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What you’ll learn
The course covers the application of CX across acquisition and retention goals, within marketing and service environments that are both offline and online. Course topics include:
- CX Foundations – what it is, why it is important and the role of brand
- The role of data and insights in targeting the right audience at the right time
- Understanding the customer lifecycle and how to identify moments that matter
- The evolution of rules based decisioning and contact strategies to machine learning and AI
- Designing differentiated, personalised, omnichannel experiences (including physical and product touchpoints, digital media and web environments, plus 1:1 comms such as call centres, email, chat, SMS and push notifications)
- Best practices of content and offer creation
- How to shift from campaigns to always-on programs
- The data and technology required to enable frictionless experiences
- Best practices in measurement and optimisation of always-on programs
- Cross-functional team structures, agile ways of working and stakeholder management
Course Content
Module 1: Understanding customer experience
Module 2: Research and Customer Feedback
Module 3: CX Insights
This certificate is an Advanced Learning Level. It’s time to see the bigger picture. You’ve applied these skills multiple times, and now you’re ready to optimise them, use them as part of a broader marketing story and cement your abilities as an experienced marketer that understands the whole journey.
Share your achievement
At the successful completion of this course, you will earn a verified ADMA Digital Badge. This badge can be shared on your social channels such as LinkedIn and Facebook for your colleagues, friends, and family to see.
Find out more about ADMA Digital Badges.
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Course Details
30-11-2025 | 12:00 AM
Learning
Virtual Class
Your instructor
Richard Whitworth
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