Online ExpertTrack in Business & Management

Customer Experience Design for Customer Success

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

Created by

FutureLearnFutureLearn

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In collaboration with

SalesforceSalesforce

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Endorsed by

Coventry UniversityCoventry University

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Discover how to optimise customer experience within the digital economy

The customer experience (CX) management market was already valued at $6.5 billion in 2019 and is expected to grow over 17% per year until 2027. If you want a lucrative and diverse career, growing your knowledge of CX strategies and tools is a great way to capitalise on this growth and offer an increasingly valuable service to businesses across a range of industries

Created in collaboration with Salesforce, this ExpertTrack is designed to do just that. Explore customer journeys, CX design, and how you can optimise experience in order to grow customer loyalty, average spend, and profits.

Develop skills in designing and implementing CX and customer success strategies

You’ll grow your knowledge of CX principles and CSM methodologies. You’ll come to understand the role these play across different business contexts and how to optimise customer value for particular customer segments. You’ll then learn how to develop these CX journeys in order to meet customer value within the context of wider business goals.

Learn how CRM technology can be used to foster better customer relationships and experiences

Grow your understanding of market-leading customer relationship management (CRM) software, Salesforce, and learn how you can use it to put your strategy into practice.

Start or grow your career in a growing CX market

In this era of transformation and digital innovation, barriers for new market entrants across all industries are breaking down and competition is rapidly escalating. With access to multiple digital channels where people can share buying experiences, carry-out research and make key buying-decisions, the consumer is now more empowered than ever before.

By learning how to connect with these customers, how to eliminate pain points, and improve their overall satisfaction, you can help your business pull ahead of the competition for stable, long-term growth.

Content for this ExpertTrack has been adapted from the Customer Experience Management with Salesforce Training Microcredential - if you want to find out more, take a look at the Microcredential which offers smaller cohorts with tutor interactions and academic credit.

Industry statistics

  • Median base salary

    £42,500
  • UK job openings/month

    1,966

Key skills you will learn

  • Customer experience design
  • Customer journeys
  • Customer success management
  • Relationship management
  • CRM technology
  • Salesforce
  • Customer experience management
  • Customer experience strategy

Learning outcomes

By the end of the ExpertTrack, you’ll be able to...

  • Map a customer journey and experience for target customer groups
  • Outline the top-line approach to effective CX design
  • Identify key components and methods of building successful customer relationships
  • Identify technological opportunities to achieve the aspirational experience, focused on the application of CRM technology

Experience required

If you wish to further your career and understanding of customer experience and customer success strategies, this ExpertTrack will equip you to succeed.

No prior experience is required to succeed in this ExpertTrack. Some prior knowledge of customer relationship management, customer success, or CX design would be beneficial but is not essential.

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

Getting started

This ExpertTrack will help you in better understanding the key stages of creating a positive customer-experience. Specifically, it will improve the skills and enhance the employability of:

  • 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.

ExpertTrack course overview

  • Course 1

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

    1 test

    4 weeks

    4 hours per week

    • Week 1

      Introduction to Customer Experience (CX)
      • Welcome to the course
      • What is Customer Experience (CX) and CX design?
      • Value of effective CX Design
      • Wrap-up
    • Week 2

      Design Process
      • Introduction to the end-to-end CX Design Process
      • The design-discipline behind great CX
      • Customer-centricity and empathy
      • Wrap-up
    • Week 3

      Getting to know your customer
      • Introduction to getting to know your customer
      • Crafting customer personas to understand your customer
      • Creating a successful CX vision
      • Data-driven approaches to understand your customer
      • Wrap-up
    • Week 4

      Developing customer empathy
      • Introduction to developing customer empathy
      • Gaining insight to customer needs using empathy maps
      • Wrap-up
  • Course 2

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

    1 test

    4 weeks

    4 hours per week

    • Week 1

      Journey maps and CX Blueprints
      • Welcome to the course
      • Customer journey mapping
      • Blueprinting customer experience
      • Wrap-up
    • Week 2

