Customer Experience Strategy & Fundamentals Micro-Certificate

Ready to transform business outcomes through the power of experience? This micro-certificate equips you with the strategic mindset and practical skills to define, map, and measure the customer journey, driving loyalty and business growth.

You’ll dive into the core principles of Customer Experience (CX), distinguishing it from user and product experience, and understanding its critical role in today's competitive landscape. You’ll explore the entire customer lifecycle, learning to create effective customer journey maps that visualize workflows and identify pain points. Finally, you’ll get hands-on experience with the data side of CX, mastering key performance indicators like Net Promoter Score (NPS) and Customer Effort Score (CES) to evaluate success and implement strategies that enhance customer satisfaction.

This micro-certificate includes 3 micro-courses:

• Foundations of Customer Experience: Define CX in contrast to UX and product experience and explain its significance within modern business environments.
• Customer Journey Mapping: Describe the stages of the customer journey and illustrate the mapping process to visualize and improve the customer experience.
• CX Metrics and Strategies: Define and measure key metrics—such as NPS and CES—and utilize contemporary tools to analyze business outcomes and enhance satisfaction.

🧠 Some of the skills that you will gain are:

Customer Experience Strategy, Customer Journey Mapping, CX Metrics, Net Promoter Score (NPS), Customer Effort Score (CES), KPI Analysis, Customer Satisfaction, Business Strategy

🏆 Competencies:

• Explain the concept of customer experience (CX) and its importance in business environments.
• Describe and illustrate the stages of the customer journey.
• Define and measure key CX metrics and apply CX strategies to enhance customer satisfaction and business outcomes.

🎯 Learning Objectives:

1. Define customer experience in contrast to concepts like user experience and product experience.
2. Explain the importance of CX within business environments.
3. Describe the stages of the customer journey.
4. Illustrate the customer journey mapping process and purpose.
5. Define key KPI metrics associated with CX, including Customer Effort Score (CES), Net Promoter Score (NPS), and customer satisfaction.
6. Utilize CX measurement tools to analyze business outcomes.
7. Explore CX strategies to enhance customer satisfaction.
8. Explore contemporary tools and systems for managing CX.

This introductory-level business certificate is the perfect first step in moving forward in your career.