Strategic Customer Experience, Quality and Service Excellence is an executive program designed for senior leaders, customer experience directors, quality assurance professionals, consultants and decision-makers operating in dynamic and uncertain environments. The program builds practical capability to lead customer experience transformation, elevate service quality, and drive organizational performance across public, private and not-for-profit sectors.
Through an applied learning approach, participants explore customer journey mapping, quality management frameworks, service excellence models, and loyalty strategies that can be implemented immediately within their organisations. Combining executive education with international academic perspectives and practical business experience, the program equips leaders to design superior service architectures, foster customer-centric cultures, and drive sustainable loyalty and operational excellence.
Program Overview
The Strategic Customer Experience, Quality and Service Excellence program integrates customer experience design, total quality management, and service excellence strategies to help leaders navigate complex competitive environments. Executive development program exploring customer journey mapping, service quality frameworks, operational excellence, loyalty drivers, and performance measurement in dynamic environments.
| Workshop | Duration |
|---|---|
| Workshop 1 | 6:00 PM – 7:30 PM (Local Delivery Stream Time) |
| Workshop 2 | Same day and time, one week after Workshop 1, and using the same Microsoft Teams link. |
Notes
- Registrations close 48 hours before each intake commences.
- Participants requiring alternative dates may submit a request by selecting he “Preferred Executive Program Intake” in “Request Executive Program Information” form below.
Executive Program Highlights
- 2 Live Executive Workshops
- 90 Minutes Each Session
- Fully Online
- Small Executive Cohorts
- Digital Certificate Included
- Complimentary Executive Consultation
Who This Program Is For
- Executives
- Senior Managers
- Team Leaders
- Governance Professionals
- Project and Program Managers
- Consultants and Advisors
- Strategy Professionals
- MBA / DBA Professionals
- SME Founders
- Organisational Leaders
- Transformation Teams
- Professionals operating in complexity
Executive Intake Calendar 2026-2027 (Saturdays)
BBA-EXE-1006: Strategic Customer Experience
Multiple Executive Cohorts are Available Across Australia and Dubai/MENA/UK Delivery Streams.
BBA-EXE-1006: Intake Group & Registration Status (Saturdays)
| Intake Group | Australia (AEST) – Workshop 1 | Dubai / MENA / UK (GST) – Workshop 1 | Registration Status |
| Intake 1–7 | 20 June 2026 – 12 September 2026 | 20 June 2026 – 12 September 2026 | Closed |
| Intake 8 | 26 September 2026 | 26 September 2026 | Closed |
| Intake 9 | 10 October 2026 | 10 October 2026 | Closed |
| Intake 10 | 24 October 2026 | 24 October 2026 | Closed |
| Intake 11 | 7 November 2026 | 7 November 2026 | Closed |
| Intake 12 | 21 November 2026 | 21 November 2026 | Open |
| Intake 13 | 5 December 2026 | 5 December 2026 | Open |
| Intake 14 | 19 December 2026 | 19 December 2026 | Open |
| Executive Break | 27 December 2026 – 10 January 2027 | 27 December 2026 – 10 January 2027 | No Workshops |
| Intake 15 | 16 January 2027 | 16 January 2027 | Open |
| Intake 16 | 30 January 2027 | 30 January 2027 | Open |
| Intake 17 | 13 February 2027 | 13 February 2027 | Open |
| Intake 18 | 27 February 2027 | 27 February 2027 | Open |
| Intake 19 | 13 March 2027 | 13 March 2027 | Open |
| Intake 20 | 27 March 2027 | 27 March 2027 | Open |
| Intake 21 | 10 April 2027 | 10 April 2027 | Open |
| Intake 22 | 24 April 2027 | 24 April 2027 | Open |
| Intake 23 | 8 May 2027 | 8 May 2027 | Open |
| Intake 24 | 22 May 2027 | 22 May 2027 | Open |
| Intake 25 | 5 June 2027 | 5 June 2027 | Open |
| Intake 26 | 19 June 2027 | 19 June 2027 | Open |
Executive education program on strategic customer experience, quality management, and service excellence in complex organisations. Participants in the Strategic Customer Experience, Quality and Service Excellence executive program benefit from interactive learning, practical case discussions and internationally informed executive education.
BBA-EXE-1006: Workshop Structure & Key Themes (Saturdays)
Workshop 1 – Customer Experience Design and Journey Mapping
Key Themes
- Foundations of strategic customer experience management.
- Advanced customer journey mapping and touchpoint analysis.
- Aligning service design with evolving customer expectations.
- Bridging the gap between brand promise and customer delivery.
- Fostering a customer-centric organisational culture.
Workshop 2 – Quality Management and Service Excellence
Key Themes
- Total quality management frameworks and service standards.
- Measuring customer satisfaction, retention, and loyalty drivers.
- Service recovery strategies and turning complaints into value.
- Driving continuous improvement and operational excellence.
- Sustaining long-term competitive advantage through service leadership.
What You Will Gain
- Comprehensive customer journey and mapping frameworks.
- Advanced service quality and management tools.
- Practical strategies to drive customer loyalty and retention.
- Robust methodologies for continuous service improvement.
- Enhanced leadership capability for service-driven growth.
- Actionable frameworks to elevate overall organizational performance.
Request Executive Program Information
Limited Executive Cohorts are Available for Each Delivery Stream.
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