      Developing a CX strategy
      • Introduction to developing a CX strategy and measuring customer loyalty and satisfaction
      • Articulating an aspirational future state
      • Developing a CX strategy for your customers
      • Wrap-up
    • Week 3

      Process design
      • Introduction to setting your organisation up for operational success
      • Creating a successful plan of action with milestones and deliverables
      • Enabling operational success
      • Wrap-up
    • Week 4

      CX Strategy
      • Introduction to using CX strategy to achieve business goals and objectives
      • Technology-driven success
      • Identifying and managing key stakeholders
      • Wrap-up
  • Course 3

    Learn how to build better customer relationships to ensure long-term business success.

    1 test

    4 weeks

    4 hours per week

    • Week 1

      Optimising CX
      • Welcome to the course
      • Evaluating strategic performance
      • Continuous improvement and the impact of COVID-19 on CX design
      • Driving improvement through ideation
      • Wrap-up
    • Week 2

      Managing customers
      • Introduction to managing customers
      • Building customer relationships
      • Managing customer expectations and challenging or disengaged customers
      • Key components of CRM technologies
      • Wrap-up
    • Week 3

      Customer success
      • Introduction to the fundamentals of customer success
      • How does customer success (CS) support customer experience (CX)?
      • Customer success management and common success models
      • Wrap-up
    • Week 4

      Designing a Customer Success (CS) strategy
      • Introduction to designing a customer success strategy
      • Developing customer success strategies using segmentation and Customer Value Proposition (CVP)
      • Identifying the most valuable tactics for your CS framework
      • Wrap-up

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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How ExpertTracks work

Join an ExpertTrack to master new skills in your chosen specialist area. Work through a series of topic-focused courses at your own pace, and pass the final assessment to earn a digital certificate award which proves your expertise.

Join a free 7-day trial

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Keep learning for $39/month

Pay a monthly subscription fee of $39 for as long as it takes you to complete the ExpertTrack. You can learn at your own pace and cancel at any time.

Earn digital certificates

Receive a certificate for every completed course and pass the final assessment to earn a digital certificate.

Become an expert

Use your specialist training to progress further in your career or build expertise in areas you’re passionate about.

World-class learning with FutureLearn

FutureLearn is jointly owned by The Open University and The SEEK Group and has been providing online courses for learners around the world over the last eight years.

This ExpertTrack is in collaboration with Salesforce

Learn how leading industry technology provider Salesforce drives business success. Throughout the course you will leverage Salesforce within the context of customer success.

This ExpertTrack is endorsed by Coventry University

This ExpertTrack is endorsed by Coventry University and delivered by FutureLearn as a quality professional development programme.

Meet your instructor

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

Learning on FutureLearn

Your learning, your rules

  • Courses are split into weeks, activities, and steps, but you can complete them as quickly or slowly as you like
  • 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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FAQ

ExpertTracks are a series of online courses designed to help you master new skills in specialist areas. You pay a monthly subscription fee which includes access to all courses within the ExpertTrack, as well as assessments and the final digital certificate.

Each ExpertTrack comes with a 7-day free trial period. You may cancel your subscription at any time and your subscription will automatically cancel when you finish the courses and assessments in your chosen ExpertTrack.

Yes. All of our ExpertTracks come with a 7-day free trial. You may claim one free trial period per ExpertTrack.

You have seven days before you will be charged your first monthly subscription fee. When you join an ExpertTrack you automatically receive a 7-day free trial period. You can cancel at any time during the trial period and no payment will be taken from your account.

Please see our full refund policy here.

No, all of our ExpertTracks consist of fully online courses. This means you can take an ExpertTrack from anywhere in the world.

No. ExpertTracks are designed for you to master new skills in a specialist area. You will earn a digital certificate that proves your learning, but it does not carry accreditation.

If you’re looking for certified or accredited courses, many of our microcredentials offer university credit or professional certification.

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