Thanks to this intensive Hybrid professional master’s degree, you will manage Artificial Intelligence to personalize the Customer Experience and build long-term customer loyalty”

Customer Experience is a crucial aspect that directly influences brand perception and purchase decisions. Understanding how to manage each touch point along the customer journey enables organizations not only to attract and retain customers, but also to generate added value that translates into sustainable growth. Faced with this reality, specialists need to incorporate into their daily practice the most sophisticated strategies to retain customers and generate added value that translates into sustainable growth.

In this context, TECH launches a pioneering Hybrid professional master’s degree in Customer Experience. Designed by experts in this field, the academic itinerary will delve into the latest trends in areas such as Customer Experience Analytics, Shopping Experience or Digital Plattforms Experience. Likewise, the syllabus will provide the keys for graduates to master emerging tools such as Artificial Intelligence or the Internet of Things to personalize the user experience. In this way, professionals will design and implement programs that will build long-term brand loyalty among consumers.

After passing the theoretical stage, the program includes a practical internship in a prestigious institution in the field of Customer Experience. Thanks to this, students will have the opportunity to apply everything they have learned on a practical level, in first-class facilities equipped with top-notch technological tools. In this way, graduates will acquire advanced competencies that will allow them to expand their work horizons to a higher level.

You will carry out an intensive 3-week internship in a prestigious organization, where you will be guided by a highly specialized team in Customer Experience”

This Hybrid professional master’s degree in Customer Experience contains the most complete and up-to-date program on the market. The most important features include: 

• Development of more than 100 case studies presented by Customer Experience experts
• Its graphic, schematic and practical contents provide essential information on those disciplines that are indispensable for professional practice
• Emphasis on innovative methodologies
• All of this will be complemented by theoretical lessons, questions to the expert, debate forums on controversial topics, and individual reflection assignments
• Content that is accessible from any fixed or portable device with an Internet connection
• Furthermore, you will be able to carry out a internship in one of the best companies

You will carry out a 3-week practical internship in a renowned organization, where you will delve into the latest trends in Customer Experience”

In this Hybrid professional master’s degree proposal, of a professionalizing nature and blended learning modality, the program is aimed at updating Customer Experience professionals who require a high level of qualification. The contents are based on the latest scientific evidence, and oriented in a didactic way to integrate theoretical knowledge into practice, and the theoretical-practical elements will facilitate the updating of knowledge.

Thanks to its multimedia content elaborated with the latest educational technology, they will allow the Customer Experience professional a situated and contextual learning, that is to say, a simulated environment that will provide an immersive learning programmed to specialize in real situations. This program is designed around Problem-Based Learning, whereby the physician must try to solve the different professional practice situations that arise during the course. For this purpose, students will be assisted by an innovative interactive video system created by renowned and experienced experts.

You will update your knowledge of Customer Experience through innovative multimedia content"

You will learn through real cases and by solving complex situations in simulated learning environments"

The didactic materials that make up this Hybrid professional master’s degree have been designed by real experts in Customer Experience, taking into account the demands of the current labor market. Composed of 10 specialized modules, the academic itinerary will delve into the latest advances in subjects such as Customer Experience Analytics, Digital Platforms Experience or Shopping Experience. In addition, the syllabus will provide the keys for graduates to handle emerging tools such as Artificial Intelligence or the Internet of Things to significantly optimize the Customer Experience.

You will design programs that foster user satisfaction and promote their long-term loyalty”

Module 1. Customer Experience: New Customer or Consumer

1.1. Customer Experience

1.1.1. Customer Experience Experience-Satisfaction Causal Model
1.1.2. Customer Experience Management (CEM)
1.1.3. Customer Experience vs. Brand Experience
1.1.4. From Customer Experience to Customer Experience Management

1.2. The New Consumer

1.2.1. The New Consumer Relational vs. Transactional
1.2.2. Current Market Trends

1.2.2.1. Sustainability and 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, Over-Information and Immersive Experiences

1.2.4. The Consumer as an Ambassador of the Company

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 Methodology 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. Assessment Stage

1.7. Collecting 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 Collected Data
1.8.2. Interpretation of Data to Identify Customer Needs, Wants and Expectations
1.8.3. Qualitative Tools Application
1.8.4. Analysis Tools

