Customer Experience (CX) Design, Delivery and Diagnosis
Dates
Thursday, 9 May 2024
9am–4.30pm
Overview
While Customer Experience (CX) has always been integral to a company’s success, it is now more important than ever thanks to a challenging operating environment, technological advancements, and evolving consumer expectations and behaviour.
In fact, CX has become the highest strategic priority for many businesses, and in many ways, it is the new competitive battlefield. This means that businesses must ensure that their CX strategies can deliver positive, valuable and differentiated interactions at every customer touchpoint.
Although many business leaders are aware of the importance of providing exceptional CX, many fail to see the holistic and integrated dimensions of CX and understand that it is both an art and science. Depending on a brand’s CX maturity, a focus on CX can require complete transformation in customer interactions and communications.
With so many moving parts, delivering consistently great CX is also a complex and ongoing process. But the results speak for themselves, with CX-led transformations leading to higher revenue growth, lower costs to serve customers, improved customer satisfaction and higher employee engagement.
To successfully compete on CX, organisations need to adopt a coordinated effort that involves designing, delivering and diagnosing customer interactions at key touchpoints. Through this focus, businesses can create memorable experiences for customers who interact with their brand at every step of their journey – from marketing to sales to service, and everywhere in between.
Offered by the School of Business, Law and Entrepreneurship at Swinburne University of Technology, this new program will help attendees to develop transformative skills, ideas and strategies to compete and win with CX.
Who should attend?
This course is designed for:
- mid-level managers and leaders from all sectors of banking, retailing, agencies and other industries that are customer facing
- brand, marketing and insights managers and employees
- managers and employees responsible for CX improvement
- managers responsible for daily operations and interactions with customers
- independent business owners keen to enhance their knowledge of CX and apply these benefits to their organisations and customer-facing employees
Location
Swinburne University of Technology
Australian Graduate School of Entrepreneurship Building
Corner of Wakefield and William Streets, Hawthorn VIC
Cost
Registration for one day: A$895 plus GST per person
Registration for two days: A$1,700 plus GST per person
Registration for three days: A$2,450 plus GST per person
Registration
For registration enquiries, contact Kristy Horne on +61 3 9214 5961 or khorne@swinburne.edu.au.
To register, complete the registration form [PDF 949KB].
CX Design, Delivery and Diagnosis provides a holistic and strategic look at being customer centric and successfully competing on customer experience. Specific topics include:
- CX fundamentals: key priorities and concepts
- key customer groups (personas and segments)
- CX journey mapping and analysis
- CX measurement and improvement
- best practice case studies and next practice trends
- practical tips of how CX can add value to your business and build competitive advantages
Aimed at mid-level managers, this program will help you develop and apply knowledge and skills in CX design, delivery and diagnosis through a range of interactive, experiential and case-based learning activities.
A diverse participant mix will collaborate in an engaging setting, sharing experiences and ideas, exploring and applying frameworks, and discovering best and next practices.
David Ginsberg
David is a highly credentialed and well-regarded business and retail expert and has a diverse background comprising of over 30 years in senior management and advisory roles for multinational organisations.
With a formidable customer-centric focus, David has led organisational and experiential change at 7-Eleven Hong Kong & Australia, Shell Asia Pacific & The Middle East, Dairy Farm International Hong Kong, Macro Wholefoods, Franklin's Supermarkets, BP Australia, The Warehouse New Zealand, Westfield, Metcash, CSR, Dulux, Treasury Wine Estates, Swisse, Sanofi, Coles, Woolworths, Australian Pharmaceutical Industries (Priceline) and United Fuel.
Possessing a strong communication, public speaking and educational repertoire, David is an Adjunct Industry Fellow at Swinburne University of Technology where he teaches industry-engaged courses to postgraduate and executive students. David is also an Associate at Melbourne Business School, a lecturer at RMIT, and has worked at Monash Business School as a Program Director at the Australian Centre for Retail Studies.
Customer Experience (CX) Design, Delivery and Diagnosis
Looking for more information?
For further information contact Kristy Horne on +61 3 9214 5961 or khorne@swinburne.edu.au.