Course overview
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.
What you'll learn
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.
You’ll learn to:
- Understand the key elements of CX strategy
- Analyse the expectations of customers while recognising the wide-ranging business factors
- Evaluate opportunities for improved experience and business performance
- Understand how to measure customer experiences
- Implement customer experience thinking and approaches into business strategy
Study method
- Online
- Blended
- In-class
- Virtual
Duration study load
- 6 weeks
- Weeks 1-5: 5-8 hours
- Week 6: 8 hours
Entry requirements
No entry requirements.
Course features
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.
Subjects
- What is CX
- Know your customers
- Articulate customer pain points (and gain points)
- Personas and empathy map
- Customer experience map
- CX your business strategy
- Identify trends
- Identify opportunities
- Identify what to design/implement/build
- Create a prototype
- Test your prototype with customers
- Measure customer experiences
- Implement change
- Continuous improvement
- Future exploration of future trends
- Tap into industry experts
About RMIT Future Skills
Our online short-courses have been designed by industry experts. We have partnered with leading employers from key businesses such as Tigerspike, jtribe, Bilue, Stone & Chalk, Accenture, Paper Giant and REA Group. It’s a chance to learn from the best in the business. Half the battle is who you know, and we know a lot of people.
