Design Thinking for Customer Centricity

UNSW Business School

How long?

  • 2 days
  • in person

UNSW Business School

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.

Reviews

Make sure this course is right for you.

Get unbiased reviews and personalized recommendations.

About the course

Harnessing innovation for growth.

Customer centric innovation is critical to build sustainable competitive advantage, but genuinely embedding it in the organisation remains a challenge for leaders today.

This course will give you a toolkit to drive innovation in your business unit or organisation, harnessing technology, fostering the right culture, and putting the customer at the centre.

What you’ll learn

Led by experts on innovation, Design Thinking, strategy and business model reinvention you will:

  • gain an appreciation for the innovation imperative and how to ensure the customer is at the centre of your decision making
  • leave with a practical toolkit including Design Thinking, the Value Proposition Canvas, Customer journey mapping and more
  • deepen your understanding of the types of innovation strategies you can utilise to deal with disruption and reinvent your business model
  • discuss the impact emerging technologies like Artificial Intelligence (AI) will have and are having on your business model and workforce
  • form a plan to foster an innovation culture within your team and organisation

How you’ll learn

Through a combination of the latest thinking on innovation, case studies, simulations and a hands-on Design Thinking immersive challenge you will build a toolkit to return to your workplace as an innovation leader.

Themes

The Desperate Need for Innovation

  • Powershifts from the organisation to the customer
  • The Impact of Technology on disruption
  • The impact of start-ups on disruption

Putting the Customer in the Centre

  • Strategy from the Inside-out vs Outside-In
  • The changing nature of the customer
  • Delighting the customer
  • Customer journey mapping

Tools for Customer Centricity and Enhancing the Customer Experience

  • The Value Proposition Canvas
  • Empathic Interviewing
  • Defining the “customer experience”
  • Introduction to Design Thinking

Business Model Innovation

  • Ten Types of Innovation
  • Innovative Business Models
  • Introduction to the Business Model Canvas
  • The Innovation Life Cycle
  • Innovation for Growth Simulation

Emerging Technology Trends

  • Introduction to Artificial Intelligence
  • Why Artificial Intelligence is a key driver of innovation
  • How Artificial Intelligence will change the way we work
  • How to harness AI in your roles

The Culture of Innovation

  • What are the key drivers of an innovative culture
  • What are the necessary conditions for building a culture of innovation
  • Quick wins for an innovative culture
  • Building a “yes and” organisation with a growth mindset

Experts

Jeffrey Tobias

An accomplished strategist, with years of commercial and business experience, Jeffrey works with organisations to improve customer experience and increase revenue growth by transforming the way they do business. He is a thought leader on innovation and collaboration, and his work is being applie...

Videos and materials

Design Thinking for Customer Centricity at UNSW Business School

From  3850 AUD$2,756

Something went wrong. We're trying to fix this error.

Thank you for your application

We will contact the provider to ensure that seats are available and, if there is an admissions process, that you satisfy any requirements or prerequisites.

We may ask you for additional information.

To finalize your enrollment we will be in touch shortly.

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.