09.30 - 10.00: Registration and Coffee
10.00 - 10.30: Introductions – Sarah West, CUBO Marketing Group Lead & Head of Marketing, Communications and Experience at UCL
Overview of programme, speakers and delegates and expectations.
10.30 - 11.30: The User Journey and Customer Experience - Chris Brooks, Lexden CX Consultants
One of the most talked about customer experience tools is the customer journey map. But do we fully appreciate its role in improving students outcomes? Does it deliver a real gain, or is it just a resource drain? In this best practice session, we unpack how to shine a light on student issues and inspire new ideas to deliver meaningful value to all student service teams through journey mapping. As well as importantly understand effective management and where the customer journey map fits into the wider management ecosystem of delivering improved student experiences.
11.30 – 11.45: Break
11.45 – 12.30: Case study – Keele University - 2024 CUBO Best Marketing Campaign Award Winner - Joe Hambleton-Ratcliffe, Commercial Marketing Manager, Keele University
Keele sought to address a post-Covid slump in sales of its flagship catering outlet, CENTRAL Kitchen.
Using research to improve the customer experience, a marketing plan raised awareness of the tasty options at CENTRAL through activities including emails, social, advertising, and promotions.
12:30 - 13:30: Lunch and Networking
13:30 - 14:30: Case Study - Maximizing Student Spend on Campus: Boosting Commercial Success Through Marketing - Oliver Harrison, Content Director, CampusLife
Discover practical strategies to drive student spending and boost your campus commercial outlets. This interactive session will explore key areas — from food and drink outlets and university merch to catered accommodation and outside-of-the-box opportunities like events and TV production.
Through case studies and group workshops, you’ll generate fresh, innovative ideas tailored to your student audience, leveraging their unique appetite for community and engagement.
Learn how to break down silos, embrace collaboration, and develop marketing concepts that showcase your campus as the ultimate destination for students.
14:30 - 15.00: Break
15.00 - 16.00 Case Study - Understand and Enhance the Neurodiverse Student Experience - - Oliver Harrison, Content Director, CampusLife
An increasing number of students are starting university identifying as neurodiverse or receiving a neurodiverse diagnosis during their studies.
They’re part of a growing demographic that require additional needs to help make their experience as positive and as inclusive as possible.
In this presentation, you’ll get a beginner’s introduction to the world of neurodiversity, understanding the varied experiences faced by students and practical steps you can take to make an immediate, real world difference to their experience on campus.
16.00 – 16.30: Wrap Up and Reflections
This course will suit marketing professionals at coordinator to manager level working in higher and further education, with a remit to engage students with campus services such as accommodation, catering, retail, sport memberships and residence life.
Please note our preferred method of payment is by purchasing card. If your institution does not use a purchasing card, you won't be able to make a booking until you have provided us with a valid purchase order. Please send your PO to Sarah. Purchase orders to be addressed to: Professional HE Services Ltd | Charnwood Building | Holywell Park | Ashby Road | Loughborough University | Leicestershire | LE11 3AQ
Please note our full terms and conditions when booking this event.
Tagged : Accommodation, Catering Hospitality and Retail, Commercial Services, Marketing and Communications
Type : Training
Please contact contact@cubo.ac.uk for more information