1.9. Evaluation and Measurement of the Voice of the Customer

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. Dynamic Listening and Observation VoC
1.10.2. Customer Service as a Listening Method
1.10.3. Sentiment Analysis in Social Media

Module 2. Customer Centric Organization

2.1. Organizational Culture in Customer Experience

2.1.1. Effect of Corporate Culture on Customer Perception of the Brand
2.1.2. Differentiating the Company from the Competition through Organizational Culture
2.1.3. Influence of Corporate Culture on Customer Loyalty

2.2. Development of Values and Principles in an Organizational Culture Focused on Customer Experience

2.2.1. Definition of Values and Principles Oriented to Customer Experience
2.2.2. Promotion of Values and Principles throughout the Organization
2.2.3. Incorporation of Values and Principles into Business Strategy

2.3. Evaluation of the Organization's Internal Structure and Processes to Achieve a Corporate Culture that Prioritizes the Customer Experience

2.3.1. Evaluation of the Organizational Structure Aspects for Improvement
2.3.2. Evaluation of Writing Processes
2.3.3. Involve Employees in the Improvement of Internal Processes to Achieve a Customer Experience Oriented Corporate Culture

2.4. Foster of a Culture of Feedback and Improvement in the Organization to Adapt to Customer Needs and Expectations

2.4.1. Promotion of the Feedback Culture in the Organization
2.4.2. Manage and Use Feedback to Improve Customer Experience
2.4.3. Development of a Continuous Improvement Strategy Based on Feedback Received

2.5. Measurement and Evaluation of Organizational Culture Focused on Customer Experience

2.5.1. Definition of Key Indicators Measurement
2.5.2. Evaluation of Indicators and Result Analysis
2.5.3. Management of Results as Aspects for Improvement

2.6. Promotion of a Collaborative and Empathetic Culture in the Organization to Improve the Customer Experience

2.6.1. Encourage Collaboration between the Different Departments of the Organization
2.6.2. Development of a Culture of Empathy and Customer Service throughout the Organization
2.6.3. Promote the Active Participation of all Employees in Improving the Customer Experience

2.7. Commitment at all Levels of the Organization to Foster a Corporate Culture Focused on Customer Experience

2.7.1. Involvement of Senior  Management in the Promotion of a Corporate Culture Focused on Customer Experience
2.7.2. Foster Employee Commitment to a Customer Experience-Centric Corporate Culture
2.7.3. Establishment of an Incentive System to Encourage Commitment to a Corporate Culture Focused on Customer Experience

2.8. Identify and Address Customer Pain Points through Organizational Culture Adaptation

2.8.1. Identification of the Customer's Pain Points through the Feedback Received
2.8.2. Assessment of the Organization's Ability to Solve Customer Pain Points
2.8.3. Develop a Strategy to Address Customer Pain Points and Adapt Organizational Culture

2.9. Establishment of a Leadership Culture to Drive an Organizational Culture Focused on Customer Experience.

2.9.1. Development of Leadership Skills Focused on Customer Experience
2.9.2. Design of a Leadership Model to Promote an Organizational Culture Focused on Customer Experience
2.9.3. Involvement of Leaders in the Promotion of Organizational Culture Focused on Customer Experience

2.10. Alignment of the Organization's Objectives and Goals with a Business Culture Focused on Customer Experience

2.10.1. Definition of the Organization's Strategy Focused on Customer Experience
2.10.2. Establishment of Long-Term Objectives and Specific Targets
2.10.3. Integration of the Corporate Culture Focused on Customer Experience in the Overall Organizational Strategy

Module 3. Customer Science: Customer Experience Research

3.1. Customer Experience Principles and Value

3.1.1. Differences between CX and UX
3.1.2. Customer Experience as a Company Strategy
3.1.3. CX Transformation: a Step Forward in Organizational Culture

