Customer Experience Management
New

Ontario College Graduate Certificate (10 courses) Part-time Online
Program Code: 1822X07PWO Academic Year: 2016/2017


This program is listed under the following fields of study:

Our Program

This online Ontario College Graduate Certificate program prepares students to design and manage processes used to oversee interactions between customers and organizations throughout the customer lifecycle. Customer Experience Management (CXM) is a discipline that focuses on managing an organization's interactions with current and future customers. CXM is integral for public, private and not-for-profit organizations that are focused on building customer centric organizations by leveraging the benefits of business processes and improving customer relationships, while saving time and money.

Students examine relationship and experiential marketing as it relates to designing customer experience journey mapping and developing user experience designs. Emphasis is on maximizing sales and building public trust through positive customer experience and improved operational efficiency. Students learn to employ technology solutions for understanding, attracting, and retaining customers, automating and synchronizing sales/marketing processes, and improving customer service and technical support. Students develop awareness of customer relationships and how to meet their divergent needs by developing CXM skills and maximizing customer data to establish targeted customer approaches. Analyzing the benefits of interactive websites, Computer Telephony Integration, mobile and social media applications and other technology solutions as potential tools helps students develop and manage customer service systems.

CXM duties often include identifying and targeting customers, as well as looking for ways to improve sales, streamline sales and service processes and provide support to employees who interact with customers. Customer Experience Management graduates may seek employment in a wide variety of disciplines, such as sales and business development, business transformation, e-marketing/marketing, advertising, public relations, communications, business analysis, information technology, customer service management and customer research.

Success Factors

This program is well-suited for individuals who:

  • Possess strong customer service and communication skills.
  • Enjoy researching and collecting various types of data.
  • Are effective at problem solving and thinking critically.
  • Are comfortable using information and communication technology.
  • Embrace and adapt to change.
  • Are able to contribute as team members in dynamic business environments.

Fees & Expenses

Fees for part-time programs are charged on a course-by-course basis and are published on each individual course page. For questions related to fees, please call the Registrar's Office at 613-727-0002.

Graduation Fee

Once you have completed all the courses in the program, it is the responsibility of the student to contact the Registrar's Office to obtain a certificate/diploma application. A graduation fee of $40 will be charged when the application is submitted. When your certificate/diploma application has been approved, you will be invited to Spring or Fall Convocation.

Admission Requirements

Program Eligibility
  • Ontario College Diploma, Ontario College Advanced Diploma, degree or equivalent, OR
  • A combination of one year of post-secondary education and a minimum of two (2) years of related work experience.

Applicants not meeting the credential requirement must submit an eligibility package which includes a resume and a letter of intent outlining relevant work experience and its application to the program.

Applicants with International transcripts must provide proof of the subject specific requirements noted above along with proof of either:

  • IELTS -International English Language Testing Service-Overall band of 6.5 with a minimum of 6.0 in each band; OR
  • TOEFL-Internet-based (iBT)-overall 90, with the minimum in each component: Reading 22; Listening: 22; Speaking: 22; Writing: 24.
Program Eligibility
  • Ontario College Diploma, Ontario College Advanced Diploma, degree or equivalent, OR
  • A combination of one year of post-secondary education and a minimum of two (2) years of related work experience.

Applicants not meeting the credential requirement must submit an eligibility package which includes a resume and a letter of intent outlining relevant work experience and its application to the program.

Applicants with International transcripts must provide proof of the subject specific requirements noted above along with proof of either:

  • IELTS -International English Language Testing Service-Overall band of 6.5 with a minimum of 6.0 in each band; OR
  • TOEFL-Internet-based (iBT)-overall 90, with the minimum in each component: Reading 22; Listening: 22; Speaking: 22; Writing: 24.

Notes

Prior Learning and Recognition (PLAR)

Students who wish to apply for PLAR need to demonstrate competency at a post-secondary level in all of the course learning requirements. Evidence of learning achievements for PLAR candidates may include a comprehensive challenge examination and/or completion of a portfolio.

