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CX Strategy and Design

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

CO-CREATED WITH:

Realestate Tigerspike
papergiant
 
  • NEXT START DATE
    22 Oct 2018
  • TIME COMMITMENT
    6 weeks
    (5-8 hours per week)
  • PRICE
    A$770 GST inc.
    Learn about payment options here
  • PREREQUISITE
    No entry requirements
 

 

Why learn CX 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.

Using real-life examples, this course will explore in-depth customer-experience analysis, optimisation and strategy, UX design and customer journey mapping to create unique user experiences that can be immediately applied back in your workplace.

Course overview

 

How does it work?

Learn how to enhance every customer interaction. From UX design to customer journey maps, you can transform your workplace by embedding customer-experience thinking deep into the business model.

You’ll be supported by industry experts and mentors, as well as working with a dynamic community of learners from a range of careers and backgrounds.

Key Outcomes:

  • Identify and demonstrate the fundamentals of CX
  • Analyse the expectations of customers while recognising the wide-ranging business factors
  • Articulate and apply customer journey maps
  • Evaluate opportunities for improved experience and business performance
  • Design solutions for improved CX across the entire business model
  • Implement CX thinking and approaches into business strategy
 
How does it work?

Course outline

Week 1

CX fundamentals

  • Customer personas
  • Service design
  • Customer journeys and experiences

Presentation

Present your CX challenge

Presentation icon

Week 2

Customer expectations

  • Understanding empathy
  • Trend analysis
  • Customer pain points

Project

Know your customer

Project icon

Week 3

Deep dive into customer journey maps

  • Customer journey mapping
  • Affinity diagrams
  • Experience mapping

Project

Map your customer journey

Project icon

Week 4

Improve customer experience

  • Trust
  • NPS
  • The five C's

Project

Judge your opportunities

Project icon

Week 5

Design CX solutions

  • CX and UX design
  • A/B testing
  • Mobile optimisation and service design

Presentation

Pitch your solution

Presentation icon

Week 6

Implement CX thinking to business strategy

  • Review your pitch
  • CX and business strategy
  • The golden circle

Project

Feedback and results

Project icon

 

What support you'll get

Webinar icon

Weekly expert webinar - Q&A

Video icon

3x videos & content per week

  • Industry experts discuss key themes
Mentor icon

Your own industry mentor

  • Weekly webinars
  • Q&A over Slack
Mentor icon

Join a dynamic community of lifelong learners

 
How does it work?
The RMIT Edge
 

 

The RMIT edge

Skills-focused

We’ve built this program with leading companies who have transformed and thrived in a changing workforce. We’ll start with the fundamentals, then you’ll build real-world strategies that can be immediately applied back in the workplace.

Make industry connections

Sometimes it’s what you know … but sometimes it’s who you know. And we know a lot of people. We’ve partnered with leading digital companies realestate.com.au and Tigerspike to make sure our courses give you the targeted, industry focused learning and endorsement needed to future-proof your career.

Collaborative learning experience

Studying online doesn’t mean you’re doing it in isolation. You’ll be joining a dynamic learning community of professionals, with 1-1 mentorship from experts in the field.

Find out more in our FAQ section.

Learn with industry experts

Partnering with leading industry names, this is a program for people who want to build real-world strategies for evolving business across every aspect of the value chain.

REA Group

REA Group

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

Tigerspike

Tigerspike

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.

paper giant Group

Paper Giant

Paper Giant solves product, service and organisational challenges using design, research and strategy, drawing upon a diverse set of project experiences.

 
 

Enrolment

Digital Transformation program

Build the skill sets across core digital literacy components in our Digital Transformation program. Industry-led and collaborative, our program includes five up-to-the-minute courses which run over six weeks.

Digital Transformation Program

A$3,080 GST inc. (5 courses)

Start date: 20 Aug 2018

Buy program

CX Strategy and Design

Not ready to commit to the full program? Chart your own path and pay as you go. Sign up for a single course, learn with the best in industry, and come out with a new skill set.

CX Strategy and Design

A$770 GST inc. (course)

Start date: 22 Oct 2018

Buy single course
 

Register Your Interest

Register your interest in Customer Experience Strategy and Design. Stay up to date on announcements, events and industry news.

 
 

For more information on how we manage privacy, please refer to the RMIT Privacy Statement.

 

FAQ

You will be eligible for a certificate on completing this course.

We estimate that you will need a total of 50 hours to complete this course over 8 weeks.

1) A computer with good internet access
2) Slack (web or free on the App Store)
3) ZOOM Cloud Meetings (web or free on the App Store)

View full FAQ

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