning: Part 2
This course explores the complexities of life review. Funeral professionals will learn to engage families with empathy, support meaningful legacy sharing, and foster deeper understanding during end-of-life care.
Death Companioning: Part 1
This course introduces life review—a universal reflection on life’s meaning, regrets, and accomplishments. Funeral directors learn to support clients emotionally and existentially, enhancing care, connection, and personalized services.
Cemetery Data Audit: Ensuring Clean & Effective Data
This course teaches you how to manually audit cemetery data step-by-step without complex software. Learn to organize records, identify and fix errors, verify physical evidence, track discrepancies, and create a clean, reliable cemetery spreadsheet.
Customer Journey Mapping
Join this hands-on Journey Mapping exercise! From first contact to follow-up, learn to design touchpoints that reduce stress and truly serve families during life’s most difficult moments.
Service or Serving: Discovering Your Core Desire
Explore the idea that every family you serve, no matter how diverse, shares the same core desire. This course helps you create meaningful experiences that address the fundamental emotional goal, transforming how you support families at-need.
Cringeworthy to Praiseworthy
Sharpen your phone skills with Pat and Nicki in this fun Dead Ringers session! Analyze three entertaining call scenarios to identify cringeworthy and praiseworthy behaviors, enhancing customer experience through self-awareness and empathy.
Pillars of CX: Building Rapport
Discover how to create exceptional customer experiences in the deathcare profession by building rapport, fostering trust, and ensuring emotional connections with families during their toughest times.
The Assumptive Approach
Discover a powerful mindset shift to help more families say yes. Learn the assumptive approach with Michelle Carrillo of Cairn Partners to guide families with confidence and clarity, enhancing trust and peace of mind in just one conversation.
3 Secrets to Customer Service Success
This module reveals essential strategies—mindsets, not just techniques—for excelling in customer service within the deathcare profession. The module emphasizes the importance of three ingredients to create meaningful consumer interactions.
Price List Discussions
Jill Lazar from Ring Ring Marketing offers a script for presenting the general price list compassionately while adhering to FTC Funeral Rule compliance.
Customer Experience Foundations
Customer experience isn't just a buzzword—it’s the foundation of success in funeral service. In this video, Nicki Wiedeman introduces the concept of customer experience (CX) and explains why it’s more than just customer service.
Staying Sane: Real Tools for Real Troubles
In "Staying Sane," Tiffany Gallarzo shares 3 actionable strategies for deathcare professionals to maintain mental well-being during exhausting periods.
The CX Cycle #1: Initial Contact
Elevate your business' customer experience (CX) with Vince Roberge’s insights on the initial contact stage. Learn key standards and strategies to exceed family expectations from the first call, setting the tone for trust and lasting impressions.