Data-Driven Design for Customer Experience (CX)

Keep pace with fast-moving customer experience (CX) trends with this online course from the University of Cambridge for professionals in customer and user experience, marketing and digital transformation roles.

Drawing on industry insights and proven frameworks honed through extensive research and consulting with companies worldwide, the eight-week course will help you rethink traditional CX practices and design experiences that not only meet but exceed customer expectations.

You’ll learn how organisations can use Artificial Intelligence (AI) to analyse customer experiences, build customer loyalty and develop new data-driven business models. By exploring different technologies and real-world industry examples, you’ll discover how to create highly personalised, integrated and consistent experiences at every stage of the customer journey across multiple channels (digital, physical and social).

Whether you’re aiming to optimise your current strategy or develop new data-driven approaches, this course provides the skills to stay competitive in an increasingly experience-centric marketplace. By the end of the course, you’ll have the confidence to turn data into powerful CX strategies that will help to spark innovation and deliver long-term success for your organisation.

Created with Cambridge Service Alliance,(Opens in a new window) University of Cambridge

Created with IfM Engage(Opens in a new window), part of the Institute for Manufacturing

This course equals 64 hours of the CPD Certification Service(Opens in a new window) time.

This course delves into customer experience (CX) design, exploring trends, frameworks and strategies across different sectors. You’ll learn to manage CX in digital, physical and social realms, craft emotionally engaging experiences, and leverage data analytics to shape transformative, data-driven strategies. With practical tools and insights at your fingertips, you’ll gain the skills to design and pitch innovative CX solutions for your own business.

• Module 1: Future generations of service experience

• Module 2: Omnichannel CX innovation

• Module 3: Designing customer experience journeys

• Module 4: Service experience challenges

• Module 5: Customer delight

• Module 6: Measuring and managing CX using AI

• Module 7: Data-driven business models

• Module 8: Conclusion

By the end of the course you will be able to:

• Describe the industrial trends in developing the next generation of services in the digital age.

• Demonstrate innovation in customer experience at the intersection of digital, physical and social channels.

• Design customer journeys, emotions and touchpoints.

• Produce a delightful customer experience.

• Explain how AI can be used to manage customer experience and measure customer loyalty.

• Develop data-driven business models (DDBM) and digital service offerings.

On successful completion of the course, you’ll receive a certificate from the University of Cambridge, along with valuable Continuing Professional Development (CPD) points and a digital badge to display on your LinkedIn profile. These Cambridge credentials not only showcase your knowledge and expertise, but also demonstrate your commitment to professional development – helping to future-proof your career.

This course is ideal for professionals looking to enhance their understanding of CX and data-driven design, whether they’re refreshing existing expertise or exploring the field for the first time.

• CX, product or marketing managers: Ideal for those who are looking to measure, design and enhance customer experiences.

• UX designers or researchers: Perfect for professionals who are striving to enhance customer journeys and product experiences as well as brand and social engagement.

• Service designers or service operators: Designed for people working with teams to build seamless, customer-focused services.

• Digital or IT professionals and data scientists: Suited to people driving the digitalisation agenda and building digital portfolios and strategies.

• Management or engineering graduates: For those looking to build deeper expertise in CX design and data-driven strategies.

• Entrepreneurs: Perfect for anyone wanting to design customer-centric products and services.

• Business development managers: Ideal for those creating strategies to meet evolving customer expectations.

• Operations managers: Designed for professionals streamlining services and improving customer touchpoints.

• C-suite executives: Suited to those leading data-driven CX transformations to boost organisational growth.

Our flexible, online courses – delivered via a world-leading learning platform – reflect the University of Cambridge experience and values, with low learner-to-tutor ratios and academically rigorous standards.

Our online learning model is designed to help you advance your skills and specialise in emerging areas that address real-world challenges. We will help you build your network through an engaging and impactful learning journey that encourages collaboration with academics and fellow learners.

Courses are delivered in weekly modules, allowing you to plan your time effectively around existing commitments. The assessment criteria will be presented to you at the start of the course, so you can approach your studies with confidence and motivation, knowing exactly what’s expected of you and how to meet those expectations.

Throughout your online learning experience with Cambridge Advance Online, you’ll have digital access to a dedicated course tutor, an expert in the field, who will help steer your learning and provide you with support and guidance every step of the way.