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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
The Good, the Bad, and the Bottom
Two tunnels start in the same place: the moment a family reaches you. One ends in peace, the other in shame and regret. Learn how feelings become decisions, and why crossing a family back gets harder the longer you wait.
Fix Your Follow-Up
"Call me back if you have any questions" isn't follow-up. It just sounds like it. Learn what separates a real next step from a polite goodbye, then write one for every kind of call you take.
Tip the Scales
Is a better customer experience actually worth the effort? Follow the money: retention, reputation, efficiency, revenue, and heritage families who stay with a firm for generations. Then design the one call that starts it.
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
Learn to guide someone through their final life review — the regrets, the unfinished business, the meaning-making. Death doula Katlyn Green shares 16+ years of real practice across two modules, grounded in Erikson and Robert Butler's research.
Cemetery Data Audit: Ensuring Clean & Effective Data
A practical, step-by-step walkthrough of auditing your cemetery's records — from building a master spreadsheet to cross-checking for ghost burials to standardizing your data into something accurate and usable.
Cringeworthy to Praiseworthy
Three real funeral home calls, and your job is to judge them. Score each on tone, name use, the price question, and the next step — then compare your read against ours. Built as a team discussion starter, not a pop quiz.
Pillars of CX: Building Rapport
Forty percent of callers say they'd confidently choose you. Forty-five say maybe. Integrity is the second of KPMG Nunwood's Six Pillars: doing what you say you'll do, and being clear enough that a family can hold you to it.
The Assumptive Approach
Families don't need a pitch, they need a guide. Michelle Carrillo on the small language shifts that help two more families out of every 10 say yes, why a flat no is usually uncertainty, and how to close without losing your steady tone.
3 Secrets to Customer Service Success
Empathy, gratitude, ownership. They spell EGO, which is precisely what good service requires you to get rid of. Learn what all three sound like on a real call, then handle one twice — once as an employee, once as an owner.
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 service is pressing one for this and two for that. Customer experience is something else entirely. Learn what separates them, why this profession is built for it, and the six pillars every good experience rests on.
Staying Sane: Real Tools for Real Troubles
You held space. You gave comfort. You translated chaos into calm. Tiffany Gallarzo on carrying the weight of this work without absorbing it, with three tools you can use between calls and permission to be good enough.
The CX Cycle: Initial Contact
We do funerals every day. The families we serve do not. Vince Roberge on building service standards for the first phone call, spotting the defects that undercut them, and the above-and-beyond practices your team already has ideas about.