How do you integrate a more customer-centric approach in your day-to-day job? Delivering effective customer experiences is what makes your organisation competitive and able to deliver value in the long run, but how can that be consistently reflected within your role?

The Customer Experience Fundamentals course is a self-paced cohort course that outlines the key customer experience terminology, methodologies, value and design approaches, whilst teaching a customer-centric mindset, capability systems and how to deliver value in your role by maximising the outcome.

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Introduction to CX Fundamentals

Gain a clear understanding of key CX terminology and learn to use them correctly while understanding common myths in the industry that deprive you from getting to the right goals and outcomes. In this module, we align on the basics of effective customer experience and understand what is necessary to start creating value in our own contexts.

The Customer Way

Consisting of eight simple principles, the Customer Way details the fundamentals of becoming customer-centric. This concept is based on real-life examples that explain each individual aspect of the Customer Way and how it drives significant improvements to the top and bottom-line of a business, a positive and effective business culture and an effective and sustainable customer experience.

The Customer OS

The Customer Operating System is a disruptive management framework for customer teams. It describes a simple set of services that work together to deliver strategic goals and effective customer experience. Our approach challenges traditional team structures and replaces them with integrated customer teams that support the full customer journey.

Comprehensive Design

As customer experience becomes increasingly influential in today's competitive market, it is important to align organisational resources with this objective. Understanding comprehensive design provides brands with the tools and framework needed to gradually reorganise disparate teams into an effective whole, or to redesign organisational structures from the ground up.

How does it work?

Introducing MadeFor's new course - Customer Experience Fundamentals. Over the course of 4 weeks (+ onboarding), you will be introduced to a series of modules to enhance your CX knowledge and learn the key terminology, methodologies, value and design approaches to deliver better customer value in your current role. This is what you can expect from a self-paced digital course:

• Weekly modules introducing key CX concepts and work management skills to deliver better customer value.
• Video content by industry experts and CX professionals to explain key knowledge.
• Interactive and dynamic activities and assignments to apply and practice your acquired insights.
• 3-4 hours of weekly engagement.

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The cohort courses from MadeFor enable you to follow a learning path according to your own schedule, but with the usual support from the team at MadeFor to ensure you finish your reading and videos and can confidently work on your assignments to practice your skills. You will also have access to the learners group community channel and a dedicated MadeFor producer.

The Perfect Participant

If you want to pursue the career in the Customer Experience field, this course is a great start. You might also have a background in sales and marketing, HR, design, product or you are an entrepreneur. This self-paced course provides a great base to explore the fundamentals of Customer Experience, helps you to define your areas of interest and value and drive customer-centricity in your organisation.

Preparation

All modules are accessible in English, so you need a professional working proficiency level of English. As you are able to go through the digital learning course in your own pace, you only need a functioning computer with internet to access the digital learning course.