SPECIALIZED ONLINE COURSE IN CUSTOMER EXPERIENCE MANAGEMENT
Customer Experience is one of the pillars of the strategic plans of all types of organizations today. The Customer Experience online program will give you a complete understanding of how to implement and manage a customer experience strategy.
Aprende a implementar y gestionar una estrategia de experiencia de cliente.
WHY STUDY CUSTOMER EXPERIENCE?
Customer experience is the main differentiation strategy for all types of organizations today. More and more organizations require professionals specialized in customer experience design and management strategies, methodologies and tools.
DIFFERENTIATION
Understand how customer experience is a cost-effective and sustainable differentiation strategy to impact your organization's business results.
TOOLS AND METHODOLOGY
Know the main tools and methodologies of diagnosis and experience design to be able to develop professionally in the different professional opportunities related to customer experience.
CUSTOMER EXPERIENCE CULTURE
Learn how to develop a customer experience culture and use the voice of the customer as a tool for organizational transformation.
Why ESIC?
At ESIC we know that the best way to learn is by doing. Therefore, our program is designed based on tools, workshops, real cases and the use of licenses so that you can access the labor market with the best possible preparation. Our CEOCEM stands out for:
Reputation of more than 50 Years: ESIC is an educational institution with a rich history of more than 50 years in marketing and business education. This tradition and experience consolidate its leadership in the field and guarantee a quality approach to training.
Pioneers in Marketing: As pioneers in marketing education, ESIC has been at the forefront of marketing trends and practices for decades. This means you'll get an education that is grounded in experience and adapted to the latest developments in the field.
Alumni Network: ESIC's alumni community includes many successful professionals in the marketing and business world. By joining ESIC, you will have access to a valuable network of contacts that can open doors and opportunities in your career.
Programs adapted to today: ESIC prides itself on keeping its academic programs up to date with the latest trends and technologies. The advanced course you are considering focuses on online strategies in social media and sales, crucial areas in today's digital age.
Commitment to Excellence: ESIC has a strong commitment to academic excellence and student success. Highly qualified faculty and cutting-edge teaching methodology ensure that you will get a high-quality education that will prepare you to excel in the field of online marketing and technology.
Reputation of more than 50 Years: ESIC is an educational institution with a rich history of more than 50 years in marketing and business education. This tradition and experience consolidate its leadership in the field and guarantee a quality approach to training.
Pioneers in Marketing: As pioneers in marketing education, ESIC has been at the forefront of marketing trends and practices for decades. This means you'll get an education that is grounded in experience and adapted to the latest developments in the field.
Alumni Network: ESIC's alumni community includes many successful professionals in the marketing and business world. By joining ESIC, you will have access to a valuable network of contacts that can open doors and opportunities in your career.
Programs adapted to today: ESIC prides itself on keeping its academic programs up to date with the latest trends and technologies. The advanced course you are considering focuses on online strategies in social media and sales, crucial areas in today's digital age.
Commitment to Excellence: ESIC has a strong commitment to academic excellence and student success. Highly qualified faculty and cutting-edge teaching methodology ensure that you will get a high-quality education that will prepare you to excel in the field of online marketing and technology.
Rankings and accreditations
YESTERDAY, TODAY, ALWAYS
#1
SPAIN
Leaders in marketing master's degrees according to El Mundo
#3
SPAIN
ESIC on the podium of best business schools for recent graduates and young professionals
#34
EUROPE
ESIC in the top European ranking for marketing programs
#49
WORLD
Best marketing school based on feedback from alumni, students and employers
ENTRY PROFILE, WHO IS THE COURSE AIMED AT?
Customer Experience Managers
Marketing Managers
Customer Management Managers
Operations and Channel Managers
Quality Managers
Sales and Business Development Managers
Managers of SMEs
Objectives of the Online Specialized Course in Customer Experience Management [CEOCEM].
Understand the elements that make up a customer experience strategy and how to manage them.
Learn the main tools and methodologies for diagnosis and experience design.
Manage key indicators and metrics for experience transformation.
Learn how to implement a customer experience strategy and transform the organization's culture.
