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Learn to think and achieve results like a Customer Experience Expert
- in 1 day of value-packed interactive coaching

Customer Experience Masterclass

Book 4 places for your team and receive a 5th place FREE!

Next Event
JHB - 16 August 2018
CPT - 6 September 2018

Dramatically transform the way people interact with your organisation… Your customers, your colleagues and your bottom line will reward you for it.

No matter your industry, if you’re in the business of interacting with customers, the quality of your customer experience is what defines your success.
At nlighten’s intensive 1-day Management Master Class Workshop you will learn how to enhance that experience again and again by applying actionable insights delivered by three of South Africa’s leading Customer Experience experts.

What will you get out of the day?


Discover how to make every touchpoint a great experience

Understand and improve what your customers experience, feel and think at every touchpoint along the journey as they interact with your business.

Learn how to make every moment of truth a moment of magic

Work along with your passionate facilitators to grasp the latest CX trends, techniques and best practices – and how to implement them into your particular customer scenario.

“Get” how social and digital events are revolutionizing CX – and then act upon your newly gained clarity!

Pick up and run with the insights that nlighten’s respected CX experts will selflessly share with you.

Fully understand and use the 5 Key Principles of on-going customer satisfaction

Put these five principles to work, and you’re practically assured of sustainable customer retention.

Make nlighten’s 6-Step Strategy your blueprint for success

Grasp how to adopt and adapt this proprietary plan to build a unique customer experience approach for your business.

See your business as customers view it – then transform it for the better!

Be amazed and inspired through an Introduction to Customer Journey Mapping. It will teach you how to establish and maintain a stronger connection with customers by first looking through their lens.

Take home a custom-tailored report of your business’ CX opportunities

This alone is an incredibly valuable return on your investment in the Management Master Class – a clear, actionable report of an expertly prepared Customer Experience gap analysis, unique to your business.

Discuss and review your learnings and take-outs

Gain perspective and consolidate what you’ve learned – in a 1-hour post-workshop telecon debriefing with your Master Class Workshop facilitators and fellow delegates.

Meet and share CX ideas with other managers

Participate freely and make the most of a great peer-to-peer networking opportunity.

Apply proven best practices almost immediately

Feel confident and equipped with valuable know-how that you can implement at work right away. Inspire and arm your team with practical initiatives that will make a visible difference to the Customer Experience at every level.

We practise what we preach, so you’ll enjoy a great CX too!

Like all nlighten’s training opportunities, the 1-Day Experience-Into-Action Management Master Class Workshop is designed to make every minute a learning experience. We’re intent on delivering value, and the participative nature of the workshop will encourage you to become immersed and contribute freely in a non-judgemental atmosphere of purposeful learning.

Space is deliberately limited, so reserve your place now

We want you to gain maximum benefit from this workshop, making the most of the actionable learning and the personable networking opportunities. For this reason, only 50 delegates can be accommodated at each venue.

Your facilitators: Learn from the pioneers of Customer Experience in SA

Nathalie Schooling

Nathalie Schooling

Customer Experience Strategist. Founder & CEO of nlighten.

In 2005, Nathalie left a thriving career in marketing to pursue her true calling – building brands by enhancing their customer experiences. Her combination of tenacity and passion has grown nlighten into South Africa’s leading customer experience company.

Brendon Bairstow-Klopper

Brendon Bairstow-Klopper

Customer Journey Mapping Specialist. Facilitating Expert. Director at nlighten.

With an extensive background in finance and hospitality, Brendon has built a strong reputation as an expert in the Customer Experience industry both locally and internationally. During the past 12 years Brendon and Nathalie have managed to revolutionise South Africa’s CX landscape.

Zulfiq Isaacs

Zulfiq Isaacs

Tech Entrepreneur. Venture Strategist. Start-Up Mentor.

As Founder and CEO of Liquid Thought, Zulfiq has led the company since its inception in 2001 to become a leading digital innovations agency. With its focus on experience design, digital transformation and disruptive innovation, Liquid Thought delivers services, products and solutions that enable its clients to embrace and compete more effectively in the online economy.

What others had to say about the workshop

Chief Customer Officer

This was perhaps one of the most comprehensive CX workshops I have attended, right combination of practical application of the material overlaid with first hand insights.

Chief Customer OfficerTarsus Technology Group

This workshop allowed me to better understand the evolving customer, and subsequently use the knowledge in designing new processes.

EA Old Mutual Emerging Markets
Head of Customer Experience

I loved the fact that the workshop was very interactive. Mapping is always a huge job – Nathalie and Brendon were able to break it down and make it seem less daunting. Nice reminders and insights.

Head of Customer Experience Virgin Active
National Sales Manager

Nathalie and Brendon speak so well and have a great way of putting the message across. I have never been to a workshop that was so informative and really made me want to rush back to the office to start putting it all into place. I was totally wowed by the content of the workshop and have taken so much back to my team to implement. I see the customer experience in a much brighter light now.

National Sales Manager Galileo Risk
Senior Campaign & Customer Management Consultant

I found the workshop very effective. I got some great tools to apply at my company.

Senior Campaign & Customer Management Consultant Old Mutual
Client Relations Manager

The pace at which the information was carried over was perfect. The video clips were a winner and the stats drove the conversations.


Client Relations Manager Glacier

Moments from previous Experience Advantage Workshops

Event costs and details

Johannesburg & Cape Town

Date: JHB – 16 August 2018
CPT – 6 September 2018

Time: 08h30-16h00

Location/Venue: JHB – The Radisson Blu, Cnr Rivonia & Daisy, Sandton
CPTOld Mutual House, 33 Klaassens Rd, Bishopscourt.

Investment: R3875.00 per delegate (excl. VAT)


The Master Class Workshop fee includes:

  • All workshop material
  • A downloadable copy of the presentation slides – useful memory jog/daily guide
  • Refreshments
  • Venue parking
  • A custom-tailored CX gap analysis report for your business – to put into action!
  • A 1-hour post-workshop telephonic debriefing session – to recap and consolidate your newly acquired skills

Some companies that attended Experience Advantage 2017

Standard Bank



Discovery Invest

Training Room Online





Galileo Risk

Book your place now!

Book 4 places for your team and receive a 5th place FREE!

Complete a simple booking form

Or call nlighten today on 021 794 7533 


Book for Experience Advantage 2018

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