FACULTY OF CUSTOMER EXPERIENCE STRATEGY AND DESIGN THINKING
Education goes beyond textbooks and classrooms. We believe in empowering students to explore their passions challenge conventions.
The Behavioral Economics of Choice and Loyalty
In an era of commoditized products and services, Customer Experience is the only sustainable competitive advantage. The Faculty of Customer Experience Strategy and Design Thinking offers a transformative educational journey for those ready to lead this charge. Here, you won’t just learn theory; you will apply human-centered design to real-world business challenges. You will emerge not only with the strategic vocabulary to influence C-suite decisions but also with the creative toolkit to prototype, test, and implement solutions that put the customer at the heart of the enterprise.
Leslie Alexander
Teaching Assistant (TA)
The Customer Experience Strategy & Design Thinking Toolkit includes frameworks, tools, templates, tutorials, real-life examples, video training, and best practices to help you:
- Define and implement a robust customer experience strategy: (1) Summary of the corporate & business strategy, (2) Current & target customer experience maturity levels, (3) Customer experience vision, mission & values, (4) Strategic objectives & KPIs to reach our vision, (5) Customer Experience Team & Budget, (6) Customer segments & customer journeys, (7) List of initiatives and business cases, (8) Initiative prioritization & business roadmap
- Adopt and implement a Design Thinking approach within your organization using the 5 phases: (I) Empathize, (II) Define, (III) Ideate, (IV) Prototype, (V) Test
- (I) Gain an empathic understanding of your users: (1) Project canvas, (2) Stakeholder management, (3) Research plan, (4) Desktop research, (5) User interviews, (6) Focus groups, (7) Shadowing, (8) DILO, (9) Contextual inquiry, (10) Diary study, (11) Ethnographic research, (12) Emotional response cards, (13) Surveys, (14) Expert interviews, (15) Service safari
- (II) Define the key problem to solve: (1) Customer journey, (2) User personas, (3) Empathy map, (4) Five whys, (5) Five WH questions, (6) Affinity mapping, (7) Card sorting, (8) Landscape review, (9) Problem statement, (10) Value proposition
- (III) Generate a range of ideas to solve the problem: (1) Define success, (2) Ideation constraints, (3) “How might we” questions, (4) Ideation workshop, (5) Brainstorming, (6) Mind mapping, (7) Sketching, (8) Crazy 8s, (9) Design sprint, (10) NABC, (11) Idea evaluation
- (IV) Build prototypes for a range of our ideas: (1) Sketching, (2) Storyboarding, (3) Low-fidelity prototyping, (4) Co-creation workshops, (5) High-fidelity prototyping, (6) Role-playing, (7) Proof of concept, (8) Minimum viable product
- (V) Return to the users for feedback: (1) Testing sheet, (2) Heuristic evaluation, (3) Usability testing, (4) Accessibility testing, (5) A/B testing, (6) Eye tracking, (7) Heatmaps, (8) Performance testing, (9) Feedback capture grid
- Build a success stories such as Netflix who was able to revolutionize the movie industry, and Airbnb who was able to double its revenue within a week by combining a robust customer experience strategy with a design thinking approach
Mission
Our mission is to cultivate a new generation of experience pioneers by:
Integrating the analytical rigor of CX strategy with the creative empathy of Design Thinking.
Empowering leaders to decode human behavior and translate insights into transformative business outcomes.
Equipping organizations with the frameworks to prototype the future, ensuring every touchpoint is intentional and impactful.
Vision
To architect a world where every interaction is intuitive, every relationship is enduring, and human-centric innovation is the standard by which all organizations are measured.
Academic Faculties
Research, and student success.
Postgraduate Programs
Advanced master’s and doctoral.
Research Departments
Active research units promoting.
Accredited Faculties
Excellence and global standards.
Academics & Programs
4558 + Admission
Proficiency and Professional Certification Programmes
- Data structures & algorithm mastery
- Practical labs, coding projects & internships
- Career-ready for IT & software industry jobs
Senior Executive Impact Leadership
- Software architecture and engineering excellence
- Develop, test, and optimize software systems
- Expertise in coding, design, and innovation
Diploma
- Data-driven insights & machine learning
- Big data and analytics skills
- Analytics, AI, and problem-solving
Advanced Diploma
- International law & human rights
- Cross-border legal expertise
- Global treaties & justice
Journey of Our Graduates
Enroll now to begin your transformative academic journey with us.