Service Design (CX for the Public and Private Sector)

In this course, students develop a skillset in designing and implementing innovative strategies for Customer Experience (CX). They develop a foundational understanding in CRM technologies and explore theories in best practice, principles and customer service management methodology. The courses uses project based learning to explore key topics including understanding the consumer, their journey and their desired outcomes to gain the insight required to build and execute pioneering experiences in customer service. This online course features a series of case studies in relation to the public sector, curated from leading industry sources and examined within webinar formats. Course learning Outcomes Include: - Critically appraise CRM usage to support organisations in generating sales - Evaluate criteria to construct customer experience processes - Create, identify and evaluate customer options via data held on CRM systems - Critically evaluate the key principles and practices of effective customer relationship management systems.