What’s the secret to customer retention and loyalty? An exceptional customer experience.
This certificate equips you with the frameworks and strategies to build seamless omnichannel experiences that keep customers engaged at every touchpoint.
You'll explore the customer lifecycle, data-driven personalisation – and how to create frictionless journeys with automation and AI.
Then, learn to lead always-on CX programs across your organisation, fuelling acquisition, retention and measurable growth.
Guest Speakers
What you’ll learn
You'll learn to design and lead CX programs that drive acquisition and retention – online and off. By the end of this certificate, you'll be able to:
- Understand the customer lifecycle and identify moments that matter most
- Audit your organisation's CX performance and pinpoint where to improve
- Use data and insights to target the right audience at the right time
- Design personalised omnichannel experiences across digital and physical touchpoints
- Shift from one-off campaigns to always-on CX programs
- Measure and optimise CX programs for continuous improvement
- Lead CX transformation and align teams across your organisation
Course Content
Module 1: UNDERSTANDING CUSTOMER EXPERIENCE
Module 2: UNDERSTANDING CUSTOMER LIFECYCLES AND JOURNEYS
Module 3: CX INSIGHTS - RESEARCH AND CUSTOMER FEEDBACK
Module 4: CX INSIGHTS - DATA AND ANALYTICS
Module 5: DESIGNING OMNICHANNEL EXPERIENCES
Module 6: EXECUTION FRAMEWORK, TARGETING AND DECISIONING
Module 7: PERSONALISED CONTENT AND CHANNELS
Module 8: MEASUREMENT AND TECH ENABLEMENT
Module 9: CX LEADERSHIP
Is this course for me?
This is a Leading Learning Level course.
It’s designed for seasoned marketers who drive strategy, lead teams and shape business outcomes.
With the right thinking, you can take your organisation to new heights.
Badge up and stand out
Pass the final assessment to receive a verified ADMA digital badge at the end of this course.
Share it on LinkedIn or your social channels to highlight your new skills and boost your professional presence.
Why choose ADMA?
Always future-focused
Marketing never stands still, and neither do we.
Our courses prepare you for what’s now and what’s next, with practical strategies you can apply immediately in your role.
Trusted by market leaders
As Australia’s leading authority on the future of marketing, we’re a trusted voice in a fast-moving industry.
Our members include marketing trailblazers and world-leading brands.
Created by industry, for industry
Our courses are written and led by powerhouse industry professionals.
Which means you’ll get up-to-date insights and direct access to an expert working in the field.
Any questions?
How you’ll learn
This certificate runs over 10 weeks, blending self-paced learning with live expert-led sessions.
Access new content each week from case studies and group activities to discussion forums and challenges to work through at your own pace
Then, join a 90-minute live tutorial every week to dive deeper with your instructor, guest speaker and peers.
In week 10, you’ll have the option to take a final assessment. If you pass it, you’ll earn an ADMA Customer Experience Digital Badge to share with your network.
Please note: On-demand lectures and resources are available 24/7, but live sessions are not recorded.
Get access to the classroom
AU$3,895.00 PER PERSON
*Including GST
Member AU$3,311.00 PER PERSON
Course Details
19-05-2026 | 05:00 PM - 21-07-2026 | 06:30 PM
Virtual Classroom
Your instructor
Simone Blakers
Customer Experience Consultant, LiquidCX
Simone Blakers is the founder of Liquid CX. A geek at heart, she has a passion for combining emer...