Diploma in Omnichannel Orchestration and Experience KPIs
Online postgraduate diploma of 800 hours in omnichannel orchestration and experience KPIs: 8 modules covering omnichannel strategy, customer data platforms, journey orchestration, contact centre and conversational channels, experience KPIs, voice-of-the-customer programmes and analytics, with an assigned technical tutor.
Diploma in Omnichannel Orchestration and Experience KPIs — studying from the United States
Product design and human-machine interface development are vital across American industries, from consumer electronics and medical devices to vehicles and industrial equipment. Design teams cluster in technology hubs such as Silicon Valley, Seattle, New York and Austin, as well as in manufacturing regions. Engineers in this area balance usability, ergonomics, aesthetics and manufacturability while meeting accessibility and safety requirements. Demand continues to grow as connected products require intuitive, reliable interfaces.
Fees for the United States: US$2,000 (US Dollars), with instalments and employer sponsorship available.
Relevant bodies in the United States
Typical roles
Questions from the United States
Which US professional bodies relate to product design and human-machine interface work?
Product and HMI design in the US is supported by organizations such as the Industrial Designers Society of America (IDSA), the Human Factors and Ergonomics Society (HFES), and the Association for Computing Machinery's SIGCHI community. No state licence is required for product design. SEIUM's qualifications are private and not official degrees, so their recognition depends on employers or relevant bodies.
How do US product and design employers view a private online engineering qualification?
US design studios, consumer product firms and software companies mainly evaluate portfolios, user-research experience and collaboration skills. A private online qualification can document specialist study, but it is not a standard requirement and each employer decides its relevance. A strong portfolio of shipped or prototyped work usually counts for more.
Can I manage this programme from the US while working, and how is the cost handled?
The programmes are online and taught in English, so they can be studied from home without a student visa. Plan for about 1,900 hours for a master's, 800 hours for a postgraduate diploma, or 300 hours for a specialist course. An assigned technical tutor supports you throughout. Fees can be paid in instalments, and employer sponsorship may be possible, so check whether your employer offers professional development funding.
Take the controls.
Run a real engineering trade-off from this field. Move the sliders, watch the model react in real time and beat the challenge.
What you will be able to do
Define an omnichannel strategy consistent with the brand proposition.
Structure customer data into a single view in compliance with the GDPR.
Design event-orchestrated journeys with handover between channels.
Optimise conversational and contact centre channels.
Build experience KPI trees linked to business results.
Implement voice-of-the-customer programmes that close the loop.
Develop dashboards that support decision-making.
Who it's for
- Customer experience managers looking to orchestrate journeys across every channel.
- CRM managers who want to connect customer data with measurable experience KPIs.
- Customer experience analysts aiming to build KPI trees and dashboards.
- Journey designers moving into event-driven orchestration.
- Contact centre managers integrating conversational channels and chatbots.
- Martech consultants who design customer data and orchestration architectures.
- Engineering or science graduates seeking to enter the automotive industry.
What you'll work with
- Regulation (EU) 2016/679 (GDPR) (General Data Protection Regulation)
- ISO 23592 (service excellence principles and model)
- ISO 10002 (customer satisfaction and complaints handling)
- ISO 18295-1 (customer contact centres: requirements)
- ISO/IEC 27001 (information security management systems)
- Directive 2002/58/EC (ePrivacy) (privacy and electronic communications)
- ISO 10004 (customer satisfaction monitoring and measuring)
- Salesforce Marketing Cloud
- Adobe Journey Optimizer
- Qualtrics XM
- Power BI
- Genesys Cloud
8 modules
1.1From multichannel to omnichannel1.2Physical, digital and conversational channels1.3Single customer view1.4Cross-channel journeys1.5Brand and message consistency1.6Omnichannel maturity models1.7Organisation and internal silos1.8Omnichannel in vehicle sales1.9Return on omnichannel investment1.10Case study: omnichannel diagnosis of a brand
2.1CRM and customer relationship management2.2Customer Data Platform and identity resolution2.3Consent and preferences under the GDPR2.4System integration through APIs2.5Customer data quality and governance2.6Segmentation and audiences2.7Martech architecture2.8Connected-vehicle data as a channel2.9Information security under ISO/IEC 270012.10Practical exercise: unified customer data model
