Customer Experience Strategy and Design

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 specialisation course in CX Strategy and Design offers practical skills to identify, evaluate and shape consumer needs and develop breathtaking customer experiences for the digital buisness.

BAU offers this intensive online specialisation course in collaboration with RMIT University in Australia with the aim of bringing the methods of this prestigious institution to design professionals in Europe.

• Identify and demonstrate the fundamentals of CX
• Analyse the expectations of customers while recognising the wide-ranging business factors
• Articulate and apply customer journey maps
• Examine opportunities for improved experience and business performance
• Design solutions for improved CX across the entire business model
• Implement CX thinking and approaches into business strategy

Learn about CX strategy and your customers

• What is CX?
• Know your customers
• Milestone: describe your project and conduct and interview

Customer journeys and experiences

• Articulate customer pain points (and gain points)
• Personas and empathy map
• Customer experience map
• Project: complete an experience map

Trends and opportunities

• CX your business strategy
• Identify trends
• Identify opportunities
• Project: complete your bussines goals, trends and opportunities

Design customer experience solutions

• Identify what to design/implement/build
• Create a prototype
• Test your prototype with customers
• Project: complete your future state journey map and test your prototype

Measure your impact

• Measure customer experiences
• Implement change
• Project: Complete an experience map

How to maintain and optimise your CX strategy

• Continuous improvement
• Future exploration on future trends
• Tap into industry experts
• Project: project reflection with peers and mentors

Cost of the course: 630 €

This course does not offer discounts to former BAU students because it is not an exclusive education program of the centre, but of our partner RMIT University.