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With the world’s rapid technological advancements and increasing customer expectations, it’s virtually impossible for any 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.

In this introductory course you will gain practical skills to identify, evaluate and shape consumer needs to develop breathtaking customer experiences, including recognition of cultural background. Using real-life examples and critical and reflective thinking you will explore in-depth customer experience analysis, optimisation and strategy, UX design and customer journey mapping to create unique experiences that can be immediately applied in the workplace.

On completion of this course students should be able to:

1. work independently and collaboratively to research, examine, and evaluate ideas from a variety of scholarly and credible sources to influence and inform the adoption of a customer experience focus that will enhance an organisation’s performance;
2. analyse and apply knowledge of technology on the processes associated with taking a customer experience focus in business;
3. engage in critical and reflective thinking to develop an ethical and professional approach to the implementation of culturally sensitive customer experience strategies in business;
4. communicate professionally to both internal and external stakeholders the value of adopting a customer focus across the functions of the business.