Strategic Customer Experience (CX): Data-Driven Decision-Making
Learn to design and deliver seamless omnichannel experiences using data-driven strategies to improve customer experience (CX), boost engagement and unlock exciting opportunities for growth.
Price
£2,350
Commitment
6–8 hours per week
Study mode
Tutor guided
Certificate of Achievement
Evidence your learning with a Certificate of Achievement from the University of Cambridge on successful completion.
Duration of 8 weeks
Regular weekly participation is key to gaining the most from your learning experience.
Course dates and prices
Payment options
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Bank transfer
If you prefer to pay via direct bank transfer (BACS), our dedicated Customer Service team can facilitate this. Full payment is required at least two weeks before the course start date to confirm your place.
Request a quote
You can opt to pay later via bank transfer or card, which may be helpful if you’re requesting employer funding. After placing your order, you’ll receive an email with payment instructions. Full payment is required at least two weeks before the course start date to confirm your place.
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You can request an invoice for payment via bank transfer or other available methods. This option is ideal for individuals approved for employer funding, or businesses and institutions managing group bookings. An invoice will be sent after completing your order. Payment must be made in full within seven days of an invoice being issued. If payment is not made within these terms, or prior to starting the course, the order will be cancelled, and any enrolments will be revoked. For more details on eligibility for invoices, please contact us (opens in a new tab).
Employer funding
Use our Employer funding guide to build your business case to request financial support from your employer.
Activities breakdown
Participants can learn at their own pace throughout the week, engaging with course materials, participating in discussions and completing assignments. On average, the courses require a commitment of 6 to 8 hours per week.
- Built content
Engage with a variety of interactive materials, including videos, animations, quizzes and case studies, designed to provide a comprehensive understanding of the subject matter. - Discussion
Participate in thought-provoking discussions, where you can exchange ideas and insights with fellow learners and deepen your understanding of key concepts. - Research
Conduct independent research, such as reading recommended materials or searching for additional information online, to expand your knowledge and apply learning to real-world contexts. - Live session
Join an optional live session led by University of Cambridge academics and tutors. These sessions provide an opportunity to ask questions, gain further insights and connect directly with experts in the field. - Assessment
Consolidate and apply your learning by completing a work-based project. Receive personalised expert feedback on your work and a certificate of achievement.
Learning approach
Our three-pronged learning approach ensures we deliver high-quality programmes that meet the needs of our learners, clients and wider community.
- Professional-centred learning
Our creative courses, designed with University of Cambridge academics, allow you to deeply engage with the course material, actively apply knowledge to your professional context, receive personalised feedback and reflect on your learning experience. - Rigorous application
Our professional-level courses, delivered by University of Cambridge experts, push you to achieve your learning goals. Participate in challenging and thought-provoking activities, engage with your tutor and fellow participants and complete an assessment that showcases your learning. - A connected cohort experience
Ask your expert tutor questions, take part in interactive live online sessions, share your perspective and interact with the other professionals in your cohort during and after the course.
About the course
Keep pace with fast-moving customer experience (CX) trends with this online course from the University of Cambridge for professionals in customer and user experience, marketing and digital transformation roles.
Drawing on industry insights and proven frameworks honed through extensive research and consulting with companies worldwide, the eight-week course will help you rethink traditional CX practices and design experiences that not only meet but exceed customer expectations.
You’ll learn how organisations can use artificial intelligence (AI) to analyse customer experiences, build customer loyalty and develop new data-driven business models. By exploring different technologies and real-world industry examples, you’ll discover how to create highly personalised, integrated and consistent experiences at every stage of the customer journey across multiple channels (digital, physical and social).
Whether you’re aiming to optimise your current strategy or develop new data-driven approaches, this course provides the skills to stay competitive in an increasingly experience-centric marketplace. By the end of the course, you’ll have the confidence to turn data into powerful CX strategies that will help to spark innovation and deliver long-term success for your organisation.
Created with Cambridge Service Alliance (opens in a new tab), University of Cambridge
Created with IfM Engage (opens in a new tab), part of the Institute for Manufacturing
This course equals 64 hours of the CPD Certification Service (opens in a new tab) time.
What our learners are saying
Andrew Gilligan
Director of FX Analytics & Insights, City Football Group
My understanding of customer experience and the opportunities to leverage data to improve or create new customer-centric business models has increased massively. The course has given me a lot more confidence to address CX topics that arise in my day-to-day work.
Julie Dubois
I was a total newbie in CX before this course. Now, I can use my data background to discover insights and possible innovation. The chapters are really clear and consistent, and the examples are really the key to understanding the theory. It's a good balance between theory and example. The Canvas tool is really nice to use as well.
Claire Riccio
I have learned useful new frameworks that are easy to follow and this has given me a lot more confidence to be able to start applying some of the methods and frameworks to real working projects and issues. In particular, the data-driven CX framework and how to build a DDMB through a simple structured set of key questions was very insightful.
Help and support
Need help? We’ve got you covered. Explore our support options below to find answers quickly or get in touch with our team.
- Visit our Help Centre (opens in a new tab): Browse FAQs and guidance to quickly find answers to common questions.
- Contact our Support Team (opens in a new tab): Submit an enquiry about your order or our courses and our team will get back to you.
- Read our Legal policies: Learn more about our Terms of Purchase, Terms of Use and Policies on our legal pages.
- Cancel your order (opens in a new tab): Submit a request to cancel your order and find out about our refunds process
Please note that taxes may be added at checkout depending on your location and applicable local tax regulations. The final price, including any applicable taxes, will be shown before payment is completed.
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