Building a seamless customer journey at Griffith Uni


Leanne Towerzey

With 50,000 students studying more than 200 courses across five physical sites and one virtual campus, South East Queensland’s Griffith University is a large and complex organisation to manage.

For prospective students, navigating through such a complex organisation can present challenges, especially for school leavers who are only just starting to venture out into the world.
So while Griffith University is ranked in the top 2 per cent of universities worldwide, head of digital marketing, Leanne Towerzey, is also proud of the university’s five-star rating for overall educational experience from the Good Universities Guide.

“Our customers are expecting a journey that is driven towards what they want and what they need, when they need it,” she tells CMO.

Much of Towerzey’s work is focused on ensuring students enjoy a seamless journey from the earliest point at which they start determining what and where they want to study. That requirement has seen the University working closely with the Australian-born digital experience platform company, Squiz, to deliver tailored experiences.

One of the key outcomes has been Griffith University’s myOrientation app. “The myOrientation app teaches students how they get support, and it gauges how they have progressed through the journey,” Towerzey says.





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