10 weeks in our virtual classroom. Includes live virtual sessions and on-demand lectures.
Guest Speakers
What you’ll learn
The course covers the application of CX across acquisition and retention goals, within marketing and service environments that are both offline and online. Course topics include:
- CX Foundations – what it is, why it is important and the role of brand
- The role of data and insights in targeting the right audience at the right time
- Understanding the customer lifecycle and how to identify moments that matter
- The evolution of rules based decisioning and contact strategies to machine learning and AI
- Designing differentiated, personalised, omnichannel experiences (including physical and product touchpoints, digital media and web environments, plus 1:1 comms such as call centres, email, chat, SMS and push notifications)
- Best practices of content and offer creation
- How to shift from campaigns to always-on programs
- The data and technology required to enable frictionless experiences
- Best practices in measurement and optimisation of always-on programs
- Cross-functional team structures, agile ways of working and stakeholder management
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
Who should do this Certificate?
This certificate is an Advanced Learning Level. It’s time to see the bigger picture. You’ve applied these skills multiple times, and now you’re ready to optimise them, use them as part of a broader marketing story and cement your abilities as an experienced marketer that understands the whole journey.
Share your achievement
At the successful completion of this course, you will earn a verified ADMA Digital Badge. This badge can be shared on your social channels such as LinkedIn and Facebook for your colleagues, friends, and family to see.
Why choose ADMA?
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.
About this course
For many commoditised and competitive industries, designing a differentiated customer experience is critical to success and the concept of the 4Cs of Customer, Communication, Channel and Cost has now evolved from the traditional 4Ps of Price, Product, Promotion and Placement.
As a result modern marketers are looking to move beyond multi-channel marketing into a truly omni-channel experience across all customers.
This course will equip you with the knowledge and skills to develop and lead CX programs across your business.
Get access to the virtual classroom
AU$3,856.05 PER PERSON
*Including GST
Member AU$3,277.89 PER PERSON
Course Details
19-05-2026 | 09:00 AM
leading
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...