3.2. Key Factor in CX: Omnichannel

3.2.1. Omnichannel Omnichannel CX
3.2.2. Omnichannel User Experience Key points
3.2.3. Determining Omnichannel Maturity

3.3. Global Map of Service-Customer Relationships: Blueprint

3.3.1. Blueprint Uses
3.3.2. Blueprint Benefits in CX
3.3.3. Blueprint Design

3.4. Process to Evolve a Company's CX Research

3.4.1. Research in Terms of CX
3.4.2. Scope of Study

3.4.2.1. Customer Life Cycle
3.4.2.2. Stages
3.4.2.3. Object of Research

3.4.3. CX Improvement Work Techniques Practical Examples
3.4.4. Research with Limited Resources
3.4.5. OPS Research

3.5. Knowledge of the Potential Customer Archetypal Characters

3.5.1. Customer Knowledge as the Basis for Experience Design
3.5.2. Jung's 12 Archetypes
3.5.3. Character Design

3.6. Customer Journey at CX

3.6.1. Customer Journey Uses
3.6.2. Customer Journey Benefits
3.6.3. Customer Journey Design: Key Aspects

3.7. Quantitative Techniques  in CX

3.7.1. Quantitative Techniques Scope of Application
3.7.2. Types of Quantitative Techniques: Usefulness and Measurement Indicators

3.7.2.1. Surveys
3.7.2.2. User Test
3.7.2.3. Test A- B
3.7.2.4. Integration of Metrics in Processes
3.7.2.5. Card-Sorting
3.7.2.6. Tree-Test
3.7.2.7. Eye-Tracking

3.8. Qualitative Techniques  in CX

3.8.1. Qualitative Techniques Scope of Application
3.8.2. Types of Qualitative Techniques: Usefulness and Measurement Indicators

3.8.2.1. Heuristic Evaluation
3.8.2.2. Benchmark
3.8.2.3. User Test
3.8.2.4. Personal Interviews
3.8.2.5. Focus Group
3.8.2.6. Shadowing // Mystery
3.8.2.7. Journal Studies

3.9. Methodologies for Use in CX

3.9.1. Work Methodologies
3.9.2. Design Thinking Practical Application  in CX
3.9.3. Lean UX Practical Application  in CX
3.9.4. Agile. Practical Application  in CX

3.10. Accessibility as Part of the CX

3.10.1. Accessibility as Part of the CX
3.10.2. Web Accessibility Levels Legal Aspects
3.10.3. Accessible Sites, Products and Services

Module 4. Design and Implementation of a CX Project Governance Model

4.1. Definition of a Realistic Project Scope

4.1.1. Types of Project

4.1.1.1. Problem Solving
4.1.1.2. Value Proposition
4.1.1.3. Innovation

4.1.2. Starting Point

4.1.2.1. Data as a Tool to Identify Opportunities and Insights

4.1.3. Alignment of Objectives, Participants and Execution Times Role of Experts and Facilitators

4.1.3.1. Business Needs Review
4.1.3.2. Identification of Internal and External Stakeholders
4.1.3.3. Customer Profile
4.1.3.4. Definition of Expected Output

4.2. Identify the Customer Profile in a CX Project

4.2.1. Identification of the Desired Customer Profile as a Challenge
4.2.2. Behavioral Profiling

4.2.2.1. Consumption and Purchasing Habits
4.2.2.2. Interaction with Communication Channels
4.2.2.3. Degree of Digitization
4.2.2.4. Sociodemographic Radiography

4.2.3. Customer Communication and Data Processing

4.3. Customer Journey in a CX Project

4.3.1. Analysis and Typification of Contact Points

4.3.1.1. Safari and Shadowing
4.3.1.2. Interviews
4.3.1.3. Workshops and Focus Groups

4.3.2. Identification of Customer Needs by Audience Profile

4.3.2.1. Customer Satisfaction Points

4.3.2.1.1. What Is Working Today? What Does the Customer Value?

4.3.2.2. Customer Pain Points

4.3.2.2.1. What Is Not Working Today? What Generates Customer Frustration?

4.3.3. Definition of the Customer Journey for Each Customer Type

4.3.3.1. Identification of the Main Gain and Pain Points of Each Key Stage and the Contact Points through which It Passes

4.4. Project Execution

4.4.1. Project Execution Important Aspects

4.4.1.1. Alignment of the Customer's Vision with Business Objectives
4.4.1.2. Customer Journey Visualization: Setting a Starting Point for Aligning all Company Teams
4.4.1.3. Analysis of Economic Viability  Profitability
4.4.1.4. Involvement of Key People in the Relationship with the Client to Enter the Execution Phase

