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 leadership commitment to understanding and mapping customer journeys, appreciating how technologies are transforming the customer experience, and using appropriate new metrics to measure customer experiences across the three realms. This course will examine how leaders can ensure value is co-created in customer experiences, including through interactions sensors, with service providers ¿ humans and/or artificial intelligence ¿ other customers, and the impacts for service design and organisational culture.

Archived offerings