Mastering Marketing & Customer Experience: Executive Certificate

What you will learn:

Customer Experience Management Fundamentals
CXM Strategy Development
Customer Journey Mapping
Voice of the Customer Analysis
Emotional Experience Design
Service Recovery and Complaint Handling
Generative AI for CX
AI-Powered Content Creation
Conversational AI
Hyper-Personalization
Marketing Management Principles
Market Segmentation, Targeting, and Positioning
Consumer Behavior and Decision-Making
Pricing Strategies
Integrated Marketing Communications (IMC)

Description

Elevate your marketing and customer experience expertise with this comprehensive executive certificate program.

Developed by the globally recognized MTF Institute of Management, Technology, and Finance, this course dives deep into the world of customer experience management (CXM), empowering you with the knowledge and skills to drive customer satisfaction, loyalty, and business growth.

Led by Dr. Alex Amoroso, a seasoned professional with a distinguished background in academia and industry, you'll explore key CXM concepts like customer journey mapping, voice of the customer analysis, emotional experience design, and the integration of generative AI for personalized interactions.

Beyond CXM, this program equips you with a strong foundation in marketing management, covering areas like market segmentation, targeting, positioning, pricing strategies, and integrated marketing communications.

This is your opportunity to:

Gain the essential skills to become a CXM leader.
Master the art of crafting exceptional customer experiences.
Leverage generative AI for personalized and engaging interactions.
Develop a robust marketing strategy that drives results.
Position yourself for career advancement in marketing and CXM roles.

Enroll today and embark on your journey to CXM excellence!

Curriculum

Introduction

This introductory section sets the stage for your learning journey. The "Onboarding to Learning Process" lecture provides essential guidance to get you started, while "Welcome to MTF" offers an overview of the renowned MTF Institute and its commitment to excellence in business education.

Marketing & Marketing Management

Dive into the fundamentals of marketing and marketing management. Explore the core concepts of marketing environment analysis, market segmentation, targeting, and positioning. Gain insights into consumer behavior, decision-making processes, and the art of crafting effective marketing strategies. This section covers strategic planning, pricing strategies, and integrated marketing communications (IMC) to equip you with a comprehensive understanding of marketing principles.

Marketing & Marketing Management Guide

This section provides practical guidance for applying your marketing knowledge. Learn about the essential tools and techniques for marketing success, including email marketing, marketing measurement, and analytics. Explore a roadmap for your first 30 days as a marketing manager and gain insights into building a strong marketing toolkit. This section equips you with the practical skills to navigate the complexities of marketing management.

Customer Experience

Delve into the world of customer experience management (CXM). This section covers foundational concepts like customer segmentation, persona development, service recovery, and complaint handling. Learn to optimize the customer journey, design effective service blueprinting, and master the art of voice of the customer (VoC) analysis. Explore the role of emotional experience design (EED) in shaping customer perceptions. Gain a deep understanding of lifetime value (LTV) and customer lifetime value (CLV) to drive long-term customer relationships.

Customer Experience Management Guide

This section provides a practical guide for implementing CXM principles in your organization. Learn how to assess the current state of your customer experience, identify key stakeholders, and build a dedicated CXM team. Discover the process of developing a customer-centric vision and strategy, prioritizing UX improvements based on impact and feasibility. This section covers designing and implementing UX improvements, establishing metrics and KPIs for success, and building a feedback loop for continuous improvement.

Customer Experience with Generative AI

Discover the transformative power of generative AI in shaping exceptional customer experiences. This section explores the use of AI-powered content creation for engaging interactions, conversational AI for redefined customer communication, and hyper-personalization techniques for tailoring experiences. Learn how generative AI can revolutionize product and service innovation. Explore the ethical considerations and build a robust AI strategy for customer experience.

Interactive part

This interactive section offers a concluding wrap-up, celebrating your completion of the MTF program and outlining next steps for leveraging your new skills. It reinforces the key takeaways and encourages further exploration.