Create a memorable user experience with this 100% online Postgraduate diploma"

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 Postgraduate diploma in Customer Experience is a program whose curriculum has been designed to offer intensive learning and great practical utility from the very beginning. In this way, the professional who attends this program will be able to incorporate the most effective techniques and strategies to improve the customer experience. All, in addition, with numerous teaching resources in which TECH has used the latest technology applied to university teaching.

You have an online library, accessible 24 hours a day from any digital device with an internet connection"

Syllabus

The Postgraduate diploma in Customer Experience offers the graduate a complete learning on the generation of value through personalized experiences, the implementation of loyalty strategies in order to increase customer satisfaction.

To achieve these goals, students will delve into the selection of metrics and the identification of each consumer profile in order to analyze the sentiment that generates the purchase and the detection of opportunities. In addition, thanks to video summaries of each topic, videos in detail, readings and case studies, the graduate will dynamically deepen the Shopping Experience and the different types of digital channels to create an optimal service.

Likewise, with the Relearning method, students will advance more naturally through the syllabus, consolidating the new concepts addressed and thus reducing the long hours of study and memorization.

Undoubtedly, an excellent opportunity for professionals who wish to combine quality teaching with their daily activities. This program offers flexibility and adapts to the real needs of the graduates without the need for attendance or classes with fixed schedules.

This Postgraduate diploma in Customer Experience Research is developed over 6 months and is divided into 3 modules:

Módulo 1. Customer Experience Analytics
Módulo 2. Shopping Experience
Módulo 3. Digital Platforms Experience

Where, When and How is it Taught?

TECH offers the possibility of developing this Postgraduate diploma in Customer Experience completely online. Throughout the 6 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 Analytics 

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

1.1.1. Data capture 

1.1.1.1. What, when and how to collect customer feedback 

1.1.2. Data Analysis 

1.1.2.1. Requirements Requirements to maintain a system interpretable by the different layers of the organization over time 

1.1.3. Decision Making 

1.1.3.1. Interpretation and action 

1.2. NPS, customer loyalty 

1.2.1. NPS: What it calculates and how?
1.2.2. Use of NPS as a reference KPI. Pros and Cons 
1.2.3. Examples and sectoral references 

1.3. CSAT. Customer Satisfaction 

1.3.1. CSAT: What it calculates and how?
1.3.2. Use of CSAT as a reference KPI. Pros and Cons 
1.3.3. Examples and sectoral references 

1.4. Complementary KPIs 

1.4.1. CES: Customer satisfaction with the degree of difficulty of a given action 
1.4.2. CLV: Customer Lifetime Value 
1.4.3. Attrition and retention rates 
1.4.4. Sector specifics 

1.5. Online Reputation Importance of internet semantic data 

1.5.1. Active Listening on the Internet: Brand reputation analysis on social networks, comparison sites and your website 
1.5.2. Response strategy: Interaction as a tool for brand reputation management 
1.5.3. Platforms for listening and management 

1.6. Contact Center. The telephone, a powerful lever for taking the customer's pulse 

1.6.1. Illustration of the CX role in the development of an innovation product 
1.6.2. Essential steps 
1.6.3. Common Errors 

1.7. Keys to achieving a holistic view of customer feedback 

1.7.1. Selection of your optimal KPI 
1.7.2. Optimization of the timing of the journey for feedback collection 
1.7.3. Identification of the customer experience by customer profile typology 

1.8. Technological architecture. Key Aspects 

1.8.1. Security/Safety 
1.8.2. Privacy 
1.8.3. Integrity 
1.8.4. Scales 
1.8.5. Real Time 

1.9. The control panel 

1.9.1. Roles 

1.9.1.1. Who interacts? purpose and frequency 

1.9.2. Data visualization 

1.9.2.1. Platforms 

1.9.3. Assessment of the implications of the Integrations 

1.10. Customer Experience from different starting points: The Path to Excellence 

1.10.1. Degree of knowledge of your customer and target customer 
1.10.2. Experience management with external teams 
1.10.3. Resources, time and follow-up 
1.10.4. Evangelization from the management/executive team 

Module 2. Shopping Experience

2.1. Shopping Experience 

2.1.1. Shopping Experience 
2.1.2. Generation of experiences as a way of differentiation 
2.1.3. Keys to understanding the Shopping Experience 

2.2. The buying process and sales cycle 

2.2.1. Consumer psychology in the purchase decision making process 
2.2.2. The sales cycle. Keys to optimize the sales process 
2.2.3. The market and buying patterns 

2.3. Excellence in customer service and after-sales service 

2.3.1. Customer Service and After Sales Service 
2.3.2. Omnichannel customer service 
2.3.3. Effective customer communication techniques 
2.3.4. Influence of store personnel on the shopping experience. 

