Customer Experience
Design

Drive greater revenue and
maximise customer loyalty.

Customer Experience Design

Drive greater revenue and maximise customer loyalty.

Unlock new opportunities

Course overview

As industry becomes more competitive, and alternative options present from all corners of the globe, the most successful organisations are those that offer customer experiences unlike any other.

In this program you’ll develop your capabilities in a variety of disciplines – such as design thinking, user-experience design, product development and service design – to ultimately maximise the competitive advantage your products and company holds.

This program is for entrepreneurs and business leaders who need to increase revenue, maximise customer loyalty and create a market position competitors can’t keep up with.

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Who this is for

Directors and Heads of Departments looking to drive increased revenue and customer engagement.

> Marketing Managers looking to find new ways to build brand value and engagement.

> Product Managers looking to maximise the value and performance of their product portfolio.

Promotion seekers looking to secure their next role through demonstrated ability to lead business growth in the modern, digital economy.

 

What you'll learn

Get a business education that is useful, relevant and real.

Optimise your customer journey

Identify, evaluate and optimise the customer journey of any and all of your products.

Maximise product performance

Create competitive advantage for your products through a more compelling value proposition.

Level up your brand

Foster unprecedented customer satisfaction and loyalty through more powerful, engaging brand value.

The curriculum

In line with the insights and expertise of our industry partners and expert advisors, we’ve created an intensive program that provides you the support, frameworks and guidance you need to successfully separate yourself from your competitors. Through maximising value for your customers at every stage of their journey, this program will help you build a business that competitors can’t match.

Across each week you’ll complete real business work with the support of experts, optimising the customer journey and value you offer, ultimately driving greater satisfaction, loyalty and sales.

1. The role of the customer exeprience

Be introduced to customer experience design and the experience journey
Understand the function of CX within a successful business model
Apply behavioural economics approaches to understand human behaviour
Develop a CX hypothesis

2. Customer journey 1: customer expectations& insights

Use affinity diagrams and journey mapping to gain useful customer insights
Conduct industry analyses to identify relevant customer trends
Understand socio-cultural forces and their impact on CX
Design and execute automated data-analysis processes

3. Coaching session

Check-in with your instructor to set your goals and objectives for the course, and to explore the class content and ask questions.

4. Customer journey 2: mapping & design

Clearly articulate the decision making process of each of your customers
Design customer personas for business development
Identify key touch points and ‘moments of truth’
Understand the entire lifecycle of your customer

5. CX strategy & transformation

Create new value and competitive advantage through an updated CX strategy
Utilise co-creation approaches to develop effective customer centric solutions
Design customer-centric and service-oriented operational structures
Develop and lead a customer centric business culture

6. Coaching session

Touch base with your instructor to discuss your course progress, and to fully understand how to apply the learning materials in way that ensures successful outcomes.

7. Delivery & implementation

Integrate CX into your marketing and product management strategies
Optimise CX across the entire company product mix
Identify key stakeholders and create engagement strategies

8. improvement & iteration

Create a customer experience scorecard
Set objectives, success measures and ROI
Develop feedback loops and effective evaluation processes

9. Coaching session

Collaborate with your instructor to wrap-up the course content, and to discuss final feedback that will help you prepare for your individual project presentation.

10. Pitch & present

Present your individual project to the group, showcasing the knowledge and skills you’ve learned throughout the course.

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Study your way

With our face-to-face and online study options, you can choose to complete the course to your own timeline
and with the level of support you need.

Melbourne

Thursday 26 July 2018

10 weeks part-time

12 hours online learning
18 hours face-to-face workshops
3 hours one-on-one coaching
Applied learning project & pitch
Networking & invitations to events
Certificate of completion

$3,300

Online

Study any time

40 hours

20+ hours online learning
Supported online learning
Practical tools, tasks & projects
3 hours one-on-one coaching

Certificate of completion

$1,750

Sydney

Enquire about next intake

1 week intensive

12 hours online learning
18 hours face-to-face workshops
3 hours one-on-one coaching
Pitch and present session
Networking & invitations to events
Certificate of completion

$3,300

In-house

Start any time

Design your own schedule

Contextualised course for your team
On-site training to suit your needs
Blend workshops, online & coaching
Support from a dedicated tutor
Pitch and present session
Certificate of completion

Contact for pricing

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Talk to an advisor

Contemporary, personalised learning

Personal development shouldn’t be a chore. Our courses use a collaborative learning framework geared to the modern learner. Human connection, online materials and highly-engaging, outcome focused everything.

Online learning

Access a range of online learning materials, including tools and templates, learning tasks and online discussion.

Interactive workshops

Facilitated workshops are where you put your learning and ideas to work. Led by a dedicated tutor, you’ll engage in guided discussion and practical exercises to apply knowledge to your own context.

One to one coaching

Coaching sessions help you achieve your goals, whatever they are. Your coach works with you to define and complete a learning project, giving feedback and support tailored to your needs.

Our experts

Meet some of the brilliant and bold minds we work with.

Guy

Guy Inbar

Martine

Martine Sholl

Dee

Dee Venrooy

IN COLLABORATION WITH

Komosion

This course is proudly developed and delivered in partnership with Komosion, an award-winning agency specialising in the development of customer-centric strategy and the delivery of channel solutions which combine digital technologies and traditional approaches.”

“The course illustrated the importance of really knowing your
customer, and taught me how to design and develop better
customer experiences.”

– Julia, Senior Customer Onboarding Manager at HotDoc

Payment options

You can pay your tuition fees upfront, or pay a $500 deposit to secure your seat. The balance is due in the first week of the course. Learn more about our Cancellation Policy.

We accept credit cards and bank transfers, and can organise for payment by invoice if your employer is funding your study.

Financing

Need help managing fee payments?

We work with Study Loans, who offer student loans to help finance your education.

FAQs

Get answers to our most commonly asked questions.

What support do I get?

Beyond a dedicated instructor and program manager you can reach out to, and a small, curated cohort you’ll move through the course with, you’ll be part of a community of like-minded individuals that is thousands strong! Upon completion of the course, you’ll also become a part of our alumni, who receive facilitated introductions to industry, and invitations to events and networking opportunities.

What do I get by completing the course?

We provide certification that you have completed the program which you can proudly display on your resume, LinkedIn or anywhere else. However, this in our opinion is only the smallest part. By completing the program you’ll be developing a capability which will take your career further and move you closer to achieving your goals.

If you’re interested in official accreditation speak to us about our university partnerships.

How do the coaching sessions work?

Coaching sessions are arranged between the course instructor and the participant for times and dates that are mutually convenient. Coaching may take place over the phone, by video call or in person, depending on the preferences and location of each party.

The purpose of the coaching sessions is to provide personalised support, accountability and feedback to ensure you get the most out of your learning. Each coaching session will have a specific agenda focusing on your individual learning project and allowing time for questions, deeper exploration of class content and reflection on learning.

Are you an RTO or a university?

No. We have very purposefully not gone down this pathway so we can continue on focusing on the most up-to-date, industry relevant content and experiences – rather than being confined to some policies which in our opinion, don’t add value to our students.

If you’re looking for official accreditation though, please ask us about our partnerships.

Get a copy of the course guide