4.4.2. Diagnosis and Resolution

4.4.2.1. Diagnostic Presentation Formulas

4.4.2.1.1 Co-Creation Workshops
4.4.2.1.2. Benchmarking

4.4.2.2. Resolution

4.4.2.2.1. Task Identification
4.4.2.2.2. Assignment of Tasks by Profile

4.4.3. Assessment

4.4.3.1. KPI Definition
4.4.3.2. Data Collection
4.4.3.3. Valuation Period

4.5. Framework for Action in the CX Project

4.5.1. Consolidation or Dismissal
4.5.2. Internal Evangelization
4.5.3. Tool Identification

4.6. Product Business Case New Product Launch

4.6.1. Illustration of the CX Role in the Development of an Innovation Product
4.6.2. Phases in the Launching of a New Product
4.6.3. Common Errors

4.7. Business Case from Service CX as a Catalyst for Innovation

4.7.1. Key Role of CX in Innovation Processes
4.7.2. Phases
4.7.3. Keys to Success

4.8. Business Case from Service Customer Satisfaction as a Lever for Continuous Improvement

4.8.1. Customer Satisfaction Measurement across the Entire Customer Journey
4.8.2. Phases
4.8.3. Action-Oriented Routines

4.9. The Governance Model in a CX Project

4.9.1. Roles
4.9.2. Data
4.9.3. Iterative Action Plans

4.10. Successful Implementation of a CX Project Keys

4.10.1. Apprenticeships
4.10.2. References
4.10.3. Resources

Module 5. Customer Experience Analytics

5.1. The Quality of the Data and Its Activation Key Elements for a Dashboard

5.1.1. Data Capture

5.1.1.1. What, When and How to Collect Customer Feedback

5.1.2. Data Analysis

5.1.2.1. Requirements to Maintain a System Interpretable by the Different Layers of the Organization over Time

5.1.3. Decision Making

5.1.3.1. Interpretation and Action

5.2. NPS, Customer Loyalty

5.2.1. NPS: what Does It Calculate and How?
5.2.2. Use of NPS as a Reference KPI Pros and Cons
5.2.3. Examples and Sectorial References

5.3. CSAT Customer Satisfaction

5.3.1. CSAT: what Does It Calculate and How?
5.3.2. Use of CSAT as a Reference KPI Pros and Cons
5.3.3. Examples and Sectorial References

5.4. Complementary KPIs

5.4.1. CES: Customer Satisfaction with the Degree of Difficulty of a Given Action
5.4.2. CLV: Customer Lifetime Value
5.4.3. Attrition and Retention Rates
5.4.4. Sector Specifics

5.5. Online Reputation Importance of Internet Semantic Data

5.5.1. Active Listening on the Internet: Analysis of Brand Reputation on Social Networks, Comparison Sites and Your Website
5.5.2. Response Strategy: Interaction as a Brand Reputation Management Tool
5.5.3. Platforms for Listening and Management

5.6. Contact Center The Telephone, a Powerful Lever for Taking the Customer's Pulse

5.6.1. Illustration of the Role of the CX in the Development of an Innovation Product
5.6.2. Essential Steps
5.6.3. Common Errors

5.7. Keys to Achieving a Holistic View of Customer Feedback

5.7.1. Selecting Your Optimal KPIs
5.7.2. Optimization of the Timing of the Journey for Feedback Collection
5.7.3. Identification of Customer Experience by Customer Profile Typology

5.8. Technological Architecture Key Aspects

5.8.1. Security
5.8.2. Privacy
5.8.3. Integrity
5.8.4. Scales
5.8.5. Real Time

5.9. The Control Panel

5.9.1. Roles

5.9.1.1. Who Interacts, Purpose and Frequency

5.9.2. Data Visualization

5.9.2.1. Platforms

5.9.3. Assessment of the Implications of Integrations

5.10. Customer Experience from Different Starting Points: the Road to Excellence

5.10.1. Degree of Knowledge of Your Customer and Target Customer
5.10.2. Experience Management with External Teams
5.10.3. Resources, Time and Follow-Up
5.10.4. Evangelization from the Management/Executive Team

Module 6. Shopping Experience

6.1. Shopping Experience

6.1.1. Shopping Experience
6.1.2. Generation of Experiences as a Way of Differentiation
6.1.3. Keys to Understand the Shopping Experience

6.2. The Buying Process and Sales Cycle

6.2.1. Consumer Psychology in Purchase Decision Making
6.2.2. The Sales Cycle Keys to Optimize the Sales Process
6.2.3. The Market and Buying Patterns

