Customer Experience Short Courses

Description:

Customers today expect unique experiences that are simple, dynamic and flexible. This program has been designed to enable participants to deep-dive into the customer experience cultures and strategies that many of the world’s leading companies and organisations have developed to capture and retain customers by delivering on the promise of customer centricity.

In today's rapidly changing experience economy, a new set of tools and frameworks are required to build a unique customer experience.  Innovating the Customer Experience draws upon the latest global research and insights to equip executives with a new toolkit for leading customer experience initiatives.

You will learn innovative methods for designing exceptional customer experiences, creating and capturing value for customers, and effectively building customer loyalty.

The course includes:

• An introduction to design thinking
• Innovation readiness
• Define your customer’s journey
• Innovate and develop a unique customer experience in line with the organisation’s vision, mission and values
• Evaluate and continuously improve your customer’s experience
• Build and maintain customer loyalty

Learning Outcomes:

You will gain:

• An understanding how to move from competing on value to competing on experience
• The tools required to develop a unique customer experience that is scalable and implementable
• Insights into the customer journey and the mindset required to deliver a memorable customer experience
• The ability to identify pain points, moments of truth and how to innovate around them
• Practical tools to commence planning a CX transformation project

Your organisation will gain:

• A design thinking capability that will pivot your organisation towards the customer
• A process for assessing the viability of CX and innovation projects
• Enhanced complex problem solving skills by unleashing creativity

Career Outcomes:

This course suits anyone involved in the design, delivery or optimisation of their organisation’s customer experience, including:

• Senior Executives
• Customer Experience Managers
• Business Development Managers
• Marketing Managers
• Sales Managers

Professional/Industry Recognition:

• participants will receive a University of Adelaide Certificate of Completion.

Participation Requirements:

• All online sessions are compulsory to achieve completion of course.
• The willingness to participate and engage with the instructor and other course participants.

Special Requirements:

Your course will be delivered via our online learning platform and you will need to have full access to the following:

• computer or tablet
• web browser Chrome or Firefox to view your course online
• webcam, headphones and microphone
• internet connection (broadband or 4G minimum)

Course Schedule and Duration:

• Open to Expressions of Interest

Registration Fee:

• $1095.00 GST Free.
• Some discounts available.
• Fee not supported by HECS/FEE HELP.

Open enrolment subjects

Description:

Learn to succeed in today’s business environment by harnessing creativity and innovation through design thinking.

Top companies such as Apple and Toyota stay ahead of the game through innovation. Learn to harness innovation in your organisation by applying the key concepts of design thinking.

Design thinking is an innovative approach that enables you to develop solutions to complex problems, find and solve problems, bring new products and solutions to market, and develop unique customer experiences.

In this interactive high impact course you will learn what design thinking is and how to embed it in your organisation.

Whether you are focusing on developing new products, a new customer experience, or addressing strategic problems, revolutionise the way you perceive and resolve these issues by innovating using a design thinking approach.

This course covers:

• Understand the design thinking process
• Empathise and connect with customers to better understand the customer’s journey
•  Acquire the tools necessary to co-develop unique customer experiences
• Work effectively as a team to produce innovative solutions
• Develop the mindset necessary to iterate with confidence
• Plan and drive innovation projects effectively

Learning Outcomes:

You will gain:

• A core understanding of the broad range of innovation and customers in your organisation.
• The nexus of innovation, design thinking and customer experience.
• Tools and activities to bring forward design thinking to enable innovation and enable impactful customer experiences.

Your organisation will gain:

• Build internal capabilities to apply design thinking to enable small and large scale innovation, continuous improvement, ultimately building your customer experience.
• Stay ahead of the game by providing avenues for your organisation to innovate and stay relevant.

Career Outcomes:

This course suits:

• Executives, Senior Leaders and Managers involved in strategy, customer experience or product development

• Leaders responsible for value creation and capture
• R&D personnel in product or service industries

Professional/Industry Recognition:

• participants will receive a University of Adelaide Certificate of Completion.

Participation Requirements:

• All online sessions are compulsory to achieve completion of course.
• The willingness to participate and engage with the instructor and other course participants.

Special Requirements:

Your course will be delivered via our online learning platform and you will need to have full access to the following:

• computer or tablet
• web browser Chrome or Firefox to view your course online
• webcam, headphones and microphone
• internet connection (broadband or 4G minimum)

Course Schedule and Duration:

• Open to Expressions of Interest

Registration Fee:

• $595.00 GST Free.
• Some discounts available.
• Fee not supported by HECS/FEE HELP.

Description:

Understand your leadership style and use it to transform your organisation’s customer experience.

Rethink your organisation’s customer journey to build positive and unique experiences.

Focusing on your leadership style and how this impacts your customer journey, this course creates value for your customer and captures value for your company. At the end of the course, you will learn how to lead the transformation of your company into an agile, customer-centric organisation.

• shape innovation, learning, and change by cultivating your leadership style and behaviour
• create a successful CX strategy that creates unique customer experiences
• deliver on customer promises whilst creating value for employees and stakeholders Spur continuous innovation through iteration and value creation.

Learning Outcomes:

You will gain:

• an understanding of how to lead a successful Customer Experience strategy and the tools you need to implement it
• increased leadership and change management skills.

Your organisation will gain:

• greater capacity to be agile and innovative whilst and meeting the needs of the diversity of stakeholders
• enhanced leadership capability to lead teams through customer experience design and change programs.

Career Outcomes:

• This course suits those who are responsible for managing their organisations’ customer experience, and those who have completed the Designing the Customer Experience short course.

Professional/Industry Recognition:

• gain credit into the University of Adelaide Professional Management Program by completing this course and its assessment
• the course offers pathways into the Adelaide MBA as part of the Professional Management Program
• participants will receive a University of Adelaide Certificate of Completion.

Participation Requirements:

• All online sessions are compulsory to achieve completion of course.
• The willingness to participate and engage with the instructor and other course participants.

Special Requirements:

Your course will be delivered via our online learning platform and you will need to have full access to the following:

• computer or tablet
• web browser Chrome or Firefox to view your course online
• webcam, headphones and microphone
• internet connection (broadband or 4G minimum)

Course Schedule and Duration:

15 hours over 4 weeks inclusive of 4 live learning sessions:

• Thursday 28 May 2020; 9.30am-12.30pm (ACST)
• Thursday 4 June 2020; 9.30am-12.30pm (ACST)
• Thursday 11 June 2020; 9.30am-12.30pm (ACST)
• Thursday 18 June 2020; 9.30am-12.30pm (ACST)

Access to online course activities opens one week prior to first live learning session.

Registration Fee:

• $1095.00 GST Free.
• Some discounts available.
• Fee not supported by HECS/FEE HELP.