Customer Experience Strategy and Design

With the world’s rapid technological advancements and increasing customer expectations, it’s virtually impossible for any digital product or service to be successful today without the consideration of its users’ experience with that product or service. Brands must be cognisant of their user’s customer experience (CX) — referring to the thoughts, emotions, frustrations, and ease that people have with each interaction of a product or service. Establishing a customer-centric or strong CX approach requires more than just designing an exceptional product. 

To deliver a differentiated, positive, and valuable CX, brands must incorporate all market and user research, consider user pain points, and incorporate their company mission into their core business strategy and initiatives. This course will allow you to get hands-on and craft customer-centric solutions, build your own CX toolkit and apply this to your final project. 

This course has been built with leading industry partners REA, and Concentrix Tigerspike, so you can feel confident that what you’re studying is best practice and aligned with the desired skillset in the industry

Our Customer Experience Strategy and Design course is ideal for: 

• Early - mid-level professionals looking to develop skills in CS strategy (or related areas) and adopt a design thinking mindset to solve a specific problem by learning skills in problem definition, research, prototyping, and more. 
• Mid - senior managers looking to deliver customer-centric solutions through their core business strategy and deliver value through each touchpoint of their customer experience. 

By the end of this course, you’ll be able to: 

• Understand the fundamentals of CX design and how it relates to similar disciplines such as User Experience (UX) Design and Service Design
• Clearly articulate customer expectations with consideration to a wide range of business factors
• Deeply understand and articulate customer journey maps and their value
• Identify opportunities for improved customer experience and business performance
• Design solutions for improved CX across an entire business model
• Adopt CX thinking and implement customer-centric approaches to your business strategy

By the end of this course, you'll have created a customer experience strategy, personas, identify pain points and gain points, business strategy fit, prototyping, KPIs, and change implementation through your final project.

At RMIT Online, we're committed to supporting your lifelong learning journey. Our flexible learning pathways can be tailored to align with your individual educational goals. When taken in combination with other specific Future Skills short courses, this course is eligible for credit into certain RMIT degree programs, subject to entry requirements. Click here for more information.