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.
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.
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.
1-day interactive workshop
Facilitated by CX expert
Applied learning approach
Practical tools and templates
6 x interactive workshops
1:1 coaching session
Applied practical project
Pitch and present session
What support do I get?
What do I get by completing the course?
If you’re interested in official accreditation speak to us about our university partnerships.
How do the coaching sessions work?
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?
If you’re looking for official accreditation though, please ask us about our partnerships.