Customer Experience Strategy and Design

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Overview

With the world rapidly changing, businesses are increasingly looking for innovative, memorable and delightful customer experiences (CX) to set themselves apart.​ Learn how to build a CX strategy by creating personas, conduct customer interviews, and map customer journeys. This course will allow you to transform your workplace by embedding customer-experience thinking deep into the business model.​


This course is ideal for mid-senior managers wanting to align their business strategy to create optimal customer experiences.

Recognition

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

Content

  • Customer journey mapping​​
  • Experience analysis, optimisation and business strategy​​
  • Understanding user pain points​
  • How to identify a business strategy fit​
  • Prototyping​
  • The metrics of customer experience success ​
  • Change implementation and optimisation​

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.

When can I do it ?

Pre-requisite

None
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