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Leading Customer Experience Transformation

Delivered by Executive Education

Overview

Customer experience (CX) is now a strategic priority, extending beyond marketing and frontline teams to the C-suite and all areas of an organisation. While professionals recognise its importance, many lack the capability to drive meaningful CX transformation.

This course equips senior leaders with the tools to embed CX excellence. Led by Professors Janet McColl-Kennedy and David Solnet, global experts in CX research, education and leadership, participants will:

  • Explore challenges and solutions for creating a customer-centred organisation
  • Gain new insights on value creation and measuring customer satisfaction
  • Learn about customer journey mapping, emotional and sensory drivers of loyalty, and cultural change strategies

Through expert insights and practical tools, participants will learn to create and measure CX effectiveness and leverage it as a competitive advantage. Participants will also receive a bonus individual coaching session with one of the facilitators 1-3 months after the course.

Upcoming courses

Delivery mode
in-person, classroom
Date
5–6 August 2026
Location
UQ Brisbane City
Enrol now

Who should attend

  • Senior managers, entrepreneurs and business leaders responsible for shaping customer experience strategies in B2C and B2B organisations.
  • Professionals with a foundational understanding of CX, looking to enhance their knowledge and leadership capabilities.
  • Professionals across industries —including retail, technology, healthcare, finance, government and not-for-profits—seeking to drive customer-centric transformation.

Entry requirements

There are no prerequisites to enrol in this course.

What you'll learn

  • Understand the experience economy, its impact on customer expectations, and the leadership implications for CX transformation.
  • Apply CX principles and journey mapping to identify key engagement opportunities and improve competitive advantage.
  • How to conduct a customer-orientation audit and develop strategies to enhance CX effectiveness.
  • Lead cultural change to create a customer-driven organisation, leveraging data-driven insights to inform decision-making.

Time commitment

  • This is a 2-day course.

Assessment

There are no formal assessments for this course. However, to obtain a digital badge, you will need to complete an applied learning activity.

Certification and accreditation

Showcase your capabilities with a Digital Badge that verifies your skills and achievements.

Facilitators

Professor David Solnet, School of Business
Professor David Solnet
Professor of Service Management and Service Employment, Business School
View Professor David Solnet's profile
A headshot of Professor Janet McColl-Kennedy. She is wearing a light coloured high-neck blouse and a navy suit jacket. She has shoulder length light brown hair.
Professor Janet McColl-Kennedy
Professor, School of Business
View Professor Janet McColl-Kennedy's profile

Cost

Applicant Price
Early Bird A$2,631
Staff A$2,990
Individual A$3,289

For group bookings, please contact us at execed@business.uq.edu.au to learn about our group discounts and corporate package options.

GST is included in the cost

Discounts can't be used with other discounts, offers or special promotions.

Payment options

We accept credit cards (Visa/MasterCard) for payment, including corporate credit cards. If you do not have access to a card, please contact our team at execed@business.uq.edu.au to discuss your options. 

Location

UQ Brisbane City

Contact