This Professional master’s degree will show you the techniques to improve safety in the production process, identification and elimination of hazards in the workplace"

Why Study at TECH?

TECH is the world's largest 100% online business school. It is an elite business school, with a model based on the highest academic standards. A world-class center for intensive managerial skills education.   

TECH is a university at the forefront of technology, and puts all its resources at the student's disposal to help them achieve entrepreneurial success”

At TECH Global University

Innovation

The university offers an online learning model that balances the latest educational technology with the most rigorous teaching methods. A unique method with the highest international recognition that will provide students with the keys to develop in a rapidly-evolving world, where innovation must be every entrepreneur’s focus.

"Microsoft Europe Success Story", for integrating the innovative, interactive multi-video system. 

The Highest Standards

Admissions criteria at TECH are not economic. Students don't need to make a large investment to study at this university. However, in order to obtain a qualification from TECH, the student's intelligence and ability will be tested to their limits. The institution's academic standards are exceptionally high...  

95% of TECH students successfully complete their studies.

Networking

Professionals from countries all over the world attend TECH, allowing students to establish a large network of contacts that may prove useful to them in the future.  

100,000+ executives prepared each year, 200+ different nationalities.

Empowerment

Students will grow hand in hand with the best companies and highly regarded and influential professionals. TECH has developed strategic partnerships and a valuable network of contacts with major economic players in 7 continents.  

500+ collaborative agreements with leading companies.

Talent

This program is a unique initiative to allow students to showcase their talent in the business world. An opportunity that will allow them to voice their concerns and share their business vision. 

After completing this program, TECH helps students show the world their talent. 

Multicultural Context

While studying at TECH, students will enjoy a unique experience. Study in a multicultural context. In a program with a global vision, through which students can learn about the operating methods in different parts of the world, and gather the latest information that best adapts to their business idea. 

TECH students represent more than 200 different nationalities.  

Learn with the best

In the classroom, TECH’s teaching staff discuss how they have achieved success in their companies, working in a real, lively, and dynamic context. Teachers who are fully committed to offering a quality specialization that will allow students to advance in their career and stand out in the business world. 

Teachers representing 20 different nationalities. 

TECH strives for excellence and, to this end, boasts a series of characteristics that make this university unique:   

Analysis

TECH explores the student’s critical side, their ability to question things, their problem-solving skills, as well as their interpersonal skills.  

Academic Excellence

TECH offers students the best online learning methodology. The university combines the Relearning methodology (the most internationally recognized postgraduate learning methodology) with Harvard Business School case studies. A complex balance of traditional and state-of-the-art methods, within the most demanding academic framework.   

TECH is the world’s largest online university. It currently boasts a portfolio of more than 10,000 university postgraduate programs. And in today's new economy, volume + technology = a ground-breaking price. This way, TECH ensures that studying is not as expensive for students as it would be at another university.   

At TECH, you will have access to the most rigorous and up-to-date case analyses in academia” 

The Professional master’s degree in Customer Experience has been designed by an excellent teaching team specialized in this field. Their remarkable track record is evident in a program that provides the necessary tools for students to create, manage and consolidate a positive Frictionless experience in any type of company or industry. All this, in addition to the best didactic material of the current university panorama.

You have at your disposal didactic material that has been elaborated with the most advanced technology in the current academic panorama"

Syllabus

TECH's Professional master’s degree in Customer Experience focuses on understanding customer behavior through the implementation of innovative strategies that generate satisfaction.

Market research, specific methodologies used for the study of customer needs and desires, data analysis and the application of CX governance are the focus of much of the agenda of this advanced online program. In addition, thanks to video summaries of each topic, in-depth videos, specialized readings and case studies, the graduate will be able to integrate the most current technology and digital tools aimed at improving the customer experience into their daily practice.

In this way, the professional will obtain an integral vision, which will allow him/her to give a boost to their project or to the entity in which they are developing their functions. All this through an academic option designed to be compatible with the most demanding responsibilities.

Students taking this program only need an electronic device with an Internet connection to view, at any time of the day, the content hosted on the online platform. Likewise, with the Relearning system, you will reduce the hours of memorization and acquire a much more agile learning process through the continuous reiteration of the most important concepts throughout the academic course. A program of 1,500 teaching hours that favors professional progression.

This Professional master’s degree takes 12 months and is divided into 10 modules:

Module 1. Customer Experience: new customer or consumer
Module 2. Customer Centric Organization  
Module 3. Customer Science: Customer Experience Research
Module 4. Design and implementation of a CX project. Governance model
Module 5. Customer Experience Analytics
Module 6. Shopping Experience 
Module 7. Digital Platforms Experience  
Module 8. Employee Experience
Module 9. Technology and advanced tools for Customer Experience. Customer Department Platform (CDP)
Module 10. Innovation and trends in Customer Experience

Where, When and How is it Taught?

