Creating Exceptional Student & Client Experiences
Overview
Driver 3 — Student & Client Engagement — is where great RTOs separate themselves from compliant ones. This masterclass covers the experience design principles that drive genuine student outcomes and client retention: onboarding flows, support touchpoints, feedback loops, and the moments that matter most in a student's journey. Practical, experience-grounded, and built around the realities of running a multi-cohort RTO.
What you will learn
- The student journey moments that drive completion, satisfaction and referral
- How to design experience standards aligned to the Outcome Standards
- A measurement framework that goes beyond NPS and QILS
- How to turn complaints and feedback into experience improvements
Who should attend
- RTO CEOs, Owners and General Managers
- Student Support and Client Services leads
- Operations Managers shaping the student journey
- Marketing leads responsible for student communications
Facilitator
Angela Connell-Richards
Angela Connell-Richards founded Vivacity Coaching & Consulting in 2009 and has spent more than 15 years helping RTOs turn the messy reality of compliance into systems that actually work. She facilitates four of the five Vivacity event series, holds a Master of Business, and is the author of The Governance Shift and 8 Critical Drivers to RTO Success. She does not facilitate from theory — every framework she shares has been used to solve a real problem for a real client.
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