Become a specialist with this Postgraduate certificate in Customer Experience Research and offer the best specialized advice"

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 method (postgraduate learning methodology with the best international valuation) with the Case Study. Tradition and vanguard in a difficult balance, and in the context of the most demanding educational itinerary. 

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 approach of the Postgraduate certificate in Customer Experience Research is adapted to the needs of Digital Marketing professionals, so it is taught in online mode. This means that students can choose the time and place of study, offering stimulating and unique learning throughout the six-week program. The structure of the degree program is flexible and affordable, allowing specialists to adapt academic resources to their schedules and work obligations. In this way, students can acquire the skills and knowledge necessary to improve the User Experience and excel in the field of CX without compromising their work and personal life.

Conduct innovative research that will make a difference in the Customer Experience"

Syllabus

The main objective of the Postgraduate certificate in Customer Experience Research is to improve analytical skills and efficient decision making in the field of Customer Experience, deepening the orientation of organizations towards this business vision. 

During the six weeks of the program, key managerial competencies such as Omnichannel, Blue Print, CX improvement techniques, customer archetypes and the Customer Journey in CX are 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.

The learning experience in the Postgraduate certificate in Customer Experience Research is adapted to the needs of each student by offering the didactic materials in various multimedia and textual formats. In addition, the flexible format of the degree program allows students to organize their academic resources according to their schedules and work responsibilities. 

The Relearning pedagogical methodology is used to promote meaningful and lasting learning. In short, this university program provides a personalized and efficient study to train professionals capable of leading teams and making strategic decisions in the field of Customer Experience.

This Postgraduate Certificate is developed over 6 week and is divided into 1 module:

Module 1.  Customer Science: Customer Experience Research

Where, When and How is it Taught?

TECH offers the possibility of developing this Postgraduate certificate in Customer Experience Research completely online. During the 6 weeks of the specialization, the student will be able to access all the contents of this program at any time, allowing him/her to self-manage his/her study time.

Module 1.  Customer Science: Customer Experience Research

1.1. Customer Experience Principles and Value

1.1.1. Differences between CX and UX
1.1.2. Customer Experience as a company strategy
1.1.3. CX transformation: A step further in organizational culture

1.2. Key factor in CX: Lan Omnichannel

1.2.1. Omnichannel. Omnichannel CX
1.2.2. Omnichannel User Experience. Key points
1.2.3. Determining omnichannel maturity

1.3. Global Service-Customer Relationship Map: BLUE PRINT

1.3.1. Blue Print. Uses
1.3.2. Benefits of Blue Print in CX
1.3.3. Design of a Blue Print

1.4. Process for Evolving a company's CX. Research

1.4.1. Research in terms of CX
1.4.2. Scope of study

1.4.2.1. Customer life cycle
1.4.2.2. Stages
1.4.2.3. Object of research

1.4.3. CX improvement work techniques. Practical Exercises
1.4.4. Research with limited resources
1.4.5. Research OPS

1.5. Knowledge of the Potential Customer. Archetypal characters

1.5.1. Customer knowledge as the basis for experience design
1.5.2. Jung's 12 archetypes
1.5.3. Character Design

1.6. Customer Journey at CX

1.6.1. Customer Journey. Uses
1.6.2. Customer Journey. Benefits
1.6.3. Design of a Customer Journey: Key Aspects

1.7. Quantitative Techniques in CX

1.7.1. Quantitative Techniques. Scope of Application
1.7.2. Types of Quantitative Techniques: Utility and Measurement Indicators

1.7.2.1. Surveys
1.7.2.2. User Test
1.7.2.3. Test A-B
1.7.2.4. Integration of metrics in processes
1.7.2.5. Card-sorting
1.7.2.6. Tree-test
1.7.2.7. Eye-tracking

1.8. Qualitative techniques in CX

1.8.1. Qualitative Techniques. Scope of Application
1.8.2. Types of qualitative techniques: Utility and Measurement Indicators

1.8.2.1. Heuristic Evaluation
1.8.2.2. Benchmark
1.8.2.3. User Test
1.8.2.4. Personal interviews
1.8.2.5. Focus Group
1.8.2.6. Shadowing // Mystery
1.8.2.7. Journal studies

1.9.  CX Usage Methodologies

1.9.1. Work methodologies
1.9.2. Design Thinking. Practical application in CX
1.9.3. Lean UX. Practical application in CX
1.9.4. Agile. Practical application in CX

1.10. Accessibility as part of the CX

1.10.1. Accessibility as part of CX
1.10.2. Web Accessibility Levels. Legal Aspects
1.10.3. Accessible Sites, Products and Services

With this Postgraduate certificate you will deepen, among other things, in the Methodologies of Use in CX as the Design Thinking or Lean UX"