The Experience by Design Masterclass will equip you to:
- Visualise the end-to-end customer journey
See your customer’s complete journey through 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 organisation to deliver terrific customer experience.
Redesigning the customer experience is the way of the future. Above and beyond customer journey mapping, this is what will separate the exceptional from the mediocre in business in the years to come. And this masterclass will set you on the high road to customer gratification.
What to expect from the Masterclass
Meet the (Customer) Journeyman: Alan Pennington
Your co-facilitators: The pioneers of Customer Experience in SA
Nathalie Schooling and Brendon Bairstow-Klopper are both seasoned facilitators with a combined depth of insight into the customer experience industry that is way ahead of that of their peers. When they pool their resources, which are formidable, outcomes are potent. The pair heads up nlighten and is the galvanising force that drives the company’s strategy, research and training activities with clients across the globe.
Nathalie’s strength lies in building businesses with innovation and purpose, always capitalising on people. Her trademark ability to motivate, manage and empower people has enabled many a company to garner happy customers and boost the bottom line.
Brendon has effectively translated his insights into actionable strategies for a diverse range of clients. His understanding of how vital a role the customer experience plays in securing sustainable success for any organisation has made him a sought-after facilitator and trainer.
EVENT COSTS AND DETAILS
Date: TBC | 2019
Times: day 1 – 8h00-16h30 / day 2 – 8h00-14h00
Venue: TBC, Cape Town
Cost: R5650.00 (excl. VAT)
(includes all refreshments, lunch and workshop material)
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.
Book your place now!
Book 4 places for your team and receive a 5th place FREE!