Curriculum

2 credits
This course is designed to provide students with an understanding of the characteristics and benefits of being a customer-centric organization and the role this plays in developing a foundation for effective customer experience management.

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2 credits
This course is designed to provide students with an understanding of the fundamental principles of effective organizational design on creating a customer-centric organization, as well as the utilization of tools to institute effective organizational change toward the same goal.

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2 credits
This course is designed to provide students with a fundamental understanding of the theoretical principles and frameworks used to understand how consumer decisions are made and experiences and relationships are evaluated and to apply them to real-world situations.

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2 credits
This course is designed to provide students with the practical techniques for designing and executing qualitative research and the data analysis necessary to accomplish research objectives formulated to address customer and employee experience objectives and strategies.

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2 credits
This course provides the tools and techniques to synthesize and analyze qualitative data relative to the customer and employee and their journeys, including jobs to be done, empathy mapping, customer personas and journey mapping.

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2 credits
This course provides students the tools and techniques to identify and rectify underlying processes, behaviors and technologies that inhibit an organization’s ability to effectively deliver a positive experience, including root cause analysis and service blueprinting.

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2 credits
This course is designed to provide students with the skills necessary to cultivate a culture of innovation and creativity within a customer-centric organization.

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2 credits
This course is designed to provide students with the skills necessary to align customer experience management strategies with business objectives and key performance indicators.

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2 credits
In this course students utilize personas, journey maps, storyboards and service design tools to create impactful customer and employee experiences in the physical and digital realms.

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2 credits
This course is designed to provide students with an understanding of the purpose, benefits, intricacies and importance of the digital customer experience to business operations, as well as an overview of methods, methodologies, deliverables and artifacts, and to lay a sound foundation for experience design strategic acumen.

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2 credits
This course addresses the recruitment, selection, onboarding, development and retention of employees in customer-centric organizations.

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2 credits
This course is designed to provide students with the practical understanding and tools necessary to create an engaged workforce in a customer-centric organization by exploring theories and practices of employee motivation, leadership and internal communication.

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2 credits
This course is designed to provide students with the requisite skills and competencies to effectively monitor and manage the customer relationship in a way that engenders loyalty and commitment and all the benefits that affords the customer and the organization.

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2 credits
This course is designed to provide students with the requisite skills and competencies necessary to measure organizational performance against goals and customer and employee expectations. This includes determining the metrics for doing so, as well as when and how to collect the data and how it should be analyzed.

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2 credits
This course is designed to provide students with the requisite skills and competencies necessary to analyze quantitative data and provide visual interpretations of data to managers in the organization as it relates to managing the customer and employee experience. This includes gathering, analyzing and integrating data from a variety of sources and exploring and presenting relationships within the data.

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