CCOL Academic Planner

The Academic Planner provides registered part-time students in the Centre for Continuing and Online Learning (CCOL) the ability to declare into a program of study. The Academic Planner outlines successfully completed courses to date, as well as courses that need to be completed in order to meet graduation requirements. It is therefore, essential that all part-time students in CCOL declare to their program of study, allowing administrators to plan course offerings. The tool is available on ACSIS, located under 'Continuing Education' on the left-hand toolbar.

Program Progression

As per policy AA39: Program Progression and Graduation Requirements when students are admitted to a program, they are assigned to the Program of Study that aligns with their start date. If a student takes a break for two or more consecutive terms the Program of Study is reset to align with the current version (when studies are resumed). For more information please contact your Program Coordinator.

Additional Information

For more information, please contact Vessela Zaykova, Program Coordinator, at 613-727-4723 ext. 7731 or zaykovv@algonquincollege.com.

Courses

Course
Number
HoursCourse Name
Series: 01
MKT001560.0Introduction to Customer Experience Management

MKT0015 Introduction to Customer Experience Management

Customer Experience Management (CXM) is rapidly becoming an important evidence-based initiative for most companies when trying to improve their relationship marketing programs. Students learn a strategic, holistic and structured approach to planning, designing and deploying CXM solutions that harness the power of integrated multi-channel marketing. Emphasis is on presenting a variety of factors that drive successful partnering relationships, and in turn, lead to higher customer satisfaction, increased loyalty and public trust. Through a variety of practical activities, students are exposed to strategic, organizational, informational, operational and financial perspectives as they apply to building successful business relationships.

There are no classes currently scheduled for this course.

CAL000460.0Creating Customer Loyalty

CAL0004 Creating Customer Loyalty

To keep loyal customers and attract new valuable segments, organizations must foster a culture of strategic agility, lean performance and continuous improvement. Students are introduced to lean strategies and tools for organizational problem solving and lean performance improvement in customer-focused environments. Using real-world examples and case studies on fostering innovation, evaluating and implementing improvements, students acquire strategic management practices for leading, facilitating, and inspiring lean transformation and creating customer value.

There are no classes currently scheduled for this course.

CAL000560.0Understanding the Customer Universe

CAL0005 Understanding the Customer Universe

Understanding the customer universe is a vital goal of Customer Experience Management (CXM) and a core component of business anthropology. Students are introduced to the fundamentals of marketing, including the assessment of an organization's environment and ethical frameworks, to determine market potential. Students learn the key principles of customer segmentation, relevancy and behaviour analysis as they relate to understanding the customer universe. Through a series of real-world, practical learning activities, students learn a variety of methods of commercial ethnography, customer experience journey analysis and market shift assessment.

There are no classes currently scheduled for this course.

MGT011160.0Leadership, Influence and Persuasion

MGT0111 Leadership, Influence and Persuasion

Students need to understand their personal leadership style as it relates to corporate culture in order to have a significant impact on clients, customers, consumers, co-workers, supervisors and others. Students acquire the necessary framework and tools to develop strategies to keep employees motivated, communicate effectively and work in an adaptive team or organization. Emphasis is on influencing and persuasion tactics for successful teamwork and internal communication in the context of cultural change. Through a combination of discussions, assignments, team exercises and interactive presentations, students learn how to nurture a team, improve effectiveness and influence decision-makers.

There are no classes currently scheduled for this course.

ENL011160.0Strategic Communications in Customer Experience Management

ENL0111 Strategic Communications in Customer Experience Management

Communicating effectively with internal and external stakeholders has its own unique set of challenges. Students explore the principles of communicating complex ideas to general audiences. Major topics include interacting with customers and influencing senior managers through the use of conceptual models that can be applied to a variety of communication needs. Students develop effective methods/strategies to invite, receive and resolve customer complaints/expressions of dissatisfaction. Through the use of practical activities that deal with communicating controversial and complex topics, handling risk and uncertainty and soliciting feedback, students learn to consider the needs of international audiences, and the importance of social responsibility in developing effective communication strategies and building trust with the organization/brand.

