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Customer Experience (CX): Elevate

› 10 weeks› Part-time

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COURSE SNAPSHOT

METHOD OF STUDY

Online, with class-based live sessions.

TIME COMMITMENT

60-80 hours over 10 weeks.

LEARNING OUTCOMES

10 modules.

COURSE OUTCOMES

A CX portfolio project. An industry-recognised Certificate of Completion.

LEVEL OF STUDY

Intermediate course (Elevate).

No prerequisites required.

Hello and welcome to Academy Xi! Our mission is to transform the world through education by empowering a community of changemakers with the knowledge and skills to create their own positive waves of change.

Academy Xi is our answer to the insatiable demand for design and technology capabilities across all industries. We run short, practical and industry relevant courses in Human-Centred Design, Business & Marketing and Tech & Data.

Designed and taught by passionate industry experts, our courses empower people and teams with the skills and confidence to stay ahead of the industry curve, build a future-ready career and transform their lives.

Academy Xi: Our story

CX is the sum total of a customer’s interactions and perceptions of a brand’s products or services, dictating their holistic emotional response to it. This spans the lifetime of a relationship, encompassing all touchpoints and experiences.

What is Customer Experience (CX)?

“One in three consumers will walk away from a brand they love after just one bad experience.”

—PwC, The Future of CX

Businesses are always striving for more memorable experiences to set themselves apart, driving competition and continually raising the bar. Improved CX leads to strengthened brand loyalty and thus a deeper connection with it. This delivers an increased customer lifetime value (CLV) and new leads through word of mouth. For the majority of businesses, generating repeat customers is a key objective and great customer experiences deliver exactly that.

As a result, when surveyed, 44% of organisations report they are principally looking to differentiate themselves and win customer loyalty over the next 5 years through improved CX. This creates a huge demand for workers trained in the discipline.

PL ACING CX IN THE HCD FAMILY

As a member of the Human-Centred Design (HCD) family, CX is closely tied to User Experience (UX) and Service Design. While UX and Service Design both take a look at the customer journey, CX goes a step further, focussing on the perceived value of the brand’s offering.

CX takes the concept of HCD and applies it to more than just design. Looking at how an organisation is structured, how it communicates with its customers, the strategies it employs to grow its business. Even considering how it treats its staff and stakeholders. If marketing and HCD had a baby, it would be CX.

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Why study with us online

CREATE YOUR CX STRATEGY

Create a strategy that you can action in a current role or use as a portfolio piece. This is the opportunity to demonstrate your practical skills and understanding to current or future employers.

EARN AN INDUSTRY-RECOGNISED CERTIFICATE

Receive a Certificate of Completion as official recognition of your competencies, theoretical knowledge and practical skills in CX. As our courses are trusted by industry leaders, including organisations and recruiters across Australia, adding this credential to your CV and LinkedIn profile can greatly boost your employment prospects.

LEARN BY DOING

Practical skills are key to succeeding and standing out in a competitive market. In addition to teaching you the core theoretical concepts of CX, you’ll cement your skills by working on practical activities throughout each topic. After all, the best way to learn is by doing.

TAUGHT BY LEADING INDUSTRY PRACTITIONERS

Our courses are designed and supported by leading industry experts with extensive experience. Being a seasoned CX practitioner doesn’t qualify you to teach, nurture students or lead projects effectively. So we hand-pick our instructors to guarantee their extensive experience, both in the field and online classroom.

HIGH-QUALITY CONTENT

Our courses are crafted exclusively in-house by experienced learning designers, in partnership with master practitioners, industry experts, recruiters and students, referencing local and global best practices. What you’ll learn is always current, and industry applicable, ensuring you stay ahead of the curve in a fast changing industry.

COHORT-BASED

Never feel like you’re studying alone as you start the course and go through the topics at the same pace as all other students. Regularly interact with your mentor and classmates to discuss current topics and work on activities, replicating the collaborative approach required in real-life.

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WEEKLY L IVE SESSIONS WITH Q&A

Access exclusive live content not found anywhere else, discuss projects, unpack CX concepts with your mentor and classmates, as well as listen to live presentations from leading industry experts.

MENTOR ON-DEMAND

Book 1:1 sessions* with your mentor to seek clarity and receive personalised feedback about your work throughout the course.

*Limit of two consultations per student

ALUMNI BENEFITS

Gain access to our alumni-exclusive events and Slack channel with job offers, career guidance and networking opportunities. Receive discounts on future courses and a $500 credit when you refer a friend.

Why choose this course?

Customer Experience (CX) is a future proof discipline that will remain in demand. It’s an innately human skillset, that technology simply cannot truly understand and replicate.

In this course you will gain a broad understanding of CX, including foundational CX theory, where CX fits in an organisation, and how best to approach influencing others to adopt a CX mindset. You will also graduate with a slew of practical CX skills including CX research and stakeholder management techniques, customer journey mapping, CX strategy design and much more.

You will walk away having created a CX strategy project, that can be actioned in your current role or used as a portfolio piece to demonstrate your practical skillset to current and future employers.

Enjoy a social and interactive learning environment, completing the course at the same time and pace as all other students. Thanks to regular classmate interactions, weekly live video sessions, and on-demand private consultations with your mentor, you’ll never feel like you’re studying alone.

