Customer Experience Management with Salesforce Training

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Create competitive advantage in the digital economy with CX and CRM

Customer experience is the new battleground where digital brands and businesses must differentiate themselves in the market.

As a result, what was once an acceptable experience is quickly outdated, as benchmark expectations continue to rise.

Organisations must work harder than ever to empathise with customers, develop customer experience and success management strategies, and use customer relationship management (CRM) technology to establish and automate customer interactions to deliver value at scale.

Launch your career in customer experience management

A strong understanding of CX strategy, design, and CRM technology is crucial for all customer success managers, as well as strategy, product, marketing, and business development professionals.

In just 12 weeks, industry experts will teach you best-practice customer experience design and success strategies that will enable you to unlock critical value for any digital brand or business.

As well as providing evidence of your digital expertise to employers, this credential will give you the design and technical capabilities to design, implement and optimise CX and customer-success strategies.

You’ll learn how to map customer journeys, optimise customer experience, design, and plan customer success strategies, as well as establish the world’s leading CRM platform to enable tech-driven success.

Fastrack your career with Salesforce training

The CRM platform is the enabler of large-scale customer success.

In this microcredential you’ll learn how to use the world’s leading CRM, Salesforce, to automate and maximise CX and customer-success strategies you design.

Building these expertise will position you well within industry. The huge growth of market-leading CRM platform, Salesforce, is resulting in a dramatic Salesforce CRM skills and credentials shortage, with a 4:1 job to qualified candidate ratio.

What can I do with this microcredential?

In the 2019 Salesforce Economy Forecast, it was found that Salesforce would create up to 143,000 jobs in the UK and over £51 billion in new business revenue. Currently, a trained customer success manager can demand upwards of £40,000 per annum in the UK.

This credential will ensure you’ll learn how to use Salesforce to implement and manage business-critical CX and success strategies and position yourself as an invaluable professional in the digital economy.

You’ll be prepared to take on the Salesforce Administrator certification and take the next step in your CRM career.

This microcredential meets the standards set by the Common Microcredential Framework.

Global Development in Practice: Designing an Intervention

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Gain a framework for analysing development management practice

What are the challenges of development? How do we overcome them? This postgraduate qualification addresses the complexities of development and will help you build the skills needed to manage these challenges.

This degree builds on the global agenda for sustainable development and assumes that development management is a political and ethical process. It addresses how to achieve goals in contexts affected by conflicts of interests, values, and agendas.

You’ll learn skills related to strategic thinking, research, advocacy, and policymaking that are necessary for a career as a development manager.

Higher Education 4.0: Certifying Your Future

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Explore new university accreditation models and pedagogical approaches

This course explores the changing nature of higher education through the lens of the ECIU University initiative.

On this three-week course, you’ll reflect on major educational trends impacting higher education today and consider how universities can be ‘future-fit’ in our increasingly digital world.

You’ll also evaluate how higher educators, policy-makers, and governments should respond beyond the COVID-19 crisis.

Social, technological, and employment trends and innovation are all significantly impacting the higher education sector today.

You’ll explore the challenges these changes pose, as well as how they’re shaping the European Skills Agenda – a five-year skills development plan for individuals and businesses based on strengthening sustainable competitiveness, ensuring social fairness, and building resilience in crises.

Discover emerging higher education pedagogies

You’ll study new and emerging pedagogies, and learn how they can be used to better prepare today’s students for the workplace.

You’ll also gain expert insight into authentic, learning-centred approaches, including how they can be used to provide efficient and effective frameworks for deep, meaningful, and impactful new forms of learning.

Explore new approaches to higher education

The rise of microcredentials is recognising diverse skills and providing new pathways for lifelong learning.

You’ll consider why traditional credentials are no longer entirely fit for purpose, and identify the value and potential of these new shorter offerings.

The final sections of the course will ask you to examine cases and examples of how ECIU partner universities are responding to embrace transformative disruptions and explore new digital learning models.

Active Learning for Soft Skills Development

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This course provides a practical learning path on how to foster the development of soft and digital skills while teaching specific subjects. Soft skills, as defined by Haselberg (2012), are “a dynamic combination of cognitive and meta-cognitive skills, interpersonal, intellectual and practical skills that help people to adapt and behave positively”, and are a vital component of any course: not only are they “most wanted” competences indicated by the corporate sector, but they are also essential life skills for all. This MOOC is mainly for higher education teachers and trainers who recognise the importance of potentiating such skills in students and who want to improve their effective support for students to help them achieve this aim. It is also for those who have already actively engaged students in their lessons, but still want to re-think the proposed activity and enhance the results of this interaction working on soft and digital soft skills even further. Through this MOOC you will discover how an active learning method, i.e. any instructional method that engages students in the learning process, can effectively be designed and implemented in a curricular course to support students’ in their soft skill development.

This MOOC is one of the outputs of the Erasmus+ eLene4life project (www.elene4life.eu), whose partners are:

Fondation UNIT – AUNEGe – Digital university for economics and business studies (France);
Fondazione Politecnico di Milano (Italy);
Politecnico di Milano – METID Learning Innovation (Italy);
European University College Association (Belgium);
Warsaw University of Technology (Poland);
Universität Bremen (Germany);
Libera Università Maria Santissima Assunta (Italy);
University of Dundee (United Kingdom).

