Applied Customer Experience (Evening Course - 8 weeks)

Course themes

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. 
 

Course speakers

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
   

Assessment

To attain your professional certificate you will need to pass an assignment. To support the completion of this assignment you will receive a coaching and consultancy package which could be based on a current CX challenge or opportunity relevant to your current role and workplace. Successful completion of this assessment will lead to the awarding of a Pearson Business School Professional Certificate.

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
• likely to work within the field of Human Relations, Customer Service, Customer Experience, Customer Management, Strategy, Customer Insight or Marketing.

What will I get?

• 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  
• 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-course 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. 
• You’ll hear from senior customer experience practitioners - several topics will be delivered by people working for recognised brands within 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. 
• Gain a Pearson Business School Professional Certificate - Upon completion of a personalised course assignment you will be awarded this qualification. You will benefit from additional coaching and support in preparation for this assessment which will be tailored to complement your role and desired outcomes. Should you pass the assessment, 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.

The course fee for March 2019 is £1,300. This fee includes:

• all tuition, including additional coaching in support of your final assessment
• all reading and online learning materials 
• your Pearson Business School Professional Certificate (subject to successful completion of assessment)
• an end-of-course dinner to celebrate your achievements.

Early booking discount: receive a £300 discount (£1,000 course fee) when you book by 1st March 2019.

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.