Master the protocols and phases to implement the Employee Experience in the business environment and become a first level manager and manager of human teams"

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 Employee Experience is a program that, given its 100% online delivery, will allow students to adapt their study schedules to their own personal needs. During 6 intensive months of teaching, you will gain a range of knowledge that will lay the foundation for your professional development. 

This Postgraduate diploma has a 100% online methodology that will enable you to learn without depending on pre-established schedules"

Syllabus

This program has been designed with the idea of preparing the student to perform competently in the Employee Experience field, making decisions that help to promote a good work environment and productivity.
Its didactic contents, distributed in 3 very complete modules and available in state-of-the-art multimedia formats, will offer you a global vision of this field in a pleasant and decisive way, adapted to your study preferences.

During 450 hours of teaching, the student will analyze real situations typical of the business environment and will obtain competencies that will allow him/her to face these cases in his/her experiences with maximum efficiency.

The Postgraduate diploma in Employee Experience addresses in depth the organizational structure based on the Employee Experience, going into the phases for its implementation, the tools to carry it out and the technologies that make its development possible.

This curriculum, therefore, is an excellent tool to enhance the student's managerial abilities and leadership skills, in order to encourage the motivation and performance of workers in the business environment. In addition, you will enjoy first class contents, designed by the best experts in the Employee Experience area, who will provide you with knowledge with full professional applicability.

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

Module 1. Customer Centric Organization
Module 2. Employee Experience
Module 3. Technology and advanced tools for Customer Experience. Customer Department Platform (CDP)

Where, When and How is it Taught?

TECH offers the possibility of developing this Postgraduate diploma in Employee 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 Centric Organization 

1.1. Organizational Culture in Customer Experience

1.1.1. Effect of corporate culture on customer perception of the brand
1.1.2. Differentiating the company from the competition through organizational culture
1.1.3. Influence of corporate culture on customer loyalty

1.2. Development of values and principles in an Organizational Culture focused on Customer Experience

1.2.1. Definition of values and principles oriented to Customer Experience
1.2.2. Promotion of values and principles throughout the organization
1.2.3. Incorporation of values and principles into business strategy

1.3. Evaluation of the organization's internal structure and processes to achieve a corporate culture that prioritizes the customer experience

1.3.1. Evaluation of the organizational structure. Aspects for Improvement
1.3.2. Evaluation of Writing Processes
1.3.3. Involving employees in the improvement of internal processes to achieve a Customer Experience oriented corporate culture

1.4. Fostering of a culture of feedback and improvement in the organization to adapt to customer needs and expectations

1.4.1. Promotion of the feedback culture in the Organization
1.4.2. Managing and using feedback to improve customer experience
1.4.3. Development of a continuous improvement strategy based on feedback received

1.5. Measurement and Evaluation of organizational culture focused on Customer Experience

1.5.1. Definition of key indicators. Measurement
1.5.2. Evaluation of indicators and analysis of results
1.5.3. Management of results as aspects for improvement

1.6. Promotion of a collaborative and empathetic culture in the organization to improve the customer experience

1.6.1. Encouraging collaboration between the different departments of the organization
1.6.2. Development of a culture of empathy and customer service throughout the organization
1.6.3. Promoting the active participation of all employees in improving the customer experience

1.7. Commitment at all levels of the organization to foster a corporate culture focused on Customer Experience

1.7.1. Involvement of senior management in the promotion of a corporate culture focused on Customer Experience
1.7.2. Fostering employee commitment to a Customer Experience-centric corporate culture
1.7.3. Establishment of an incentive system to encourage commitment to a corporate culture focused on Customer Experience

1.8. Identifying and Addressing Customer Pain Points through Organizational Culture Adaptation

1.8.1. Identification of the customer's pain points through the feedback received
1.8.2. Assessment of the organization's ability to solve customer pain points
1.8.3. Developing a strategy to address customer pain points and adapt organizational culture

1.9. Establishment of a leadership culture to drive an organizational culture focused on Customer Experience

1.9.1. Development of leadership skills focused on Customer Experience
1.9.2. Design of a leadership model to promote an organizational culture focused on Customer Experience
1.9.3. Involvement of leaders in the promotion of organizational culture focused on Customer Experience

1.10. Alignment of the organization's objectives and goals with a business culture focused on Customer Experience

1.10.1. Definition of the organization's strategy focused on Customer Experience
1.10.2. Establishment of long-term objectives and specific targets
1.10.3. Integration of the corporate culture focused on Customer Experience in the overall organizational strategy the overall strategy of the organization

Module 2. Employee Experience 

2.1. Employee Experience The Importance of a Solid System 

2.1.1. Employee Experience as a lever to drive CX 
2.1.2. Developmental Phases 
2.1.3. Advantages of a robust EX system 
2.1.4. The BANI context. Current trends for an EX system 

