Customer Experience Innovation
Help organisations identify elements that form customer expectations and develop new methods to design, innovate and achieve desirable levels of customer experience.
Learning Objectives
- Develop and understand a customer journey map for the organisation.
- Analyse the gaps in the customer journey map.
- Propose improvements to innovate the customer experience and evaluate suggested improvements.
- Plan and implement reccomendations to enhance the customer experience.
Class Schedule 2021
In-class (Weekdays)
3 Days, 9AM-6PM
Run 1
Day 1: Monday, 9 Aug
Day 2: Thursday, 12 Aug
Day 3: Friday, 13 Aug
Run 2
Day 1: Tuesday, 10 Aug
Day 2: Wednesday, 11 Aug
Day 3: Saturday, 14 Aug
Run 3
Day 1: Monday, 16 Aug
Day 2: Tuesday, 17 Aug
Day 3: Wednesday, 18 Aug
Run 4
Day 1: Thursday, 26 Aug
Day 2: Friday, 27 Aug
Day 3: Saturday, 28 Aug
Run 5
Day 1: Tuesday, 7 Sep
Day 2: Wednesday, 8 Sep
Day 3: Thursday, 9 Sep
Run 6
Day 1: Tuesday, 28 Sep
Day 2: Wednesday, 29 Sep
Day 3: Thursday, 30 Sep
Run 7
Day 1: Tuesday, 19 Oct
Day 2: Wednesday, 20 Oct
Day 3: Thursday, 21 Oct
Run 8
Day 1: Wednesday, 10 Nov
Day 2: Thursday, 11 Nov
Day 3: Friday, 12 Nov
Run 9
Day 1: Wednesday, 1 Dec
Day 2: Thursday, 2 Dec
Day 3: Friday, 3 Dec
Run 10
Day 1: Wednesday, 22 Dec
Day 2: Thursday, 23 Dec
Day 3: Friday, 24 Dec
Weekends
3 Saturdays, 9AM-6PM
Day 1: Saturday, 13 Nov
Day 2: Saturday, 20 Nov
Day 3: Saturday, 27 Nov
Online (Zoom)
3 Days, 9AM-6PM
Day 1: Thursday, 5 Aug
Day 2: Friday, 6 Aug
Day 3: Monday, 7 Aug