The Curriculum
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The Curriculum
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Customer Experience Program CurriculumCustomer Experience is multi-faceted and relies on the strong relationships you build with your customers. The Customer Experience Certificate Program meets the same high academic standards of the UCSB PaCE | Extension graduate programs, with a challenging interdisciplinary curriculum designed to prepare CX professionals to excel in their field.
Roll up your sleeves to solve real-world challenges and use practices developed by top companies while learning on line at your own pace. |
Module 1YOUR Customer Experience Strategy
Learn how creating a compelling customer experience strategy can lead to a competitive advantage in the market. When introducing a customer-centric culture to your organization, you’ll need leadership buy-in. The UTC CX Certificate Program provides a blueprint for discussions with senior management. We focus on the benefits of CX, achieving a higher level of customer engagement and loyalty, reducing churn, and increasing revenues and ROI.
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Module 2YOUR Customers, THEIR Experience Journey
Learn how to craft Customer Experience Journey Maps to understand your customers’ complete journey with your company and the personas of those customers who are using your products and services. The Journey Map is perhaps your most important tool for capturing your customer’s actual experiences with your brand. Study and analyze your customer’s interactions, emotionally and cognitively, with your company. Discover how to use these strategic tools for communications, analysis, planning, management, and innovation.
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Module 3Customer-Focused Innovation
The bar for Customer Experience has been raised. Savvy companies are adopting innovation and new technologies to keep pace with the consumer’s expectations. Customer-Focused Innovation is a blend of theory, practice, strategy, and invention. CX innovation doesn’t start with a problem statement; it begins with your customer. Learn techniques to break through the culture barrier at your company.
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Module 4Customer First Culture
Today, the customer is almighty. Now is the time to educate yourself and your workforce to create a customer-first culture that positions you for the greatest, long-term success. This strategy isn’t about “blowing up” your current culture; it’s acting together to make a difference in how your brand is perceived.
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Module 5 |
Module 6 |
Principles of Customer Relationship Building
Customer Experience is multi-faceted and relies on the strong relationships you build with your customers. Use the Customer Relationship Development Model to identify and define core elements to build relationships and improve overall experiences. Through collaboration and ideation, you create a maturity matrix specifically for your business.
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Customer Experience Functional Alignment
Show the value of customer experience strategies and programs and the benefits directly to business operations and profits to ensure success. Collaborate with peers and other disciplines to implement programs that benefit your customers while meeting financial and operational commitments.
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Module 7 |
Module 8 |
Accelerate & Improve Decisions with Data
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Customer Experience in your Organization-Navigating Politics of Change
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Inform your CX Decisions with data. An effective Customer Experience initiative requires that you connect the dots between your customers’ brand perceptions. All data needs to be readily available in one place. The customer will access your company through various touchpoints; however, whichever department is interacting with your customer needs to see this as one conversation. To ensure your ROI, customer churn rates, share of wallet, Net Promoter Scores, average handling times, and cost of acquisition, all need to tie to your CX program.
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Change is hard, people are resistant, and the market is becoming more fiercely competitive every day. Organizations must quickly evolve or be left behind. It takes an exceptional leader to navigate these waters and get your entire organization marching to the same drummer. Arm yourself with these essential leadership skills.
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LocationCustomer Experience Program
2160 Kerr Hall University of California Santa Barbara, CA 93106-1110 |
Contact Us |
Customer Experience Certificate
at the University of California Santa Barbara Professional and Continuing Education | Extension powered by the Zschool |