A4Q CX Analysis

The CX Analysis course is for anyone who wants to develop a deeper understanding of their customers and transform the customer journey, in particular: business service designers (including business designers and service designers); product managers; business analysts; customer journey managers; digital experience and CX researchers; business architects; solution architects; user researchers; operations and customer service managers; project managers; business change specialists, business engineers and business designers.

Course Content

• The rationale for analysing Customer Experience
• Core principles and components of Customer Experience analysis
• The stages of the CX Analysis and Design Framework
• The elements of the Business Scorecard
• Business values, strategy and core CX competencies
• Using the Balanced Scorecard and Strategy Maps
• Value co-creation, alignment and misalignment
• Analysing and defining the elements of a Value Proposition
• The Customer Experience research context
• CX research techniques including storytelling and focus groups
• ‘Voice of the Customer’ research and analysis including personas, customer journey maps and empathy maps
• Models to represent the voice of the customer, including customer journey maps and empathy maps
• Organisational Barriers to Customer Centricity
• The Five Dimensions of Service and Accessibility
• Frameworks for UX requirements definition; usability and accessibility
• Techniques to enhance CX/UX including affinity diagrams, Kano, wireframes, service blueprints
• CX quality measurement techniques

The CX Analysis course forms one part of Service Design training programme which includes courses on Business Service Design and Design Thinking. It is one of the mandatory modules for the new internationally recognised A4Q Service Designer qualification.

A4Q CX (Customer Experience) Analysis

The examination leading to the Certificate in Customer Experience Analysis is based upon A4Q Customer Experience Analysis course materials. Candidates’ knowledge and understanding of Customer Experience Analysis is assessed in line with the learning objectives specified in this syllabus.

The examination leading to the Foundation Certificate in Customer Experience Analysis exam consists of:

• 40 multiple choice questions, each of which has a value of one mark
• Candidates must gain 26 marks out of the available 40 marks (65%) in order to pass the examination and be awarded the certification
• Duration is 1 hour
• Closed book examination and no reference materials may be used while sitting the examination

The examination is provided via  iSQI an is remote proctoring exam.

The Syllabus can be downloaded here: A4Q CX (Customer Experience) Analysis

The Sample Exam can be downloaded here: A4Q CX (Customer Experience) Analysis Sample Exam