Customer Experience Program Curriculum
Customer 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 Rutger's 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. |
Module 1: Customer 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 2: Your 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. Discover your customers and their experiences, and use these strategic tools for communications, analysis, planning, management, and innovation.
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Module 3: Customer-Focused Innovation
Customer-Focused Innovation is the perfect blend of theory, practice, strategy and invention. Innovating on behalf of your customers doesn’t start with a problem statement – it starts with your customer. Learn to use empathy techniques to break through the culture barrier at your company, and close the “knowing-doing” gap.
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Module 4: Customer 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, longest-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 your brand is perceived.
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Module 5: 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 6: Customer Experience Functional Alignment
Show the value of customer experience strategies and programs and tie the benefits directly to business operations and profits to ensure success. Collaborate with peers and organizations to implement programs that benefit your customers while maintaining financial and operational commitments.
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Module 7: Accelerate & Improve Decisions With Data
Customer Experience initiatives fizzle quickly if you don’t connect the dots between your customers’ perceptions, touchpoints, 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 and to get the “yes” vote from your C-suite.
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Module 8: Navigating Politics Of Change
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. Are you ready? Arm yourself with these indispensable leadership skills.
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Capstone Project The Customer Experience Portfolio
During the program, you’ll work on your capstone project to apply your learnings toward a real or hypothetical real world problem that you will solve during the 8 module program. By the end of the class, you will have completed your very own Professional Customer Experience Portfolio.
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To learn more about how the CX@Rutgers Certificate program helps executives drive real business results, contact us to request information or call 1.844.669.7884 to speak with a program counselor.