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INTRODUCTION TO CUSTOMER EXPERIENCE (CX)

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• Introduction to Human-Centred Design (HCD)

• The difference between CX, Service Design (SD), User Experience (UX), marketing and project management

• The impact, roles and 10 principles of great CX

What you’ll learn

Familiarise yourself with the background, core concepts, terminology, and applications of CX.

CUSTOMER EXPERIENCE (CX) RESEARCH

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2 • Conduct consumer interviews and surveys

• Read, make sense of and apply data

Learn how to bring the voice of the customer into a business with research techniques and how to:

• Conduct effective desktop research

• Know which technique to deploy and when

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CUSTOMER INSIGHTS AND DATA STORYTELLING

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3 • Extract insights from data

• Present your insights to stakeholders

Explore the importance of storytelling with data and the role of data in developing insights, learning how to:

• Distribute insights to an organisation

CUSTOMER SEGMENTATION

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4 • Introduction to segmentation

• Psychographic segmentation

Learn about segmenting customers in a way that allows you to serve their different needs and validate your insights.

• Who are your customers and what do they want?

• How to validate your insights

• How to apply your segmentation

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STAKEHOLDER ENGAGEMENT

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5 • CX and stakeholder engagement

• The role of CX in an organisation

Explore the role of CX in an organisation and the stakeholders involved.

• Understand and align with an organisation’s vision

• Learn how to overcome operational restrictions

CUSTOMER JOURNEY ANALYSIS

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6 • What is a customer journey?

• The role of Service Design (SD) in journey mapping

Explore the customer journey, learning how to define and draw insights from it.

• How to map a customer journey and extract key insights

• Introduction to journey metrics

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CUSTOMER EXPERIENCE (CX) STRATEGY

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7 • How to write a CX strategy

• Presenting your CX strategy

Learn the key requirements and gain all the tools you need to develop your own CX strategy, making impactful CX decisions.

• Measuring your CX strategy

• Creating an minimum viable product (MVP) CX strategy

CUSTOMER JOURNEY OPTIMISATION

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8 • How to prioritise optimisations

• Applying design thinking to customer journeys

Learn how to optimise your customer journey, ensuring it delivers desired outcomes by applying design thinking techniques.

• Defining the challenge

• Generating, testing and implementing solutions

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CUSTOMER EXPERIENCE (CX) PROGRAM ROLLOUT

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9 • Creating a CX program rollout plan

• Designing rollout training and support

Learn how to implement your CX strategy by converting it into an actionable program working with all the relevant stakeholders.

• How to ensure effective communications to support rollout

• The use of technology in a rollout

CUSTOMER EXPERIENCE (CX) MEASUREMENT

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10 • Benefits of NPS, CSAT and CES and when to use them

• Custom metrics

Understand customer metrics, their role in measuring overall CX and the technology involved.

• CX measurement technology

• Calculating the ROI of CX

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By the end of this course, you will be able to:

• Understand and articulate key CX principles and strategies

• Provide organisations with an understanding of their customers using research and data

• Create and implement CX strategies that deliver exceptional customer experiences

• Measure and evaluate the performance of CX strategies through data

Learning outcomes

Our Customer Experience (CX) Online Elevate course is ideal for:

• Anyone looking for a mentor-led professional development course with in-depth coverage of the theory and practice of CX

• Those designing customer journeys, who want to implement and measure CX best practices and strategies to create exceptional experiences

• Learners in customer facing roles, seeking to introduce CX best practice to their day-to-day job

• Job hunters looking for a practical online course where they can develop a personal CX project to display in their portfolio

• Working professionals who want to enrich their career and polish their experience, with in-demand skills

• Anyone looking to increase their salary, job opportunities, or job responsibilities with CX skills

But don’t worry, there are no prerequisites to enrol. We welcome students from all levels and professional backgrounds. Simply turn up with passion, curiosity, and commitment to complete this 10-week schedule.

Who this course is for

Our graduates are recognised by the industry to possess the essential knowledge and skills required in their chosen field. Your personal CX project will be accessed to ensure you achieve the specified outcomes. Don’t be daunted, this is an excellent opportunity for you to demonstrate and articulate your understanding of key CX skills and your hands-on experience. At the end of week 10, you’ll need to submit your CX strategy to graduate.

Portfolio assessment

The course takes approximately 60-80 hours over 10 weeks. This timeframe includes working through the learning materials, attending live sessions, participating in 1:1 mentoring sessions, completing course activities, developing your CX strategy and communicating with your peers and mentor.

You’ll have 12 months access to the course content. As well as unlimited access to your CX Toolkit, which includes templates and tools required throughout the course and beyond! Should you require additional time to complete the course, contact us at onlinesupport@academyxi.com.

Course timeframe

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In your weekly live sessions, you’ll be able to ask questions to your mentor and interact with your peers. Throughout the duration of the course, you’ll also be able to book two 1:1 sessions with your mentor to track your progress and receive personalised support.

For any technical questions, reach out to our Experience Team at onlinesupport@academyxi.com who’ll help with any enquiries you may have.

Support and feedback

GET IN TOUCHSpeak to one of our Course Advisors to clear up any questions:

admissions@academyxi.com

1300 683 923

Live Chat

Next steps