Hospitality
H206 Managing Customer Experience
Many leading brands today are companies that have a strong foothold in the experience economy because they are customer-centric and can deliver distinctive experiences to attain a competitive advantage.
This module aims to equip students with a thorough understanding of customer experience (CX) design, fostering a customer-focused culture and mindset to create value for organisations. Key topics such as analysing customer perceptions, intentions, behaviours, tools and techniques employed to deliver customer satisfaction, as well as customer experiences analysis and design, will also be covered. At the end of the module, students will be equipped to drive positive change in various business settings.