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self pacedUPSKILL

Customer Experience: Elevate

Pay-in-full online from $3,150*(RRP $3,500)

From $68.92 per week

Upskill and boost your CV with a self-paced Customer Experience (CX) course. You’ll cover key CX skills including CX research, stakeholder management techniques, customer journey mapping, CX strategy design and much more.

Self-paced
No prerequisites
6 months access, 60-80 hours
Personal project
Up to twelve 1:1 mentor sessions
Payment plans available
Digital Skills Masterclass Program

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*Save on our Elevate courses when you pay in full!

Our graduates are now the driving force behind some of Australia’s most innovative brands

Why choose this course?

No prerequisites or previous experience required

Launch your Customer Experience journey today, no matter what level of experience you have! Our beginner-friendly approach will help get you up to speed in no time.

Flexible and self-paced

With 6 months access, the speed at which you tackle online course content is up to you. Study at your own pace and fit learning into your busy lifestyle.

Created for Upskillers

Our Elevate courses help you boost your career with sought-after Customer Experience skills. Unlock higher salaries and job growth potential.

What your curriculum looks like

Upskill in Customer Experience within 6 months. You’ll work through interactive online course content at your own pace, and have the support of an industry mentor when you need it.

Module 1
Module 2
Module 3
Module 4
Module 5
Module 6
Module 7
Module 8
Module 9
Module 10
Portfolio project

Module 1

Recommended: 6-8 hours per module

Introduction to Customer Experience (CX)
Familiarise yourself with the background, core concepts, terminology, and applications of CX.

Introduction to Human-Centred Design (HCD)
The difference between CX, Service Design (SD), User Experience (UX), marketing and project management
The impact, roles and 10 principles of great CX

Module 2

Recommended: 6-8 hours per module

Customer Experience (CX) research
Learn how to bring the voice of the customer into a business with research techniques and how to:

Conduct consumer interviews and surveys
Read, make sense of and apply data
Conduct effective desktop research
Know which technique to deploy and when

Module 3

Recommended: 6-8 hours per module

Customer insights and data storytelling
Explore the importance of storytelling with data and the role of data in developing insights, learning how to:

Extract insights from data
Present your insights to stakeholders
Distribute insights to an organisation

Module 4

Recommended: 6-8 hours per module

Customer segmentation
Learn about segmenting customers in a way that allows you to serve their different needs and validate your insights.

Introduction to segmentation
Psychographic segmentation
Who are your customers and what do they want?
How to validate your insights
How to apply your segmentation

Module 5

Recommended: 6-8 hours per module

Stakeholder engagement
Explore the role of CX in an organisation and the stakeholders involved.

CX and stakeholder engagement
The role of CX in an organisation
Understand and align with an organisation’s vision
Learn how to overcome operational restrictions

Module 6

Recommended: 6-8 hours per module

Customer journey analysis
Explore the customer journey, learning how to define and draw insights from it.

What is a customer journey?
The role of Service Design (SD) in journey mapping
How to map a customer journey and extract key insights
Introduction to journey metrics

Module 7

Recommended: 6-8 hours per module

Customer Experience (CX) strategy
Learn the key requirements and gain all the tools you need to develop your own CX strategy, making impactful CX decisions.

How to write a CX strategy
Presenting your CX strategy
Measuring your CX strategy
Creating an minimum viable product (MVP) CX strategy

Module 8

Recommended: 6-8 hours per module

Customer journey optimisation
Learn how to optimise your customer journey, ensuring it delivers desired outcomes by applying design thinking techniques.

How to prioritise optimisations
Applying design thinking to customer journeys
Defining the challenge
Generating, testing and implementing solutions

Module 9

Recommended: 6-8 hours per module

Customer Experience (CX) program rollout
Learn how to implement your CX strategy by converting it into an actionable program working with all the relevant stakeholders.

Creating a CX program rollout plan
Designing rollout training and support
How to ensure effective communications to support rollout
The use of technology in a rollout

Module 10

Recommended: 6-8 hours per module

Customer Experience (CX) measurement
Understand customer metrics, their role in measuring overall CX and the technology involved.

Benefits of NPS, CSAT and CES and when to use them
Custom metrics
CX measurement technology
Calculating the ROI of CX

Portfolio project

Recommended: 6-8 hours

End your learning with a CX strategy project, that can be actioned in your current role or used as a portfolio piece to demonstrate your practical skill set to current and future employers.

Outcomes

Need more details about our Customer Experience courses?

Our course guides contain everything you need to know about our Customer Experience courses, including…

Work 1:1 with an industry expert

All Elevate students have access to an industry mentor as they progress through their course. Your mentor is an expert in the field and can provide insider tips and guidance on-demand.

"I think CX is one of those disciplines that is embraced by many but truly understood by a few. This course was so enlightening on how to take a practical, data-driven CX plan from research, through to strategy and roll-out. I now feel confident in my ability to apply the practical tools I learned through the course, to enact real change based around what the customer needs."

