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Customer Experience Design for Customer Success: Designing Great Customer Experiences

Identify the objectives, technologies, metrics, and stakeholders that make up an effective CX strategy.

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  • Duration

    4 weeks
  • Weekly study

    4 hours
  • 100% online

    How it works
  • Included in an ExpertTrack

    Course 2 of 3
  • Get full ExpertTrack access

    $39/monthFind out more

Businesses that deliver great customer service often have a strong customer experience strategy to guide their improvements. In this course, you’ll learn about the different components that go into creating an effective customer experience (CX) approach, from objectives and technology, through to data analysis and stakeholder insight.

Discover operational and technological approaches to CX strategies

Gaining an understanding of the two key approaches to CX will help your strategy succeed. First, you’ll find out how operational CX takes a holistic view across the company, taking into account multiple considerations beyond the customer-facing arena. Then you’ll learn how technological CX works to further customer-understanding through the use of data analysis and cutting-edge visualisation tech.

Explore the crucial differences between Customer Experience and Customer Service

This course will demonstrate how CX and CS differ, describing how CX involves the perceptions people have of a particular brand and how they engage with an organisation across the purchase cycle. It also explores how CS creates lasting bonds that ensure long-term customer loyalty.

Learn how to define Customer Value Proposition

You’ll learn how to define the nature of Customer Value Propositions and come to understand the importance of demonstrating to customers exactly why they should choose your particular product or service over others.

What topics will you cover?

  • Journey maps and CX blueprints
  • Setting targets
  • Process design
  • CX strategy

Prove you're job ready

Highlight the new, job-relevant skills you’ve gained and supplement existing qualifications with a hard-earned, industry-specific digital certificate – plus one for every course within your ExpertTrack.

  • Learn the latest in your chosen industry or subject.
  • Complete each course and pass assessments.
  • Receive certificates validated by the educating organisation.
  • Impress employers with learning outcomes you can add to your CV.
  • Make your career dreams a reality.

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Learning on this course

On every step of the course you can meet other learners, share your ideas and join in with active discussions in the comments.

What will you achieve?

By the end of the course, you‘ll be able to...

  • Identify key components of an effective CX strategy
  • Identify key components of CX strategy (objectives, technology, stakeholders, metrics)
  • Identify critical success factors (operational, technological)
  • Articulate differences between CS and CX
  • Define customer value proposition

Who is the course for?

This course is for professionals looking to progress their career and further their understanding of customer experience and customer success strategies, including:

  • early-stage or aspiring customer success and experience management professionals;
  • early career professionals looking for a CRM consultant role;
  • business development and sales professionals;
  • product and marketing professionals whose roles rely on customer data and CX design execution, or who require Salesforce skills and experience.

What software or tools do you need?

During the course we’ll be using the Salesforce Trailblazer platform.

Who will you learn with?

Ghilaine is passionate about allowing people to do their best work and delight others, it being the heart of customer service and success! She has over 20 years experience scaling global service teams

Who developed the course?


FutureLearn is a leading social learning platform and has been providing high quality online courses for learners around the world over the last ten years.

In collaboration with

Salesforce logo

Endorsers and supporters

endorsed by

Coventry University logo

About this ExpertTrack

Learn skills that will enable you to design and implement strategies to improve both customer experience and customer success.

Start learning today - free 7-day trial

After your free trial you can:

  • Pay $39 per month to keep learning online
  • Have complete control over your subscription; you can cancel any time
  • Work at your own pace and set your own deadlines at every stage
  • Only pay while you’re learning; the subscription will cancel automatically when you finish
  • Complete online assessments to test your knowledge and prove your skills
  • Earn digital course certificates and a final award that you can share online, with potential employers, and your professional network
  • Keep access to the content of courses you complete even after your subscription ends

Learning on FutureLearn

Your learning, your rules

  • Courses are split into weeks, activities, and steps to help you keep track of your learning
  • Learn through a mix of bite-sized videos, long- and short-form articles, audio, and practical activities
  • Stay motivated by using the Progress page to keep track of your step completion and assessment scores

Join a global classroom

  • Experience the power of social learning, and get inspired by an international network of learners
  • Share ideas with your peers and course educators on every step of the course
  • Join the conversation by reading, @ing, liking, bookmarking, and replying to comments from others

Map your progress

  • As you work through the course, use notifications and the Progress page to guide your learning
  • Whenever you’re ready, mark each step as complete, you’re in control
  • Complete 90% of course steps and all of the assessments to earn your certificate

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