- Customer Experience Design
- What is Customer Experience
- Digital Disruption
- Era of Empowered Consumers
- Customer Experience vs. Customer Service
- How to Do Customer Experience Design
- Valuation of Solutions
- Three Lenses of Solutions
- Experience Economy
- Refinement of Learnings
- Presentation of Refined Customer Experience
- Touchpoint Strategy
- What are Touchpoints?
- CX Channels
- Getting Creative with Touchpoints
- Identifying User Persona
- Empathy Mapping
- Service Blueprint
- Spotting Opportunities
- Revisiting the Service Blueprint
- Identifying Crisis Points
- Case Studies
ABOUT THIS COURSE
A 4-hour, expert-led, and live online training where you will learn how to plot your customer experience map, how to spot customer pain points, and develop solutions that move your customers down the marketing funnel more seamlessly.
OBJECTIVES OF THIS PROGRAM
By the end of the program, participants with knowledge of creative solutions will be able to model a positive customer experience in every digital touchpoint.
RECOMMENDED FOR
Marketing stakeholders, digital marketing professionals, or agency talents handling creative solutions in digital media. This course is also perfect for User Experience Specialists, Customer Experience Designers, and Marketing and Business Operations Specialists.
SYLLABUS
PROGRAM DESIGN & FORMAT
Get involved
online
Unlike your regular recorded webinar and online class, the Online Masterclass on
Designing Customer Experience is an
expert-led, live online class using a learning platform that
connects our Students with our Subject Matter Experts (SMEs).
Wherever you are, get involved and connected with your SMEs and
other learners, go through the lectures, ask questions, and
interact on class activities. CDM Facilitators will also be
there to make sure everyone is engaged, moderate the class, and
support you on Q&A and other challenges.
Share new learnings with
team
We have designed the program into bite-sized lectures with
in-between individual and group breakout sessions. In your
breakout sessions, you will be tasked to interact, share and
solve real digital marketing problems so you can sharpen your
digital marketing and strategic skills. Learn with your teams
through virtual meeting rooms, work-through activities, and earn
points! A good mix of learning tools and apps will be used
including: GoToWebinar, Zoom, Kahoot, Mentimeter, Google
Hangouts, and Google Slides, to name a few.
Never stop
learning
Get more content in between sessions through our Student
Learning Portal. These will help you learn in your own time and
will forever be accessible.
1. Student Learning
Portal
Once enrolled, log in to your Student Learning Portal account.
Gain lifetime access to your supplementary learning materials,
which include program presentations, readings, videos, case
studies, etc.
2. Expert-led, Live Online
Class
Wherever you are, tune-in to your scheduled live online lecture
and discussion with SMEs. Through an online learning platform,
be involved in real-time lectures, engage with peer students,
and ask questions.
3. Interactive Breakout
Sessions
In-between the live lectures, you will work
on interactive breakout sessions for a collaborative and
enhanced social learning experience with your fellow learners!
This is aided by virtual meeting rooms & workspaces.
4. Facilitated Online
Learning
Throughout your online learning journey, there will be CDM
Facilitators present to guide and assist you in your learning.
They are available to make sure that all students are engaged,
moderated, and supported for the best student experience.
5. Official Digital CDM
Certification
At the end of your online classes, you will receive access to
take the Certification Exam. Pass this to earn and get your
official digital CDM Certification. If you didn’t apply for
Certification, a Certificate of Participation will be sent to
you.
THE ONLINE MASTERCLASS ADVANTAGE
A CDM Online Masterclass features the best-of-the-best experts who are sought-after industry experts in a field of specialization through breadth and depth of experience. They form part of CDM’s 200+ Subject Matter Experts. In CDM’s Online Masterclass, we give you access to connect, consult, ask questions, and learn about a specialty class direct from the masters. These highly experienced professionals have made a name for themselves in specialty topics they will be teaching you in our classes.
CDM’s Online Masterclass is designed using the same Understanding by Design (UBD), an instructor-led principle that we are known for. You are getting the same credibility, integrity, and the highest standard of digital education and will allow you to network with and be part of a growing community of like-minded professionals and lifelong learners.
SUBJECT MATTER EXPERTS
Our programs are conducted by Subject Matter Experts (SMEs) who are industry experts and thought leaders. CDM boasts of 200+ SMEs network as partners who provide ongoing feedback on program design and syllabus, latest best practices, case studies and digital trends.
Your class will be taught and facilitated by a mix of SMEs coming from this line up.
JAG GARCIA
Former Chairperson for Digital Filmmaking, De La Salle-College of Saint Benilde (CSB)
RATES & PAYMENTS
1-HALF-DAY PROGRAM WITH CERTIFICATE OF PARTICIPATION
Regular Rate: ₱6,490 + VAT
Early Bird Rate, 30% OFF: ₱4,543 + VAT*
**Early Bird Rate applies to
- Batch 2 until May 20, 2022, only
Rate Inclusions
- 4-hour live online session, facilitated by key Subject Matter Experts (SMEs).
- Access to a Student Learning Portal with a library of content shared during class
- Access to class presentations by our Subject Matter Experts
- Opportunity to consult with the Subject Matter Experts during class
- Student support and consultation via class Facebook Group
- Earn Certificate of Participation at the end of the program after full attendance
SCHEDULES (DATE & TIME)
2022 DATES
- BATCH 2: Jun 18 (Sat)
TIME
- 08:00 – 12:00 Philippine Time (PHT) (UTC +8) /
- 08:00 – 12:00 Singapore Time (SGT) (UTC +8) /
- 07:00 – 11:00 Indonesia Time (WIB) (UTC +7) /
- 07:00 – 11:00 Vietnam Time (ICT) (UTC +7) /
- 05:30 – 9:30 India Time (IST) (UTC +5:30)
FREQUENTLY ASKED QUESTIONS
Who can take this program?
This is open to everyone who wants to deep-dive their digital learning in
digital creatives in general, branding, content marketing, and customer
experience. Ideal for marketing stakeholders, digital marketing professionals,
or agency talents handling creative solutions in digital media.
Do I need to have a marketing background?
No. Although this program immediately deep dive into digital marketing, prior
experience or extensive knowledge in marketing is not necessary.
How do I enroll in this program?
- Choose your Program
Find the perfect Digital Training Program among our industry-verified programs. Once you select the program that you will bring you that needed leverage in your career, select the Program Class, Enrollment Type, and Program Schedule of your choice. - Complete your Registration
Register with CDM with the online form. Make sure that all details you will submit are complete, true, and correct. Remember to read and accept our Privacy Policy and Terms & Conditions to complete your registration. - Payment and Confirmation
Once the registration is fully accomplished, proceed to pay for your class. After successful payment, you will officially be part of the class list. We then look forward to having you in our online class as you embark on your digital journey.
Do I receive a certificate after the program?
We give a Certificate of Participation upon your completion of the whole online
masterclass. This is inclusive of the full program rate.