Customer Experience (CX)
This is an on-demand course that you can start anytime. Once you register, you will be enrolled in the course within 3 business days.
This comprehensive Customer Experience course demonstrates the strategic importance of Customer Experience Management in today's competitive business environment. Develop essential skills to effectively track and analyze your evolving digital customers, establish meaningful feedback loops, and seamlessly integrate customer experience principles throughout your organization. Built for career advancement and delivered through a dynamic combination of essential readings, real-world case studies, and practical toolkits, this program rapidly develops your expertise in the core principles and industry best practices of Customer Experience management.
This course is ideal for: customer experience managers & specialists, digital marketing managers & directors, marketing operations, analytics professionals, brand managers, marketing strategists, social media & community managers and agency professionals.
The course is comprised of 4 modules, and you will have the flexibility to complete them within 12 weeks from your enrollment date. To obtain your certificate, you must complete all modules and assignments.
Group rates: CMA offers special rates for groups of 6 or more. Please reach out to learning@thecma.ca to take advantage of group rates. Note: for group rates to apply, all registrations must be completed at the same time.
Members: $350
Non-Members: $695
CM Non-Members: $556
CPD Credits: Earn 8 CPD
Learning Outcomes:
By completing this course, you'll confidently:
- 1. Master agile customer experience strategies that adapt to evolving digital customer behaviours and expectations while maintaining strategic competitive advantage.
- 2. Design and assess customer-centric experiences that systematically place customers at the heart of business decisions and marketing initiatives.
- 3. Develop authentic customer engagement strategies through strategic feedback collection, social customer service excellence, and persuasive communication techniques.
- 4. Implement comprehensive CX measurement systems using advanced metrics, performance tracking, and data visualization to demonstrate business impact and ROI.
- 5. Build strategic thinking capabilities to transform customer experience initiatives into sustainable business growth through integrated feedback loops and organizational alignment.
Benefits:
- Anywhere and anytime access
- Flexible to suit your schedule
- No travel time
- Interactive learning experience
CMA x DMI Dual Online Certificate awarded upon successful completion of all course requirements
Course Outline:
Module 1 - Customer Experience: Agility and the Changing Nature of Customers
Today's evolving customer landscape demands an agile, adaptive approach to digital strategy development. Master the fundamentals of understanding transformed customer behaviours and expectations while building the strategic flexibility needed to respond effectively to continuous market changes.
Knowledge Gain:
- The Changed Buying Process
- The Basics of CX
- Introduction to CX in the Digital Environment
- Agile Thinking
Toolkits:
- Audience Research and Listening Tools
- 7 Tips on Getting to Know Your Customers Better
Module 2 - Designing CX: Placing the Customer at the Centre
Advance your CX expertise by mastering the design of exceptional customer experiences that consistently prioritize customer needs. Learn to systematically assess current experiences, create customer-centric design frameworks, and build workplace adaptability that supports sustainable CX excellence.
Knowledge Gain:
- Assessing CX
- Designing CX
- Adaptability in the Workplace
Case Study/Webinar:
- Glossier: A Thoroughly Modern Beauty Brand
Toolkits:
- Buyer Persona Template
Module 3 - Optimizing CX: Authenticity and Involving Customers
Enhance customer experience quality through strategic feedback collection and authentic response development. Build advanced strategic thinking capabilities while mastering social customer service approaches and persuasive communication techniques that create genuine customer connections and loyalty.
Knowledge Gain:
- Becoming a Strategic Thinker
- Changing the Customer Experience
- Social Customer Service Strategy
- The Art of Persuasion
Case Study/Webinar:
- The Fyre Festival & Authenticity in Marketing
- REI: An Outstanding Social Media Success
Module 4 - Measuring CX: Data, Metrics, and Visualization
Master performance measurement and results tracking through comprehensive metrics analysis. Develop expertise in selecting appropriate measurement tools, interpreting CX data effectively, and creating compelling reports and presentations that communicate findings and drive strategic improvements.
Knowledge Gain:
- Social Customer Service Metrics and Performance
- Increasing Performance with CX
- Reporting, Visualization, and Presenting Data
Case Study/Webinar:
- McDonald's: Through the Golden Arches to Global Dominance
Toolkits:
- 5 Tactics to Get Great Customer Reviews
- How to deal with fake online reviews
Course Requirements:
Workload:
This CMA x DMI course consists of 4 modules. On average, this course will take 8 hours to complete, and learners have 12 week from the date of enrollment to complete
all course requirements. This on-demand course, available on the online learning platform, offers the flexibility to learn at your own pace.
Pass Requirements:
Learners must receive an overall grade of 80% on a 40-question multiple-choice exam to pass the course.
Internet Requirements:
You will require a minimum upload bandwidth of 5mbps to stream our course videos, which are 1080p. Please ensure you have access to high-speed internet for the duration of the course.
We will provide a refund less an administration fee of $25 for cancellation requests received within 7 days of purchase for any on-demand course which has not been accessed and/or opened. Any on-demand courses which have been accessed and/or opened are no longer eligible for refunds. To cancel, a learner will select ‘credit request’ in MyBillings and select ‘refund’, refunds will be issued to the source of payment and may take up to 4 weeks to be completed.
To review the CMA academic policy, click here.
