CX Lavender tackles tertiary education in new Victoria University appointment
Customer experience agency, CX Lavender (CXL), has been appointed by Victoria University to helm the educational institution’s “student experience innovation program”.
The new business arrangement will see CXL analysing for opportunities the university can use to disrupt the “tertiary education category and student experience”. This will include delivery feasibility, field validation, journey mapping, business casing, quantitative and ethnographic research, modeling, and identifying commercial opportunities.
Ultimately, the CXL’s work is expected to bolster the university’s customer experience goals, and align them with its “tertiary innovation.”
According to Victoria University’s director of brand and marketing, Russell Downing, CXL’s background as a creative agency, coupled with its pre-existing expertise in customer experience, made it the surefire choice for an ongoing partnership.
“CX Lavender’s roots as a creative agency, paired with their expertise in CX research, innovation, product and modeling, made them the right partner to explode accepted category norms and bring all new thinking to the tertiary sector,” Downing explained.
“We were also highly impressed with the agency’s in-house technical capability and adaptable approach, and we’re confident we’ll achieve great things together.”
The university’s chief marketing officer, David Llewellyn agreed with his colleague.
“Our partnership with CX Lavender represents a significant step forward in enhancing the educational experience for students,” Llewellyn said. “By focusing on innovation and creativity, our goal is to set a new benchmark for student engagement and satisfaction in the tertiary education sector.”
“We’re thrilled to welcome our new client Victoria University and realise this true transformation opportunity in partnership,” said CXL’s chief executive officer, Adam Washington.
“Tertiary education student experience is among the most unchanged in any sector throughout the decades; VU’s vision and bravery when combined with our CX capabilities can shape the next gen of uni experience.”
The CXL-developed student experience program will come into effect in 2025.
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Matthew is the editorial assistant at Mumbrella. He joined the company at the end of September 2023.
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