UX & CX Impact: Measuring Impact, Convincing Stakeholders
From Gut Feelings to Business Impact: Translating KPIs, Convincing Stakeholders, and Making ROI Visible
Did you know?
This course is part of the certified "UX & CX Manager" Master Class. Whenyou enroll in the entire Master Class,you’ll save 33 percent compared to enrolling in the individual modules.
- Kickoff & Starting the Learning Journey Together
- UX & CX: Between Gut Feelings and the Business Case
- Maturity Level Self-Assessment and Metrics Poll
- AI Expectations Survey — Who Is Already Using AI in Their Day-to-Day UX Work, and For What Purposes?
UX as a Business Case
- Position UX & CX as value drivers, not as cost centers
- Systematically Categorize Benefits: Direct, Indirect, Short- and Long-Term
- Recognizing Common Fallacies and Handling Them Confidently
Metrics and KPIs That Really Matter
- UX Metrics vs. Business KPIs
- Targeted Use and Combination of SUS, UEQ, NPS, CES, and CSAT
- Define Target Values, Benchmarks, and Measurement Frequency — Meaningful Measurement
- AI-Powered Analysis & Limitations
Making ROI Visible
- Understanding the Chain of Effects: UX & CX Improvement → KPIs → Revenue → ROI
- Designing Compelling Management Summaries, Dashboards, and One-Pagers
- Telling Stories with Numbers — in Euros and Cents, Not in Design Language
Embedding UX & CX Structurally & Ensuring Their Long-Term Viability
- UX & CX Maturity Models & Assessment: What Maturity Models Can and Cannot Do
- Compare Organizational Models & Choose the One That Best Fits Your Structure
- Break down silos, clarify reporting lines, and prioritize the integration of UX
- Using Role Clarification as a Targeted Leadership Tool
- Is AI Competence Changing the Landscape of Roles? New Skill Profiles
- The HCD Process as a Foundation (ISO 9241-210) & ISO 9241-220
- Establishing UX Governance: Consistently Implementing Standards, Quality Gates, and Design Systems
- Scaling with DesignOps & ResearchOps
- Shaping Change Smartly: Pilot Instead of Mandate, Measure Instead of Hope
- Using AI Strategically: Accelerating Research, Automating Synthesis, and Making Prototyping More Efficient
- How AI Is Changing UX & CX Processes—Opportunities vs. Challenges
- Looking back on the self-study phase: What questions remain? What have you retained?
- KPIs Under Scrutiny: What metrics are available? Are they suitable for management? Where is the link to the business missing?
- Maturity Level Comparison: Patterns, Recognizing "Aha" Moments, and Common Obstacles
- Thinking Through the Mini-Case: Where would you integrate UX into this organization?
Customer Journey & Touchpoints
- Using the Customer Journey Strategically: Creating Transparency & Building Bridges
- Anchor the Right Metric at the Right Touchpoint
- From Individual Data Points to a KPI Pipeline — Reporting That Makes an Impact
Conducting Research in a Legally Sound and Efficient Manner
- Using AI-Powered Analysis — Transcription, Clustering, and Topic Extraction
- Creating Transparency: What Actually Happens Inside the AI Tool? Disclose AI Use to Participants and Stakeholders
- Legal Aspects of Research: GDPR, Consent, Data Minimization, and Data Processing by Third Parties in AI Tools
- Understanding the EU AI Act — Staying Informed and Ready to Act as a UX & CX Manager
The Sociology of UX Maturity — Understanding Resistance
- Why Resistance Is "Natural"
- Recognizing and Strategically Leveraging Micro-Politics and Informal Structures
- Culture as a Cap on Maturity: Why Processes Alone Are Not Enough
- Typical Patterns of Resistance & Human Interaction as a Key to Success
Stakeholder Management & Change Management Methods
- Stakeholder Analysis: Conducting It in a Structured and Strategic Manner
- Target Quick Wins & Build Alliances
- Supporting AI Transformation as a Change Process Within the Team
Consciously Developing Your Own Role
- Growing from a hands-on UX & CX role to a strategic leadership role
- Incorporate AI expertise as a new required field in your profile
- Personal Development Roadmap & Self-Care When You're Caught in the Middle
- Looking back on the self-study phase: What questions remain? What have you retained?
