Home IQ Education Customer Experience Certificate Customer Experience Virtual Class Customer Experience Certificate Equip yourself with the knowledge and skills to develop customer experience programs to achieve acquisition and retention goals. Download brochure Instructor: Simone Blakers Founder of Liquid CX, Simone combines emerging technology, data and social media to design experiences that customers share. Overview Calendar Program Who should do this course ADMA EARLY BIRD SPECIAL ENTER CODE EARLYBIRDSFLOURISH AT CHECKOUT TO SAVE 20% Terms and Conditions Apply Customer Experience Customer Experience Certificate 10 weeks in our virtual classroom. Includes live virtual sessions and on-demand lectures. instructor Simone Blakers Virtual Classrooms Customer Experience Cetificate Start 4 February 2025-8 April 2025 04-02-2025 03-06-2025 14-10-2025 ADMA Member $3,749.90 Per Person pp *including GST Non-Member $4,695.00 Per Person pp *including GST Can't make the date? Register your interest for a future course and we'll notify you when it opens for enrolment REGISTER INTEREST Customer Experience Cetificate Start 3 June-5 August 2025 04-02-2025 03-06-2025 14-10-2025 ADMA Member $3,749.90 Per Person pp *including GST Non-Member $4,695.00 Per Person pp *including GST Can't make the date? Register your interest for a future course and we'll notify you when it opens for enrolment REGISTER INTEREST Customer Experience Cetificate Start 14 October-16 December 2025 04-02-2025 03-06-2025 14-10-2025 ADMA Member $3,749.90 Per Person pp *including GST Non-Member $4,695.00 Per Person pp *including GST Can't make the date? Register your interest for a future course and we'll notify you when it opens for enrolment REGISTER INTEREST New Course Vetted by industry leaders Highly sought after skill Related resources: What is Customer Experience (CX) and why does it matter? How do you create a great customer experience? Best Practice Customer Experience webinar 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. Guest Speakers Guest speaker Hamish Stewart National Executive Creative Director of Experience at CHEP Network Guest Speaker Chris Hayward Director (Acting), Customer Decisioning & Performance Customer Engagement at Optus Guest Speaker Richard Whitworth Head of Customer Engagement, Seven Network CX Certificate at a Glance What you will learn Complete a CX audit of your business Identify strategic areas for improvement Create an executional plan Gain applicable skills Earn an industry certified digital credential How will you learn it Instructor led course On demand lectures Live instructor sessions Approx 30 hours content 6 months access Who will teach it to you Simone Blakers Customer Experience Consultant Over 25 years industry experience Passion for emerging technology, data & social media What you will 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 Covers Module 1: UNDERSTANDING CUSTOMER EXPERIENCE 1.1 What is Customer Experience 1.2 Why is Customer Experience important 1.3 The importance of Brand in Customer Experience 1.4 Unlocking emotional connections through CX 1.5 Foundations of activating CX strategies 1.6 Shifting from campaigns to always on strategies 1.7 Comprehensive Questions 1.8 Live Tutorial Module 2: UNDERSTANDING CUSTOMER LIFECYCLES AND JOURNEYS 2.1 What is the customer lifecycle? 2.2 Journey Mapping types 2.3 Customer Journey Map ingredients 2.4 Identifying moments that matter 2.5 Comprehensive Questions 2.6 Live Tutorial Module 3: CX INSIGHTS - RESEARCH AND CUSTOMER FEEDBACK 3.1 Where does customer experience insight come from? 3.2 Internal 'desktop' research 3.3 Customer surveys 3.4 Qualitative depth research 3.5 UX research Module 4: CX INSIGHTS - DATA AND ANALYTICS 4.1 What do we mean by 'data'? 4.2 Data collection sources 4.3 Data analytics and Segmentation methodologies 4.4 Comprehensive Questions 4.5 Live Tutorial Module 5: DESIGNING OMNICHANNEL EXPERIENCES 5.1 Omni-channel Experiences 5.2 Human-Centred design 5.3 Comprehensive Questions 5.4 Live Tutorial Module 6: EXECUTION FRAMEWORK, TARGETING AND DECISIONING 6.1 CXM Maturity Scale 6.2 SMART goals 6.3 Targeting 6.4 Decisioning 6.5 Comprehensive Questions 6.6 Live Tutorial Module 7: PERSONALISED CONTENT AND CHANNELS 7.1 Personalised Content 7.2 Channels 7.3 Comprehensive Questions 7.4 Live Tutorial Module 8: MEASUREMENT AND TECH ENABLEMENT 8.1 Measurement, testing and optimisation 8.2 Tech and Data enablement 8.3 Comprehensive Questions 8.4 Live Tutorial Module 9: CX LEADERSHIP 9.1 CX Transformation 9.2 An evolving Team structure 9.3 Developing a CX Business Case 9.4 Comprehensive Questions 9.5 Live Tutorial 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. Find out more about ADMA Digital Badges. FAQs How long is the course? This course has 10 modules and each module is delivered on a weekly basis. There are 9 learning weeks, with week 10 allocated to the final assessment. Self-paced learning content is released weekly and includes a mix of group activities, case studies, readings, discussion forums, weekly challenges, and comprehension questions at the end of each Module. These are available on demand. A feature