CX201 – Introduction to CX Strategy Design

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Unit code & Title	CX201 - Introduction to CX Strategy Design
Pre-requisite	Not Applicable
Delivery modes	On-campus; Online;
Credit points	10
Study commitment	Average of 150 hours of teaching, learning and assessment over the trimester.
Scheduled learning (On-campus)	2 × 3 hours on-campus seminar and tutorial weekly (for block mode)
Scheduled learning (AIA Online)	Recorded contents + 2 × 3 hour online seminar and tutorial weekly
Learning Outcomes	ULO1: Understand the role of CX Strategy in the context of organisational strategy and in relation to CX Design. ULO2: Understand and apply the theory of Customer Segments to identify existing and new customers. ULO3: Understand and apply the theories of Macro and Micro Trend Analysis. ULO4: Develop and document a customer-centric brand strategy for a selected organisation. ULO5: Understand and apply the theory of Customer Value. ULO6: Understand the paradigms of cultural readiness in relation to CX Strategy implementation. ULO7: Understand and apply the theory of Business Disruption to the CX Strategy of a selected organisation. ULO8: Develop, document and present a CX Strategy and Implementation Plan for a selected organisation.

Overview

In this unit students will build on their understanding of CX Design to learn and apply new approaches to developing a CX Strategy for a selected organisation.

Students will learn about the role of CX Strategy within organisational strategy as whole and undertake high-level macro and micro trend analyses to inform the development of key customer segments. Students will then articulate a customer-centric brand strategy, learn about identifying and capturing customer value and incorporate the work of the unit in the documentation of a multi-faceted CX Strategy for an organisation.

The unit will culminate in a presentation to industry guests of the developed CX Strategy, including an implementation plan with consideration of potential market disruptions and organisational cultural readiness.

Unit Fee Information

Fees and charges vary depending on the type of fee place you hold, your course, your commencement year, the units you choose to study and their study discipline, and your study load.

Tuition fees increase at the beginning of each calendar year and all fees quoted are in Australian dollars ($AUD). Tuition fees do not include textbooks, computer equipment or software, other equipment or costs such as mandatory checks, travel and stationery.

For further information regarding tuition fees, other fees and charges, invoice due dates, withdrawal dates, payment methods visit Current student page

Important Dates

Refer to Academic Calendar