TECH offers the possibility of developing this Professional master’s degree 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. Experience-satisfaction causal 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
1.2.2. Trends in the Current Market

1.2.2.1. Sustainability, Social and 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 and Immersive Experiences

1.2.4. The Consumer as a Company Ambassador

1.3. Voice of the Customer (Voices) Methodology

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

1.4. Voices methodologies. Mapping

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

1.5. Voices 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 Voices 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. 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 data collection
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 Voices Measurement
1.9.4. Identification of Improvement Opportunities

1.10. Active Listening for Voices

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

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. Involving employees in the improvement of internal processes to achieve a Customer Experience oriented corporate culture

2.4. Fostering 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. Managing and using 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 analysis of results
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. Encouraging 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. Promoting 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. Fostering 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. Identifying and Addressing 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. Developing 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 strategy of the organization

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 further 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 Service-Customer Relationship Map: Blueprint

3.3.1. Blueprint. Uses
3.3.2. Benefits of Blueprint in CX
3.3.3. Designing a Clinical Trial

3.4. Process for Evolving 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. Research OPS

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. Design of a Customer Journey: 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. CX Usage Methodologies

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 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. Type 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 dynamizers

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. Identifying 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 y focus groups

4.3.2. Identifying Customer Needs by Audience Profile

4.3.2.1. Customer Satisfaction Points:

4.3.2.1.1. What's working today, what does the customer value?

4.3.2.2. Client Pain Points:

4.3.2.2.1. What is not working today? What causes 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 contact point 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. Definition of KPIs
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. Business Case of product.Launching of New Products

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 the 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. Measuring customer satisfaction throughout the 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. Date
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 it calculates and how?
5.2.2. Use of NPS as a reference KPI. Pros and Cons
5.2.3. Examples and sectoral references

5.3. CSAT. Customer Satisfaction

5.3.1. CSAT: What it calculates and how?
5.3.2. Use of CSAT as a reference KPI. Pros and Cons
5.3.3. Examples and sectoral 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: Brand reputation analysis on social networks, comparison sites and your website
5.5.2. Response strategy: Interaction as a tool for brand reputation management
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 CX role 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. Selection of your optimal KPI
5.7.2. Optimization of the timing of the journey for feedback collection
5.7.3. Identification of the customer experience by customer profile typology

5.8. Technological architecture. Key Aspects

5.8.1. Security/Safety
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 the Integrations

5.10. Customer Experience from different starting points: The Path 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 understanding the Shopping Experience

6.2. The buying process and sales cycle

6.2.1. Consumer psychology in the purchase decision making process
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 enhance the customer experience
6.5.2. Using 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. 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 the purchase decision making process. Influence
6.7.2. Design of emotional marketing strategies
6.7.3. Use of Storytelling in the shopping experience

6.8. Sensory marketing in the shopping experience

6.8.1. Marketing sensorial. Relevance
6.8.2. Sensory marketing techniques

6.8.2.1. The senses, generators of positive emotions in the consumer

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 evaluating 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. Internet of Things (IoT) IoT and its role in digital channels
7.1.2. Types of digital channels
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. Types of mobile applications
7.3.2. Essential functions of an app.Implementation
7.3.3. Impact of social media on customer experience Improving customer interaction and satisfaction

7.4. Chatbots

7.4.1. Types of chatbots

7.4.1.1. Rules based chatbots,
7.4.1.2. Chatbots based on artificial intelligence
7.4.1.3. Hybrid chatbots

7.4.2. Integrating chatbots into digital channels to improve customer service and efficiency
7.4.3. Designing a chatbot for an intuitive and effective user experience

7.5. Voice Technology

7.5.1. Voice technology. Case Uses
7.5.2. Virtual assistants to enhance 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: Diseño atómico y Sistema de diseño

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. 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. HR Department HH as facilitate 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: mapping the customer and employee experience ecosystem

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 establishing, maintaining and building 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 (CDP)

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 foractionable 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 to 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. CustomerData 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 of GDPR compliance
9.9.3. GDPR non-compliance. Consequences

9.10. The technological ecosystem to enhance the CX strategy

9.10.1. Importance of robust technology for excellent CX
9.10.2. Diagrams to Management Systems Integration
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. Customer experience innovation objectives
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 to include the customer in 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 y Customer Journey. Match
10.5.3. Empathy Map Beyond tangible customer interactions
10.5.4. Case Study

10.6. Neuromarketing y Experiencia del Cliente. How to put yourself in the customer's shoes

10.6.1. Neuromarketing and Innovation Optimization
10.6.2. Real 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 reality, facial recognition and biometric systems

10.7.1. Artificial intelligence (AI) for process optimization and omnichannel management
10.7.2. Virtual Reality (VR) and Augmented Reality (AR) to take your customer experience online 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 human beings and not vice versa

10.9.1. Protection of Neuro-Rights or Intellectual Property Rights (IPR)
10.9.2. Ethics in Artificial Intelligence (IA)
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

Raise your potential as a Customer Experience expert through the methodologies used in the success stories provided by this program"