- Stakeholder Simulation: Pitching the Value Contribution of UX & CX to Management
- Reflection on Sociology & Change: What Is the First Step Toward Change?
- Plan and Present Personal Roadmaps
- UX & CX: Between Gut Feelings and the Business Case.
- UX Metrics vs. Business KPIs.
- Make return on investment (ROI) visible.
- Embed UX & CX into the organizational structure and make them future-proof.
- Customer Journey & Touchpoints.
- Stakeholder Management & Change Management Methods.
- Consciously develop your own role.
This course offers a digital blended learning approach designed for working professionals. Through a flexible combination of live webinars and self-study sessions, you’ll be sure to reach your goals. Here’s what you’ll learn in this continuing education program:
Learning environment: In your online learning environment, you will find useful information, downloads and extra services for this training course after you have registered.
Self-study phases: Learn independently, at your own pace and whenever you want. Our courses offer you didactically high-quality learning material.
Live Webinars:In regular live webinars, you’ll meet yourtrainers . You’ll get answers to your questions, specific guidance, and instructions to deepen your knowledge and apply the skills you’ve learned in practical exercises.
Learning Community:A digital learning community will be available to you throughout the course. trainers with other participants and the trainers , and ask any questions you may have.
Certificate of Completion and Open Badge:As a graduate of the class, you will receive a certificate of completion and an open badge, which you can easily share on professional networks (such as LinkedIn).
- Making UX & CX Measurable:You demonstrate their value using reliable metrics and convince your management.
- Bringing Interests Together:You align market and business interests and tackle challenges in a targeted manner.
- Improving Maturity: You will systematically advance your organization’s UX and CX maturity.
- Using AI Effectively:You’ll use AI in your day-to-day UX work in a productive, critical, and transparent way, and apply everything directly to your own practice.
A well-thought-out mix of content, methods and support is essential for successful learning, especially when learning online. Our course concept is precisely tailored to this self-learning situation. Well-founded trainers, best practice examples, practical exercises, discussion and exchange of experience in the learning community.
This course is designed for anyone who wants users a deep understanding of their users needs, design compelling product experiences, and strategically advance UX and CX within their organization.
- UX professionalswho want to refine their methods and strategically embed UX within their organization, such as UX researchers, UX designers, UX writers, and UX managers.
- CX professionals whotake a holistic approach to customer experience and want to improve it in measurable ways, such as CX managers, customer success managers, and customer service representatives.
- Product managerswho want to make user-centered decisions and develop better products, e.g., product managers, product owners, and product developers.
- Executives with a focus on customers and teamswho want to use UX and CX as strategic levers for growth and customer retention.
- Customized training courses
- Direct application in practice
- Efficient use of time and resources
Mastering the future
Understand user needs, increase business value, and drive change—with the “UX & CX Manager” Master Class.
Start dates and details
Training is guaranteed to take placeAbout us - The Haufe Akademie
Your optimizer, innovator and companion since 1978 -
Your professional partner for professional development and seminars, training courses and topical conferences.
Whether on site, live online or in-house - our customised solutions, our claim to the highest level of consulting expertise and training tailored to your needs simplify the acquisition of skills for the working world of the future and sustainably facilitate professional development.
A wide range of seminars, individual coaching and our flexible formats support HR managers and decision-makers in shaping the future and developing employees, in-house teams and companies.
Experience the benefits of online training from the comfort of your own home. Our online formats meet the highest quality standards and are in no way inferior to face-to-face events in terms of practical relevance. Learn together live online in interactive groups or digitally at a time of your choice.
Do you have any questions?
We are there for you Monday to Friday 8:00 a.m. - 5:00 p.m.
Questions & Answers
In our Questions & Answers (FAQ) section, you will find all the answers and the most frequently asked questions about your selected topic.
Munzinger Str. 9
79111 Freiburg
- Planning security
- Free seminar places
- Quality standards
- Planning and locations
- Funding opportunities
- Training app
- Business Solutions
