Fundamentals of Customer Experience (CX) Design

The modern market demands more than just a good product—it requires an exceptional experience. Learn how intentional design can transform customer interactions into lasting loyalty. This course provides a comprehensive foundation in Customer Experience (CX) design. By mastering essential tools like journey mapping and understanding key metrics, you will gain the skills necessary to analyze existing interactions, identify pain points, and strategically design seamless experiences that drive business value and competitive advantage. What you'll learn: * Understand the foundational concepts of CX, including its strategic importance and relationship to UX and service design. * Practice defining customer profiles and mapping detailed customer journeys across multiple touchpoints. * Learn essential methodologies for collecting and analyzing customer feedback and behavioral data. * Apply core CX metrics (NPS, CSAT, CES) to measure experience quality and quantify improvement efforts. * Design inclusive and accessible omnichannel experiences that ensure consistency across digital and physical interactions. The curriculum begins with essential terminology and the strategic role of CX. We then move into practical applications, focusing on research methods, journey mapping, and the practical frameworks for designing and implementing measurable experience improvements. This course is for absolute beginners, business analysts, product managers, marketers, and anyone interested in improving customer satisfaction and retention. No prior knowledge of design thinking or customer strategy is required. Start designing experiences that turn customers into advocates today.