Thursday 19 October 2023
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
Swinburne University of Technology
Australian Graduate School of Entrepreneurship Building
Corner Wakefield and William Street, Hawthorn VIC
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
For registration enquiries, contact Kristy Horne on +61 3 9214 5961 or email@example.com.
To register, complete the registration form.