Customer Experience Design for Customer Success: CX Impact and Strategic Insights
Discover CX design methods and explore the importance of CX in business success.
Duration
4 weeksWeekly study
4 hours
Customer Experience Design for Customer Success: CX Impact and Strategic Insights
The bar for ‘good’ customer service has been repeatedly raised in the competitive digital era, with customer experience (CX) design offering a way for businesses to pull ahead of their competition through better understanding of their customers.
This course offers an introduction to CX design, including the most popular tools within the industry, how to deploy them, and how to understand customer journey maps.
Gain an introduction to CX design
Start your own CX journey by defining the parameters of customer experience design. You’ll outline topline approaches to effective CX designs and review effective tools for creating CX design and bringing CX strategies to life.
Build your understanding of customer journeys
Refining the customer journey is an essential part of CX design and improvements - you’ll define what a journey is and learn to identify key elements of a journey map so that you can see areas to make improvements.
Syllabus
Week 1
Introduction to Customer Experience (CX)
Welcome to the course
Introduction to the first course of the Customer Experience Design for Customer Success ExpertTrack.
What is Customer Experience (CX) and CX design?
You’ll learn what CX is, the importance of CX and its prevalence, key elements, and the business benefits of using effective CX.
Value of effective CX Design
Learn the value generated by effective CX design.
Wrap-up
To complete the week, let’s discuss and recap the learning outcomes for the week.
Week 2
Design Process
Introduction to the end-to-end CX Design Process
An introduction to this week's activities and outcomes.
The design-discipline behind great CX
You'll be introduced to CX design as a design discipline and how to apply a design mindset.
Customer-centricity and empathy
Learn how a customer-centric approach is driven through empathy.
Wrap-up
To complete the week, let’s discuss and recap the learning outcomes for the week.
Week 3
Getting to know your customer
Introduction to getting to know your customer
Welcome to Week 3! Familiarise yourself with the topics for this week.
Crafting customer personas to understand your customer
You’ll learn about the importance of understanding your customers and creating customer personas.
Creating a successful CX vision
You’ll learn how to write a vision statement.
Data-driven approaches to understand your customer
You’ll learn why it’s important to understand your customers. You’ll use company data to gain initial insights, conduct interviews, develop personas, and use empathy mapping.
Wrap-up
To complete the week, let’s recap the learning outcomes for the week.
Week 4
Developing customer empathy
Introduction to developing customer empathy
Welcome to Week 4. Familiarise yourself with the topics that we will cover during this week.
Gaining insight to customer needs using empathy maps
You’ll learn why it’s important to understand your customers. You’ll use company data to gain initial insights, conduct interviews, develop personas, and use empathy mapping.
Wrap-up
To complete the week, complete the graded course test and reflect on what you've learnt.
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...
- Define CX
- Outline the top-line approach to effective CX design
- Identify effective tools for CX
- Define what a journey map is
- Identify key elements of a journey map
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
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
Endorsers and supporters
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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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