6.3. Excellence in Customer Service and After-Sales Service

6.3.1. Customer Service and After-Sales Service
6.3.2. Omnichannel Customer Service
6.3.3. Effective Customer Communication Techniques
6.3.4. Influence of Store Personnel on the Shopping Experience

6.4. Personalization of the User Experience

6.4.1. Personalization of the User Experience Relevance
6.4.2. Influence of Personalization on Purchase Decision Making
6.4.3. Personalization in Physical Customer Service

6.5. Customer Experience Design in the Physical Store

6.5.1. Store Layout Design to Improve Customer Experience
6.5.2. Use of the Senses to Generate Positive Emotions in the Consumer
6.5.3. Strategies to Improve the Physical Store Experience

6.6. In-Store Technology

6.6.1. Interactive Displays in Physical Stores
6.6.2. Geotargeting: Use of Beacons to Personalize the Shopping Experience
6.6.3. Data Analysis to Improve the Shopping Experience

6.7. Emotional Marketing in the Shopping Experience

6.7.1. Emotions in Purchase Decision Making Influence
6.7.2. Emotional Marketing Strategy Design
6.7.3. Use of Storytelling in the Shopping Experience

6.8. Sensory Marketing in the Shopping Experience

6.8.1. Sensory Marketing Relevance
6.8.2. Sensory Marketing Techniques

6.8.2.1. The Senses, Generators of Positive Consumer Emotions

6.8.3. Trends in Sensory Marketing Future

6.9. Shopping Experience Evaluation

6.9.1. Metrics
6.9.2. Collection of Customer Feedback
6.9.3. Actions and Techniques for Evaluation of the Physical Store Experience

6.10. Creating a Memorable Shopping Experience

6.10.1. Creating a Memorable Shopping Experience
6.10.2. Retail Trends
6.10.3. Accessible Shopping Experience

Module 7. Digital Platforms Experience

7.1. Digital Channels

7.1.1. Industrial Internet of Things (IoT) and its Role in Digital Channels
7.1.2. Digital Channel Types
7.1.3. Choosing the Right Digital Channels for Your Business

7.2. Web Channel

7.2.1. User Experience Analysis in the Web Channel
7.2.2. Search Engine Optimization (SEO)
7.2.3. Liquid Web Design: Adaptation to Mobile Devices

7.3. Mobile Applications and Social Networks

7.3.1. Mobile Application Types
7.3.2. Essential App Functions Implementation
7.3.3. Impact of Social Media on Customer Experience

7.3.3.1. Improving Customer Interaction and Satisfaction

7.4. Chatbots

7.4.1. Chatbots Types

7.4.1.1. Rules-Based Chatbots
7.4.1.2. Artificial Intelligence-Based Chatbots
7.4.1.3. Hybrid Chatbots

7.4.2. Integration of Chatbots into Digital Channels to Improve Customer Service and Efficiency
7.4.3. Chatbot Design for an Intuitive and Effective User Experience

7.5. Voice Technology

7.5.1. The Voice Technology Case Uses
7.5.2. Virtual Assistants to Improve Customer Experience
7.5.3. Voice Technology in the Customer Experience Trends and Future

7.6. Customer Experience in Digital Channels

7.6.1. Customer Experience in Digital Channels
7.6.2. Web Design as a Driver for Improving User Experience
7.6.3. Efficiency as Part of the Experience

7.7. Design for Channels

7.7.1. Omnichannel Design
7.7.2. Design Management to Enhance the Experience across Channels
7.7.3. Design Systems: Atomic Design and Design System

7.8. Working with Channels

7.8.1. Content Marketing

7.8.1.1. Creation of Valuable and Relevant Content for the Customer in Digital Channels

7.8.2. Optimization of Digital Channels to Improve Positioning in Search Results
7.8.3. Use of Influencers and Celebrities to Provide an Emotionally Connected Customer Experience

7.9. Personalization

7.9.1. Omnichannel Personalization Personalized User Experience
7.9.2. Artificial Intelligence

7.9.2.1. Clustering and Hyperpersonalization

7.9.3. Personalization to Create Relevant and Attractive Offers and Promotions for Each Customer

7.10. Omnichannel and Frictionless

7.10.1. The Frictionless Concept and the Impact on Customer Experience
7.10.2. Customer Friction Identification and Management

