Customer-Centricity in Practice

University of Cape Town Graduate School of Business

University of Cape Town Graduate School of Business

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Who should attend

Anyone who would like to learn more about the practical application of customer experience, customer-centricity and design thinking concepts in a business context will benefit from this course. Participants from all seniority levels, practice areas and sectors are invited to attend.

This course is designed to support the entire organisation in becoming more customer-centric. You will learn how design thinking relates to customer experience principles and you will leave the course with practical strategies to help your business bring human-centred design to life.

About the course

Transform your organisation by developing customer-centricity for sustained competitive advantage.

Customer-Centricity in Practice is a hands-on short course designed to make your business more customer-centric through developing a deeper understanding of the entire customer experience. The course, offered by the Hasso Plattner School of Design Thinking (d-school) at UCT, provides an introduction to design thinking and customer experience principles. It uses a practical approach so you can integrate the learned strategies and tactics in your workplace.

Exprience the power of design thinking

Customer-Centricity in Practice uses design thinking methodologies to develop your organisation’s internal capacity to become more customer-centric. Competitive advantage has moved beyond the features of a company’s product, to include the entire customer experience. This puts increased pressure on all business functions to understand the customer and to find ways to collaborate and co-create a positive customer experience.

This short course emphasises hands-on experiential problem-solving and teaches the core competencies of customer experience and how design thinking can be applied in your context.

The Design School at the University of Cape Town is the only academic institution in the region THAT offers academic training and capacitation in design thinking to university scholars and professionals in the public and private sectors.

What Will I Gain From Course?

The learn-by-doing format of this course will introduce you to design thinking and customer experience (CX) principles and give you a chance to practice some of the strategies and tactics so that you can put them to work in your business or context.

You will gain:

  • First-hand knowledge of how to apply CX frameworks.
  • Familiarity with the core competencies of CX and how design thinking can be applied to these.
  • Understanding of the steps required for a business to become more customer-centric.
  • Access to best practices from around the world.
  • Practical application of key tools and methods on a real-world challenge.
  • An opportunity to learn from others who are applying CX frameworks.
  • Hands-on experiential problem solving and creative thinking.

Course topics include:

  • Voice of customer, customer insight and understanding
  • Experience design, improvement and innovation
  • Organisational adoption and accountability
  • Customer experience metrics and measurement
  • Journey mapping
  • Service design
  • How design thinking relates to customer-centricity

Experts

Julia Ahlfeldt

I am a customer experience advisor, speaker and strategic leader with over a decade of experience in collaborating with blue chip companies the United States and Southern Africa. I specialize in driving profitable growth through improved customer experiences. I leverage my knowledge of global cus...

Rob Kellas

Rob is a Programme Lead at the Hasso Plattner School of Design Thinking (d-school) at UCT, where he creates and leads design thinking programmes. As a facilitator he has led programmes in Germany and South Africa with a focus on helping individuals and teams use design thinking to discover new so...

Videos and materials

Customer-Centricity in Practice at University of Cape Town Graduate School of Business

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Disclaimer

Coursalytics is an independent platform to find, compare, and book executive courses. Coursalytics is not endorsed by, sponsored by, or otherwise affiliated with any business school or university.

Full disclaimer.

Because of COVID-19, many providers are cancelling or postponing in-person programs or providing online participation options.

We are happy to help you find a suitable online alternative.