After facilitating nlighten’s Experience by Design in JHB and CPT for a second year, Alan Pennington, author of The Customer Experience Book, jumped at the chance of making it a regular feature in nlighten’s calendar. “I look forward to the more adventurous South African companies truly embracing the customer component of their business strategy.”
Following the success of Experience by Design in February 2017, Alan will be back soon to reveal the latest trends in measuring your customer journey – and will complete your arsenal with the proven tools to redesign and reinvigorate your customer experience.
“The future is in experience redesign – not just customer journey mapping,” Alan said about building a customer-centric strategy into your business.
In this intensive one-day workshop, your company’s customer experience practitioners will work closely with Alan – using the essential tools for measuring your existing customer journey – and redesigning your customer experience to make it more memorable.
WHAT YOU CAN DO WITH THE EXPERIENCE by DESIGN WORKSHOP:
- Visualise the end-to-end customer journey
See your customer’s complete journey of your brand.
- Draw from the customer’s perspective
Put yourself in your customer’s shoes – what does it feel like to do business with you?
- Put everyone on the same page
Get your whole organization to deliver great customer experience.
MEET THE (CUSTOMER) JOURNEYMAN – ALAN PENNINGTON
WHAT PREVIOUS DELEGATES HAVE SAID ABOUT EXPERIENCE BY DESIGN
The workshop was a huge paradigm shift for me. I learned to look at opportunities to change, rather than beat myself up about things. It was a great collaborative effort. The entire workshop was brilliant.
Experience by Design gave me such a different perspective. The highlight for me was that Alan used real examples. It came into play the minute I got back to the office – during my first meeting. We can’t wait for the ‘wow’ moments to happen.
Customer Journey Mapping is fairly new to South Africa and I needed validation that I’m moving in the right direction. The content was brilliant and put across in a way that we could use and understand. I learned to see things from the customer’s point of view.
I found it extremely practical and it validated what I’d already learned. The way Alan put the content across was great – it taught me a lot. There was tremendous value in actually putting a Customer Journey Map from scratch. The statement of intent was also a ‘wow’ moment for me.
The content was all so relevant – Alan made sure all his examples had context and he related it all back to me. The other delegates gave great feedback, which taught me a lot, too. Doing our own Customer Journey Map was a high point for me.
We’d been introduced to Customer Journey Mapping, but have questioned some of the methodologies and their application. After this workshop, however, we now have a much better understanding of how it all works and how to implement it in our business. The highlight was the group work.
Date: TBC 2018