Online Microcredential in Business & Management

Customer Experience Design

Create loyal customers and increase your revenue with CX design techniques that drastically improve your customer experience.

Created by

Swiss Education GroupSwiss Education Group

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Co-created by

Swiss Hotel Management SchoolSwiss Hotel Management School

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Endorsed by

The Dorchester CollectionThe Dorchester Collection

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Develop a customer experience strategy that puts you above the industry standard

A recent study by Info Quest CRM shows that “a totally satisfied customer contributes 2.6 times as much revenue as a somewhat satisfied customer, and 14 times as much revenue as a somewhat dissatisfied customer.”

A positive customer experience is critical for business growth in a competitive industry. A happy customer is more likely to return, as well as promote you through word-of-mouth marketing – both key ways for increasing your revenue.

On this professional certificate, you’ll identify how to improve your customer experience design skills to help boost engagement and improve value creation.

You’ll learn how to move away from current stagnated industry strategies so you stand out to your customers with a personalised service that delivers high customer satisfaction.

Take a customer-centric approach for competitive positioning to grow your business

Putting the customer first, you’ll find out how to embrace innovation and a customer-centric business model as the key to success.

You’ll develop the leadership skills required to implement this customer-focussed strategy and discover how you can create a company culture where teams put customers at the core of their work.

With this ethos in place, you’ll discover how to design your product and service with a customer-centric approach.

You’ll also examine different strategies such as standardisation and personalisation to understand how you can place yourself above your competition. You’ll use different business models such as Blue Ocean Strategy and Castle & Fish to help you stand out from your competitors and navigate on uncontested marketplaces.

Boost customer engagement by analysing consumer behaviour

Positioning the customer at the heart of your business, you’ll delve into consumer behaviour to help you drive decisions and for optimal value creation.

You’ll understand how to adjust your business to consumers’ ever-changing expectations to increase your profits and further gain a competitive advantage.

Through an in-depth analysis of global trends and by understanding the link between customer segment, customer profile, customer behaviour, and generational needs, wants, and expectations, you’ll learn how to build differentiation experiences for a more targeted approach.

Learn from the experts at the Swiss Education Group

This professional certificate from the Swiss Education Group will equip you with the leadership and entrepreneurial skills that are highly sought after in the hospitality industry and beyond.

With over 40 years of experience in hospitality management and culinary arts education, the Swiss Education Group will provide you with expert advice to help accelerate your career.

Will I receive a certificate in Customer Experience Design?

Throughout the professional certificate, you’ll take part in tasks and tests to help demonstrate your understanding and reinforce your skills.

You’ll also complete short portfolio tasks that you’ll receive feedback on to help you prepare for a final assessment, which will be graded by your tutor. Upon successful completion, you’ll receive your certificate.

How can I apply customer experience journey design to my business?

You’ll be given the tools to design a full customer journey for a selected property to see different growth models in action. This will help you identify the models that will work for your business.

Is this certification suitable for experienced hospitality professionals?

This certification is suitable for anyone who wants to develop and improve their managerial skills within the hotel and hospitality industry and it can be expanded to other industries such as retail, service, and finances. Whether you’re a middle, senior, or an executive-level manager, you’ll be able to put the skills you learn to use immediately in your workplace.

Does this professional certificate cover how to create and improve customer experience?

Yes, you’ll learn how to implement different strategies to help you improve your customer experience. The course starts right at the beginning by identifying current industry standards, helping you move away from the uninspiring and instead, creating stand-out and engaging customer experiences.

What skills will you learn?

  • Customer experience
  • Customer journey
  • Customer strategy
  • Value creation
  • Consumer behaviour

What you will achieve

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

  • Explore innovation and a customer centric business model as the key to success
  • Innovate and build differentiation experiences through an in-depth analysis of global trends
  • Adjust your business to consumers' ever-changing expectations to increase your profitability and to apply the balanced scorecard to customer experience journey design
  • Analyse successful international business models and identify their unique selling points
  • Understand the link between customer segment, customer profile, customer behaviour and generational needs, wants, and expectations
  • Design your product and services with a customer-centric approach
  • Optimise businesses by listening to each segment’s identified demand
  • Develop a company culture where leadership and teams put customers at its core

Are you eligible for this microcredential?

This professional certificate is for middle, senior, and executive management who would like to develop and improve their managerial skills.

Is this microcredential right for you?

There are no requirements to join this professional certificate however it will most benefit you if you are already in a managerial position.


What happens before, during, and after your microcredential

  • Course 1

    From 23 Aug 2021

    Customer Experience Design: Competitive Positioning

    Discover how successful companies in the world find their elements of differentiation and the key to sustainable business success

    5 weeks

    3 hours per week

  • Course 2

    From 27 Sep 2021

    Customer Experience Design: Taking a Customer-Centric Approach

    Uncover the business value of knowing, empathising and understanding your customers.

    5 weeks

    5 hours per week

  • Course 3

    From 1 Nov 2021

    Customer Experience Design: Developing a Customer Journey

    Learn how to create an innovative customer journey for your business to increase revenue.

    5 weeks

    5 hours per week

What is a microcredential?

Microcredentials are designed to upskill you for work in rapidly-growing industries, without the time and cost commitment of a full degree. Your microcredential can stand alone as an independent credential, and some also offer academic credit to use towards a degree.

Learn online with expert instructors

Complete online courses led by experts over 12-16 weeks with a dedicated group of professionals.

Complete project-based assessments

Test your understanding with online tutor-marked assessments and exercises.

Earn a professional credential

Finish your learning and pass your assessments to gain an accredited credential.

Advance further in your career

Use your microcredential as evidence of your specialised skills and progress further in your industry.

Career-focused learning by Swiss Education Group

Swiss Education Group is Switzerland’s largest private hospitality educator and has its headquarters in Montreux (Switzerland), with additional offices in the Americas and Asia.

Career-focused learning by Swiss Hotel Management School

With nearly 40 years of experience in hospitality management and culinary arts education, and rooted in the Swiss tradition of hospitality, Swiss Education Group is committed to equipping tomorrow’s professionals with the leadership and entrepreneurial skills highly sought after in the hospitality industry and beyond.

This microcredential is endorsed by The Dorchester Collection

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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When would you like to start?

We aim to run our microcredentials every few months. Join on the date that suits you or register to hear from an enrolment advisor about future runs and updates.

Speak to an advisor

Not sure if this microcredential is right for you? Fill in your details below and one of our enrolment advisors will be in contact to provide you with the information you need to make a decision.

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We can accept payments made by card (Visa, Mastercard and American Express) or PayPal via our online system.

You will have 14 days from the day the course starts to apply for a refund. You can find more information in our cancellation and refund policy.

Microcredentials are designed to fit around your life and timezone.

There may be live events as part of your studies, but these will be recorded and can be watched afterwards if you aren’t online for the live broadcast.

No, microcredentials are designed to be taken anywhere in the world. You won’t need the right to study in the country where the university offering the microcredential is based.

Want to know more? Read the microcredential FAQs, or contact us.