Full course description
OverviewCustomers today expect unique experiences that are simple, dynamic and flexible. This program has been designed to enable participants to deep-dive into the customer experience cultures and strategies that many of the world’s leading companies and organisations have developed to capture and retain customers by delivering on the promise of customer centricity.In today's rapidly changing experience economy, a new set of tools and frameworks are required to build a unique customer experience. Innovating the Customer Experience draws upon the latest global research and insights to equip executives with a new toolkit for leading customer experience initiatives. You will learn innovative methods for designing exceptional customer experiences, creating and capturing value for customers, and effectively building customer loyalty.
What will you learn?
- Define your customer’s journey
- Innovate and develop a unique customer experience in line with the organisation’s vision, mission and values
- Evaluate and continuously improve your customer’s experience
- Build and maintain customer loyalty
Who is this for?
Suited to anyone involved in the design, delivery or optimisation of their organisation’s customer experience, such as:
- Senior Executives
- Customer Experience Managers
- Business Development Managers
- Marketing Managers
- Sales Managers
Dr Andrew MacDonald
Dr Andrew MacDonald is a global business advisor who has spent over 30 years working with many of the top CEOs of financial and professional services companies and their client advisory teams. In his work with companies such as UBS, J P Morgan , ANZ, Morgan Stanley, PwC and Ernst & Young, Andrew has become known for cutting through the complexity of developing unique client experiences in today’s fast-changing advisory environment. Prior to consulting, Andrew held a number of senior roles in industry. He was Head of Sales Development – Australia for the National Australia Bank (NAB) and a Director of Business Development at Ernst & Young (E&Y). During his time at E&Y, Andrew was responsible for portfolio sales including corporate finance, taxation, audit, consulting and entrepreneurial services.