Applied Customer Experience (Evening Course - 8 weeks)

We'll be joined by the following outstanding speakers during the course. They will be sharing their knowledge and experience with the students in interactive sessions:

• Nicola Langley - Customer Experience Development - Volvo Nick Holland - Founder of Limbick Labs
• Oliver Payne - Founder at The Hunting Dynasty Adrian Swinscoe - Author of How to Wow
• Priya Khullar - Customer Experience and Insight - Sky Kate Baird - CX Talent 
• Sam Johnson - talking about her experience at BOC Cherise Wesson-Jubb - CX at Waitrose 
• Simon Silva - Global Retail & Customer Experience - Bang & Olufsen Tim Routledge - Co-founder CX Lab

Additional webinars will be available with:

• Elliott Hedman - Founder and Chief Experience Designer at mPath
• Lourdes Martins - Human Centred Design consultant at Swisscom, Zurich.
• Jane Newens - Head of Customer Experience at Coventry Building Society

If you'd describe yourself as any of the following you’ll get a tremendous amount out of this course:

• Director, Executive, Head Of or Manager responsible for customer focused activity
• you're likely to work within the field of Human Relations, Customer Service, Customer Experience, Customer Management, Strategy, Customer Insight or Marketing.

Over the eight weeks you will study a range of topics including:

• the psychology of customer experience
• compelling business cases
• meaningful customer journey mapping 
• effective voice of the customer programmes 
• emotional intelligence in customer experience
• customer experience as a catalyst for change
• behavioural science and test and learn 
• actionable measurement of customer experience.

Please note that topics could change to reflect student learning aspirations.  

At the end of the course you’ll have greater confidence in your field, new knowledge, academic references and models you can use to support your case for customer experience. You’ll have exercises and guides to use in your organisation. You’ll be equipped with compelling stories and examples from senior customer experience practitioners to help you influence your stakeholders. You’ll have a greater understanding of how to implement good customer experience practices into your workplace and if you choose the award route, at the end of the course you will be awarded with a Pearson Business School Professional Certificate.

• You’ll learn what you tell us you need to know - we’ll be tailoring a proportion of the materials we give you to the things you tell us you need to know. This will be in addition to the topic content.
• It’s robust - the course is spread over eight sessions and covers eight topics in detail. You have time to reflect on what you have learned and you get the opportunity to ask more questions of presenters and fellow students. 
• It’s an immersive learning experience - you’ll explore what the academics and authors in this field think through facilitated round table debates and panel discussions with other students and guest speakers. We’ll celebrate your achievements throughout the course with an end of term dinner in keeping with course themes. 
• It’s been designed by someone like you: Sandra Thompson, has worked on customer experience projects as an employee and as a consultant over the last 12 years. She is the founder of boutique customer experience consultancy Exceed all Expectations and understands the challenges and opportunities faced by customer focused roles. Sandra teaches the CX modules on the undergraduate programme at Pearson College London and brings a wealth of knowledge and a range of skills to the classroom.
• You’ll hear from senior customer experience practitioners - several topics will be delivered by people working for recognised brands including retail, travel, automotive, leisure, health and pharma sectors. We’ll also be joined by a couple of CX authors. 
• You can choose how much you want to learn through online support - Learning and support isn’t limited to the classroom - a range of online materials including practical tools, interviews, books and journal articles will be available to you. 
• You could gain a Pearson Business School Professional Certificate - should you choose to complete the course assessment you’ll benefit from a weekly coaching session led by Sandra Thompson using additional resources. Should you pass, you will be presented with a Pearson Business School Professional Certificate, demonstrating your expertise to employers.

To study a Pearson Business School part-time course you must be over 18 and have a good understanding of written and spoken English.

Book a 1-2-1

We encourage candidates to have an informal 1-2-1 with our course leader - Sandra Thompson - so we can find out more about your experience and make sure you get the most out of the course. To book a 1-2-1 appointment please call us on 0203 441 1303 or email shortcourses@pearsoncollegelondon.ac.uk.

Purchase the course

If you are ready to purchase the course, please contact our Sales team, on 0203 441 1303 or email shortcourses@pearsoncollegelondon.ac.uk to reserve your place.

Following your application you will need to agree to our terms and conditions. Your place on the course will then be secured.

Tuition fees are £750

With Certificate: £825^**

^** to achieve your certificate you need to pass an assignment. To complete your assignment you’ll receive a coaching and consultancy package to support its completion which could be based on a current CX challenge or opportunity.

Funding for UK students

You may be able to get funding to help cover the cost of the course. For independent advice, and to find out more about your options, visit gov.uk or call the National Careers Service on 0800 100 900.