Northwestern Medill
Customer Experience Innovation
Acquire the essential skills and frameworks required to lead innovative customer experiences, paving the way for tangible business success.
Starting soon
Start date
05 June 2024
Course duration
6 weeks
Excluding orientation
Language
English
Access resources from start date
Effort
7–9 hours per week
Self-paced learning online
Course overview
The proportion of businesses able to show that customer satisfaction increases lifetime value and drives revenue growth.
Gartner (Jan, 2020).
Digital engagement is a powerful revenue driver and is proven to create future sales opportunities.
Spiegel Research Centre (Jan, 2019).
Duration: 6 weeks (excluding orientation)
Medill at Northwestern University's Customer Experience Innovation online short course aims to broaden your knowledge of the factors contributing to favorable customer interactions. By understanding the significance of these interactions in today's business environment and exploring how dynamic marketing can shape them, you will be equipped to create customized and highly relevant engagement throughout the customer journey.
During the six-week course, you will be introduced to the 5Cs framework: Content, Context, Calibration, Conversion, and Collaboration. The faculty, who will guide you through the course, developed this framework. You will also delve into Marketing Technology (MarTech) and discover how to optimize it along with data analysis to acquire, retain, and expand client relationships more efficiently and effectively. Upon completion of the course, you can align a MarTech strategy with your company's business objectives and a Customer Experience (CX) tool kit to generate measurable business growth.
Is this CX course for you?
This online short course is for any professional who recognizes the importance of turning positive customer experiences into repeat clients who act as brand ambassadors and support business success. If you have existing marketing experience, you will have the opportunity to hone and expand your current capabilities, while exploring the MarTech innovations that shape CX. Industry leaders and senior executives will familiarize themselves with best practices in order to guide their teams and identify realistic opportunities for MarTech implementation. Business leaders and entrepreneurs will develop a functional understanding of how to create a better CX journey to drive the success of their organization.
The importance of customer experience innovation
Customer experience is the new battleground for leading companies. In a world where customers are more connected and empowered than ever before, customer experience innovation has become the key differentiator for companies across industries.
The innovation of customer experience requires a strong understanding of customer needs, preferences and behaviors. This means that customer experience training must be carefully planned and thoughtfully implemented to deliver meaningful results. Through customer experience innovation, organizations can create stronger customer connections, drive higher levels of customer loyalty and ultimately generate greater revenue growth over time.
Create an innovative customer experience strategy
To create an innovative customer experience strategy, businesses need to understand what drives customer engagement and how to use customer data to create relevant, personalized interactions. Marketing technology plays a crucial role in this process, as it provides the tools and data needed to create targeted customer experiences.
Develop a strategic journey for customers
Creating a dynamic customer journey is essential to achieving customer satisfaction. Through this customer experience course, you'll learn how to understand a customer's needs and wants. Businesses can create a customer journey that meets those needs and wants at every touchpoint. CX professionals, consultants and working professionals looking to gain the skills and knowledge needed to create innovative customer experiences can do so through this Customer Experience Innovation online short course from Medill at Northwestern University.
What is meant by customer satisfaction?
Customer satisfaction refers to the level of fulfillment that a customer experiences when using a product or service. It can be measured through surveys, ratings and other forms of feedback, and is often seen as an indicator of overall customer experience quality. Factors such as product performance, reliability, responsiveness and ease of use are all examples.
Course overview
Introduction
Duration: 6 weeks (excluding orientation)
Medill at Northwestern University's Customer Experience Innovation online short course aims to broaden your knowledge of the factors contributing to favorable customer interactions. By understanding the significance of these interactions in today's business environment and exploring how dynamic marketing can shape them, you will be equipped to create customized and highly relevant engagement throughout the customer journey.
During the six-week course, you will be introduced to the 5Cs framework: Content, Context, Calibration, Conversion, and Collaboration. The faculty, who will guide you through the course, developed this framework. You will also delve into Marketing Technology (MarTech) and discover how to optimize it along with data analysis to acquire, retain, and expand client relationships more efficiently and effectively. Upon completion of the course, you can align a MarTech strategy with your company's business objectives and a Customer Experience (CX) tool kit to generate measurable business growth.
Is this CX course for you?
This online short course is for any professional who recognizes the importance of turning positive customer experiences into repeat clients who act as brand ambassadors and support business success. If you have existing marketing experience, you will have the opportunity to hone and expand your current capabilities, while exploring the MarTech innovations that shape CX. Industry leaders and senior executives will familiarize themselves with best practices in order to guide their teams and identify realistic opportunities for MarTech implementation. Business leaders and entrepreneurs will develop a functional understanding of how to create a better CX journey to drive the success of their organization.
The importance of customer experience innovation
Customer experience is the new battleground for leading companies. In a world where customers are more connected and empowered than ever before, customer experience innovation has become the key differentiator for companies across industries.
