Description
Course Name: Advanced Diploma in Customer Experience Management
Course Id: ADCXM/Q1001.
Eligibility: 10+2 (Higher Secondary) or equivalent.
Objective: The Advanced Diploma in Customer Experience Management develops advanced professional skills required to design, manage and improve customer experiences across different stages of the customer journey. The course covers customer behaviour, experience strategy, customer journey mapping, service design, customer engagement, omnichannel interactions, complaint resolution, customer loyalty, feedback management and experience analytics. It prepares learners to understand customer expectations, identify experience gaps, improve service interactions and contribute to stronger customer satisfaction, retention and business growth.
Duration: Six Months.
How to Enroll and Get Certified in Your Chosen Course:
Step 1: Choose the course you wish to get certified in.
Step 2: Click on the “Enroll Now” button.
Step 3: Proceed with the enrollment process.
Step 4: Enter your billing details and continue to course fee payment.
Step 5: You will be redirected to the payment gateway. Pay the course and examination fee using one of the following methods:
Debit/Credit Card, Wallet, Paytm, Net Banking, UPI, or Google Pay.
Step 6: After successful payment, you will receive your study material login ID and password via email within 48 hours of fee payment.
Step 7: Once you complete the course, take the online examination.
Step 8: Upon passing the examination, you will receive:
- A soft copy (scanned) of your certificate via email within 7 days of the examination.
- A hard copy (original with official seal and signature) sent to your address within 45 days of the declaration of the result.
Step 9: After certification, you will be offered job opportunities aligned with your area of interest.
Online Examination Detail:
Duration- 120 minutes.
No. of Questions- 60. (Multiple Choice Questions).
10 Questions from each module, each carry 10 marks.
Maximum Marks- 600, Passing Marks- 40%.
There is no negative marking in this module.
| How Students will be Graded: | ||
| S.No. | Marks | Grade |
| 1 | 91-100 | O (Outstanding) |
| 2 | 81-90 | A+ (Excellent) |
| 3 | 71-80 | A (Very Good) |
| 4 | 61-70 | B (Good) |
| 5 | 51-60 | C (Average) |
| 6 | 41-50 | P (Pass) |
| 7 | 0-40 | F (Fail) |
Key Benefits of Certification- Earning a professional certification not only validates your skills but also enhances your employability. Here are the major benefits you gain:
Practical, Job-Ready Skills – Our certifications are designed to equip you with real-world, hands-on skills that match current industry demands — helping you become employment-ready from day one.
Lifetime Validity – Your certification is valid for a lifetime — no renewals or expirations. It serves as a permanent proof of your skills and training.
Lifetime Certificate Verification – Employers and institutions can verify your certification anytime through a secure and reliable verification system — adding credibility to your qualifications.
Industry-Aligned Certification –All certifications are developed in consultation with industry experts to ensure that what you learn is current, relevant, and aligned with market needs.
Preferred by Employers – Candidates from ISO-certified institutes are often prioritized by recruiters due to their exposure to standardized, high-quality training.
Free Job Assistance Based on Your Career Interests – Receive personalized job assistance and career guidance in your preferred domain, helping you land the right role faster.
Syllabus
Module 1: Fundamentals of Customer Experience Management: Meaning and Scope of Customer Experience, Evolution of Customer Experience Management, Customer Experience versus Customer Service, Principles of Customer-Centric Business, Customer Expectations and Perceptions, Customer Experience Lifecycle, Customer Experience Strategy, Roles and Responsibilities of CX Professionals, Customer Experience Culture, Contemporary Trends in Customer Experience Management.
Module 2: Customer Journey and Touchpoint Management: Customer Journey Mapping, Customer Persona Development, Customer Needs and Behaviour Identification, Customer Touchpoint Identification, Moments of Truth in Customer Journeys, Customer Effort Assessment, Journey Pain Point Identification, Experience Gap Analysis, Journey Redesign and Optimization, End-to-End Customer Journey Coordination.
Module 3: Customer Engagement and Experience Design: Principles of Customer Engagement, Emotional Customer Experience, Experience Personalization, Customer Interaction Design, Service Experience Design, Customer Communication Experience, Building Trust and Customer Confidence, Customer Participation and Co-Creation, Consistency Across Customer Interactions, Designing Memorable Customer Experiences.
Module 4: Voice of Customer and Experience Improvement: Voice of Customer Programs, Customer Feedback Collection Methods, Customer Satisfaction Assessment, Complaint and Feedback Classification, Customer Sentiment Identification, Root Cause Analysis of Experience Problems, Service Recovery and Experience Restoration, Customer Feedback Integration, Continuous Experience Improvement, Closing the Customer Feedback Loop.
Module 5: Digital and Omnichannel Customer Experience: Digital Customer Journey, Website Customer Experience, Mobile Customer Experience, Social Media Customer Experience, Email and Messaging Experience, Self-Service Customer Experience, Omnichannel Experience Integration, AI-Assisted Customer Interactions, Digital Experience Personalization, Customer Data Privacy and Responsible Experience Management.
Module 6: Customer Experience Analytics and Strategy: Customer Experience Metrics and Key Performance Indicators, Customer Satisfaction and Loyalty Analysis, Customer Effort Measurement, Customer Retention and Churn Analysis, Customer Behaviour and Engagement Analytics, Experience Performance Dashboards, Customer Experience Benchmarking, Data-Based Experience Decisions, Strategic Customer Experience Improvement Planning, Future Trends and Innovation in Customer Experience.
Job Opportunities after Advanced Diploma in Customer Experience Management
Graduates can pursue careers in customer experience, customer service, CRM, client relations, customer engagement, retention and service-quality functions.
Top Roles: Customer Experience Executive, Customer Relationship Executive, Client Experience Executive, Customer Service Executive, CRM Executive, Customer Engagement Executive, Customer Retention Executive and Customer Experience Coordinator.
Key Skills: Customer experience strategy, customer behaviour analysis, journey mapping, service design, omnichannel engagement, complaint resolution, customer retention, loyalty management, feedback analysis and CX performance improvement.
Salary Range (India):
- Entry-level: ₹2.5–6 LPA
- Mid-level: ₹6–12 LPA
- Senior-level: ₹12–25+ LPA
Scope: Customer experience professionals can work in banking, financial services, insurance, retail, e-commerce, telecommunications, hospitality, healthcare, travel, education, real estate, automotive, IT services, consumer businesses and other organizations focused on improving customer satisfaction, engagement, loyalty and overall service experiences.
