The Customer Experience Innovation online short course from Medill at Northwestern University is designed to expand your understanding of what drives positive customer interactions, allowing you to explore why these interactions are crucial in the current business landscape and to reveal how they can be shaped through dynamic marketing. This course will help you create relevant and personalized engagement at each point in the customer journey.

Over the course of six weeks, you will have the opportunity to use the 5Cs framework (Content, Context, Calibration, Conversion and Collaboration) under the guidance of faculty who developed it. You will explore marketing technology (MarTech) and learn how to leverage it, along with data, to more efficiently and effectively acquire, retain and expand client relationships. On completion of this course, you will have the ability to align a MarTech strategy with your organization’s business objectives and a customer experience (CX) tool kit to create measurable business growth.

This online short course is for any professional who recognizes the importance of turning positive customer experiences into repeat clients who act as brand ambassadors and support business success. If you have existing marketing experience, you will have the opportunity to hone and expand your current capabilities, while exploring the MarTech innovations that shape CX. Leaders and senior executives will familiarize themselves with best practices in order to guide their teams and identify realistic opportunities for MarTech implementation. Business leaders and entrepreneurs will develop a functional understanding of how to create a better CX journey to drive the success of their organization.