To learn about the main success stories and best practices in customer experience management.
ACADEMIC PROGRAM
Customer experience management requires a comprehensive approach to understand and know how to apply the different elements that make up the experience management system. The Customer Experience online course includes all the elements of this management system developed in an orderly and clear manner.
- Challenges and trends in customer management
- Customer experience as a differentiation strategy
- Customer experience principles
- Building the promise of the experience
- Customer experience management model
- The Experience Ecosystem: The role of each area in the Experience strategy
- Organization and deployment of the strategy
- Customer research and understanding tools
- Archetypes or User Persona
- Customer Journey as a strategic tool
- Customer Journeys examples and best practices
- Identification of Moments of Truth (MOTs)
- Differentiation attributes
- Emotional assessment of the relationship
- Customer segmentation and experiences
- Solving the complete problem
- Methodologies and tools for innovation in experience
- Design & Visual Thinking The language of experience
- Value display
- Introduction to neuromarketing and the functioning of the brain
- Consumer psychology and behavior
- Methods and techniques of analysis in Neuromarketing and Neurotechnology.
- Neuromarketing applications in the customer experience
- Digital Experience and User Experience
- Digital experience design principles
- Tools and methodologies for digital experience analysis and design
- Best practices for digital experience design
- Experience Scorecard Design
- Key Experience Indicators (NPS, BCX, Customer Effort,...)
- Voice of the Customer Management Model
- Service standards
- Relationship Economics Model
- Employees as experience generatorsInspirational mission design
- Employee Experience Analysis - Employee Journey
- Employee selection, training and development in the new paradigm
- Creation of a culture of experiences
- Barriers and objections affecting behavior
- Experience management from a CEM Framework
- CX team organization model
- Profiles and roles of CX teams
- Keys to Success and Change Management
*Academic structure subject to change. Some business reality and networking sessions may be delivered in webinars outside of class hours.
PRACTICAL PART
Organization of the Work Plan and Research: In this workshop we will work on establishing the work plan for the project and define the first steps to carry out the research and the construction of the experience diagnostic tools (Archetypes and Customer Journey).
Opportunity Identification and Action Design: Once the Customer Journey is built, we will learn how to identify opportunities from the diagnosis and work on innovation and experience design and prototyping.
Implementation Plan and Economics Model: The last project sprint will focus on building the implementation plan and the economics model of the experience to justify the impact.
Faculty and guest speakers
La esencia de nuestro programa reside en un excepcional claustro de profesores. Nuestro claustro está compuesto por destacados profesionales y académicos con una vasta experiencia en el ámbito del marketing y las ventas. Estos expertos combinan su profundo conocimiento teórico con una sólida experiencia práctica, ofreciendo a los estudiantes una perspectiva única y valiosa. Además, muchos de nuestros profesores ocupan posiciones de liderazgo en empresas de renombre, lo que garantiza una conexión directa con las últimas tendencias y prácticas del sector.
Carlos Molina Artigot
Program Director
VP Sales & Digital de IZO
Pablo Fiestas Villanua
Francisco Javier Gallardo García
Alexis Gerardo Petit Urdaneta
Endika Antunez
Ingrit Moya
Valentina Nicoara
*Faculty and guest speakers subject to change.
JOB OPPORTUNITIES
Upon completion of an Agile Management course, career possibilities expand significantly, opening doors to dynamic roles in a variety of industries. Here are some of the most common career opportunities:
- Agile Coach: Guiding teams and organizations in the adoption of agile practices, facilitating their transition to more flexible and efficient methodologies.
- Scrum Master: Acting as a facilitator for teams using Scrum, ensuring they follow agile processes and resolving impediments that may arise.
- Product Owner: Defining the product vision and managing the priority list to maximize the value of the work performed by the development team.
- Agile Project Manager: Leading and managing projects using agile frameworks, ensuring fast and adaptive delivery.
- Agile Management Consultant: Advising companies in the implementation of agile methodologies and in the improvement of their processes and workflows.
- Digital Transformation Leader: Leading initiatives that involve significant changes in operations and business models through digitization and the adoption of agile practices.