Joshua Price, Customer Experience Elevate

“The CX Elevate course was one of the most practical and enjoyable learning experiences I have undertaken. The learning platform and content is super engaging. It was easy to find the time and motivation to work through the material.” I found the fortnightly live group sessions a great resource for consolidating learning. The sessions kept me accountable and I got to meet some awesome people with diverse experiences”

Renée Hall, Customer Experience Elevate

"The CX Design course was a great introduction to the field of human-centred design and a great way to give CX design a go in real-time and apply it to your own business or workplace. our mentor was very down to earth and generous with his time, sharing his experience in the field without hesitation."

Sophie Timothy, Customer Experience Elevate

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Why study Customer Experience at Academy Xi?

Industry-aligned content

What you’ll learn is always current, and industry applicable, ensuring you stay ahead of the curve in a fast-changing industry.

Flexible and self-paced

The speed at which you tackle the content is up to you. Spread your learning out over the whole six months, or finish it in a few weeks – the choice is yours.

Create your CX strategy

Demonstrate your practical skills in your final project, where you create a CX strategy that you can action in a current role or use as a portfolio piece.

Exclusive Masterclass program

Access a monthly webinar program designed specifically for our self-paced learners. Learn critical digital skills from industry experts, grow your network, and get advice from graduates now working in the field.

1:1 mentoring

Book up to twelve 1:1 mentoring sessions to discuss course material, consult about project decisions and ask questions.

Practical experience

In addition to teaching you the core theoretical concepts of CX, you’ll cement your skills by working on practical activities throughout each topic.

Fees & payment options

We offer a range of flexible payment options so you can achieve your goals today, and pay at your own pace.

No deposit

Study Now, Pay Later

Choose weekly, fortnightly or monthly repayments over a repayment term of up to 12 months, with no deposit and 100% interest-free.

Weekly payments from

$69 /week

PAYMENTS

From $55 /week

DISCOUNTED

Pay upfront

Pay for your course upfront to receive a discount on the full amount, and be eligible for any additional special offers.

Total cost of course

$3,150

TOTAL COST OF COURSE

$TBC $TBC

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Student success stories

Our students come from different walks of life and have supercharged their careers, landing coveted jobs in the Design, Tech, and Marketing fields.

4.6 star rating on Google

From Multimedia Production to Customer Experience

Ben McCarthy

As a Multimedia Producer at Melbourne’s Fed Square, Ben decided to upskill in CX and give the venue’s visitors experiences they’ll never forget. Find out how the Customer Experience: Elevate course is helping Ben plan events that are bringing a buzz to one of Melbourne’s most loved venues.

Ben McCarthy, abc

Read Ben McCarthy’s story1 of 3

From HR Service to Product Management

Ray Jaramis

After 2 years with Employment Hero, upskilling in Product Management is helping Ray design a scalable HR, payroll and benefits platform that promises to empower millions of Australians. Find out how Ray’s new skillset is helping him hatch a plan to make financial advice accessible to everyday Australians.

Ray Jaramis, Product Management Elevate

Read Ray Jaramis’s story2 of 3

From Music Program Manager to Experience Designer

Simon Jankelson

From expanding the services of an Australian charity, to getting hired as a Human-Centred Designer, Simon’s decision to upskill in Design Thinking has enabled him to make bold changes in his career.

Simon Jankelson, Studied Design Thinking

Read Simon Jankelson’s story3 of 3

Some frequently asked questions

What is Customer experience?

Customer Experience refers to how customers interact with your business at every point in the customer journey, from the first moment they become aware of your brand on social media, to the service they receive from your customer support team.

Customer Experience is all about strategically planning and optimising every single interaction your customers have with your brand, leading to unforgettable experiences and a loyal customer base.

Is CX the same as User Experience (UX) or Service Design?

As a member of the Human-Centred Design (HCD) family, CX is closely tied to User Experience (UX) and Service Design. While UX and Service Design both take a look at the customer journey, CX goes a step further, focussing on the perceived value of the brand’s offering.

CX takes the concept of HCD and applies it to more than just design. Looking at how an organisation is structured, how it communicates with its customers, the strategies it employs to grow its business, and even considering how it treats its staff and stakeholders. If marketing and HCD had a baby, it would be CX.

Why study Customer Experience online?

Customer Experience has the potential to make or break a brand’s success. People qualified to apply data-driven insights and formulate CX strategies are a hot prospect for all those organisations seeking improved loyalty, a stronger brand and maximum revenue.

If you want to upskill or land a job right away, studying CX online can quickly get you to where you want to be. At Academy Xi, we offer intensive online programs that equip you with the full spectrum of theoretical and practical skills required in a well-rounded CX role.

How will I learn at Academy Xi?

In this course you’ll experience flexible and self-paced learning, where students cover course content independently and browse material on our engaging learning platform. You’ll learn through a combination of:

readings
pre-recorded videos
1:1 support sessions
hands-on activities and practical project work
Q&A via chat and discussion boards

What is the difference between Transform, Elevate & Foundations courses?

We offer three online course formats across design, tech and business that deliver a range of practical outcomes:

Transform courses teach job-ready skills and help you launch a new career
Elevate courses expand your existing skill set and progress your career
Foundations courses teach introductory skills and build a knowledge base

Have questions? We’re here to listen.

…and any other concerns!