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Design more connected customer experiences and build the confidence to lead them across your business.

13 APRIL – 15 JUNE 2027 | WEEKLY VIRTUAL CLASSROOM SESSIONS

Is this course for you?

  • I want a clearer view of the experience our customers have with us

  • Our channels and teams need to work together more effectively

  • I want to move from one-off campaigns to ongoing customer programs

  • I need to build support for CX improvements and demonstrate their impact

 

Guest Speakers

Cam Strachan
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Chris Hayward
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Jimmy Hilvert
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Richard Whitworth
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What you'll be able to do

  • ✓  Identify the customer moments that matter

  • ✓  Design connected and personalised experiences

  • ✓  Measure and improve CX performance

  • ✓  Build a case for change and align teams behind it

 

What you’ll learn

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

What marketers say

Marketing Manager

"The course was relevant, engaging and we all got a lot out of it. We all left feeling charged to bring a stronger audience focus to our work."

Marketing professional

"A great overview for understanding a marketers role in infuencing the customer experience and shifting customer perceptions. Lots of detailed and practical information and tools provided that I am excited to take back to my role."

University of Sydney

"This was an excellent opportunity to consider customer experience for the University, which is neither structured like a business or thinks of their audiences like customers. A valuable opportunity to shift our perspective."

Everything you need to know

13 April – 15 June 2027  |  Weekly Virtual Classroom Sessions

Price includes weekly self-paced content, case studies, activities and a 90-minute live tutorial. Live sessions with leading Australian CMOs. On-demand lectures and resources are available 24/7.

FAQ

How is this different from Customer Journey Mapping?

Journey mapping is one part of this certificate. The program also covers research, data, experience design, targeting, personalisation, measurement, technology and CX leadership.

Will the course cover digital and physical experiences?

Yes. The course explores connected experiences across both digital and physical touchpoints.

How do I earn the digital badge?

Pass the final assessment to receive an ADMA digital badge.

ENROL NOW

Members $2532 per person

Non Members $3,895 per person

*includes GST

Book my Place

Course Details

  • 13-04-2027 | 05:00 pm - 15-06-2027 | 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...

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