Customer Experience (CX)

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Customer Experience

Short Course

  • Understand the basics of CX
  • Developed and updated by global digital marketing champions
  • Entirely online, in bite-sized lessons
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Duration 8 Hours
How it works Study online. With a difference.
Price $645
Career opportunities Customer Experience Manager | Project Manager
Course topics Four modules
Course trainers Industry experts and thought leaders.
Pathways Certified Digital Marketing Professional
Entry requirements No formal prerequisites | Some equipment needed
Assessments One hour online exam.
Start date Immediately or whever you're ready.
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Customer Experience (CX)

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Key Benefits

Globally recognised certificate

Get your hands on a globally recognised certification that will not only give you leading skills in digital marketing, but will make a great addition to your resume to help you stand out.

Self-paced online learning

With our short course being broken down into bite-sized modules you might like to pace yourself and complete one a week. Or perhaps you want to dive into it all at once.

Learn from industry leaders

Our facilitators have real world experience in all things digital marketing so are in a great position to understand best practice in the field and provide practical, actionable insights.

Local support

With an Australian based support team, help is never far away. If you need help with anything from signing up to technical support throughout the course, we’re only a click or call away.

Course Accreditation


Course Assessments

There’s just one exam, and you can do it online from home. The exam contains 40 multiple-choice questions, and you’ll need to get a passing grade here to get your associate-level certification.

Career Opportunities

This course is perfect for anyone who has a responsibility in creating the customer experience within a business or organisation. Whether you are a small business owner or manager, a marketing all rounder, or work in sales, the customer experience is at the heart of all you do.

Key opportunities include:


If you love this course and want to dive into other areas of the digital marketing experience, you might like to explore our UX and web design short course, or try your hand at SEO, content marketing or social media.

Whether you want to continue on a specialist pathway or become an all-round certified digital marketing professional, there’s a course available through Monarch that will meet your needs.

Entry requirements

You will need access to the following equipment to successfully complete the course:

A laptop or PC with the following minimum specifications

Course Topics

Module 1

Customer Experience: Agility and the Changing Nature of Customers (3hr 37min)

The needs of your customers are always evolving as technology changes at a rapid pace. You and your business therefore need to have an agile approach to any digital marketing strategy you put in place.

In this module, you’ll learn what agility means, the changing buyer process and how you need to apply agile thinking within your marketing approach so you can best understand and reach your customers.

Module 2

Designing CX: Placing the Customer at the Centre (2hr 18min)

You can’t have customer experience without customers. They need to absolutely be at the heart of any decision making and activity that you do.

In this module, you’ll learn how to design your CX from the ground up by first assessing the current customer experience and then designing an experience that works best for your brand. We help to cement the theory learned through the exploration of a real life case study.

Module 3

Optimising CX: Authenticity and Involving Customers (1hr 40min)

The best way to know what your customers want is to hear it from them directly. Take the guessing game out of your CX plan and discover how to gather feedback in a timely manner and adjust your customer experience accordingly.

In this module, we’ll help you to become a better strategic thinker, understand the art of persuasion and take you through how you can optimise the customer experience and improve your social customer service strategy.

Module 4

Measuring CX: Data, Metrics and Visualisation (1hr 42min)

Your marketing is only as good as how you measure it. Other than looking at your sales stats and revenue, how can you know that your customer experience is striking the right chord?

In this module, you’ll learn how to find, analyse and make CX reports based on important sources of customer experience data. Allowing you to have a deeper understanding of how you can increase business performance with CX and how you can report and present data to management on the different good CX is making in your business.

Course Duration

This course is designed to be completed within 8 hours.

There is no minimum timeframe to complete this course. Students who are highly motivated and well organised can complete the full course at an accelerated pace.

The key factors that influence course completion are a student’s experience, time availability, how fast you work and how committed you are.

How it works

More than online

You’ll get:

How does it work?

This course has been developed to give you absolute flexibility. Study on your couch, on public transport, on your break at work, out in the park – wherever and whenever you like. The best part is, with Monarch Institute, ‘online’ doesn’t mean ‘alone’. You’ll be backed by our trainers at every step along the way.

What support will I get?

Your trainer will be happy to contact you via phone, Zoom, or email (Monday to Friday, 9am to 5.30pm). So you definitely won’t feel alone. You’ll also have access to our student Facebook groups, so you can discuss the material with other students. It’s a handy way to stay in touch with trainers and others in the same course.

Course Price

Upfront payment

$6,45 (total)

Payment options include electronic funds transfer (EFT), credit card (Mastercard or Visa), cheque or cash.

Meet your trainers

Industry experts and thought leaders.
Despina Karatzias
“Learning is an experience. Everything else is just information.”
- Albert Einstein

I’ve worked in various digital marketing and business development roles for regional airlines, hotels and cruise liners. I managed a hot air balloon business, Global Ballooning Australia which took me around the world as I helped launch the experience to the international market.  I penned what I learned in a self-published book, Adventures of a Balloon Girl.

In 2014 I followed my calling to teach and became a certified trainer and assessor launching my own training and mentoring practice. Since launching I have developed over 30 online and group training programs specialising in digital, social media marketing, and tourism.

What gets me out of bed in the morning?

Igniting excellence in people! I love spending time with my family and using all the digital tools available to help business and careers grow. What really gets me out of bed most mornings though is my 4.30am alarm. I love to start the day with a morning run or strength training to keep me fit and energised.

Learn more about Despina

Any questions? Ask away!