Matthew WillisChief Education and Experience Officer
12:40 PM How Open Colleges Are Challenging The Education Industry Norm By Taking The Onus of Driving the Student Experience Onto Themselves
Traditionally education institutions did not have to look deeply into their experiences. Education differs to commercial businesses because the learning process in itself is hard and it is easy for institutions to say that the actual fault lies with the student instead of the universities experience or offering. Open Colleges is currently moving away from this mentality and transitioning from just a support role to one focusing on student journeys and pain points along the way.
- Integrating NPS and individual satisfaction ratings to establish measures of student success
- Understanding journeys and episode management so you can gain insights on customers from a behavioural lens
- Recognising that education is a large part of an individuals life and that you are instrumental in ensuring they have an exceptional student experience