DMI Track:  
Customer experience

Become a Customer Experience Pro!
Master the skills to design seamless, customer-focused journeys that drive satisfaction, loyalty, and business growth. Learn how to map touchpoints, personalise interactions, and use data to enhance every stage of the customer experience—and take your career to the next level in today’s experience-driven economy!

Learn with nesma and get extra tutor hours!

Associate Certificate

Digital Marketing Institute
Format
On demand
Start date
Start any time
Duration
8 hours, 3 months
DMI Membership
3 months included
Course fee

£355 + VAT
Tutors
Cathal Melinn
*Team discounts and payment options available

Get a recognised qualification

Join a 300,000 strong digital marketing community!

Over 75,000

Learners

5.0 (62 reviews) 

Why learn with nesma ?

We offer personalised learning that adapts to your changing situation at work and home, and more tutor hours to make sure you achieve your learning goals faster! 

Plus using our exclusive SkillsView and dedicated advisors, we work with you to help you build learning pathways to help you get that promotion! 

To learn more about the nesma Way!  ...watch our video!


Write your awesome label here.
Write your awesome label here.

Unique offers for this programme: 

We provide a unique range of offers to support your learning experience when completing the DMI Professional Diploma in Digital Marketing:
  • Enhance your on-demand learning with personal coaching.
  • SOSTAC Dual Award - qualify
    as a Marketing Planner.
  • Explore extra resources and connect with the community—free on your Learning Hub.
  • CIM Dual Award - CIM Level 6 Customer Journey module.

Course description

Elevate your career with a course designed to equip you with the knowledge and tools to create standout customer experiences.

Perfect for marketers, sales professionals, service teams, and experience designers, this course delivers practical, hands-on training in customer journey mapping, personalisation, data analysis, and experience optimisation.

No guesswork, no fluff—just clear, real-world guidance to help you increase satisfaction, build loyalty, and drive growth through customer-centric thinking...
Write your awesome label here.

What you'll learn

Develop effective customer journey maps to identify key touchpoints and opportunities.
Apply digital tools to enhance engagement and personalise experiences.
Use customer data and feedback to improve satisfaction and loyalty.
Measure and analyse CX performance to drive business improvements.

Your course includes

  • 8+ hours of expert-led on-demand video lessons
  • Interactive quizzes and practical assignments
  • Real-world case studies and downloadable toolkits
  • Self-paced learning with lifetime access 
  • Qualification Certificate

Your fast track to delivering exceptional customer experiences!

This programme is designed for anyone looking to start or grow a career in customer experience—from service designers and marketers to managers, consultants, and business owners.

It gives you everything you need to map customer journeys, leverage data insights, and create personalised, seamless experiences that drive loyalty and growth.

You’ll learn how to use digital tools and feedback techniques to identify pain points, engage customers, and optimise satisfaction across multiple touchpoints.

By the end, you’ll be confident designing and managing customer experience strategies that deliver real business value.

We’ll get you certified quickly, with expert support every step of the way.

 This content is updated regularly!

4 modules

  • Customer experience: Agility and the changing nature of customers.
  • Designing CX: Placing the customer at the center.
  • Optimising CX: Authenticity and involving customers
  • Measuring CX: Data, metrics, and visualisation.
Write your awesome label here.

Download your brochure now!

Share it!

Get a discount when you book together!

Persuade your boss

Incentives to fund your
learning inside!


All of our learners gain access to the nesma learning hub via
your own homepage.

From here you can access all of your courses, materials and activities, see your progress and work with other students


The platform provides broader benefits including skills passport, activity badges, and access to skills intelligence, offers and news!

Aims

You’ll develop practical skills in mapping customer journeys, analysing feedback, and designing experiences that delight and retain customers.


