Remodel your business relationships with this practical introduction to customer experience and behaviour. Learn why CX is one of the highest-priority disciplines for brands and how it can help your organisation to stand out from the competition – driving acquisition, retention, advocacy and loyalty.
COURSE LENGTH:
COURSE STRUCTURE:
- Introduction to Customer Experience (CX) & Behaviour
- Understanding the Modern Consumer
- Planning Omnichannel Campaigns
- Customer Service vs Experience
- Customer Personas in Customer Experience
- Designing the Customer Experience
- Exploring Gaps in Customer Experience
- Employee Experience
- Insights & Metrics for CX Programmes
- Storytelling: Linking CX to CRM
- Customer Experience (CX) Value Across Organisations
- Course Review & Implementation
STUDY OPTIONS:
Part Time
1 x 3 hour live online evening class per week over 12 weeks
SUMMARY:
Customer experience is one of the most exciting areas of consumer research right now, and its value across the business cannot be overestimated. In this practical course, you will learn knowledge and skills applicable to your day-to-day role. After just 12 weeks, you will be able to communicate the value of CX approaches to your colleagues and senior management, as well as develop a CX strategy to help your organisation put customers at the heart of its business strategies.
Optimum customer experience is about understanding the different touchpoints in a business-consumer relationship, allowing your customers to feel valued. These can be anything from getting an answer from a chatbot to a face-to-face encounter with a salesperson. In CX, we move away from seeing customers as two-dimensional consumers and recognising that they are complex individuals with specific needs, displaying a variety of behaviours.
In knowing our customers and their motivations better, we can develop better ways to interact with them and start delivering value to them and the business. Key takeaways of this course will be understanding how to bring customer-centric thinking into a business, how to make experiences consistent across touchpoints (omnichannel experience), and how to measure and evaluate the value of CX.
Learners taking part in this course will now have access to the EBSCO Online Library, free of charge, for the full duration of the course. Here you can browse thousands of relevant journal articles and other reliable academic and commercial texts like the Harvard Business Review, Bloomberg Business week and Forbes Magazine, to supplement your learning and assignments.
CAREER OPPORTUNITIES:
CX thinking benefits any professional whose role feeds into business development. You will be able to bring the insights learnt on this course to bear in a variety of professional roles. You will have the skills to communicate the value of CX to your organisation as well as apply customer experience to real world situations. CX is a great career development opportunity and an increasingly valued skill with forward-thinking employers.
ASSESSMENT AND CERTIFICATION
This course is assessed through a learning journal during the course (40%) and a written project at the end (60%). The written project involves applying the skills and knowledge you have learned to the development of your own CX Strategy.
Your UCD Professional Academy Diploma will be issued electronically on a secure platform, with a link that you can share with employers and others wishing to verify your credentials. You’ll also be able to add the certification to your LinkedIn profile to demonstrate your achievement to your network as well as recruiters and potential employers searching for individuals with your skills and experience.
This course is not on the National Framework of Qualifications.
LEARNER PROFILE:
This course would suit professionals who want a career focused on customer experience, those looking to understand their customers better in order to strengthen their business, as well as those interested in pivoting their marketing/business strategies to take a more customer-centric approach. You will learn how to develop a customer experience strategy and apply it in practical ways across a business. This course doesn’t explore digitalisation within the CX discipline or teach the use of CX tools.