2.4. Personalization of the user experience 

2.4.1. Personalization of the user experience. Relevance 
2.4.2. Influence of personalization on purchase decision making
2.4.3. Personalization in physical customer service 

2.5. Customer experience design in the physical store 

2.5.1. Store layout design to enhance the customer experience 
2.5.2. Using the senses to generate positive emotions in the consumer 
2.5.3. Strategies to improve the physical store experience

2.6. In-store technology 

2.6.1. Interactive displays in physical stores
2.6.2. Use of beacons to personalize the shopping experience
2.6.3. Data analysis to improve the shopping experience 

2.7. Emotional marketing in the shopping experience 

2.7.1. Emotions in the purchase decision making process. Influence 
2.7.2. Design of emotional marketing strategies
2.7.3. Use of Storytelling in the shopping experience 

2.8. Sensory marketing in the shopping experience 

2.8.1. Marketing sensorial. Relevance 
2.8.2. Sensory marketing techniques

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

2.8.3. Trends in sensory marketing. Future 

2.9. Shopping Experience Evaluation 

2.9.1. Metrics 
2.9.2. Collection of customer feedback 
2.9.3. Actions and techniques for evaluating the physical store experience 

2.10. Creating a memorable shopping experience 

2.10.1. Creating a memorable shopping experience 
2.10.2. Retail trends 
2.10.3. Accesible Shopping Experience 

Module 3. Digital Platforms Experience

3.1. Digital Channels 

3.1.1. Internet of Things (IoT) IoT and its role in digital channels 
3.1.2. Types of digital channels 
3.1.3. Choosing the right digital channels for your business 

3.2. Web Channel 

3.2.1. User experience analysis in the web channel 
3.2.2. Search Engine Optimization (SEO) 
3.2.3. Liquid web design: adaptation to mobile devices 

3.3. Mobile applications and social networks 

3.3.1. Types of mobile applications 
3.3.2. Essential functions of an app.Implementation 
3.3.3. Impact of social media on customer experience 

3.3.3.1  Improving customer interaction and satisfaction 

3.4. Chatbots 

3.4.1. Types of chatbots 

 3.4.1.1. Rulesbased chatbots,
 3.4.1.2. Chatbots based on artificial intelligence 
 3.4.1.3. Hybrid chatbots 

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

3.5. Voice Technology 

3.5.1. Voice technology. Case Uses 
3.5.2. Virtual assistants to enhance customer experience 
3.5.3. Voice technology in the customer experience. Trends and future 

3.6. Customer Experience in Digital Channels 

3.6.1. Customer Experience in Digital Channels 
3.6.2. Web design as a driver for improving user experience 
3.6.3. Efficiency as part of the experience

3.7. Design for Channels 

3.7.1. Omnichannel design 
3.7.2. Design management to enhance the experience across channels 
3.7.3. Design systems: Diseño atómico y Sistema de diseño

3.8. Working with Channels 

3.8.1. Content Marketing 

3.8.1.1. Creation of valuable and relevant content for the customer in digital channels 

3.8.2. Optimization of digital channels to improve positioning in search results 
3.8.3. Use of Influencers and celebrities to provide an emotionally connected customer experience 

3.9. Personalization 

3.9.1. Omnichannel Personalization. Personalized user experience 
3.9.2. Artificial Intelligence 

 3.9.2.1. Clustering and hyperpersonalization 

3.9.3. Personalization to create relevant and attractive offers and promotions for each customer

3.10. Omnichannel and frictionless 

3.10.1. The Frictionless concept and the impact on customer experience 
3.10.2. Customer Friction Identification and Management

Increase customer satisfaction and brand engagement ratios with the latest digital trends in Customer Experience"