In short, you’ll earn an Associate Certificate, equipped to use CX frameworks confidently, personalise interactions effectively, and drive measurable improvements in customer loyalty and business growth

Certification exam 

 
The Test is punchy, focused and dynamic. Questions come in different formats including text and image-based multiple choice, matching and drag and drop formats. It lasts 60 minutes, and afterward (fingers crossed) you are never quite the same. You are a new kind of marketeer, a DMI-certified digital animal ready to thrive in the digital jungle.

You can try out the practice exam. it’s the ideal way to get you ready for the real thing. .  

DMI Membership 


INCLUDED FREE
:  when you enrol in this course, you will become a DMI Professional Member and receive access to DMI Premium Resources (worth £120) for FREE.  The DMI Membership Hub is home to practical resources and the go-to platform for bite-size continuous learning.

Resources such as toolkits, templates, webinars, and walkthroughs designed by industry experts will enable you to easily implement your learnings and make an instant business impact.

Who is it for?

This course is for marketing professionals, customer experience managers, and business leaders looking to enhance their skills in delivering outstanding customer journeys.

Whether you’re new to CX or aiming to deepen your expertise, this course offers practical knowledge to map, analyse, and optimise customer experiences that drive loyalty and business growth. If your not sure talk to us  

More About Your Course

Learning Objective 1
Learning Objective 2
Learning Objective 3
Learning Objective 4
Learning Objective 5
Learning Objective 6

Understand the fundamentals of customer experience

Learn the core principles and importance of CX in driving business success.

Your Course Creators

Map and analyse customer journeys

Identify touchpoints and pain points to enhance customer interactions across channels.

 Use data and feedback to drive CX improvements

Leverage customer insights and metrics to make informed decisions.

Implement digital tools for customer engagement

Explore CRM, chatbots, and other technologies that enhance customer experiences.

Measure the impact of CX initiatives

Evaluate success through KPIs like NPS, CSAT, and customer lifetime value.

Design strategies to improve customer satisfaction

Develop practical approaches to increase loyalty, retention, and advocacy.

Cathal Melinn

Paid media strategist and digital advertising expert

Cathal is a respected international conference speaker, course lecturer, and digital trainer. He specializes in driving complete understanding from students across a number of digital marketing disciplines including: paid and organic search (PPC and SEO), analytics, strategy and planning, social media, reporting, and optimization. Cathal works with digital professionals in over 80 countries and teaches at all levels of experience from beginner to advanced..


Learning outcomes


Course content

1.Customer experience: Agility and the changing nature of customers

The changing nature of customers today means you need to adopt an agile approach for your digital strategy.

2.Designing CX: Placing the customer at the center

Develop your CX knowledge by focusing designing an excellent customer experience – placing the customer at the heart of your activity.

3.Optimising CX: Authenticity and involving customers

Improve the customer experience by gathering feedback from your customers and forming a genuine response to their needs.

4.Measuring CX: Data, metrics, and visualisation

Measure your performance. Track your results. Understand the metrics you can use, and at how to report and present your findings.

What our learners say

Helped secure a payrise!

Since completing my course, I have been able to take on more solo projects surrounding SEO and more paid advetising responsibiities.  This helped secure a payrise.

Step up your game!

Your commitment, passion, and delivery were really amazing. We had a great start and the speed as well as intensity with which we rolled out globally over 3 years was unbelievable.

Concise and practical content

I learned a lot and now feel ready to implement these techniques into my organization. 

Very Professional!

It was an excellent training program, and I am very pleased. The instructors were very knowledgeable, and the content was relevant to our industry.

Simple to understand!

Armed with the knowledge and techniques obtained from your school, I feel more equipped to navigate the challenging social aspects of the real world and become a professional in my field of choice.

Excellent Training Program!

The presenters were amazing. They were engaging, timely, and knowledgeable

5% off for nesma students and alumni!

If you have registered or attended a course
with us before, copy/ use the promo code
on the right when you enrol*
*We will of course verify you have previously learnt with us

Use promo code:

nesmaAlumni2025

Still not sure?  Talk to an advisor now 

Write your awesome label here.

Other courses you might like