Module 8. Employee Experience

8.1. Employee Experience (EX) The Importance of a Solid System

8.1.1. Employee Experience as a Lever to Drive CX
8.1.2. Developmental Phases
8.1.3. Advantages of a Robust EX System
8.1.4. The BANI Context Current Trends for an EX System

8.2. Corporate Culture, the Basis of the Employee Experience System

8.2.1. Corporate Culture
8.2.2. Employee Experience Enabler Roles
8.2.3. Types of Organizations and Cultures
8.2.4. Roles and Responsibilities of Key EX Stakeholders

8.3. The Role of a Human Resources Department with a Customer-Centric Vision

8.3.1. The Role of HR  Department as a Facilitator of EX
8.3.2. Strategic Elements to Boost EX
8.3.3. Internal Diagram of a Customer-Centric Culture
8.3.4. Practical Applications

8.4. Employee Listening Systems I: Base Ecosystem for EX

8.4.1. The 360° Employee Listening System
8.4.2. Employee Listening Map
8.4.3. Proactive Listening Tools
8.4.4. Mechanisms for Continuous Monitoring of the EX
8.4.5. Practical Applications

8.5. Employee Listening Systems II: Key Indicators in EX

8.5.1. Sources of Employee Data Application of Results
8.5.2. EX Monitoring and Measurement Indicators
8.5.3. Do and Don't in the Establishment of CX Indicators Linked to Employees

8.6. Employee Experience I Tools: Customer and Employee Experience Ecosystem Mapping

8.6.1. Linking the Customer Journey with the Organization's Internal Processes Purpose
8.6.2. Building a CX Ecosystem and Employee Ecosystem Map
8.6.3. Practical Applications

8.7. Employee Experience Tools II: Employee Archetype

8.7.1. The Employee Archetype
8.7.2. Building an Employee Archetype
8.7.3. Use of Employee Archetypes
8.7.4. Practical Applications

8.8. Employee Experience Tools III: Employee Journey

8.8.1. The Employee Journey
8.8.2. Building an Employee Journey
8.8.3. Use of Employee Journey
8.8.4. Practical Applications

8.9. Responsible for the Establishment, Maintenance and Development of a Good Employee Experience

8.9.1. Roles and Responsibilities of the EX
8.9.2. Impact of Social Changes and Trends on the Employee Experience
8.9.3. Continuous Employee and Market Listening for Competitive Advantage
8.9.4. Case Study

8.10. Keys to an Employee-Centric Culture

8.10.1. Importance of an Employee Experience System
8.10.2. Benefits of an EX System for Exponential Improvement of CX
8.10.3. Five Keys to Avoid Failure in the Implementation of an Employee-Centric System

Module 9. Technology and Advanced Tools for Customer Experience Customer Department Platform

9.1. Technology as an Enabler of Customer Experience

9.1.1. Keys to a Technology-Supported CX System
9.1.2. Technology Linked to CX
9.1.3. Technology at the Service of People
9.1.4. Practical Applications

9.2. Initial Technology Diagnosis to Enhance Customer Experience

9.2.1. Conducting a Diagnosis in Innovation and Technology
9.2.2. Types of Companies According to Their Technological Maturity
9.2.3. Phases for Effective Technology Implementation

9.3. Customer Information Gathering Systems

9.3.1. Customer Feedback as the Basis for Actionable CX
9.3.2. Sources of Direct Information Gathering
9.3.3. Sources of Indirect Information Gathering
9.3.4. Innovative Sources of Customer Acquisition
9.3.5. Practical Applications

9.4. Customer Information Collection and Storage Systems: Customer Relationship Management (CRM)

9.4.1. The CRM Relevance
9.4.2. Practical Applications of CRM in a Company
9.4.3. Integrations as an Essential Element to Nurture and Optimize CRM Usage
9.4.4. Key Elements for the Establishment and Maintenance of CRM Information

9.5. Customer Insights and Analysis Systems

9.5.1. 360° Customer Vision
9.5.2. Differences between CRM and CEM
9.5.3. Keys for the Establishment of a System Useful CEM
9.5.4. Practical Applications

9.6. Systems to Feed Customer Profiles

9.6.1. Managing CRM Information to Increase Customer Knowledge
9.6.2. Platforms that Facilitate a Holistic View of Customers
9.6.3. Practical Applications