There are no classes currently scheduled for this course.

Series: 02
BUS011260.0Customer Experience Management Technology and Information Tools

BUS0112 Customer Experience Management Technology and Information Tools

To succeed in the field of Customer Experience Management (CXM), one must be aware of the role that business intelligence plays in the CXM process. Students explore the most up-to-date technologies used in customer experience management, and practice selecting appropriate tools for a variety of organizational needs. The central role that data software plays in maximizing the profit/satisfaction of customers is emphasized through a series of practical learning activities.

There are no classes currently scheduled for this course.

MKT011260.0Customer Insights and Analysis

MKT0112 Customer Insights and Analysis

Customer insights is a growing field that enables companies to create, keep and grow profitable customer relationships through the thorough understanding of customer needs and trends while meeting domestic and international privacy requirements. Students examine emerging methods for recognizing behavioral patterns and customer preferences in data repositories, and applying survey and exploratory models in market research, to proactively adapt CXM strategies to organizational demands and/or customer relevancy. Through the practical application of research techniques, workshops and persona development, students study the customer base for identifying new growth opportunities.

There are no classes currently scheduled for this course.

MGT011260.0Customer Experience Management Business Value Analysis

MGT0112 Customer Experience Management Business Value Analysis

Organizations recognize that exceeding customer expectations while delivering value is necessary for long-term viability. Students examine the Customer Lifetime Value model, the role of customer satisfaction in an organization's financial results, as well as the financial implications of individual customer strategies on an organization's bottom-line/budget and reputation. Through a series of workshops and assignments, students practice customer benefit analysis methods and learn to use customer value information to increase customer-base profit. Major topics include techniques to engage and empower customers.

There are no classes currently scheduled for this course.

MGT011360.0Building Change Agility

MGT0113 Building Change Agility

Managing the impact of change is a key component to realizing the strategic benefits of a project. Students examine the intersection between the project management framework and change in organizations. The focus is on being a key enabler through the use of different models for analysis, planning and decision-making processes. Students analyze a variety of change management initiatives and apply project management theories and techniques to plan and manage their own change initiative.

There are no classes currently scheduled for this course.

MKT001660.0Customer Centric Enterprise

MKT0016 Customer Centric Enterprise

Optimizing the customer experience can create real and quantifiable value for companies. Through global service learning and field projects, students think through the full set of points at which they interact with customers and determine the appropriate CXM strategies based on the relative value of each segment. Emphasis is on improving an organization's customer-centricity across multiple channels. Through the development of a strategic framework (customer experience map) and maturity model, students gain experience in generating relevant customer insights, assessing environment dynamics, evaluating the customer lifetime value and conducting a customer benefit analysis.

Pre-requisites: BUS0112 and CAL0004 and CAL0005 and ENL0111 and MGT0111 and MGT0112 and MGT0113 and MKT0015 and MKT0112

There are no classes currently scheduled for this course.

COURSE DESCRIPTIONS

MKT0015 Introduction to Customer Experience Management

Customer Experience Management (CXM) is rapidly becoming an important evidence-based initiative for most companies when trying to improve their relationship marketing programs. Students learn a strategic, holistic and structured approach to planning, designing and deploying CXM solutions that harness the power of integrated multi-channel marketing. Emphasis is on presenting a variety of factors that drive successful partnering relationships, and in turn, lead to higher customer satisfaction, increased loyalty and public trust. Through a variety of practical activities, students are exposed to strategic, organizational, informational, operational and financial perspectives as they apply to building successful business relationships.

CAL0004 Creating Customer Loyalty

To keep loyal customers and attract new valuable segments, organizations must foster a culture of strategic agility, lean performance and continuous improvement. Students are introduced to lean strategies and tools for organizational problem solving and lean performance improvement in customer-focused environments. Using real-world examples and case studies on fostering innovation, evaluating and implementing improvements, students acquire strategic management practices for leading, facilitating, and inspiring lean transformation and creating customer value.

