Concept illustration for experience strategy: a large folded experience planning canvas with charcoal paths connecting small cream cards and one burgundy priority tile.

Home › Programmes › Advanced CX Design Course

Advanced CX Design Course

Learn to design everything a customer goes through with a brand: the app, the emails, the support calls and the chatbot. You will work with journey maps, service blueprints, customer feedback and business metrics. 16 weeks, live online, in batches of 10.

💳 ₹59,999 incl. GST (group batch) · ₹79,999 incl. GST (1:1 mentorship) · 16 weeks · EMI available · see all fees

Overview

About the course

Customer experience (CX) design looks at the whole relationship a person has with a brand. That includes the parts with no screen: the phone call when the app fails, the email after checkout, the handoff between support and sales. In this course you learn to map those moments, find out why they break, and fix them with the teams that own them.

Key facts

Duration: 16 weeks, 8 modules
Format: live online studios, self-paced modules between sessions, and mentor reviews of your work
Group batch: ₹59,999 incl. GST, up to 10 students per batch
1:1 mentorship: ₹79,999 incl. GST, delivered one to one with a mentor
Who it is for: UX/UI designers, product designers, and support or CX professionals moving into design-led CX roles
Before you join: basic UX/UI or product design knowledge recommended; no CX experience needed
Capstone: a journey map, service blueprint and CX strategy brief for a real brand, presented to a mock leadership jury
Certificate: assessed on your capstone, with an ID employers can verify

Book a Free Demo Class

All 8 modules in detail · PDF after a short form

Concept illustration for user research: a field research kit with a compact unbranded black audio recorder.

Two ways to take it

Group batch or 1:1 mentorship

Group batch

₹59,999 incl. GST

Learn with up to nine other students in live online studios. You get feedback from mentors and from the rest of the batch in group critiques.

1:1 mentorship

₹79,999 incl. GST

The same curriculum, delivered one to one with a mentor. A good fit if you want more personal feedback, or want to work through the modules using problems from your current job.

EMI is available on both options, and GST invoices are issued for employer-sponsored seats.

Who should join

Built for

UX/UI designers who want to work beyond screens
Product designers who need to understand support, sales and operations
Support, CX and operations professionals moving into design
Designers aiming for UX/CX, service design or conversation design roles

Learning outcomes

By the end you will be able to

Map a customer journey from real research, and keep current-state and future-state maps apart
Build a service blueprint that traces a complaint back to its real cause
Read NPS, CSAT and CES at each journey stage and know what each one misses
Write a one-page business case in retention, lifetime value or cost-to-serve terms
Design a chatbot or AI touchpoint that hands over to a person at the right moment

Tools and methods

Journey mapsService blueprintsStakeholder & ecosystem mapsVoice-of-Customer dashboardsNPS · CSAT · CESConversation design

Curriculum · 2026 edition

What you will learn

Eight modules in three parts over 16 weeks. Each module starts with what you will be able to do, works through the ideas and a real example, and ends with a practical exercise.

Part I · Foundations

Modules 1–2

Module 1What customer experience design is
Module 2CX, UX and service design: where they meet

What each module covers

Module 1 · What customer experience design is. Customer service fixes problems after they happen. CX design shapes the whole sequence a customer goes through, from an ad and a signup form to a support ticket and a renewal reminder, so fewer problems happen and the ones that do are handled well. You learn the three layers every CX designer works with, and why the field is growing: products in a category now look alike, AI has made screens faster to build but not relationships, and customers expect a conversation started on WhatsApp to continue on a call without repeating themselves. Exercise: Pick a product that let you down recently. Decide which layer the problem came from, which team probably owns it, and what you would ask them to change.
Module 2 · CX, UX and service design: where they meet. UI designs the screen, UX designs the task, service design designs the system behind a service, and CX designs the relationship across all of it over time. Research, information architecture and a habit of testing carry over from UX. What you build new: comfort with touchpoints that have no screen (phone scripts, delivery, signage, staff behaviour), the language of operations (cost-to-serve, SLAs, escalation tiers), and the skill of influencing support, sales and logistics teams that don't report to design. Exercise: For a product you know well, list three recent touchpoints that were not a screen, and name the team that owns each one.

Part II · Core craft

Modules 3–5

Module 3Mapping the customer journey
Module 4Service blueprints: designing the backstage
Module 5Tools and frameworks CX teams use

What each module covers

Module 3 · Mapping the customer journey. A journey map follows a customer through every stage, from finding you to renewing or leaving, and records what they do, think and feel, which channel they use and where things break. You build current-state maps from real research (interviews, support tickets, call recordings, analytics) and keep them separate from future-state proposals. You also learn to avoid maps built on internal assumptions, maps that skip calls and emails, and maps that are made once and never updated.
Module 4 · Service blueprints: designing the backstage. A blueprint shows what it takes to produce an experience. Under the customer's actions sit three more lanes: what staff or screens the customer sees, the work they never see, and the systems and policies underneath. Most complaints about a "bad experience" trace back to one of those hidden lanes. You learn to read a blueprint down a single moment and across the whole journey, and to walk different teams through it. Exercise: Take one pain point from your journey map, sketch a four-lane blueprint for that moment, and write down your best guess at the backstage cause.
Module 5 · Tools and frameworks CX teams use. Stakeholder maps show which internal teams have a say in a journey and whose support you need first. Ecosystem maps add the partners you don't control, such as delivery firms and payment gateways, where many failures start. A Voice-of-Customer programme keeps feeding surveys, support tickets, call transcripts and reviews into your maps. You practise reading feedback dashboards using public sample material from platforms such as Qualtrics and Medallia.

