Customer Experience Strategy and Design - Estrategia y diseño de la experiencia del cliente

With the business world rapidly changing, and an increased focus on globalisation, automation and collaboration, it is no longer simply a great product that gives you a competitive advantage.

Businesses are increasingly looking for innovative, memorable and delightful customer experiences to set themselves apart.

This specialisation course in CX Strategy and Design offers practical skills to identify, evaluate and shape consumer needs and develop breathtaking customer experiences for the digital buisness.

BAU offers this intensive online specialisation course in collaboration with RMIT University in Australia with the aim of bringing the methods of this prestigious institution to design professionals in Europe.

Identify and demonstrate the fundamentals of CX
Analyse the expectations of customers while recognising the wide-ranging business factors
Articulate and apply customer journey maps
Examine opportunities for improved experience and business performance
Design solutions for improved CX across the entire business model
Implement CX thinking and approaches into business strategy

Learn about CX strategy and your customers
What is CX?
Know your customers
Milestone: describe your project and conduct and interview

Customer journeys and experiences
Articulate customer pain points (and gain points)
Personas and empathy map
Customer experience map
Project: complete an experience map

Trends and opportunities
CX your business strategy
Identify trends
Identify opportunities
Project: complete your bussines goals, trends and opportunities

Design customer experience solutions
Identify what to design/implement/build
Create a prototype
Test your prototype with customers
Project: complete your future state journey map and test your prototype

Measure your impact
Measure customer experiences
Implement change
Project: Complete an experience map

How to maintain and optimise your CX strategy
Continuous improvement
Future exploration on future trends
Tap into industry experts
Project: project reflection with peers and mentors