Executive Development Programme in Customer Experience Strategy and Design

Name: Executive Development Programme in Customer Experience Strategy and Design
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The Executive Development Programme in Customer Experience Strategy and Design is a certificate course that holds immense importance in today's customer-centric business world. This programme is designed to meet the growing industry demand for professionals who can deliver exceptional customer experiences.

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AboutThisCourse

Throughout the course, learners are equipped with essential skills in customer experience strategy and design, enabling them to drive customer-centric transformation in their organisations. The course covers a range of topics including customer journey mapping, design thinking, voice of the customer programmes, and data-driven decision making. Upon completion, learners will be able to create customer experience strategies that drive business growth, design customer-centric products and services, and lead cross-functional teams to deliver outstanding customer experiences. This programme is a critical step for any professional seeking career advancement in customer experience, marketing, or product development.

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CourseDetails

• Customer Experience (CX) Strategy Development: Understanding the key components of a successful CX strategy, including customer journey mapping, voice of the customer (VoC) programs, and CX metrics.
• Design Thinking for Customer Experience: Exploring the design thinking process and how it can be applied to CX design, including empathizing with customers, defining customer needs, ideating solutions, prototyping, and testing.
• Customer-Centric Culture: Developing a customer-centric culture within an organization, including aligning employee behavior with customer needs, creating customer-focused processes, and measuring the impact of culture on CX.
• Digital Customer Experience (DCX): Understanding the role of digital technology in CX, including website design, mobile apps, chatbots, and social media.
• CX Analytics: Analyzing customer data to inform CX strategy, including segmentation, customer lifetime value (CLV), and predictive analytics.
• Customer Journey Mapping: Creating and using customer journey maps to identify pain points and opportunities for improvement in the customer experience.
• Voice of the Customer (VoC) Programs: Implementing and managing VoC programs to gather customer feedback and measure CX performance.
• Customer Experience Measurement and Metrics: Identifying and tracking key CX metrics, including Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES).
• Employee Engagement and CX: Understanding the link between employee engagement and CX, and developing strategies to improve employee engagement and its impact on CX.
• CX Innovation: Staying ahead of the curve by exploring emerging trends and technologies in CX, and developing strategies for innovation in CX design and strategy.

Note: The above course units are suggested and can be modified based on the specific needs and objectives of the Executive Development Programme.

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ProficiencyEnglish
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FastTrack GBP £140

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ThreeFourHoursPerWeek
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StandardMode GBP £90

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TwoThreeHoursPerWeek
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EXECUTIVE DEVELOPMENT PROGRAMME IN CUSTOMER EXPERIENCE STRATEGY AND DESIGN

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London School of International Business (LSIB)

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05 May 2025

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