UX & CX Impact: Measuring Impact, Convincing Stakeholders

From Gut Feelings to Business Impact: Translating UX into KPIs, Processes, and Accountability

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This training is held in German.

Good UX wins over users. Strong UX also wins over your management. In this course, you’ll make the value contribution of UX & CX measurable, alignable, and visible throughout the organization. You’ll work with KPIs, maturity models, and clear stakeholder strategies. You’ll translate results into your organization’s language, assess the UX maturity level, and identify concrete next steps. You’ll learn to understand resistance, establish governance, and use AI strategically in day-to-day UX/CX work. This will help you embed UX and CX sustainably within the company and strengthen your own role.

Module 1: Webinar

2 h

UX & CX: Between Gut Feelings and the Business Case

Kickoff & Starting the Learning Journey Together
UX: 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?

Module 2: Self-study phase

6 h

KPIs, ROI, and Management Communication

UX as a Business Case

Position UX as a value driver, not as a cost center
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 Improvement → KPI → 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 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

Module 3: Webinar

3 h

Reflect, explore in depth, and think ahead together

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?

Module 4: Self-study phase

6 h

From the Journey to Your Own Role

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 Take Action 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

Module 5: Webinar

3 h

Final Workshop

Looking back on the self-study phase: What questions remain? What have you retained?
Stakeholder Simulation: Pitching the UX/CX Value Proposition 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 in 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 online seminars and self-study sessions, you’ll be sure to achieve your goals. Here’s what you’ll learn in this training 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 Measurable:You demonstrate the value of UX using reliable metrics and convince your management.
Increase Maturity: Youassess your organization’s UX maturity level and develop it in a targeted manner.
Mastering User Surveys: You design professional interviews and present the results in a way that’s easy for management to understand.
Using AI Effectively:You’ll learn to 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.

The following third-party tool can be used in the event:

Miro

This course is designed for anyone who wants users a deep understanding of their users needs, design compelling product experiences, and strategically advance UX/CX within their organization.

UX professionalswho want to deepen their expertise and strategically embed UX within their organization
CX leaders whotake a holistic approach to customer experience and want to improve it in measurable ways
UX researchers whowant to refine their methods and connect their research to real business impact
Product managers whowant to make user-centered decisions and develop better products
Executives with a focus on customers and teams whowant to use UX/CX as a strategic lever for growth and customer retention

Open Badges are recognized, digital certificates of participation. These verifiable credentials are the current standard for integration in career networks such as LinkedIn.

With them, you digitally demonstrate the competences you possess. After successful completion, you will receive an Open Badge from us.

Joint online training

Booking number
42643

€ 1.240,- plus VAT

Details

20 hours over 4 weeks …

Online

currently no events

German

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Train several employees

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20 hours over 4 weeks

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Appointment scheduled on an individual basis

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Direct application in practice
Efficient use of time and resources

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This training is available as part of course:

Professional-Level UX & CX Manager

Please note: We use third-party tools for selected events. Personal data of the participant will be passed on to them for the implementation of the training offer. You can find more information in our privacy policy.

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