Postgraduate certificate Customer Experience Research

Customer Experience Research (CX) has become a fundamental tool for companies to understand the needs and expectations of their customers, and thus improve the quality of their products and services. Thanks to this procedure, companies can identify users' pain points and design solutions that allow them to offer a satisfactory experience, build user loyalty and increase profitability. Therefore, this program is a unique opportunity for those who wish to specialize in this area and acquire the necessary skills to develop CX Research. The degree has a 100% online format and uses the Relearning pedagogical methodology, which encourages collaborative learning and interaction among students.

University certificate

duration

6 weeks

Modality

Online

Schedule

At your own pace

Exams

Online

start date

Credits

6 ECTS

financing up to

3 months

Price(first year)

See price

The world's largest school of business”

Syllabus

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"

Teaching Objectives

This university program will allow you to acquire the necessary skills and knowledge to carry out Customer Experience Research effectively. Over the course of six weeks, the student will learn how to design and conduct surveys, interviews and other types of research in order to obtain information about the Customer Experience. In addition, you will be able to analyze the data obtained and use it to develop strategies to improve user satisfaction, loyalty and, consequently, the company's profitability.

Delve into the Blue Print and determine global service-customer relationship maps thanks to this TECH Postgraduate certificate"

TECH makes the goals of their students their own goals too.
Working together to achieve them.

The Postgraduate certificate in Customer Experience Research will train the student to:

Define the fundamentals for implementing a CX project
Design an effective, multi-role, decision-oriented customer satisfaction governance model
Identify the best customer experience KPI based on the nature of the company
Using emotional marketing and storytelling to create a memorable shopping experience
Analyze the impact of technology on the shopping experience and how to use it to improve customer interaction in the physical store
Establish work methodologies that streamline and encourage creativity and continuous improvement

Postgraduate Certificate in Customer Experience Research

Research in Customer Experience has become a key discipline for companies seeking to thoroughly understand the expectations, needs and preferences of their customers, and offer them memorable and satisfying experiences. At TECH Global University, we offer you our Postgraduate Certificate in Customer Experience Research, an online program designed to train you as an expert in the collection, analysis and interpretation of data related to customer experience.

In this course, you will learn the different research methodologies used in Customer Experience, including surveys, interviews, observation and analysis of qualitative and quantitative data. You will also acquire skills in interpreting data and generating insights for strategic decision making in designing and improving customer experiences. In addition, you will become familiar with best practices in measuring customer satisfaction, evaluating service quality, and identifying opportunities for improvement in the customer experience. With TECH Global University of Technology's Postgraduate Certificate in Customer Experience Research, you will be prepared to apply rigorous research methods and gain valuable insights for the design and execution of successful customer experience strategies in any industry or business sector.