Course Title: Digital Transformation and Customer Experience

Part A: Course Overview

Course Title: Digital Transformation and Customer Experience

Credit Points: 12.00


Course Code




Learning Mode

Teaching Period(s)


City Campus


660H Graduate School of Business and Law


Sem 1 2024

Course Coordinator: Kevin Argus

Course Coordinator Phone: +61 (3) 99251457

Course Coordinator Email:

Course Coordinator Location: Melbourne

Course Coordinator Availability: Email

Pre-requisite Courses and Assumed Knowledge and Capabilities


Course Description

This course provides you with a comprehensive framework for developing and implementing digital transformation to enhance customer experience. You will gain insight into the importance of building a roadmap for a digital transformation within an organisation. You will learn the importance of bringing people within the organisation and other stakeholders along with you on the journey. You will develop competencies for designing how technology is used to digitally transform operational processes and business models in a sustainable and effective way that creates business value.

You will also learn how to lead the adoption of digital technologies that enhance the customer experience in a global marketplace. You will explore contemporary issues to assess the applicability of digital transformation and customer experience. You will also learn the importance of adopting a multistakeholder lens, that incorporates sustainability including social, environmental, and economic impacts.

Objectives/Learning Outcomes/Capability Development


Upon successful completion of this course, you will be able to:

CLO1: Explore the key factors that drive digital transformation and enhanced customer experience. 

CLO2: Evaluate the application of digital transformation for improving the customer experience in diverse and competitive environmens.

CLO3: Justify business decisions regarding the use of cutting-edge digital tools and technology to transform operational processes and business models.

CLO4: Critically analyse the key factors in initialising digitisation and examine the contemporary social, environmental, and economic challenges in creating business value, while incorporating sustainable and ethical practices.

Overview of Learning Activities

In this course you will be encouraged to be an active learner. Your learning will be supported through various in-class and online activities comprising individual and group work. These may include quizzes; assignments; prescribed readings; sourcing, researching and analysing specific information; solving problems; conducting presentations; producing written work and collaborating with peers on set tasks or projects.

Overview of Learning Resources

Various learning resources are available online through MyRMIT Studies\Canvas. The lecture notes and workshop notes are posted on Canvas.

Resources are also available online through RMIT Library databases and other facilities. Visit the RMIT library website for further details. Assistance is available online via our chat and email services, face to face at our campus libraries or via the telephone on (03) 9925 2020.

Additional resources and/or sources to assist your learning will be identified by your course coordinator and will be made available to you as required during the teaching period. 

Overview of Assessment

The assessment tasks, their weighting and the course learning outcomes to which they are aligned are as follows:

Assessment 1: 30%
Linked CLOs: 1, 4

Assessment 2: 40%
Linked CLOs: 2, 3, 4

Assessment 3: 30%
Linked CLOs: 2,3,4