2.2. Corporate Culture, the basis of the Employee Experience system 

2.2.1. Corporate culture 
2.2.2. Employee Experience Enabler Roles 
2.2.3. Types of organizations and Cultures 
2.2.4. Roles and responsibilities of key EX stakeholders 

2.3. The role of a Human Resources department with a Customer-Centric Vision 

2.3.1. HR Department HH as facilitate of EX 
2.3.2. Strategic elements to boost EX 
2.3.3. Internal diagram of a customer-centric culture 
2.3.4. Practical Applications 

2.4. Employee Listening Systems I: base ecosystem for EX 

2.4.1. The 360° employee listening system 
2.4.2. Employee Listening Map 
2.4.3. Proactive listening tools 
2.4.4. Mechanisms for continuous monitoring of the EX 
2.4.5. Practical Applications 

2.5. Employee Listening Systems II: key indicators in EX 

2.5.1. Sources of employee data. Application of results 
2.5.2. EX monitoring and measurement indicators 
2.5.3. Do and don't in the establishment of CX indicators linked to employees

2.6. Employee Experience I tools: mapping the customer and employee experience ecosystem

2.6.1. Linking the Customer Journey with the organization's internal processes. Purpose 
2.6.2. Building a CX Ecosystem and Employee Ecosystem Map 
2.6.3. Practical Applications 

2.7. Employee Experience Tools II: Employee Archetype 

2.7.1. The Employee Archetype 
2.7.2. Building an Employee Archetype 
2.7.3. Use of Employee Archetypes 
2.7.4. Practical Applications 

2.8. Employee Experience tools III: Employee Journey 

2.8.1. The Employee Journey 
2.8.2. Building an Employee Journey 
2.8.3. Use of Employee Journey
2.8.4. Practical Applications 

2.9. Responsible for establishing, maintaining and building a good Employee Experience 

2.9.1. Roles and responsibilities of the EX 
2.9.2. Impact of social changes and trends on the Employee Experience
2.9.3. Continuous employee and market listening for competitive advantage 
2.9.4. Case Study 

2.10. Keys to an employee-centric culture 

2.10.1. Importance of an employee experience system 
2.10.2. Benefits of an EX system for exponential improvement of CX 
2.10.3. Five keys to avoid failure in the implementation of an employee-centric system 

Module 3. Technology and advanced tools for Customer Experience. Customer Department Platform (CDP)

3.1. Technology as an enabler of customer experience 

3.1.1. Keys to a technology-supported CX system 
3.1.2. Technology linked to CX 
3.1.3. Technology at the service of people 
3.1.4. Practical Applications 

3.2. Initial technology diagnosis to enhance customer experience 

3.2.1. Conducting a diagnosis in innovation and technology 
3.2.2. Types of companies according to their technological maturity 
3.2.3. Phases for effective technology implementation 

3.3. Customer information gathering systems 

3.3.1. Customer feedback as the basis for actionable CX 
3.3.2. Sources of direct information gathering 
3.3.3. Sources of indirect information gathering 
3.3.4. Innovative sources of customer acquisition 
3.3.5. Practical Applications 

3.4. Customer information collection and storage systems: Customer Relationship Management (CRM) 

3.4.1. The CRM Relevance 
3.4.2. Practical applications of CRM in a company 
3.4.3. Integrations as an essential element to nurture and optimize CRM usage 
3.4.4. Key elements for the establishment and maintenance of CRM information 

3.5. Systems for analysis and and obtaining customer Insights 

3.5.1. 360° customer vision 
3.5.2. Differences between CRM and CEM 
3.5.3. Keys to establishment of a system. Useful CEM 
3.5.4. Practical Applications 

3.6. Systems to feed Customer Profiles 

3.6.1. Managing CRM information to increase customer knowledge 
3.6.2. Platforms that facilitate a holistic view of customers 
3.6.3. Practical Applications 

3.7. Systems to drive and personalize the customer experience: CDP 

3.7.1. CustomerData Platform (CDP) 
3.7.2. CDP to improve CX 
3.7.3. CustomerIntelligence Platform (CIP), a step beyond CDP 

3.8. Market research systems 

3.8.1. The importance of involving the current and potential customer 
3.8.2. CX Research to integrate the customer into our strategic decisions 
3.8.3. Platforms for tracking market insights and trends 
3.8.4. Practical Applications 

3.9. GDPR, secure framework for customer data processing 

3.9.1. GDPR Who does it apply to? 
3.9.2. Key elements of GDPR compliance 
3.9.3. GDPR non-compliance. Consequences 

3.10. The technological ecosystem to enhance the CX strategy 

3.10.1. Importance of robust technology for excellent CX 
3.10.2. Diagrams to Management Systems Integration 
3.10.3. Keys to ensure that technology does not turn against CX 

Enjoy learning adapted to your study preferences, choosing the multimedia didactic formats that best suit your academic needs"