MKT1100 Customer Experience

In Semester 3, 2023 this course will be delivered as a Transition (9 week) semester, commencing on 13 November 2023 and concluding on 12 January 2024.

With the business world rapidly changing and an increased focus on globalisation, automation and collaboration, it is no longer simply a great product that gives you a competitive advantage. Businesses are increasingly looking for innovative, memorable and delightful customer experiences to set themselves apart.

This introductory course will help you to gain practical skills to identify, evaluate and shape consumer needs and develop breathtaking customer experiences. Using real-life examples, we will explore in-depth customer experience analysis, optimisation and strategy, consider the user experience in design, and customer journey mapping to create unique experiences that can be immediately applied in any workplace.

On completion of this course students should be able to:

1. discuss how the adoption of a experience focus can enhance an organisation’s performance;
2. evaluate the impact of technology on the processes associated with taking a customer experience focus on business;
3. apply critical thinking to develop an ethical and professional approach to the implementation of customer experience strategies in business;
4. communicate the value of adopting a customer focus across the functions of the business in a professional manner.