Develop successful Customer Experience Research plans thanks to 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 Innovation is a highly flexible program thanks to its online nature, so that students can choose the time and place that best suits their availability, schedules and interests. This program is developed over 6 months and is intended to be a unique and stimulating experience that will lay the foundations for the graduate's professional success.

The most comprehensive and up-to-date vision of Customer Experience Innovation can be found in this syllabus. What are you waiting for?"

Syllabus

The Postgraduate diploma in Customer Experience Innovation from TECH Global University is an intensive program that prepares professionals to face challenges and business decisions in the field of Customer Experience.

The content of the Postgraduate diploma in Customer Experience Innovation is designed to promote the development of managerial skills that enable more rigorous decision-making in uncertain environments.

Over the course of 450 hours, the student analyzes a plethora of practical cases through individual and team work. It is, therefore, an authentic immersion in real business situations.

This Postgraduate diploma deals in depth with the digital world, Marketing in this environment and the establishment of e-commerce in companies, and is designed to enable professionals to understand the Customer Experience from a strategic, international and innovative perspective.

A plan designed for the professional, focused on their professional improvement and that prepares them to achieve excellence in the field of Customer Experience Innovation. A program that understands your needs and those of your company through innovative content based on the latest trends, and supported by the best educational methodology and an exceptional faculty, which will provide the student with competencies to solve critical situations in a creative and efficient way.

This Postgraduate diploma is developed over 6 months and is divided into 3 modules:

Module 1. Customer Experience: new customer or consumer
Module 2. Design and implementation of a CX project. Governance model
Module 3. Innovation and trends in Customer Experience

Where, When and How is it Taught?

TECH offers the possibility of developing this Postgraduate diploma in Customer Experience Innovation 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: 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. Transactional
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. Design and implementation of a CX project. Governance model

2.1. Definition of a realistic project scope

2.1.1. Type of project

2.1.1.1. Problem Solving
2.1.1.2. Value proposition
2.1.1.3. Innovation

2.1.2. Starting Point

2.1.2.1. Data as a tool to identify opportunities and insights

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

2.1.3.1. Business Needs Review
2.1.3.2. Identification of Internal and External Stakeholders
2.1.3.3. Customer Profile
2.1.3.4. Definition of Expected Output

2.2. Identifying the Customer Profile in a CX Project

2.2.1. Identification of the desired customer profile as a Challenge
2.2.2. Behavioral Profiling

2.2.2.1. Consumption and purchasing habits
2.2.2.2. Interaction with communication channels
2.2.2.3. Degree of digitization
2.2.2.4. Sociodemographic Radiography

2.2.3. Customer Communication and Data Processing

2.3. Customer Journey in a CX Project

2.3.1. Analysis and Typification of Contact Points

2.3.1.1. Safari and shadowing
2.3.1.2. Interviews
2.3.1.3. Workshops y focus groups

2.3.2. Identifying Customer Needs by Audience Profile

2.3.2.1. Customer Satisfaction Points

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

2.3.2.2. Client Pain Points

2.3.2.2.1. What is not working today? What causes customer frustration?

2.3.3. Definition of the Customer Journey for each customer type

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

2.4. Project execution

2.4.1. Project execution. Important Aspects

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

2.4.2. Diagnosis and Resolution

2.4.2.1. Diagnostic presentation formulas

2.4.2.1.1. Co-creation workshops
2.4.2.1.2. Benchmarking

2.4.2.2. Resolution

2.4.2.2.1. Task identification
2.4.2.2.2. Assignment of tasks by profile

2.4.3. Assessment

2.4.3.1. Definition of KPIs
2.4.3.2. Data Collection
2.4.3.3. Valuation period

2.5. Framework for action in the CX Project

2.5.1. Consolidation or Dismissal
2.5.2. Internal evangelization
2.5.3. Tool identification

2.6. Business Case of product. Launching of New Products

2.6.1. Illustration of the CX role in the development of an innovation product
2.6.2. Phases in the launching of a new product
2.6.3. Common Errors

2.7. Business Case from Service. CX as a catalyst for innovation

2.7.1. Key role of the CX in innovation processes
2.7.2. Phases
2.7.3. Keys to success

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

2.8.1. Measuring customer satisfaction throughout the Customer Journey
2.8.2. Phases
2.8.3. Action-oriented routines

2.9. The Governance Model in a CX Project

2.9.1. Roles
2.9.2. Date:
2.9.3. Iterative action plans

2.10. Successful implementation of a CX Project. Keys

2.10.1. Apprenticeships
2.10.2. References
2.10.3. Resources

Module 3. Innovation and Trends in Customer Experience

3.1. Innovation and Customer Experience. Link

3.1.1. Innovation within the framework of CX
3.1.2. Customer experience innovation objectives
3.1.3. Innovation in the development of customer interactions

3.2. Customer experience management in the era of Digital Transformation

3.2.1. Intelligent experience engine. Relevance
3.2.2. Search for hyper-personalized experiences
3.2.3. Experience management in an omnichannel environment

3.3. Innovation in the management of a “customer-centric” company

3.3.1. The innovation model from the customer to the company
3.3.2. Key profiles for the development of an innovation model
3.3.3. Open Innovation Models

3.4. Methodologies to accelerate the effective innovation process

3.4.1. Routines that generate innovation and creativity
3.4.2. Lean Start Up method to include the customer in the “innovation table”
3.4.3. Kanban board to gain in innovation and efficiency in your day to day life
3.4.4. Scrum Methodology. Practical Applications
3.4.5. Adoption of continuous innovation generation tools. Benefits

3.5. Tools for the Development of innovative customer-centric business models

3.5.1. Business Model Canvas. How to “challenge” your business model with this tool
3.5.2. Value Proposition Canvas y Customer Journey. Match
3.5.3. Empathy Map Beyond tangible customer interactions
3.5.4. Case Study

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

3.6.1. Neuromarketing and Innovation Optimization
3.6.2. Real applications of Neuromarketing in CX
3.6.3. Customer Insights Guide to enhance CX with Neuromarketing
3.6.4. Case Study

3.7. Innovation in CX I: artificial intelligence, online reality, facial recognition and biometric systems

3.7.1. Artificial intelligence (AI) for process optimization and omnichannel management
3.7.2. Virtual Reality (VR) and Augmented Reality (AR) to take your customer experience online to any location
3.7.3. Facial recognition and biometric systems as mitigators of moments of pain with the client
3.7.4. Case Study

3.8. Innovation in CX II: Machine Learning, IoT and Omnichannel Management Platforms

3.8.1. Machine Learning (ML) for data processing
3.8.2. Internet of Things (IoT) for improved customer experience and insight
3.8.3. Omnichannel Management Platforms for a holistic view of the customer
3.8.4. Case Study

3.9. Technoethics: Technology at the service of human beings and not vice versa

3.9.1. Protection of Neuro-Rights or Intellectual Property Rights (IPR)
3.9.2. Ethics in Artificial Intelligence (IA)
3.9.3. Customer hyperconnection and use of customer data
3.9.4. The technological challenge

3.10. Establishment of an innovation system in a customer-centric company. Importance

3.10.1. Keys to a customer-oriented innovation process
3.10.2. Benefits of a company with continuous innovation systems
3.10.3. Innovation at the service of people for an optimal customer experience

No customer will be able to resist you thanks to your strategies with Artificial Intelligence or Virtual Reality in the Customer Experience”