Customer Experience
Design

Maximise performance, innovation and business speed.

Customer Experience Design

Maximise performance, innovation and business speed.

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 experience

Introduction to CX design
The function of CX within a business model
Understanding human behaviour
Develop a CX hypothesis

2. Customer journey 1: customer expectations & insights

Affinity diagrams and journey mapping
Conduct industry analyses to identify trends
Understand socio-cultural forces and their impact
Design and execute data-analysis processes

3. Customer journey 2: mapping & design

Articulate the decision making process
Design customer personas
Identify key touch points and ‘moments of truth’
Understand the entire lifecycle of your customer

4. 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.

5. CX strategy & transformation

Create new value and competitive advantage
Develop effective customer centric solutions
Design customer-centric operational structures
Develop a customer-centric business culture

6. Delivery & implementation

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

7. Improvement & iteration

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

8. 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

Our courses use a collaborative learning framework geared to the modern learner. Human connection, online materials and highly-engaging, outcome focused everything.

1-day Bootcamp

16 November 2018

1-day interactive workshop
Facilitated by CX expert
Applied learning approach
Practical tools and templates

$495

7-week Course

Thursday 28 February 2019

6 x interactive workshops
1:1 coaching session
Applied practical project
Pitch and present session

$1650

For Teams

Any time

1 or 3 day workshops
Contextualised to your business
Facilitated by experienced CX practitioner
Applied learning approach

Contact for pricing

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.

Connect with the Program Manager
(03) 9088 8011

“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

Get a copy of the course guide

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.