Customer Experience Management
UndergraduateTUA-BIZ2042026
Course information for 2026 intake
Discover how businesses thrive by focusing on customers. From personas to journey maps, you’ll work with practical CX tools to document the customer experience. Analyse trends. Propose strategies. Get to the heart of customer satisfaction and loyalty.
- Study method
- 100% online
- Assessments
- 100% online
- Enrol by
- 8 Feb 2026
- Entry requirements
- Part of a degree
- Duration
- 12 weeks
- Start dates
- 16 Feb 2026,
- 1 June 2026,
- 14 Sept 2026
- Price from
- $2,625
- Upfront cost
- $0
- Loan available
- FEE-HELP available
Customer Experience Management
About this subject
By the end of this 12-week subject, you'll be able to:
- Substantiate the customer experience as the heart of business strategy.
- Articulate the voice of the customer to inform business strategy.
- Construct a customer journey map.
- Propose strategies to improve the customer’s experiences.
- Defining the Customer and the Customer Experience
- Aligning Customer Experience with Strategy
- Customer Personas
- Customer Centricity
- Customer Experience Journey Mapping
- Customer Touchpoints
- Strategies to Improve the customer experience
- New Market Customer Experience Journey Mapping
- Emerging trends in customer experience
It is critical for businesses to ensure that customers are at the core of all they do and that business strategy drives and supports a Customer Experience (CX) Management approach. In this subject, you will examine the Customer Journey Map and learn why every interaction (or Touchpoint) helps businesses to better understand their customers’ perceptions, feelings, and experiences with a brand’s products and services. Through the lens of the customer, you will propose new strategies to improve the customer experience.
- Customer Experience Analysis Report (30%)
- Customer Journey Map and Presentation (40%)
- Recommendations Report (30%)
For textbook details check your university's handbook, website or learning management system (LMS).
At Torrens University Australia you can tailor your study to suit your lifestyle. Thanks to their innovative digital learning system you’ll gain the ultimate in flexibility, and still receive personalised guidance from academics and access to work placement, mentorship and internship opportunities. Online you can attend live classes or view recorded sessions, connect with lecturers and fellow students, and access content on-demand 24/7.
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Entry requirements
Part of a degree
To enrol in this subject you must be accepted into one of the following degrees:
Elective
- TUA-HTM-DEG-2026 - Bachelor of Business (Hospitality and Tourism Management)
Prior study
You must have successfully completed the following subject(s) before starting this subject:
Additional requirements
No additional requirements
Study load
- 0.125 EFTSL
- This is in the range of 10 to 12 hours of study each week.
Equivalent full time study load (EFTSL) is one way to calculate your study load. One (1.0) EFTSL is equivalent to a full-time study load for one year.
Find out more information on Commonwealth Loans to understand what this means to your eligibility for financial support.
Related degrees
Once you’ve completed this subject it can be credited towards one of the following courses
Bachelor of Business (Hospitality and Tourism Management)
UndergraduateTUA-HTM-DEG