Curriculum

CX Program Curriculum

The Customer Experience Leadership with AI 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 and equips you with practical strategies, supported by a robust CX Ultimate Toolkit featuring OVER 60 resources, including workshop booklets, team-focused activities, templates, assessments, planning guides, and culture-building tools. Throughout the program, you’ll apply what you learn directly to your organization – culminating in a complete Customer Experience Portfolio with real, actionable solutions.

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.

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Module 1: Introduction to CX

Build a strong foundation by defining customer experience and understanding what differentiates beloved brands from the rest. Explore the elements that create emotional connections, drive loyalty, and influence customer advocacy.

Identify Customer Experience leaders and laggards.
Analyze what makes experiences memorable – or forgettable.
Create a comparison scorecard to evaluate critical CX elements.

Module 2: CX Strategy for Success

Learn how to position customer experience as a core business strategy, not just an initiative. Explore how organizations embed CX into their culture and operations, and how AI and data can enhance decision-making, personalization, and predictive insights.

Develop insights into what a truly customer-centric organization looks like.
Build your CX vision, strategic goals, objectives, and roadmap.
Explore how AI can support CX strategy, engagement, and business impact.

Module 3: Your Customers, Their Journey

Develop insights into what a truly customer-centric organization looks like.
Build your CX vision, strategic goals, objectives, and roadmap.
Explore how AI can support CX strategy, engagement, and business impact.

Module 4: Accelerate & Improve Decisions with Data

Customer experience efforts must connect to real business outcomes. Learn how to link customer perceptions to operational performance, cost savings, and revenue growth using meaningful data and metrics.

Explore leading practices for data-driven CX improvement.
Connect customer insights to business drivers like ROI, churn, and loyalty.
Identify and apply the most relevant metrics for your organization.

Module 5: Customer-Focused Innovation with HEART

Innovate by putting your customers at the center. Using empathy and the HEART framework, you’ll learn how to identify pain points, break through organizational barriers, and design meaningful, customer-driven solutions.

Apply empathy techniques to uncover customer needs and frustrations.
Use HEART to guide innovation from insight to action.
Develop creative solutions that enhance experiences and add real value.

Module 6: Principles of Customer Relationship Building

Customer experience is built on the strength of your relationships. Explore the elements that define trust, engagement, and long-term loyalty, and learn how to manage relationships across the entire customer journey.

Apply modern relationship-building models and frameworks.
Develop a Customer Relationship Maturity Matrix tailored to your organization.
Align CRM, technology, and CX strategies to support relationship growth.

Module 7: Customer First Culture

Great customer experiences start with engaged employees. Learn how to build a culture that prioritizes customers while empowering your team to deliver on your brand promise. You’ll explore how to translate values into consistent behaviors using frameworks like SHAPE to develop strong habits and a culture of service excellence.

Understand the connection between employee experience and customer experience.
Develop habits and behaviors that support a customer-first culture using the SHAPE framework.
Create an AI-powered employee engagement project to bring your culture to life.

Module 8: Navigating Politics of Change

Driving customer experience transformation requires strong leadership and influence. In this module, you’ll bring everything together – connecting CX to business drivers, ROI, and operational execution while building the skills to communicate effectively with the C-suite. You’ll also complete your PASSION Leadership Assessment and Workbook to strengthen your ability to lead with purpose, clarity, and impact.

Connect customer experience initiatives to business drivers, ROI, and operational success.
Build and deliver an executive CX presentation to influence leadership and drive adoption.
Leverage AI tools like the CX Coach to strengthen your strategy, impact, and PASSION action planning.

Capstone Project: Your Customer Experience Portfolio

The program culminates in your own Customer Experience Strategic Plan, developed throughout the course. By integrating your learning across all modules, you’ll create a comprehensive roadmap to operationalize customer experience within your organization.

You’ll leave with a complete Customer Experience Portfolio – equipped with practical tools, strategies, and insights to lead meaningful, lasting change.

The Curriculum