This plan will help you understand how to use different signals to understand your customers and how to use insights from data, research and customer feedback to improve customer experience. It contains five courses:

• Working with usability data
• Deep customer understanding with ethnography
• Connecting data analytics to customer experience
• Applying customer satisfaction data
• Closing the loop with the voice of the customer

This plan gives you a practical approach to identifying unmet customer needs through in-depth research and data analysis. You’ll be able define your brand positioning around your customer’s needs. It contains five courses:

• Introduction to defining customer needs
• Knowing your customers and defining their needs
• Optimising the research mix
• How to conduct usability testing
• Using CX analytics, goal setting, and applying the HEART framework