About this Course
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100% online

Start instantly and learn at your own schedule.
Flexible deadlines

Flexible deadlines

Reset deadlines in accordance to your schedule.
Intermediate Level

Intermediate Level

Hours to complete

Approx. 11 hours to complete

Suggested: 2-3 hours/week...
Available languages

English

Subtitles: English
100% online

100% online

Start instantly and learn at your own schedule.
Flexible deadlines

Flexible deadlines

Reset deadlines in accordance to your schedule.
Intermediate Level

Intermediate Level

Hours to complete

Approx. 11 hours to complete

Suggested: 2-3 hours/week...
Available languages

English

Subtitles: English

Syllabus - What you will learn from this course

Week
1
Hours to complete
4 hours to complete

Converging on a Common Definition for CX

...
Reading
11 videos (Total 61 min), 4 readings, 1 quiz
Video11 videos
CX All Around Us: Public Transport2m
CX and Branding Teams: Titles, Scope and Organizational ¨Fit¨2m
The CX ¨Tower of Babel¨6m
Towards a More Complete CX Definition4m
Making Sense of Variations of CJMs3m
Customer Journey Mapping from an Expert: Beatriz Macarrón, Strategy Director, Garaje de Ideas19m
The Context of ¨Why¨: The Value of Contextual and Observational Research5m
So Many Touchpoints...5m
It's All About Alignment (Part 1)3m
It's All About Alignment (Part 2)5m
Reading4 readings
Required Reading: The CX Tower of Babel: What CX Descriptions Tell Us About Corporate CX Initiatives10m
Required Reading: When and How to Create Customer Journey Maps10m
Required Reading: Common Pitfalls of Customer Journey Mapping10m
Recommended/Optional Readings/Resources10m
Week
2
Hours to complete
2 hours to complete

Customer Journeys as the Lens for Brand Experience

...
Reading
10 videos (Total 57 min), 4 readings, 1 quiz
Video10 videos
Mapping Branding Activities in the Context of Customer Journeys2m
Aligning Brand Strategy with an Expert: Luis Villa - Strategy Director at Fjord - Accenture Interactive14m
Evaluating the Contribution of Branding to CX1m
Brand Guidelines and Their Impact on CX From an Expert: Leslie Andrachuk - Co-Founder of Alpha Woman13m
The Reality of Brand Guidelines4m
Brand Guidelines: Getting Your Colleagues to Pay Attention4m
Branding Strategy Orphans4m
Why CX Metrics Projects Miss the Mark3m
Why You Should Do CX Metrics Projects Anyways4m
Reading4 readings
Required Reading: Packaging and Branding10m
Required Reading: CX Measurement Strategies10m
Required Readings: CX Dashboards10m
Recommended/Optional Readings10m
Quiz1 practice exercise
Quiz 2
Week
3
Hours to complete
2 hours to complete

Aligning Brand and Customer Experience across all touch points

...
Reading
10 videos (Total 65 min), 6 readings, 1 quiz
Video10 videos
Brand Messaging Confronts the Real World4m
Death by 1000 CX Papercuts4m
User Experience, Customer Experience, and the Relationship to Brand4m
Why Product Teams Hate Branding Projects4m
How Branding Projects Can Find Peace with Product Teams From an Expert: Julien Bouvet - Senior UX Designer, Axance13m
Why Customer Service Gets Pulled in Different Directions4m
Call Centers and Their Impact on Brand From an Expert: Ger Doyle - Global Head of Customer Operations, Roche Diabetes Care14m
Don't Let the Chatbot Project be an IT Project5m
What Behavioral Economics Tells Us About Where to Focus Our CX Efforts6m
Reading6 readings
Required Reading: A Fine is a Price10m
Required Reading: Customer Experience vs User Experience: Why the Difference Matters10m
Required Reading: UX Research and Market Research10m
Required Reading: Building a Brand Through Customer Support10m
Required Reading: Building Brand Touchpoints10m
Recommended/Optional Readings10m
Quiz1 practice exercise
Week 3
Week
4
Hours to complete
2 hours to complete

CX relationship with Employee Experience, Outsourcing and Ethics

...
Reading
10 videos (Total 46 min), 10 readings, 1 quiz
Video10 videos
Using a Value Proposition Canvas to Increase Team Alignment5m
What is Employee Experience and Why Does it Matter?5m
Understanding Where Your Colleagues are Losing the Brand Message4m
What Drives a Company to Outsource Customer Touchpoints?4m
The Hidden Costs of Outsourcing Customer Research4m
Outsourcing Continued: How to Mitigate the Risks6m
Ethics Matters Part 1: Where is Your Ethical Line?6m
Ethics Matters Part 2: Using Customer Data for CX6m
Some Final Words From Michael1m
Reading10 readings
Required Video: Value Proposition Canvas Explained by Alex Osterwalde10m
Required Readings: Employee Journeys10m
Required Video: RSA ANIMATE: Drive: The surprising truth about what motivates us10m
Required Reading: How Business Partners Affect the CX with your Brand10m
Required Reading: The biggest mistake companies make contracting market research10m
Required Reading: Market Research Experts Reveal The #1 Biggest Mistake Companies Make When Contracting Out Market Research10m
Required Reading: The misuse of data10m
Required Reading: How does the Perceived Ethicality of Corporate Services Brands Influence Loyalty and Positive Word-of-Mouth? Analyzing the Roles of Empathy, Affective Commitment, and Perceived Quality10m
Required Reading: Learn How Anecdotal Evidence Can Trick You!10m
Recommended/Optional Readings10m
Quiz1 practice exercise
Week 4

Instructor

Avatar

Michael Thompson

Professor
Department of Human Sciences and Technology

About IE Business School

IE Business School is an internationally recognized business school where the leaders of tomorrow shape their ideas and learn to become global citizens. For over 40 years, IE Business School has promoted innovation and change in organizations, equipping managers with an entrepreneurial mindset that generates employment, wealth, and social well-being. Regularly featured among the top business schools in the world, IE Business School has an urban campus in Madrid and a faculty of more than 400 professors who teach students from approximately 90 countries in its undergraduate and master programs. IE uses innovative online, face-to-face, and blended learning formats, including the IE Communities Platform where knowledge and experiences are exchanged with over 50,000 IE graduates that currently hold management positions in more than 100 countries worldwide....

Frequently Asked Questions

  • Once you enroll for a Certificate, you’ll have access to all videos, quizzes, and programming assignments (if applicable). Peer review assignments can only be submitted and reviewed once your session has begun. If you choose to explore the course without purchasing, you may not be able to access certain assignments.

  • When you purchase a Certificate you get access to all course materials, including graded assignments. Upon completing the course, your electronic Certificate will be added to your Accomplishments page - from there, you can print your Certificate or add it to your LinkedIn profile. If you only want to read and view the course content, you can audit the course for free.

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