The Curriculum |
The Curriculum |
CX Program CurriculumThe Customer Experience Program meets the same high academic standards of the University of Colorado Boulder, Leeds School of Business graduate programs, with a challenging interdisciplinary curriculum designed to prepare you to analyze, create, and deliver unique customer experiences.
Each module builds your skills, helps you develop strategies, and provides you a full CX Ultimate Toolkit with OVER 60 workshop booklets, team-focused activities, templates, assessments, and planning guides, and culture posters. All to help YOU on the road to immediate success. We develop CX professionals that do extraordinary things for their organizations. Throughout the program, you're encouraged to work on your own projects. By the end of the program, you'll have completed your Customer Experience Portfolio, with real solutions to apply immediately to the challenges in your workplace. |
Module 1CUSTOMER EXPERIENCE INTRODUCTION
Define the concept of Customer Experience. Find out what makes a beloved company and the essential elements that endear these brands to us.
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Module 2CUSTOMER EXPERIENCE STRATEGY FOR SUCCESS
Learn why Customer Experience isn’t a project with a start and end date, and why this isn’t a state of mind – it’s a state of your organization and it starts at the top. Integrating Customer Experience into business strategy, and skillfully executing, leads to enormous rewards. You’ll achieve higher customer engagement, reduced churn, increased revenue, and greater employee satisfaction.
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Module 3YOUR CUSTOMERS, THEIR JOURNEY
Customer Experience Journey Maps are arguably the most important instrument for capturing your customer’s true interactions—emotionally and cognitively—with your company’s brand. Evaluate your customers and their experiences, and use these strategic tools for communications, analysis, planning, management, and innovation.
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Module 4ACCELERATE & IMPROVE DECISIONS WITH DATA
Customer Experience initiatives fizzle quickly if you don’t connect the dots between your customers’ perceptions, touch points, service delivery, cost savings and ROI. Customer churn rates, share of wallet, Net Promoter Scores, average handling times, and cost of acquisition can and need to tie to your bottom line.
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Module 5 |
Module 6 |
CUSTOMER-FOCUSED INNOVATION
Innovating on behalf of your customers doesn’t start with a problem statement – it starts with your customers. Learn to invoke passion through empathy techniques and storytelling, to break through barriers and close the “knowing-doing” gap.
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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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Module 7 |
Module 8 |
CUSTOMER FIRST CULTURE
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NAVIGATING POLITICS OF CHANGE
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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 isn’t “blowing up” the culture you already have – it’s embracing what you have and acting together to make a difference in how customers perceive your brand.
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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 a special leader to navigate these waters and get your entire organization marching to the same drummer. Arm yourself with these indispensable leadership skills.
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LocationLeeds School of Business
University of Colorado, Boulder 995 Regent Drive Koelbel Building 419 UCB Boulder, CO 80309-0419 |
Contact UsMegan Zubovnik - Program Director
Email: megan.zubovnik@colorado.edu Phone: 303.218.3399 |
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