The eLene4Life project No. 2018-1-FR01-KA203-047829 has been funded by the Erasmus + programme of the European Union.

Introduzione al Debate

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Come metodologia didattica innovativa, il Debate è oggetto di crescente interesse da parte non solo di istituzioni educative, enti di ricerca, docenti, ma anche di agenzie di formazione manageriale e orientate al potenziamento delle competenze maggiormente richieste dal mondo lavorativo. Autorevoli ricerche empiriche hanno dimostrato l’efficacia della pratica costante del Debate nel perfezionare le capacità di pensiero critico e creativo, di comunicazione, di collaborazione e, non da ultimo, di decision-making.

Inoltre, poiché guida ad un confronto civile nel rispetto di alcune fondamentali regole di discussione, e poiché, spesso, spinge ad affrontare policies controverse o questioni di etica applicata, il Debate è considerato un metodo ottimale per educare i giovani alla cittadinanza democratica, in una prospettiva di apertura culturale che si può assaporare partecipando ad uno dei numerosi tornei internazionali in Asia, Europa e America.

Infine, il Debate risulta estremamente coinvolgente, perché mette al centro lo studente e ne stimola le abilità di pensiero, di ricerca scrupolosa di informazioni affidabili, di comunicazione e di collaborazione all’interno del team.

Sebbene il Debate venga considerato un’«avanguardia educativa», i progenitori del dibattito regolamentato – il dialogo dialettico, la disputatio, la dissertazione – hanno contrassegnato le modalità principali attraverso cui la civiltà occidentale dall’antichità classica alla tarda modernità, non solo nelle Accademie e nelle Università, ha trasmesso conoscenze disciplinari, condotto prove d’esame, divulgato il sapere e, soprattutto, svolto ricerca, sia in filosofia, teologia e diritto sia nelle scienze naturali e mediche.

Questo corso ti aiuterà a sviluppare le competenze necessarie per introdurre come docente il Debate in classe. Verranno affrontati tutti gli elementi fondamentali della metodologia: dalle regole a come elaborare e affrontare un tema controverso; da come costruire le proprie argomentazioni, a come ricercare informazioni affidabili e pertinenti, a come replicare e confutare le tesi della controparte. Inoltre, troverai anche utili suggerimenti per la valutazione del debate e per l’organizzazione di attività di dibattito, inclusi i tornei, nella tua scuola. Riceverai, infine, consigli di esperti sul coaching e sulla gestione della squadra.

Gestire il conflitto

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Come riconoscere un conflitto? Come gestirlo al meglio? Che ruolo ha la tua personalità? In questo corso potrai trovare alcune risposte a questi interrogativi.

In qualsiasi contesto sociale, i conflitti, oltre ad essere inevitabili, sono anche indispensabili per cogliere le potenzialità della diversità e per crescere come persona. Imparare ad affrontarli in modo costruttivo è fondamentale. Nella realtà però connotiamo la parola ‘conflitto’ negativamente e spesso ciò ci fa reagire in modo disfunzionale. Nel privato spesso ci viene più facile esprimere il nostro dissenso in una discussione o parlare dei nostri bisogni e sentimenti feriti. Però più ci sentiamo intimi con la controparte (ad es. partner, familiare o amico), più abbiamo la sensazione che lui/lei potrà capire, e perdonare, se ci lasciamo andare emotivamente. Nel mondo professionale quando ci troviamo in mezzo ad un conflitto ci sentiamo più frenati ad esprimere i nostri bisogni o sentimenti apertamente, siamo più inclini a nascondere le difficoltà, finché il conflitto esplode in modo del tutto inaspettato per la controparte. Avere completo controllo emotivo spesso viene visto come un approccio professionale ideale; “controllo emotivo” però non deve implicare una negazione del mondo emotivo. I conflitti nel mondo privato e nel mondo professionale hanno le stesse caratteristiche generali. Ciò che cambia è la nostra modalità nell’affrontarli, in funzione del contesto, delle situazioni e degli interlocutori.

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Courlis – statistique appliquée

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MOOC francophone de statistique appliquée de base pour les sciences de la santé, les sciences de l’ingénieur, les sciences humaines et sociales et les sciences de l’économie gestion.

Economics and Business Management

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The course in Economics for Engineering focuses on very general topics regarding economics.

Dibujo técnico para el acceso a los grados de ingeniería

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El objetivo de este curso es establecer y aportar al alumno los contenidos y destrezas necesarios para poder acceder a un primer curso de expresión gráfica en un grado de ingeniería con ciertas garantías de éxito. En el curso se recorre el temario de dibujo técnico de bachiller y se aportan ejercicios y actividades para el aprendizaje. Dado que la componente práctica es muy importante, en el curso se insiste en que se realicen los ejercicios que se proponen.

Open Educational Resources (VMU)

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The aim of this course is to analyze open educational resource initiatives in Europe and the world, to be able to locate, create, use and re-use OER in TEL and teaching process, assessing the quality, openness and possibilities to use OER in education.

Outcomes:

  • to define the concept of Open Educational Resources and its development,
  • to identify the level of „openness“ of OER and the possibilities of their use,
  • to identify OER repositories,
  • to select and use (or adapt/reuse) OER in designing curriculum content for a learning activity, and to integrate OER in a virtual learning environment,
  • to create and apply OER in professional practices updating curriculum designing,
  • to share OER in national and international social and professional online communities.