Leadership for the Tourism
Experience Economy 

Delivered in partnership with
Queensland Tourism Industry Council (QTIC)

In-person, UQ Brisbane City  20–21 February 2023 

Register now   Enquire now

Build consumer loyalty by creating a customer experience (CX) culture. 

In the tourism and hospitality industries, leaders who invest in customer experience create more opportunities to outperform competitors well into the future. This includes business engagement with customers throughout the entire purchase journey, as every customer touchpoint can impact customer satisfaction. In a post-pandemic world, developing a customer experience culture is critical for tourism and hospitality operations to succeed. 

In this course, you will discover the importance of creating a CX culture in your organisation. You will learn how to leverage new language, technologies and practical tools to help transform your organisation’s culture into a tourism and hospitality leader. At the end of the course, you will be able to effectively measure customer experience across service and event management.

industry expertise icon

Industry expertise

Be inspired to innovate and excel
by learning from world-class business
and tourism facilitators.

practical applications icon

Practical applications

Learn how to apply
cutting-edge frameworks
directly to your business.

proactive networking icon

Expand your network

Connect and collaborate
with peers across the
Queensland tourism industry.

What you’ll learn 

During this course, you will: 

  • gain a comprehensive understanding of the experience economy and its impact on customer expectations.
  • learn how to adopt CX principles and improve your organisation’s performance.
  • map your organisation’s customer journey and identify critical pain points and opportunities for emotional and sensory triggers determine the appropriate tools and technologies to enhance customer experience.
  • learn how to create and sustain a customer-centric culture in your organisation.

Who should attend

This course is ideal for mid-to-senior level managers and businesses owners in tourism and hospitality. If you are a leader seeking to learn about CX and develop proficiency to implement these principles in their operations, this course is for you. 

This course is designed to equip participants with the knowledge and techniques to better implement CX in hospitality and tourism organisations; and consequently, improving customer loyalty, and organisational performance. 

Upcoming sessions

Upcoming workshops

Date: 20–21 February, 2023
Time: 9am–5pm
Location: UQ Brisbane City 
Cost: A$1,755 Early bird pricing until 24 January, 2023*
(usually $1,950)

Enquire now

Keep in touch

Interested in future sessions on this topic? Register here and we’ll keep you informed on new course dates. 




*Price incl. GST. See below for discounts that may apply to you.
Registrations for Leadership for the Tourism Experience Economy close on 14 February 2023. To secure your place, we encourage you to register early. If a course is full, you will go on a waitlist and be contacted if a spot becomes available.

Read our full terms and conditions and other frequently asked questions for more information.

What's included

Learning materials

  • Participants will be given early access to high-quality digital resources to frame discussions and activities during the course.
  • You will also receive additional resources following the completion of the course to aid in continuous learning.


  • All our face to face workshops include catering and tea/coffee facilities (please let us know if you have any dietary or accessibility requirements when booking).
  • Upon successfully completing this course, you will receive a digital badge. This will certify that you have developed the capability to address business challenges through innovation. To understand more about digital badges and it’s benefits, please refer to our FAQ.

Who you'll learn from 

Associate Professor David Solnet specialises in service and hospitality management at The University of Queensland Business School. He currently serves as the lead academic for the new Master of Leadership and Innovation offered fully online through the edX platform. He led the development of this innovative program that focuses on customer experience development within the tourism industry and oversees its delivery. David also created and leads the course Customer Experience Foundations. 

Coming from a hospitality background, David has over 18 years of experience inclusive of senior management roles in the USA and Australia. With a focus on managing and leading service organisations, he’s recognised internationally for his research, teaching, and consulting. David is a renowned educator who engages and connects with students, consistently receiving exceptional teaching evaluations from his undergraduate, postgraduate, and executive education courses. 

David has published an array of materials including over 50 peer-reviewed academic journal articles, a textbook, and several book chapters. He’s also led numerous industry and government-funded research and consulting projects. David currently works with the Pro-Vice Chancellor’s academic team in the Student Affairs Division to improve service culture and student experience. 

Additional information

Speak to the team 

If you have any questions about this course or anything else, please fill out the form below with details of your enquiry and our team will respond to your request within 1 business day, or call us on +61 7 3346 7999

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