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. Companies adopting a customerfirst strategy must also consider their users’ interactions with its brand’s website, its marketing, sales, customer service, and more.

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: 

• Synthesise and assess the customer experience from new and existing data
• Create and justify future state journey maps and prototypes
• Critically analyse customer experience metrics and make recommendations for their use
• Create and communicate a customer experience strategy to achieve business goals

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 another Future Skills short course, this course may be eligible for credit into certain RMIT degree programs, subject to entry requirements. Click here for more information.