of the CX Certificate is the 90 min live tutorial (and occasional guest speaker) each week on Tuesday 5.00 pm - 6.30 pm AEST. All course content will be available for the 10 weeks of your course, for a duration of 6 months total. What dates and times do I need to be online for the live tutorials and Q&A sessions? For the Customer Experience Certificate starting on 11 June 2024, tutorials occur weekly on a Tuesday from 5:00 to 6:30 pm NSW time (AEDT). Tuesday, 11 June Tuesday, 18 June Tuesday, 25 June Tuesday, 2 July Tuesday, 9 July Tuesday,16 July Tuesday, 23 July Tuesday, 30 July Tuesday,6 August Tuesday, 13 August 1:1 Live tutorials are not recorded. For the Customer Experience Certificate starting on 10 September 2024, tutorials occur weekly on a Tuesday from 5:00 to 6:30 pm NSW time (AEDT). Tuesday, 10 September Tuesday, 17 September Tuesday, 24 September Tuesday, 15 October Tuesday, 22 October Tuesday, 29 October Tuesday, 5 November Tuesday, 12 November Tuesday, 19 November Tuesday, 26 November 1:1 Live tutorials are not recorded. How do I access the course? Students can access the course from anywhere in Australia from their computers from their ADMA IQ Learning Lab Portal. The course is online, with lectures released weekly to be watched on-demand. Live tutorials are not recorded. Find out more about ADMA IQ Learning Lab. Will I receive a certificate or award? At the completion of this course you will receive a Certificate of Completion. The assessment is non-mandatory. If you choose to complete and pass the final assessment, you will receive the ADMA Customer Experience Digital Badge. Digital badges symbolise your achievements in a way that can be displayed, accessed, verified and shared online. What if I have technical issues? Please email us at [email protected] What are my payment options? ADMA courses can be purchased via our website using Credit Card, PayPal or Invoice. Choose your option at checkout. Speak with your manager about any professional development allowances you may have, or speak with your accountant to confirm if the course fee is tax-deductible. I can't make the current date. How often do you run this certificate? Please fill out an Expression of Interest to be notified when enrolments for the next Customer Experience Certificate is available. We recommend you enrol as soon as possible as places are limited! Filter Courses Filter Courses Capability Capability Campaign Integration Compliance Customer Experience Marketing Technology Insights Learnings Brand Development Skill Area Skill Area Analysis Marketing Skills Assessment Strategy Tactics Course Format Course Format Virtual Class Online Conference In-class In-house Talk Learning Level Learning Level Foundational Developing Implementing Advanced Course type Course type Certificate Course Filter by price Filter by price $1 $4,650 Show Courses Customer Experience CUSTOMER EXPERIENCE CERTIFICATE Popular! Advanced Customer Experience Certificate Equip yourself with the knowledge and skills to develop customer experience programs to achieve aquisition and retention goals. Customer Experience CUSTOMER JOURNEY MAPPING Popular! Developing Customer Journey Mapping Your pathway to putting your customer at the heart of your business. Learn to truly understand customer needs to meet your business goals. Customer Experience RETENTION MARKETING STRATEGY Developing Retention Marketing Strategy Maximise your customer investments with Australia's leading retention marketing course. Customer Experience UNLOCKING PERSONALISATION AND AUTOMATION Developing Unlocking Personalisation and Automation Build the practical skill set needed to drive personalisation and automation in your organisation. Understand the frameworks and how to app
ADMA EARLY BIRD SPECIAL ENTER CODE EARLYBIRDSFLOURISH AT CHECKOUT TO SAVE 20% Terms and Conditions Apply
Related resources: What is Customer Experience (CX) and why does it matter? How do you create a great customer experience? Best Practice Customer Experience webinar 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.
Guest Speaker Chris Hayward Director (Acting), Customer Decisioning & Performance Customer Engagement at Optus
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. Find out more about ADMA Digital Badges.
Customer Experience CUSTOMER EXPERIENCE CERTIFICATE Popular! Advanced Customer Experience Certificate Equip yourself with the knowledge and skills to develop customer experience programs to achieve aquisition and retention goals.
Customer Experience CUSTOMER JOURNEY MAPPING Popular! Developing Customer Journey Mapping Your pathway to putting your customer at the heart of your business. Learn to truly understand customer needs to meet your business goals.
Customer Experience RETENTION MARKETING STRATEGY Developing Retention Marketing Strategy Maximise your customer investments with Australia's leading retention marketing course.
Customer Experience UNLOCKING PERSONALISATION AND AUTOMATION Developing Unlocking Personalisation and Automation Build the practical skill set needed to drive personalisation and automation in your organisation. Understand the frameworks and how to app