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Customer Experience Design for Customer Success: CX Impact and Strategic Insights

Discover CX design methods and explore the importance of CX in business success.

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  • Duration

    4 weeks
  • Weekly study

    4 hours
  • 100% online

    How it works
  • Included in an ExpertTrack

    Course 1 of 3
  • Get full ExpertTrack access

    $39/monthFind out more

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.


  • 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.

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...

  • 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 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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