Get updates on Eligibility, Admission, Placements Fees Structure
Quick Facts
| Medium Of Instructions | Mode Of Learning | Mode Of Delivery |
|---|---|---|
| English | Self Study | Video and Text Based |
Course Overview
According to a Gartner report, 75% of organizations can demonstrate that customer happiness enhances value proposition and promotes sales growth. Customer Experience Innovation online course is intended to broaden the awareness of what motivates customer engagements, allowing students to investigate why these connections are critical in today's corporate environment and explain how they may be changed through evolutionary success.
In the 6 weeks course, students will get the chance to apply the 5C’s methodology of Northwestern Medill (Context, Content, Calibration, Collaboration and Conversion) under the supervision of professional instructors. The Customer Experience Innovation training assists candidates in developing meaningful and tailored interactions at each stage of the customer experience.
The Customer Experience Innovation syllabus delves into marketing technology (MarTech) and explains how to use it in conjunction with analytics to acquire, keep, and develop customer relationships more effectively and efficiently. After completing this course, applicants will be able to connect a MarTech approach with their organization's strategic management and produce quantifiable business growth using a toolset of customer experience (CX).
The Highlights
- Online learning
- 7-9 hours per week
- Course provider Getsmarter
- Projects and assessments
- Northwestern University offering
- Shareable certificate
- 6 weeks duration
- Self-paced learning
- Downloadable resources
- Split option of payment
Programme Offerings
- Offline resources
- Case Studies
- online learning
- quizzes
- video lectures
- Live polls
- Self-paced learning
- Infographics
Courses and Certificate Fees
| Certificate Availability | Certificate Providing Authority |
|---|---|
| yes | Medill School of Journalism, Media, Integrated Marketing Communications, Evanston |
Fee type | Fee amount in INR |
Customer Experience Innovation fees | Rs. 174,528 |
Eligibility Criteria
Certification Qualifying Details
To qualify for the Customer Experience Innovation certification, Participants must finish all necessary teaching models as well as deliver all the relevant projects and assignments. Students will also be expected to participate in learning activities such as quizzes, case studies, live polls, surveys, and so on. Applicants must satisfy all of the requirements stated in the coursebook in order to be certified.
What you will learn
After completing the Customer Experience Innovation online training, Entrants will gain the ability to use the 5Cs framework of Northwestern Medill to produce a great customer experience and the ability to match a MarTech approach with broader company objectives. Learners will also gain the capacity to use data and new marketing technology to acquire, keep, and develop client connections in an efficient and effective manner and a customized CX toolkit to assist the firm in generating dynamic consumer experience and driving business growth. Students will get a grasp of different risk management approaches for evaluating and improving customer service, as well as how to calculate the value proposition of the consumer experience.
Who it is for
- Professionals who aim to improve the customer experience in order to increase customer loyalty and retention.
- Those who are currently in the marketing sector and want to improve their skill set, learn about the newest technological innovations influencing customer experience (CX).
- Managers who want to learn how to advise their teams using the latest developments in digital customer experience should attend this course.
- Entrepreneurs and business owners who wish to gain a practical grasp of CX in order to utilize it for the overall success of an organisation.
Admission Details
To get admission to the Customer Experience Innovation course for beginners, follow the steps mentioned below:
Step 1. To open the official course page, follow the given link (https://www.getsmarter.com/products/northwestern-university-customer-experience-innovation-online-program)
Step 2. To start the registration process, click the ‘Register Now’ button available on the course page
Step 3. Read the terms and conditions, agree to continue
Step 4. Fill in the personal details to create an account on Getsmarter for further reference
Step 5. Provide the sponsor information and billing address
Step 6. Pay the program fee and start the online class
The Syllabus
- Discuss the role that customer-centricity plays in a dynamic marketing
- Recognize how dynamic marketing has evolved from traditional marketing
- Identify how to drive customer experience by using the 5Cs capabilities framework
- Apply the 5Cs framework to determine the role that customer experience plays in a dynamic marketing approach
- Determine the impact that the customer journey has on lifetime customer experience value
- Determine how content is driven by contextual insight
- Identify the types of consumer needs and how these are determined by context
- Recommend a channel and a message for a brand by considering how context and content inform the customer journey
- Investigate how content delivery platforms allow for the generation of personalized content
- Review how qualitative and quantitative data facilitates the next-best-action for the customer
- Identify customer and business conversion metrics along the customer journey
- Conclude how a brand can utilize metrics to optimize the customer journey
- Determine how calibrating the customer journey optimizes customer experience
- Determine the ways in which collaboration can enhance customer experience and increase the customer lifetime value
- Identify how service presents an opportunity for customer engagement
- Deduce the types of information an organization requires in order to acquire, retain and expand customer relationships
- Investigate how to drive positive user-generated content and mitigate the effects of negative customer feedback
- Determine how to align a MarTech strategy with overall business goals
- Identify how the 5Cs capabilities framework can be enabled by MarTech
- Assess how a MarTech strategy can address a business problem by strengthening the 5Cs
- Investigate how the six capabilities of MarTech support both the customer journey and business strategy
- Determine how developing a customer engagement index can increase the customer lifetime value
- Review how the 5Cs capabilities framework drives lifetime customer value
- Develop your own personal customer experience toolkit
- Reflect on how the 5Cs capabilities framework can be applied in your own context
Instructors
Medill School of Journalism, Media, Integrated Marketing Communications, Evanston Frequently Asked Questions (FAQ's)
Everything linked to a business that influences a customer's attitudes and sentiments about a product or service is referred to as customer experience.
Perceptual and sensory are the 2 kinds of experience.
Meeting and exceeding expectations is the main part of providing excellent customer service.
People first attitude, professionalism and patience are the 3 Ps of customer service.
The Customer Experience Innovation course provided by Northwestern University is one of the best courses in customer experience.