The innovation of customer experience requires a strong understanding of customer needs, preferences and behaviors. This means that customer experience training must be carefully planned and thoughtfully implemented to deliver meaningful results. Through customer experience innovation, organizations can create stronger customer connections, drive higher levels of customer loyalty and ultimately generate greater revenue growth over time.
Create an innovative customer experience strategy
To create an innovative customer experience strategy, businesses need to understand what drives customer engagement and how to use customer data to create relevant, personalized interactions. Marketing technology plays a crucial role in this process, as it provides the tools and data needed to create targeted customer experiences.
Develop a strategic journey for customers
Creating a dynamic customer journey is essential to achieving customer satisfaction. Through this customer experience course, you'll learn how to understand a customer's needs and wants. Businesses can create a customer journey that meets those needs and wants at every touchpoint. CX professionals, consultants and working professionals looking to gain the skills and knowledge needed to create innovative customer experiences can do so through this Customer Experience Innovation online short course from Medill at Northwestern University.
What is meant by customer satisfaction?
Customer satisfaction refers to the level of fulfillment that a customer experiences when using a product or service. It can be measured through surveys, ratings and other forms of feedback, and is often seen as an indicator of overall customer experience quality. Factors such as product performance, reliability, responsiveness and ease of use are all examples.
What will set you apart
The skills to create a superior customer experience using the 5Cs framework, developed by the Academic Directors.
The ability to leverage data and innovative marketing technologies to efficiently and effectively acquire, retain and expand customer relationships.
A personalized CX tool kit to help your organization drive dynamic customer experiences and deliver business growth.
An understanding of the different techniques for measuring and optimizing customer experience, as well as how to measure your customer experience lifetime value.
Unlimited access to 2U’s Career Engagement Network, offering you exclusive resources and events to support your professional journey and drive your career forward.Course curriculum
Orientation module
Welcome to your Online Campus
Module 1
Driving Customer Experience Along the Customer Journey
Module 2
Contextual Insights and Content Strategy
Module 3
Measuring and Optimizing Customer Experience
Module 4
Dynamic Customer Relationship Management
Module 5
Using a MarTech Strategy to Drive Dynamic Customer Experiences
Module 6
Measuring and tracking ROI of customer lifetime value
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Academic Directors
Vijay Viswanathan
Professor and Associate Dean of Integrated Marketing Communications, Medill School of Journalism, Media, Integrated Marketing Communications at Northwestern University
Frank Dudley
Lecturer, Medill at Northwestern University
About the certificate
Cultivate the capacity to drive impactful customer experiences that drive business growth and earn an official certificate of completion from Medill at Northwestern University.
Assessment is continuous and based on a series of practical assignments completed online. In order to be issued with your digital certificate, you will need to meet the requirements outlined in the course handbook. The handbook will be made available to you as soon as you begin the course.
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Payment options
You can pay your course fees before the course starts, or you may opt for a split payment plan on courses that are nine weeks and shorter. For courses 10 weeks and longer, there is a three-part payment plan available. To find out more about payment options please visit our Payment and Financing page, or contact an Enrollment Adviser, to find out which option you qualify for.
Manage your time
GetSmarter's learning model is designed to help you, as a working professional, improve your skills without compromising on work and family responsibilities. The course work is broken up into weekly, manageable bite-sized modules, with incremental deadlines, designed to help you pace yourself over the duration of the course and allow you the legroom to work when it suits you best.
At the beginning of each module you'll be presented with the course content and assignments necessary for completion. You also have access to your Success Adviser who will help you manage your time, and support you with any administrative or technical queries you might have.
Seek employer assistance
By improving your skills and industry knowledge, you'll have an influence on the success of your organization. Why wouldn't you ask your boss to help you fund your studies if it's going to have an impact on the way you do business?
Of our past students, 37 percent have received financial assistance from their employers. You can ask for help, too. Here is a guide to show you how to request financial assistance from your employer.
If you are a Learning & Development (L&D) manager, or involved in training and upskilling for an organization, you can request information regarding our corporate offering on our GetSmarter for business page.
How to change your start date
As part of our commitment to your professional development, GetSmarter offers you a two-week period to change your course start date or request your money back if you’re not fully satisfied.
To qualify for a deferral of your course start date, or to cancel your enrollment and receive a refund of your course fee, your request would need to reach our Success Advisers before the release of Module 2. For more information, please read our Terms and Conditions.
Discover the Online Campus
The Online Campus will be your virtual classroom for the duration of your course. Through its easy-to-use interface you'll have access to a diverse variety of course content formats including: interactive videos, module notes, practice quizzes, presentations, assignment briefs, and additional web resources.
On the Online Campus, you'll also be able to ask questions and interact with your fellow students and teaching team through the discussion forums. If you are looking for your Online Campus login, please see the list of university partner login pages here.
