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DCE3150

Digitizing Customer Experiences

Digitizing Customer Experiences provides a solid foundation for understanding the building blocks of developing a digital customer facing organization. This course details the three major functional units of customer facing organizations (marketing, sales, and customer care) and addresses the three major capabilities for driving customer journey transformation (people, process, and tool). Learners examine the capabilities’ underlying components including advanced analytics, unified communication and collaboration tools, digitization of business processes in sales and marketing, customer retention, and big data analytics for advanced customer segmentation and targeting in marketing. Learners examine success factors in addressing customer expectations resulting from digital transformation. Success factors include designing and digitizing the customer journey, increasing speed and agility in insight generation, achieving customer adoption of digital customer journey, and developing agility in delivery journey transformation.

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Course level

Course level

Undergraduate

Course duration

Course duration

max. 8 weeks

Estimated time per week

Estimated time per week

10-15 hours

Course prerequisites

Course prerequisites

None

Cost

Cost

$ -

Course credits

Course credits

3

Relevant jobs

Relevant jobs

What will I learn?

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Describe organizational functions within a customer facing unit

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Apply emerging digital technologies related to customer experience

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Evaluate the required people capability in developing a digitally-native customer facing organization

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Apply design-thinking methodologies to conduct a designing boot camp for a customer journey

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Apply different methods for flexible and dynamic research approaches for customer journey design

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Design, as part of cross-functional and high-performing teams, an informative, relevant digital customer journey to inspire customer adoption

Key Skills

Critical ThinkingDecision MakingDigital TransformationCloud ComputingSupply Chain ManagementProduct ManagementCustomer Experience

How will I learn?

Learning Experience

Your course starts on the first of the month. Each course consists of six modules, each module will take you one week to complete and each course is designed to take you eight weeks to complete. Nexford’s learning design team has purposefully created courses to equip you with competencies mapped to the skills employers are looking for. Each course has 5-7 learning outcomes based on the skills employers need. Everything you learn gives you measurable skills you will use to succeed in today’s world of work.

Nexford courses are not live or recorded lectures. Instead, they’re reading, videos, interactive elements, quizzes and relevant case studies. Programs include assessments, peer-to-peer discussions, and a final project to practice what you’ve learned in a real-world context. Program content is available 24/7 during the course, and you have opportunities for collaboration and networking with learners during and after your program. Our global community of learners work at top companies such as Microsoft, Deloitte, and Google.

You'll have 24/7 access to success advisors to support you. Faculty also provide you world-class support. Book appointments with them, get individual feedback, and attend regular optional webinars. Nexford courses are rigorous and they encourage critical thinking - because we care about what you know how to do not what you know you have regular hands-on assessments reflecting the business world.

Course Outline
ModulesAssignment Due Date
1: Organizational functional components of customer facing unitsDay 10
2: Digital technologies evolution for customer experienceDay 17
3: People capabilities for digital customer experienceDay 24
4: Design methodologies of customer experience journey in the digital eraDay 31
5: Data analytics use in customer experience journey designDay 38
6: Cross-functional organizational collaboration in designing a customer experience journeyDay 45 (optional)
7: Final projectDay 51
How will I be graded?

Across the duration of the course, you will undertake five Formative Assessments and one Final Project.

The summative assessment is your final project and achieving a passing grade on this assessment is required to pass the course. The minimum passing grade at Nexford University is a C or above. (70% or above).

Grading Scale
Grading Weights
A 90%-100%Module Assignments30%
B 80%-89%
C70-79%Final Project Milestones30%
F< 70%
IIncompleteFinal Project40%
WWithdrawnTotal100%
What will I get after completing the course?

You'll get real skills you can use at work, straight away. At the end of each course, you'll also get a digital badge that you can put on your LinkedIn profile to showcase your skills.

Once you've taken one course, you can take more. Using stacked credentials, you’re able to take enough courses to make a certificate, and take enough certificates to build a degree.

If you apply for a Nexford certificate or degree, you'll get credit for each course you take.

What support will I receive?

When you have a dedicated team on your side, you'll never be alone studying at Nexford. Hailing from many different countries and with online education expertise, our faculty provides you world-class support. Ask them questions during one-to-one office hours or live chat , email them any time, and get individual feedback on your assessments.

Whilst you’re learning, you’ll also have full access to the Nexford online library, which includes access to millions of full-text articles, industry reports and key sources such as the Wall Street Journal, the Financial Times and The Economist.

LinkedIn Learning: unlimited access with Nexford

Support your Nexford goals with access to LinkedIn Learning during your program, at no additional cost. Explore the learning hub of the globe’s biggest professional networking platform to:

  • Power your career: choose from over 16,000 expert-led courses, from remote working to data science
  • Show off your skills: earn a certificate when you complete a course
  • See what’s trending: LinkedIn Learning adds 25 new courses each week
  • Tailor your learning: choose relevant courses based on your experience, LinkedIn profile and goals
  • Test what you’ve learned: use LinkedIn Learning assessments