In only 6 weeks you will be able to design and implement projects based on Customer Experience"

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” 

This university program is designed to adapt to the needs of Digital Marketing professionals, and therefore is taught in online mode. Students have the freedom to choose when and where to study, providing them with a personalized learning experience during the six-week program. The flexible and affordable structure of the Postgraduate certificate allows specialists to adapt their academic resources to their schedules and work commitments. In this way, they will be prepared to master the User Experience of any company and excel in the field of CX without having to sacrifice their work and personal life. 

Master the Customer Journey in a CX Project and develop innovative projects that leave no one indifferent"

Syllabus

The main objective of the Postgraduate certificate in Design and Implementation of a CX Project is to improve analytical skills and efficient decision making in the field of Customer Experience, deepening in the identification of customer needs.  

During the six weeks of the program, key managerial competencies such as project types, alignment of objectives and execution time, customer profile identification, the Product Business Case and the Service Business Case, among other relevant topics, are worked on.  

The curriculum seeks to train leaders capable of leading high-performance teams in the digital sector and acquiring skills in decision making and project management from a strategic, technological and innovative perspective. And to this end, the learning experience is tailored to the needs of each learner by offering the learning materials in a variety of 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. Similarly, the Relearning pedagogical methodology is used to foster meaningful and lasting learning.  

This Postgraduate certificate takes place over 6 weeks and is divided into 1 module: 

Module 1.  Design and Implementation of a Cx Project. Governance Model

Where, When and How is it Taught?

TECH offers the possibility of developing this Postgraduate certificate in Design and Implementation of a CX Project 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. Design and Implementation of a Cx Project. Governance Model

1.1. Definition of a realistic project scope

1.1.1. Type of project

1.1.1.1. Problem Solving
1.1.1.2. Value proposition
1.1.1.3. Innovation

1.1.2. Starting Point

1.1.2.1. Data as a tool to identify opportunities and insights

1.1.3. Alignment of Objectives, Participants and Execution Times. Role of experts, dynamizers

1.1.3.1. Business Needs Review
1.1.3.2. Identification of Internal and External Stakeholders
1.1.3.3. Customer Profile
1.1.3.4. Definition of Expected Output

1.2. Identifying the Customer Profile in a CX Project

1.2.1. Identification of the desired customer profile as a Challenge
1.2.2. Behavioral Profiling

1.2.2.1. Consumption and purchasing habits
1.2.2.2. Interaction with communication channels
1.2.2.3. Degree of digitization
1.2.2.4. Sociodemographic Radiography

1.2.3. Customer Communication and Data Processing

1.3. Customer Journey in a CX Project

1.3.1. Analysis and Typification of Contact Points

1.3.1.1. Safari and shadowing
1.3.1.2. Interviews
1.3.1.3. Workshops y focus groups

1.3.2. Identifying Customer Needs by Audience Profile

1.3.2.1. Customer Satisfaction Points:

1.3.2.1.1. What's working today, what the     customer values
1.3.2.2. Client Pain Points:
1.3.2.2.1. What is not working today, what generates frustration in the customer?

1.3.3. Definition of the Customer Journey for each customer type

1.3.3.1. Identification of the main Gain and Pain Points of each key stage and contact point through which it passes

1.4. Project execution

1.4.1. Project execution. Important Aspects

1.4.1.1. Alignment of the customer's vision with business objectives
1.4.1.2. Customer Journey Visualization: Setting a starting point for aligning all company teams
1.4.1.3. Analysis of economic viability. Profitability
1.4.1.4. Involvement of key people in the relationship with the client to enter the execution phase

1.4.2. Diagnosis and Resolution:

1.4.2.1. Diagnostic presentation formulas

1.4.2.1.1. Co-creation workshops
1.4.2.1.2. Benchmarking

1.4.2.2. Resolution

1.4.2.2.1. Task identification
1.4.2.2.2. Assignment of tasks by profile

1.4.3. Assessment

1.4.3.1. Definition of KPIs
1.4.3.2. Data Collection
1.4.3.3. Valuation period

1.5. Framework for action in the CX Project

1.5.1. Consolidation or Dismissal
1.5.2. Internal evangelization
1.5.3. Tool identification

1.6. Business Case Product New product launch

1.6.1. Illustration of the CX role in the development of an innovation product
1.6.2. Phases in the launching of a new product
1.6.3. Common Errors

1.7. Business Case Service. CX as a catalyst for innovation

1.7.1. Key role of the CX in innovation processes
1.7.2. Phases
1.7.3. Keys to success

1.8. Business Case Service. Customer Satisfaction as a lever for continuous improvement

1.8.1. Measuring customer satisfaction throughout the Customer Journey
1.8.2. Phases
1.8.3. Action-oriented routines

1.9. The Governance Model in a CX Project

1.9.1. Roles
1.9.2. Date:
1.9.3. Iterative action plans

1.10. Successful implementation of a CX Project. Keys

1.10.1. Apprenticeships
1.10.2. References
1.10.3. Resources

The didactic resources will facilitate your update on the Governance Model in a CX Project, delving into the iterative action plans"