Postgraduate certificate Customer Experience

Nowadays, Customer Experience has become a fundamental part of any company's success. Technological advances and the constant evolution of markets have led to increasingly demanding and informed customers. As a result, companies must focus their efforts on delivering an exceptional customer experience at every touch point, from acquisition to post-sales support. Under this premise, TECH has designed this degree, which focuses on understanding the needs and expectations of customers, and how to offer them a unique experience that generates loyalty and retention. It is taught 100% online and uses the Relearning pedagogical methodology, which allows students to learn in an active and collaborative way.

University certificate

duration

6 weeks

Modality

Online

Schedule

At your own pace

Exams

Online

start date

Credits

6 ECTS

financing up to

3 months

Price(first year)

See price

The world's largest school of business”

Syllabus

The university program has been designed to meet the needs of Digital Marketing professionals, so it is offered in online format to provide freedom of choice of time and place of study. This six-week program offers a unique and motivating learning experience to lay the essential foundations and excel in the Customer Experience field. The structure of the program is flexible and accessible, allowing specialists to organize their academic resources according to their schedules and work responsibilities.

A program tailored to your needs: you decide when and from where you connect. Don't wait any longer and enroll now"

Syllabus

The objective of the Postgraduate certificate in Customer Experience is to improve analytical skills and efficient decision making in the field of Customer Experience, from acquisition to after-sales support.

During the 6 weeks of the program, key managerial competencies such as the Voice of the Customer Methodology, VOC Assessment and Measurement, Active Listening for VOC or the Voc Journey, among other topics, will be worked on. The curriculum seeks to train leaders capable of leading high-performance teams in the digital sector and acquire skills in decision-making and project management from a strategic, technological and innovative perspective.

On the other hand, the Postgraduate certificate adapts to the academic needs of each student by offering the didactic materials in various multimedia and textual formats, which guarantees a personalized and efficient learning experience.

In addition, the curriculum focuses on fostering leadership and teamwork to develop skills from a strategic and technological perspective. In summary, the program seeks to update and expand the competencies of professionals in the digital sector with an innovative perspective and solid academic training.

This Postgraduate certificate is developed over 6 weeks consists of 1 module:

Module 1. Customer Experience New Customer or Consumer

Where, When and How is it Taught?

TECH offers the possibility of developing this Postgraduate certificate in Customer Experience completely online. Throughout the 12 months of the educational program, you will be able to access all the contents of this program at any time, allowing you to self-manage your study time.

Module 1. Customer Experience New Customer or Consumer

1.1. Customer Experience

1.1.1. Customer Experience Causal Experience-Satisfaction Model
1.1.2. Customer Experience(CEM)
1.1.3. Customer Experience vs. Brand experience
1.1.4. Customer Value and Customer Experience Management

1.2. The New Consumer

1.2.1. The New Consumer. Relational vs. transactional
1.2.2. Trends in the Current Market

1.2.2.1. Sustainability, Social Responsibility

1.2.3. Impact of technology and social networks on the behavior of the new consumer. Digital trends

1.2.3.1. Omnichannel, Overinformation, Immersive Experiences

1.2.4. The Consumer as a Company Ambassador

1.3. Voice of the Customer (VOC) Methodology

1.3.1. VOC Methodology
1.3.2. Customer Experience Insights
1.3.3. VOC program as a strategic basis for CX

1.4. VOC methodologies. Mapping

1.4.1. Touchpoint mapping
1.4.2. Voc Journey
1.4.3. Empathy Map
1.4.4. MOTS identification

1.5. VOC program. Key principles

1.5.1. Listening
1.5.2. Ask
1.5.3. Interpret
1.5.4. Act
1.5.5. Monitor
1.5.6. Design

1.6. Definition of a VOC Program. Stages

1.6.1. Awareness stage
1.6.2. Collection stage
1.6.3. Analysis Stage
1.6.4. Action stage
1.6.5. Evaluation stage

1.7. Recording of the Voice of the Customer: VOC Research Design

1.7.1. Definition of research objectives and scope
1.7.2. Quantitative and qualitative data collection techniques
1.7.3. Selection of data collection methods
1.7.4. Design of questionnaires and interview guides
1.7.5. Data Collection Tools

1.8. Voice of the Customer Analysis

1.8.1. Identification of patterns and trends in the data collected
1.8.2. Interpretation of data to identify customer needs, wants and expectations
1.8.3. Application of qualitative tools
1.8.4. Analysis Tools

1.9. Voice of the Customer Evaluation and Measurement

1.9.1. Traditional systems: NPS (Net Promote Score)
1.9.2. Measurement of emotions
1.9.3. News on VOC Measurement
1.9.4. Identification of Improvement Opportunities

1.10. Active Listening for VOC

1.10.1. Listening and Dynamic Observation Voc
1.10.2. Customer service as a listening method
1.10.3. Sentiment analysis in social networks

You will master the fundamentals of the Voice of the Customer (VOC) Methodology, delving into Mapping and Stages, without neglecting the collection tools"

Teaching Objectives

With this Postgraduate certificate the professional can acquire the necessary skills and tools to design and offer an exceptional Customer Experience, which can generate an increase in customer satisfaction, loyalty and retention. In addition, you will be able to understand the importance of CX in the business strategy and improve the company's competitiveness. You will also be able to measure and analyze customer experiences, which will allow you to identify opportunities for improvement and optimize processes.

If you are looking to take a step forward in your professional career and move up or change companies, this degree will give you the keys to improve your career and achieve it”

TECH makes the goals of their students their own goals too.
Working together to achieve them.

The Postgraduate certificate in Customer Experience will qualify the student to:

Define the organization's values and principles that allow for the creation of a Customer Experience focused culture and demonstrate how these values are translated into concrete actions for the benefit of the customer
Establish work methodologies that streamline and encourage creativity and continuous improvement
Define the fundamentals for implementing a CX project
Design an effective, multi-role, decision-oriented customer satisfaction governance model
Identify the best customer experience KPI based on the nature of the company
Using emotional marketing and storytelling to create a memorable shopping experience

Postgraduate Certificate in Customer Experience

At TECH Global University, a global leader in distance education and home to the largest Business School in the world, we offer you our Postgraduate Certificate in Customer Experience, a complete academic program taught in online format and designed to train you in the latest strategies and approaches in customer experience management in an online environment. In today's business world, customer satisfaction and the quality of the customer's experience with a brand or company are critical to business success. As such, it is essential that customer service and customer experience professionals are trained in best practices and techniques to deliver an exceptional customer experience in a digital environment.

Throughout this program, you will learn about the importance of customer experience, the best strategies for online customer retention and loyalty, complaints and claims management, and the use of technological tools specialized in customer experience management. In addition, you will have the support of our expert teachers, who will guide you in your learning process using innovative methodologies and cutting-edge digital resources that you will only find at TECH, the best digital university in the world.