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FUTURE SKILLS SHORT COURSE

Customer Experience Strategy and Design

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Understanding the customer and giving them what they need is more important than ever.

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Next start date1 Jun 2020

Course started|Enrolment still open

Prerequisites
No entry prerequisites
Time commitment
6 weeks (5-8 hours per week) 100% online
A$ 990 incl GST

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100% online, mentor supported, workplace ready

Why learn Customer Experience Strategy and Design

With the business world rapidly changing, and an increased focus on globalisation, automation and collaboration, it is no longer simply a great product that gives you a competitive advantage. Businesses are increasingly looking for innovative, memorable and delightful customer experiences to set themselves apart.

How does it work

Learn how to build CX strategy from the very beginning. You will create personas, conduct customer interviews, and map customer journeys. This will allow you to transform your workplace by embedding customer-experience thinking deep into the business model.

Skills learned

Customer Experience Strategy, personas, pain points and gain points, business strategy fit, prototyping, KPIs, change implementation

Find out more in our FAQ section.

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After completing an RMIT Future Skills course, you will earn an RMIT credential which can be validated, recognised and shared on social media platforms.

Course Structure

Module 1

Learn about CX strategy and your customers

What is CX

Know your customers

Module 2

Customer journeys and experiences

Articulate customer pain points (and gain points)

Personas and empathy map

Customer experience map

Module 3

Trends and opportunities

CX your business strategy

Identify trends

Identify opportunities

Module 4

Design customer experience solutions

Identify what to design/implement/build

Create a prototype

Test your prototype with customers

Module 5

Measure your impact

Measure customer experiences

Implement change

Module 6

How to maintain and optimise your CX strategy

Continuous improvement

Future exploration on future trends

Tap into industry experts

Learn with Industry Experts

Get ready to meet some of the biggest names in the business

REA Group is a digital advertising company that operates Australia’s leading property and real estate websites in Europe, Asia and the US.

Tigerspike is a global business, spanning nine offices across five continents. It is one of the largest specialised enterprise mobility companies in the world, blending technology with human expertise to deliver business outcomes, fast.

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Register your interest to get a free course guide for Customer Experience Strategy and Design.

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