9.7. Systems to Drive and Personalize the Customer Experience: CDP

9.7.1. Customer Data Platform (CDP)
9.7.2. CDP to Improve CX
9.7.3. Customer Intelligence Platform (CIP), a Step beyond CDP

9.8. Market Research Systems

9.8.1. The Importance of Involving the Current and Potential Customer
9.8.2. CX Research to Integrate the Customer into Our Strategic Decisions
9.8.3. Platforms for Tracking Market Insights and Trends
9.8.4. Practical Applications

9.9. GDPR, Secure Framework for Customer Data Processing

9.9.1. GDPR Who Does It Apply to?
9.9.2. Key Elements for GDPR Compliance
9.9.3. Non-Compliance with GDPR Consequences

9.10. The Technological Ecosystem to Enhance the CX Strategy

9.10.1. Importance of Robust Technology for Excellent CX
9.10.2. CX System Integration Diagram
9.10.3. Keys to Ensure that Technology Does Not Turn against CX

Module 10. Innovation and Trends in Customer Experience

10.1. Innovation and Customer Experience Link

10.1.1. Innovation within the Framework of CX
10.1.2. Objectives of Customer Experience Innovation
10.1.3. Innovation in the Development of Customer Interactions

10.2. Customer Experience Management in the Era of Digital Transformation

10.2.1. Intelligent Experience Engine Relevance
10.2.2. Search for Hyper-Personalized Experiences
10.2.3. Experience Management in an Omnichannel Environment

10.3. Innovation in the Management of a Customer-Centric Company

10.3.1. The Innovation Model from the Customer to the Company
10.3.2. Key Profiles for the Development of an Innovation Model
10.3.3. Open Innovation Models

10.4. Methodologies to Accelerate the Effective Innovation Process

10.4.1. Routines that Generate Innovation and Creativity
10.4.2. Lean Start Up Method for Bringing the Customer to the Innovation Table
10.4.3. Kanban Board to Gain in Innovation and Efficiency in Your Day to Day Life
10.4.4. Scrum Methodology Practical Applications
10.4.5. Adoption of Continuous Innovation Generation Tools Benefits

10.5. Tools for the Development of Innovative Customer-Centric Business Models

10.5.1. Business Model Canvas How to "Challenge" Your Business Model with this Tool
10.5.2. Value Proposition Canvas and Customer Journey Match
10.5.3. Empathy Map Beyond Tangible Customer Interactions
10.5.4. Case Study

10.6. Neuromarketing and Customer Experience How to Put Yourself in the Customer's Shoes

10.6.1. Neuromarketing and Innovation Optimization
10.6.2. Real-World Applications of Neuromarketing in CX
10.6.3. Customer Insights Guide to Enhance CX with Neuromarketing
10.6.4. Case Study

10.7. Innovation in CX I: Artificial Intelligence, Online Virtual Reality and Facial Recognition Systems and Biometrics in CX

10.7.1. Artificial Intelligence (AI) for Process Optimization and Omnichannel Management
10.7.2. Virtual Reality (VR) and Augmented Reality (AR) to Bring Your Customer Experience to any Location
10.7.3. Facial Recognition and Biometric Systems as Mitigators of Moments of Pain with the Client
10.7.4. Case Study

10.8. Innovation in CX II: Machine Learning, IoT and Omnichannel Management Platforms

10.8.1. Machine Learning (ML) for Data Processing
10.8.2. Internet of Things (IoT) for Improved Customer Experience and Insight
10.8.3. Omnichannel Management Platforms for a Holistic View of the Customer
10.8.4. Case Study

10.9. Technoethics: Technology at the Service of the Human Being and Not Vice Versa

10.9.1. Protection of Neuro-Rights or Intellectual Property (IP) Rights
10.9.2. Ethics in Artificial Intelligence (AI)
10.9.3. Customer Hyperconnection and Use of Customer Data
10.9.4. The Technological Challenge

10.10. Establishment of an Innovation System in a Customer-Centric Company Importance

10.10.1. Keys to a Customer-Oriented Innovation Process
10.10.2. Benefits of a Company with Continuous Innovation Systems
10.10.3. Innovation at the Service of People for an Optimal Customer Experience

You will be able to create customer journey maps and service design to maximize the positive impact of every interaction”