Customer Experience Program Curriculum
Customer loyalty, engagement, and retention depend on the relationships you build with your customers. Internationally recognized, the University of California, Irvine, Division of Continuing Education, Customer Experience Certificate Program is designed by industry executives and thought leaders as a challenging interdisciplinary curriculum. We develop CX professionals to do extraordinary things for their organizations.
Prepare to learn innovative methodologies developed by top companies to enhance the Customer Experience in your organization. |
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Module 1: Customer Experience Strategy for Success
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Learn why Customer Experience isn’t a project with a start and end date, and why this isn’t a “state of mind” – it’s a state of your organization and it starts at the top. Integrating customer experience into business strategy, and skillfully executing, leads to enormous rewards. You’ll achieve higher customer engagement, reduced churn, increased revenue, and greater employee satisfaction.
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Module 2: Your Customers, Their Journey
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Customer Experience Journey Maps are arguably the most important instrument for capturing your customer’s true interactions, emotionally and cognitively, with your company’s brand. Discover your customers and their experiences and use these strategic tools for communications, analysis, planning, management, and innovation.
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Module 3: Customer-Focused Innovation
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Customer-Focused Innovation is the perfect blend of theory, practice, strategy, and invention. Innovating on behalf of your customers doesn’t start with a problem statement – it begins with your customer. Learn to use empathy techniques to break through the culture barrier at your company, and close the “knowing-doing” gap.
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Module 4: Customer First Culture
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Today, the customer is almighty. Now is the time to educate yourself and your workforce to create a customer-first culture that positions you for the greatest, longest-term success. This isn’t about “blowing up” the culture you already have – it’s embracing what you have and acting together to make a difference in how your brand is perceived.
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Module 5: Principles Of Customer Relationship Building
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Customer Experience is multi-faceted and relies on the strong relationships you build with your customers. Use the Customer Relationship Development Model to identify and define core elements to build relationships and improve overall experiences. Through collaboration and ideation, you create a maturity matrix specifically for your business.
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Module 6: Customer Experience Functional Alignment
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Show the value of customer experience strategies and programs and tie the benefits directly to business operations and profits to ensure success. Collaborate with peers and other departments to implement programs that benefit your customers while maintaining financial and operational commitments.
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Module 7: Accelerate & Improve Decisions With Data
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Customer Experience initiatives fizzle quickly if you don’t connect the dots between your customers’ perceptions, touchpoints, service, delivery, cost savings, and ROI. Customer churn rates, share of wallet, Net Promoter Scores, average handling times, and cost of acquisition, can and need to tie to your bottom line and to get the “yes” vote from your C-suite.
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Module 8: Navigating Politics Of Change
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Change is hard, people are resistant, and the market is becoming more fiercely competitive every day. Organizations must quickly evolve or be left behind. It takes an exceptional leader to navigate these waters and get your entire organization marching to the same drummer. Are you ready? Arm yourself with these vital leadership skills.
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Capstone Project The Customer Experience Portfolio
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During the program, you’ll work on your Capstone Project to apply your learnings toward a real or hypothetical real-world problem that you will solve during the eight-module program. By the end of the class, you will have completed your very own Professional Customer Experience Portfolio.
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