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.

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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.

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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.

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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 Research is a program aimed at providing, in just 6 months, the most comprehensive knowledge in this field. For this reason, students will have at their disposal a syllabus designed by authentic experts in the field and numerous innovative teaching materials that make up the online library of this academic option.

Video clips, case studies and supplementary readings are available to you 24/7”

Syllabus

This university program has been designed taking into account the latest trends in the field of research aimed at improving customer satisfaction. A program that will undoubtedly represent a before and after in the professional career of students who enter this program with the aim of deepening their knowledge in a field that will allow them to fulfill their professional aspirations.

Thus, TECH provides a syllabus that will lead the graduate from the first moment to delve into the techniques used today for the study and analysis of the consumer profile, taking into account the new digital consumption space. In addition, thanks to video summaries of each topic, videos in detail, essential readings and case studies, the professional will delve more dynamically into the tools for active listening, identification of opportunities and experience management according to the degree of maturity in this field of the company.

Likewise, the Relearning method, based on the continuous reiteration of key content, allows the student to obtain a much more effective learning process and reduce the hours of memorization.

In addition, the absence of classroom attendance and classes with restricted schedules provide greater flexibility for self-management of study, allowing students to combine their daily personal activities with a quality education that is at the academic forefront.

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

Module 1. Customer Science: Customer Experience Research
Module 2. Customer Experience Analytics
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 Customer Experience Research 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 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: omnichannel 

1.2.1. Omnichannel. Omnichannel CX 
1.2.2. Omnichannel User ExperienceKey points 
1.2.3. Determining omnichannel maturity 

1.3. Global Service-Customer Relationship Map: Blueprint

1.3.1. Blueprint. Uses 
1.3.2. Benefits of Blueprint in CX 
1.3.3. Designing a Clinical Trial 

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 Examples 
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: usefulness 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: usefulness 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 

Module 2. Customer Experience Analytics 

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

2.1.1. Data capture 

2.1.1.1. What, when and how to collect customer feedback 

2.1.2. Data Analysis 

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

2.1.3. Decision Making 

2.1.3.1. Interpretation and action 

2.2. NPS, customer loyalty 

2.2.1. NPS: What it calculates and how?
2.2.2. Use of NPS as a reference KPI. Pros and Cons 
2.2.3. Examples and sectoral references 

2.3. CSAT. Customer Satisfaction 

2.3.1. CSAT: What it calculates and how?
2.3.2. Use of CSAT as a reference KPI. Pros and Cons 
2.3.3. Examples and sectoral references 

2.4. Complementary KPIs 

2.4.1. CES: Customer satisfaction with the degree of difficulty of a given action 
2.4.2. CLV: Customer Lifetime Value 
2.4.3. Attrition and retention rates 
2.4.4. Sector specifics 

2.5. Online Reputation Importance of internet semantic data 

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

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

2.6.1. Illustration of the CX role in the development of an innovation product 
2.6.2. Essential steps 
2.6.3. Common Errors 

2.7. Keys to achieving a holistic view of customer feedback 

2.7.1. Selection of your optimal KPI 
2.7.2. Optimization of the timing of the journey for feedback collection 
2.7.3. Identification of the customer experience by customer profile typology 

2.8. Technological architecture. Key Aspects 

2.8.1. Security/Safety 
2.8.2. Privacy 
2.8.3. Integrity 
2.8.4. Scales 
2.8.5. Real Time 

2.9. The control panel 

2.9.1. Roles 

2.9.1.1. Who interacts? purpose and frequency 

2.9.2. Data visualization 

2.9.2.1. Platforms 

2.9.3. Assessment of the implications of the Integrations 

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

2.10.1. Degree of knowledge of your customer and target customer 
2.10.2. Experience management with external teams 
2.10.3. Resources, time and follow-up 
2.10.4. Evangelization from the management/executive team 

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

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 

Empower CX strategy in the new technology ecosystem with this advanced university program"