Advanced Certificate in Digital Customer Experience Governance
-- viewing nowThe Advanced Certificate in Digital Customer Experience Governance is a comprehensive course designed to empower professionals with the skills required to navigate the rapidly evolving digital landscape. This certificate course highlights the importance of customer experience governance in today's digital world, where customer expectations are at an all-time high.
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Course details
• Digital Customer Experience (CX) Strategy: This unit will cover the development and implementation of a comprehensive digital CX strategy, including customer journey mapping, persona development, and CX metrics.
• CX Governance Framework: This unit will cover the creation and management of a CX governance framework, including roles and responsibilities, policies, and procedures.
• Voice of the Customer (VoC) Programs: This unit will cover the design and implementation of VoC programs to gather customer feedback and insights, including surveys, focus groups, and social media listening.
• Digital CX Measurement and Analytics: This unit will cover the use of data and analytics to measure and improve digital CX, including web analytics, customer feedback, and A/B testing.
• Digital CX Technology and Tools: This unit will cover the various technology and tools available to support digital CX, including customer relationship management (CRM) systems, marketing automation platforms, and AI-powered chatbots.
• Digital Accessibility and Inclusive Design: This unit will cover the importance of digital accessibility and inclusive design in delivering a positive digital CX, including web content accessibility guidelines (WCAG) and user experience (UX) design principles.
• Digital CX Training and Development: This unit will cover the training and development of staff to deliver a positive digital CX, including communication skills, problem-solving, and empathy.
• Digital CX Risk Management: This unit will cover the identification and management of risks associated with digital CX, including data privacy, security, and compliance.
• Digital CX Innovation and Future Trends: This unit will cover the latest trends and innovations in digital CX, including artificial intelligence (AI), machine learning (ML), and the Internet of Things (IoT).
Career path
Entry requirements
- Basic understanding of the subject matter
- Proficiency in English language
- Computer and internet access
- Basic computer skills
- Dedication to complete the course
No prior formal qualifications required. Course designed for accessibility.
Course status
This course provides practical knowledge and skills for professional development. It is:
- Not accredited by a recognized body
- Not regulated by an authorized institution
- Complementary to formal qualifications
You'll receive a certificate of completion upon successfully finishing the course.
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