3.1Orchestration engines and rules3.2Event- and behaviour-based triggers3.3Next best action and personalisation3.4Frequency and commercial pressure management3.5Handover between digital and human channels3.6Onboarding and retention journeys3.7Win-back of lost customers3.8Testing and quality control of flows3.9Modular and dynamic content3.10Workshop: designing an orchestrated onboarding journey
4.1Contact routing and queues4.2Chatbots and virtual assistants4.3Instant messaging and WhatsApp Business4.4Knowledge management for agents4.5Escalation from chatbot to human agent4.6Contact centre service quality ISO 18295-14.7Voice and text analytics4.8Customer-service employee experience4.9Accessibility of conversational channels4.10Case study: redesign of an after-sales chatbot flow
5.1Transactional and relational NPS5.2CSAT, CES and first-contact resolution rate5.3Operational metrics: times and abandonment5.4Behavioural and retention metrics5.5Customer lifetime value5.6Metric trees and leading indicators5.7Setting targets and thresholds5.8Survey bias and manipulation5.9Relationship between experience and financial results5.10Practical exercise: KPI tree for an after-sales journey
6.1Event-triggered survey design6.2Closing the loop with the customer6.3Text and sentiment analysis6.4Root-cause analysis of dissatisfaction6.5VoC programme governance6.6Complaints handling under ISO 100026.7Customer experience under ISO 235926.8Reporting to senior management6.9Integration with continuous improvement6.10Case study: VoC programme for a dealer network
7.1Data modelling for experience7.2Multichannel attribution7.3Cohort and survival analysis7.4Propensity and churn models7.5Executive dashboard design7.6Experimentation and statistical significance7.7Report automation7.8Alerts and anomaly detection7.9Data storytelling7.10Practical exercise: omnichannel dashboard in Power BI
8.1Diagnosis of the starting situation8.2Definition of priority journeys8.3Data and channel architecture8.4Orchestration design8.5KPI system8.6Test and pilot plan8.7Monitoring dashboard8.8Deployment plan8.9Report and presentation8.10Final project: final review with the tutor
How you'll learn
100% online training on the SEIUM campus, with downloadable material, recorded classes and an assigned technical tutor. There are no fixed timetables: you progress at your own pace within each intake, so the programme is compatible with work.
Each module combines theory, guided reading of the original standard and applied exercises. The working software is Salesforce Marketing Cloud, Adobe Journey Optimizer, Qualtrics XM, Power BI and Genesys Cloud, in free, academic or evaluation versions. Cases are studied on real procedures for designing and testing orchestrated journeys on a marketing platform, voice-of-the-customer programmes in a sales network and building experience dashboards. Assessment is continuous by module, plus the final capstone project.
Standards covered: Regulation (EU) 2016/679 (GDPR), ISO 23592, ISO 10002, ISO 18295-1, ISO/IEC 27001, Directive 2002/58/EC (ePrivacy), ISO 10004.
Build it end to end
Your final project follows the real engineering workflow, step by step, reviewed by your tutor.
Where this takes you
Requirements
- Prior technical training or professional experience in the sector. No university degree is required.
- An internet connection and a computer capable of running the programme software.
- English sufficient to read technical standards.
Ready to start?
Send your application today. Our admissions team replies within 72 hours with your study plan and funding options.
Frequently asked questions
The programme totals 800 hours over 6–8 months. You set your own pace within each intake, and your tutor helps you plan the workload around your job.
You work with Salesforce Marketing Cloud, Adobe Journey Optimizer, Qualtrics XM, Power BI and Genesys Cloud, using free, academic or evaluation versions. Your tutor indicates the free alternative wherever one exists.
A SEIUM Institute diploma, awarded on passing the continuous assessment and the final project. It is SEIUM's own qualification, not an official state degree; its recognition depends on the programme completed and the regulations of each country.
Yes. Modules passed are recognised in a higher programme in the same area (postgraduate diploma or master's). Ask about the recognition policy when you enrol.
Prior technical training or professional experience in the sector (no university degree required), a computer able to run the programme software and English sufficient to read technical standards.
Start dates are set by SEIUM's faculty for each intake. Our admissions team will confirm the next available date when you apply.
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