- Agile Business Analyst: Working closely with stakeholders to identify business needs and determine sustainable solutions using agile approaches.
- Agile Program Manager: Overseeing various related projects and ensuring they align with the organization's strategic objectives through agile practices.
- Agile Change Management Specialist: Facilitating and managing change in an organization's culture and work practices towards more agile approaches.
- Product Innovation Manager: Using agile methodologies to develop new products and services quickly and efficiently, adjusting to changing market demands.
PROFESSIONAL DEVELOPMENT UNIT UDP
ESIC's Professional Development Unit is made up of a team of professionals dedicated to boosting your professional career, whether you are studying in the classroom or as an Alumni. You can count on the UDP if you need to enter the world of work, as they have their own employability portal, although they also collaborate with international portals, fairs and employability events.
With almost 4,000 internship offers and more than 2,000 job offers, the UDP has an employability rate of 95% for students advised in the area of Marketing and Sales, or 100% for the area of Communication, among others.
Campus y precios
Online Specialized Course in Customer Experience Management [CEOCEM] in Online Format
Campus ESIC en Formato Online
Avenida Juan XXIII 12 | 28223 Pozuelo de Alarcón, Madrid
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ADMISSION PROCESS
We accompany you throughout the whole process, guiding and advising you to choose the best option for your professional career. These are the steps to follow:
1 Application
- Request information through our form.
- A consultant will contact you within 24-48 hours.
- You will have a first contact call and a consultancy will be convened for questions and doubts.
- You have a second call where all your doubts are solved and you are guided in everything you need.
2 Test
- If the program fits you, you proceed to apply.
- You prepare the necessary documentation (such as university degree or certificates).
- You make a personal and professional rehearsal.
- You deliver all the documentation.
3 Interview
- Once the documentation is approved, you will be scheduled for an interview with the program director.
- In this interview, you will be able to discuss specifics you want to know about the program, as well as any questions you may have.
4 Enrollment
- After the interview, your consultant will contact you within 24-48 hours to notify you if you have been accepted into the program.
- Once you have been accepted, you have about 5 days to formalize your registration.
- As soon as the registration is completed, you will be given all your access (virtual classroom, e-mail...).
- Of course, our last step is always to congratulate you and wish you to make the most of your training.
SCHOLARSHIPS AND GRANTS
We do not want economic issues to be an obstacle for you to achieve your goals and ensure a training with a future, therefore, we present a wide range of possibilities that will help you in this regard, both the Scholarship Plan that we have developed from ESIC, as well as those that are available to you from different public or private organizations. The scholarships and grants available are as follows:
- - Own scholarships
- - National scholarships
- - International scholarships
- - Mobility grants for international internships
- - Insurance and assistance
FINANCING
ESIC has financing agreements with certain banks under preferential conditions for students enrolled in any of the school's programs. The specific rules and conditions of each of these agreements can be found in the Secretary's Office. ESIC helps you with the financing of your career.
If you live outside of one of the cities where ESIC has a campus, and you are looking for accommodation, we recommend a series of companies and residences dedicated to student housing. Find the one that best suits your needs.
More information
At ESIC we have partnered with the Flywire platform so that you can pay your tuition securely and conveniently.
More informationESIC AGENDA
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Executive Programs
¿ESTÁN PREPARADOS LOS EQUIPOS DE MARKETING Y VENTAS ANTE LOS DESAFÍOS DE LA IA?
When?24 de Sep del 2024 | de aDónde Sala Ágora. Campus Juan XXIII
CONTENT DESIGNED FOR YOU
La implantación de la tecnología en todas las áreas de las empresas ha supuesto un antes y un después en el mundo de los negocios.
Los datos han llegado para quedarse.
¿Alguna vez te has parado a pensar en la evolución que ha sufrido la publicidad? Si echamos la vista atrás, podemos darnos cuenta de cómo ha cambiado el mensaje transmitido, el lenguaje, la comunicación… incluso los canales.
En el competitivo mundo empresarial actual, la búsqueda de financiación se ha convertido en una tarea esencial para las empresas.
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