Online learning from an accredited institution
Customer Experience (CX)
In today’s world, customer experience (or CX) is paramount to a business’s success. In this course you will learn how to take the customer's experience with your brand to the next level, putting them first and understanding how they are unique. You’ll be taught everything from CX strategy to how to ethically use AI to improve your customers experience and everything in-between. In the words of Shep Hyken, “A brand is defined by the customer's experience. The experience is delivered by the employees.” With this online short course, you can use the very latest skills and knowledge to rise above the competition.
“Absolutely loved my Red & Yellow online course! I did it all the way from the Netherlands while working full time so it’s definitely possible to do it in between your normal tasks. The team is super supportive and understanding if you need more time to complete specific assignments. Would definitely recommend!”
Noluyanda Nolu Roxwana
Campaign Manager at Studyportals
Learn the intricacies of CX and take your company to the next level.
Learning the intricacies of customer experience will be the difference between a good company and a great company. Learn the difference here at Red & Yellow and transform your company for the better.
This 12-week course will teach you everything you need to know about customer experience and how to improve it tenfold. This course is perfect for marketing and customer relations professionals, business leaders, and human-centered design enthusiasts. With this course you will learn to have more meaningful engagements with your customers.
What you’ll learn
- Expertly navigate the CX ecosystem – the customer journey and all touchpoints and environments where customers interface with a brand
- Apply sound leadership principles to move mindsets and drive positive CX and employee experience (EX)
- Map out a CX strategy with consideration of the intersection between CX and EX
- Demonstrate insight into customer personas and pain points; and map customer journeys accordingly
- Design exceptional CX systems and processes
- Use key metrics reflexively to drive continuous improvement of CX
- Harness the potential of AI in better understanding and positively shaping CX
Red & Yellow courses are made to future-proof your career
Our courses are designed to accelerate opportunities and give a boost to your CV. Top businesses across industries recognise Red & Yellow graduates as having the practical skills and the theoretical background to hit the ground running with confidence and creative flair.
Course curriculum:
CX contextualized
This module contextualises CX and distinguishes between CX and customer service. It also illustrates the CX ecosystem and differentiates between CX, user experience (UX), user interface (UI), and employee experience (EX). Module 1 makes a business case for CX and sets the scene for further exploration in the modules to follow.
CX and leadership
This module sets the tone for the remaining modules in emphasising the critical importance of leadership in driving positive CX. Learn the leadership principles and adopt the mindset to power CX at organisational and departmental level.
CX and strategy
In this module, you will learn how to set CX objectives, how to link these with larger business objectives and brand values, and how to set about achieving these strategic goals. Learn about the importance of setting a CX intention as a segue into customer journey mapping and CX design.
Where CX and EX intersect
Motivated employees are more likely to deliver exceptional CX. This module explores the touchpoints between good Employee Experience (EX) and CX, and highlights ways in which strategy should consider the life-world of employees in support of positive CX.
CX Journey Mapping
In this module, you will explore customer personas and learn how to map the customer journey for each of these, based on an understanding of customers’ needs, and pain points and behaviours throughout their interaction with the brand.
CX Design
In this module, you will apply insights gained from customer journey mapping to the design of customer experiences. Discover the human-centred design process and use design thinking methodology in the construction of actual customer experiences in the private and public sectors, as well as civil society, including NGOs.
CX Metrics
This module will show you how to measure the effectiveness of CX design. Learn to analyse CX metrics to power continuous CX improvement. Master metrics such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES).
AI for CX
Discover the role that Artificial Intelligence (AI) plays in constructing customer experiences. Explore machine learning and natural language processing, and apply knowledge gained to the analysis of customer data. Discover hyper-personalisation and chatbots and learn how these may be used ethically for improved CX.
Meet your team:
This course was created by, and benefits from, our full-time lecturers’ years of experience in the field – both in lecturing and in industry. They know how to nurture talent and bring out the best in students, resulting in many award-wins over the years.
About Red & Yellow
Creative thinking is the most important skill. Artificial Intelligence and robots are going to replace some of the jobs we know today.
Red & Yellow is the business school where talented people go to develop the career skills they need to thrive in this digital world.
R&Y unlocks creative thinking to build brilliant careers and organisations using Commercial Logic and Creative Magic.
We are vision-led and values-driven and we are developing the next generation of changemakers, creators and innovators.
We believe creative thinking is the most important skill of the future and it must be supported by uniquely human abilities such as leadership, adaptability and social intelligence.
We are a Creative School of Business that provides you with the commercial logic to grow successful organisations and more importantly the creative magic to set them apart.
We are teaching the great creators, inventors, leaders and entrepreneurs for the 21st Century.
We will be the most creative business school in the world.
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