Current course offerings

Please Note: Course profiles marked as not available may still be in development.

Course description

Customer experience takes place in digital, physical and social realms. It is holistic in nature, comprised of all interactions customers have with an organisation. This course explores the importance of understanding and mapping customer journeys, appreciating how technologies are transforming the customer experience, and the need to use appropriate new metrics to measure customer experiences across the three realms - digital, social and physical. This course will examine how value is co-created in customer experiences, including through interactions sensors, with service providers - humans and/ robots, other customers and the impacts for service design and organisational culture.

Archived offerings