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Customer Centricity



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On Campus (Sydney)


3 hrs


3 hrs

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Customer engagement and retention is more important than ever in business, post COVID. Customer Centricity focuses on providing individuals and organisations with practical skills to ensure ongoing customer satisfaction and guarantees ongoing success. Please join this half day workshop run by Dr. Christopher Brown from Market culture to explore how you can implement Customer Centricity in your role or workplace.

About this course

This half day workshop provides participants the opportunity to assess their own organisation, see how it compares with leading organisations and explore best practice to increase customer satisfaction and performance.

Key benefits 

This short course has been designed to allow you to:

  • Explore and implement best practice in your organisation to ensure customer satisfaction
  • Assess your organisation with Market Culture’s Market Responsive Index software
  • Explore how to align staff to ensure increase in customer satisfaction, during change and disruption.


Full price: $395 (GST-free)*

*Price subject to change. Please check price at time of purchase. 

Enrolment conditions

Course purchase is subject to UTS Open Terms and Conditions. 

COVID-19 response 

UTS complies with latest Government health advice. Delivery of all courses complies with the UTS response to COVID-19.

Course outline

Building your customer experience capability offers a proven path to customer satisfaction, retention, advocacy and sustained revenue growth.

This half-day workshop will explore the customer experience process and how you can strengthen your own customer culture and influence others within your organisation. It will provide focus on your priorities as well as practical insights, tools and framework necessary to improve customer centricity. It will show you how to measure your progress and increase your team’s performance. There are 8 critical disciplines that businesses need to achieve sustainable success. Each of these will be covered in the workshop. These can be measured in terms of alignment with business objectives and the market, and assessed against risk and opportunities. You require these disciplines in order to create customer advocates and win in the market against competition.

The Customer Culture Imperative

The workshop is based on the award winning book, "The Customer Culture Imperative," which includes examples of best practices by global companies like Virgin, Amazon, Starbucks and Salesforce as well as interviews with some of the most customer centric leaders. It also describes the steps that successful organisations take to create a strong customer culture and superior customer experience.

Market Responsiveness IndexTM

MarketCulture’s award winning employee survey tool will also be used to give participants an understanding of how customer centric their own organisation’s are today.

Course Certification

Every participant will receive a UTS short course certificate upon successful completion of the course.

Course learning objectives

This half day workshop will provide participants with the opportunity to explore the following:

  • The 8 critical behaviours for high performing businesses
  • How to measure their organisation’s behaviours on these factors
  • What it takes to move the needle on these factors
  • Best practices that companies can implement today to improve market responsiveness.


Mandatory Requirements

All Participants require an internet-enabled device, with email, to receive a link to complete the Educational MRITM survey and receive their report. e.g. laptop, tablet, iPhone or Android device

It is recommended that participants have a business background.

Desired Requirements

Participants would benefit from having working knowledge of the Microsoft Office Suite and computer literacy.

On-campus course logistics

Catering provisions

Coffee and tea will be provided for participants.


If you have any specific accessibility requirements, please contact

Transport and parking options

Our campus can be accessed by multiple public transport options including trains and buses, both within walking distance. For more information, please use the Transport NSW Trip Planner. 

On-site parking is not available. Paid carparks are located nearby.

Contact us

Who is this course for?

This workshop is ideally suited to anyone in a customer-facing role:

  • Marketing
  • Sales
  • Account managers
  • Customer service managers
  • Manufacturing and industry
  • CEOs, CFOs and COOs.

Acknowledgement of Country

UTS acknowledges the Gadigal people of the Eora Nation, the Boorooberongal people of the Dharug Nation, the Bidiagal people and the Gamaygal people, upon whose ancestral lands our university stands. We would also like to pay respect to the Elders both past and present, acknowledging them as the traditional custodians of knowledge for these lands.