Part III · Strategy, AI and careers

Modules 6–8

Module 6Strategy, metrics and the business case
Module 7AI in customer experience
Module 8Careers in CX

What each module covers

Module 6 · Strategy, metrics and the business case. NPS shows long-term loyalty but is too broad to point at a specific problem. CSAT measures one interaction. CES measures effort, which is closely tied to customers leaving. You learn to track all three at each stage of the journey and to explain your work in terms finance teams use: retention, customer lifetime value, cost-to-serve and referrals.
Module 7 · AI in customer experience. Chatbots and voice agents are often the first contact a customer has during a problem. You learn to specify their tone, their escalation rules and what they do when they fail. You also look at systems that decide in real time what each customer sees next, and at AI tools that tag thousands of tickets and reviews, where your job becomes checking the AI's categories and deciding what they mean for the journey.
Module 8 · Careers in CX. Titles include Customer Experience Designer, UX/CX Designer, Service Designer, Journey Designer, Voice-of-Customer Programme Manager and Conversation Designer. Employers ask most often for data skills, feedback-platform experience, cross-team collaboration and hands-on journey mapping and blueprinting. Your 90-day plan covers rebuilding a portfolio piece as a journey map and blueprint, adding an AI touchpoint design, and targeting hybrid UX/CX roles first, since they hire most readily from a UX/UI background.

Your portfolio

What you will build

A current-state and a future-state journey map for a real product or service
A four-lane service blueprint that traces at least one customer pain point to its backstage cause
A one-page CX business case written in retention, lifetime value or cost-to-serve terms
A conversation-design flow for one AI touchpoint, with clear rules for handing over to a person
A portfolio case study that brings all of this together for CX and UX/CX job applications

Capstone

A full journey map, service blueprint and CX strategy brief for a real Hyderabad brand's customer journey, presented to a mock leadership jury.

Careers

Roles this course prepares you for

Customer Experience Designer
UX/CX Designer
Service Designer
Journey Designer
Voice-of-Customer Programme Manager
Conversation Designer

Hybrid UX/CX roles are usually the easiest way in from a UX/UI background. Module 8 includes a 90-day plan for making that move.

Who teaches it

Our faculty and practising mentors

The course is taught by our design faculty together with mentors who work in CX, service design and research. It uses the same live critique and jury model as our other courses. Meet the mentors.

Certification & FAQ

Questions about the CX course

You are assessed on your capstone and the work you build through the modules. Every graduate gets a certificate with an ID that employers can check on our verification page.

What is CX design?

CX (customer experience) design is the work of shaping everything a person goes through with a brand: the app or website, but also emails, support calls, delivery, billing and chatbots. It looks at how those moments feel to the customer, the processes behind them, and what they mean for the business.

How is CX design different from UX design?

UX design usually focuses on one product and one user's task. CX design covers the whole relationship across every channel, including moments with no screen, and works with teams outside design such as support, sales and operations. Most UX research skills carry straight over.

Who is this course for? Do I need CX experience?

It is for UX/UI designers, product designers, and support or CX professionals who want to move into design-led CX roles. Basic UX/UI or product design knowledge is recommended. You don't need any CX experience.

How long is the course, and is it online?

It runs for 16 weeks. You learn through live online studios, self-paced modules between sessions, and regular mentor reviews of your work.

What is the difference between the group batch and 1:1 mentorship?

Both follow the same curriculum. The group batch costs ₹59,999 including GST and has up to 10 students, so you get feedback from mentors and from the rest of the batch. 1:1 mentorship costs ₹79,999 including GST and is delivered one to one with a mentor.

What will I have in my portfolio at the end?

A current-state and future-state journey map, a service blueprint, a one-page CX business case, a conversation-design flow for an AI touchpoint, and a case study that brings them together. Your capstone is a journey map, blueprint and CX strategy brief for a real brand, presented to a mock leadership jury.

Does the course cover AI?

Yes. Module 7 covers chatbots and voice agents, real-time journey orchestration and AI analysis of customer feedback, including when an AI touchpoint should hand over to a person. If you want to go further, our 6-week AI in UX/UI Design course pairs well with it.

Is EMI or a scholarship available?

EMI is available, and GST invoices are issued for employer-sponsored seats. The Scholarship Entrance Test applies only to courses above ₹80,000, so it does not apply to this course.

Related courses