Programme Content
Customer Experience Strategy and the Role of Customer Experience Design
Module 1Gain an understanding of the fundamentals of customer experience and identify the importance of customer experience design in the context of omnichannel interactions with customers.
Module 2Business Differentiation through Superior Customer Experience
Module 2Explore the principles of a better customer experience and understand the difference between customer loyalty and customer advocacy. Apply customer experience differentiators to a variety of brands and products.
Module 3Understanding Customers, Part 1
Module 3Understand the importance of making customer experience decisions using a holistic approach with different types of qualitative and quantitative user research.
Module 4Understanding Customers, Part 2
Module 4Increase your understanding of customer needs by creating personas, empathy maps, and customer journey maps for a given brand or product and identify multiple customer touchpoints.
Module 5Validating and Measuring the Impact of Customer Experience Design
Module 5Create and assess a customer experience design hypothesis statement and use rapid prototyping to effectively communicate its applications. Design customer experience metrics and key performance indicators (KPIs) to measure the impact of a customer experience design hypothesis.
Module 6The Role of Technology
Module 6Examine the potential benefits and drawbacks of using AI, ML, and other technologies for personalization in customer experience design. Also, leverage consumer research techniques and employ personas, journey maps, and empathy maps to improve customer experience.