CAL0005 Understanding the Customer Universe

Understanding the customer universe is a vital goal of Customer Experience Management (CXM) and a core component of business anthropology. Students are introduced to the fundamentals of marketing, including the assessment of an organization's environment and ethical frameworks, to determine market potential. Students learn the key principles of customer segmentation, relevancy and behaviour analysis as they relate to understanding the customer universe. Through a series of real-world, practical learning activities, students learn a variety of methods of commercial ethnography, customer experience journey analysis and market shift assessment.

MGT0111 Leadership, Influence and Persuasion

Students need to understand their personal leadership style as it relates to corporate culture in order to have a significant impact on clients, customers, consumers, co-workers, supervisors and others. Students acquire the necessary framework and tools to develop strategies to keep employees motivated, communicate effectively and work in an adaptive team or organization. Emphasis is on influencing and persuasion tactics for successful teamwork and internal communication in the context of cultural change. Through a combination of discussions, assignments, team exercises and interactive presentations, students learn how to nurture a team, improve effectiveness and influence decision-makers.

ENL0111 Strategic Communications in Customer Experience Management

Communicating effectively with internal and external stakeholders has its own unique set of challenges. Students explore the principles of communicating complex ideas to general audiences. Major topics include interacting with customers and influencing senior managers through the use of conceptual models that can be applied to a variety of communication needs. Students develop effective methods/strategies to invite, receive and resolve customer complaints/expressions of dissatisfaction. Through the use of practical activities that deal with communicating controversial and complex topics, handling risk and uncertainty and soliciting feedback, students learn to consider the needs of international audiences, and the importance of social responsibility in developing effective communication strategies and building trust with the organization/brand.

BUS0112 Customer Experience Management Technology and Information Tools

To succeed in the field of Customer Experience Management (CXM), one must be aware of the role that business intelligence plays in the CXM process. Students explore the most up-to-date technologies used in customer experience management, and practice selecting appropriate tools for a variety of organizational needs. The central role that data software plays in maximizing the profit/satisfaction of customers is emphasized through a series of practical learning activities.

MKT0112 Customer Insights and Analysis

Customer insights is a growing field that enables companies to create, keep and grow profitable customer relationships through the thorough understanding of customer needs and trends while meeting domestic and international privacy requirements. Students examine emerging methods for recognizing behavioral patterns and customer preferences in data repositories, and applying survey and exploratory models in market research, to proactively adapt CXM strategies to organizational demands and/or customer relevancy. Through the practical application of research techniques, workshops and persona development, students study the customer base for identifying new growth opportunities.

MGT0112 Customer Experience Management Business Value Analysis

Organizations recognize that exceeding customer expectations while delivering value is necessary for long-term viability. Students examine the Customer Lifetime Value model, the role of customer satisfaction in an organization's financial results, as well as the financial implications of individual customer strategies on an organization's bottom-line/budget and reputation. Through a series of workshops and assignments, students practice customer benefit analysis methods and learn to use customer value information to increase customer-base profit. Major topics include techniques to engage and empower customers.

MGT0113 Building Change Agility

Managing the impact of change is a key component to realizing the strategic benefits of a project. Students examine the intersection between the project management framework and change in organizations. The focus is on being a key enabler through the use of different models for analysis, planning and decision-making processes. Students analyze a variety of change management initiatives and apply project management theories and techniques to plan and manage their own change initiative.

MKT0016 Customer Centric Enterprise

Optimizing the customer experience can create real and quantifiable value for companies. Through global service learning and field projects, students think through the full set of points at which they interact with customers and determine the appropriate CXM strategies based on the relative value of each segment. Emphasis is on improving an organization's customer-centricity across multiple channels. Through the development of a strategic framework (customer experience map) and maturity model, students gain experience in generating relevant customer insights, assessing environment dynamics, evaluating the customer lifetime value and conducting a customer benefit analysis.

Pre-requisites: BUS0112 and CAL0004 and CAL0005 and ENL0111 and MGT0111 and MGT0112 and MGT0113 and MKT0015 and MKT0112