Branding and Customer Experience
Master the intersection of brand strategy and customer experience management through journey mapping.
Master the intersection of brand strategy and customer experience management through journey mapping.
This course cannot be purchased separately - to access the complete learning experience, graded assignments, and earn certificates, you'll need to enroll in the full Branding: The Creative Journey Specialization program. You can audit this specific course for free to explore the content, which includes access to course materials and lectures. This allows you to learn at your own pace without any financial commitment.
4.7
(483 ratings)
33,875 already enrolled
Instructors:
English
پښتو, বাংলা, اردو, 3 more
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What you'll learn
Align branding strategy with customer experience initiatives
Develop effective customer journey maps
Manage brand implementation across touchpoints
Measure and improve brand experience metrics
Create cohesive employee and customer experiences
Skills you'll gain
This course includes:
3.9 Hours PreRecorded video
4 quizzes
Access on Mobile, Tablet, Desktop
FullTime access
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There are 5 modules in this course
This course explores the vital connection between branding strategy and customer experience implementation. Students learn to use customer journey mapping as a framework for organizing and aligning branding activities across multiple departments and touchpoints. The curriculum covers essential topics including brand guidelines, touchpoint management, employee experience, outsourcing considerations, and ethical implications of customer data usage. Through expert interviews and practical exercises, participants develop skills in measuring and improving brand experiences.
Converging on a Common Definition for CX
Module 1 · 2 Hours to complete
Customer Journeys as the Lens for Brand Experience
Module 2 · 1 Hours to complete
Aligning Brand and Customer Experience across all touch points
Module 3 · 2 Hours to complete
CX relationship with Employee Experience, Outsourcing and Ethics
Module 4 · 2 Hours to complete
THE CAPSTONE PROJECT
Module 5 · 2 Hours to complete
Fee Structure
Instructor
A Leader in Product Design and Customer Experience
Michael brings over 25 years of experience in building and leading Product, Research, and Design teams across diverse industries, including renowned companies like Apple, Business Objects, SAP, and Telefónica, as well as various startups and consulting firms. He has played a key role in driving successful innovation projects and is a co-author of several patents. Most recently, he served as the Global Director of UX at Telefónica, where he established customer research and design teams and implemented customer experience (CX) best practices throughout the organization. Currently, Michael works as a CX consultant and teaches in the Master’s program in Customer Experience & Innovation at the IE School of Human Sciences & Technology. Additionally, he instructs courses on the Business of Design and Innovation at ESNE and teaches Product Management at Universidad Europea in Madrid. Michael holds a bachelor's degree from SUNY at Albany, a master's from Carnegie Mellon University, and an MBA from the Theseus Institute (now part of EDHEC) in France.
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4.7 course rating
483 ratings
Frequently asked questions
Below are some of the most commonly asked questions about this course. We aim to provide clear and concise answers to help you better understand the course content, structure, and any other relevant information. If you have any additional questions or if your question is not listed here, please don't hesitate to reach out to our support team for further assistance.