Customer Experience Design
|Lecture hours per week||3|
|Lab hours per week|
This course introduces the student to Customer Experience Design as a key component of the Marketing discipline. The course will cover 6 pillars that constitute the core of an outside-in approach to customer experience design. These are: Strategy, Customer understanding, Design, Measurement, Governance and Culture.
The course will be taught with real world examples of success and failure in the delivery of customer experiences across channels. Throughout the course students gain the knowledge and skills that enable them to develop an CXD plan. Completion of this plan is a significant component of the course.