Customer Experience Management – the latest in-demand skill

In 2025, consumers expect and demand more from their favourite brands, and companies will have to rethink their strategies to retain loyalty and boost business.’ Forbes. 

Managing the entire customer experience from across digital platforms, social media, and in-person interactions, is a highly in-demand skill. Our newest 4 -week Professional Certificate, Customer Experience Management ,meets this growing demand in the future of work.   

We sat down with Heather Roberts, our Professional Courses Project Manager, to talk about the benefits: 

Q. How has Customer Experience evolved in the future of work?  

The future of work refers to what work looks like today and beyond, based human and technological changes that impact how we experience the world.  

Customer experience (CX) has also evolved due to the factors above. For example, a customer would visit a store, pay for goods in person, and interaction of the store cashier, how clean the store is, and if items were in stock, would be the extent of how customer service was managed or looked at.  

The evolution of CX has dramatically increased the reach and the definition of customer service. Good CX is the management of the entire journey a customer has with a business - every interaction, whether digital or in-person and from a customer discovering a brand, to becoming a loyal customer.

Q. What does our Customer Experience Management course cover?  

The course we’ve launched is inspired by the growth of CX as an in-demand skill and is aimed and giving student a strong foundation to be able build upon or supplement their skillset in this growing field.  

• Introduction to Customer Experience Management 

• Communication Skills for Customer Service 

• Intercultural Competence in Customer Service 

• Customer Mediation 

• Maintaining Brand Integrity and Quality 

• Digital Customer Service 

• Collaboration and Team Synergy 

• Time Optimisation and Scheduling in Hospitality 

• Technology, Automation and AI in Customer Service 

• Developing a Customer-Centric Mindset 

Q. When it comes to outcomes, what can be expected?  

• Effective communication: Master verbal and non-verbal skills, including tone, body language, and intercultural communication. 

• Digital customer engagement: Learn to provide seamless service through websites, apps, and social media platforms. We'll also delve into emerging platforms and the use of immersive technologies, as these will play a significant role in future CX. 

• Problem-solving and conflict resolution: Develop strategies to manage customer concerns and know when to escalate issues. 

• AI and data in customer service: Explore how technology can enhance customer interactions and provide valuable business insights.  

Q. How is the course taught?  

All our Professional Certificates are put together to blend theory and practical application, making the skills learnt easy to apply.  

• An industry expert instructor provides invaluable real-world experience, sharing current knowledge through case studies and trend insights. They offer hands-on training with cutting-edge tools, developing marketable skills. By aligning the curriculum with industry standards, they ensure students learn up-to-date, directly applicable information. 

• Students will visit a business or company to gain insights into the industry and be exposed to professionals currently working within it. These visits allow student a real-work look at what an office or working space looks like, and hear real stories from professionals. They are also encouraged to ask questions to gain further insights and sometimes even valuable advice. 

• A group project and presentation allow for practical application that aids in understanding, and builds team work skills.  

• A guest speaker offers valuable real-world expertise. They provide fresh perspectives, current industry insights, and networking opportunities, enriching the curriculum with practical knowledge and firsthand experiences. 

Q: How is AI incorporated into this course? 

It’s included in two ways. As part of our focus on global skills we’ve incorporated AI awareness into all our courses with the introduction of Bayswater College’s Global Skills Certificate. The certificate covers six global skills, one being AI and Digital Literacy.  This foundational skill training will focus on getting students aware and comfortable with using AI in their area of study.  

This course takes it a step further, with a module that focuses on AI within CX. Part of this module will cover training on ethical AI implementation and data privacy, which are critical considerations for building trust in the age of advanced technology. 

Q. Who should take this course? 

A number of people could benefit from this course.  

• Those looking to advance their careers in customer-facing roles such as hospitality or retail.  

• Those interested in marketing would benefit as marketing would be involved in the strategy and implementation of CX.  

• Those in management roles looking for an understanding of the CX landscape.  

• Entrepreneurs  

• Recent graduates looking to study a short course before working or studying further. CX is a good base of knowledge that will add value to any industry.  

This course is also very powerful when stacked with our Digital Marketing and Luxury Brand Management 4-week Professional Certificates. 

Find out more:  

• View the course & download the fact sheet 

• Study locations: Bayswater London or Bournemouth  

• Choose your start date 

Read the Forbes article: Growth Strategies That Will Define Consumer Experience In 2025