Course Objectives

• To develop an understanding about the fundamentals of Designing User/Customer Experience

Learning Outcomes

• Will be able to do customer journey mapping

Course Syllabus

Module: I (8 hours)

Converging on a common definition for Designing User/Customer Experience (UX/CX)

• Examine Branding activities through the lens of Customer Experience
• Classify the diversity of CX and Branding profiles in an organization
• Overcome the common pitfalls when mapping your Customer Journey

Module: II (17 hours)

Branding and Customer Experience

• Apply Customer Journeys to map out Branding Activities
• Align brand guidelines across all customer touchpoints
• Analyze and quantify your Customer Experience
• Examine how, why and where branding efforts can break down during a Customer Journey
• Evaluate the Brand's reflection in Purchase, Use and Customer Service
• Using Behavioral Economics concepts to prioritize your efforts to align CX
• Apply the Value Proposition Canvas to build empathy with Colleagues
• Show the relationship between Employee Experience and a great CX
• Analyze and mitigate the risks of outsourcing on CX
• Illustrate the impact of ethics on your customer experience

Reading Link –

https://www.mckinsey.com/business-functions/operations/our-insights/designing-and-starting-up-a-customer-experience-transformation

Session Plan

Session 1

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Session 2

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Case Studies

To create own Customer Journey Map

Case Studies