Learn the essential methodologies, frameworks, tools and terminology of customer experience and innovation. This session covers everything from design thinking, HCD, blue ocean strategy, customer experience versus user experience.

You will start designing your strategy canvas to plan your own customer experience & innovation project. We will cover:

• Understanding CX and customer-centricity

• The CX Program Roadmap

• Introduction to CX & Innovation tools

• The CX strategy canvas (activity)

This workshop can be attended as a stand alone or as part of the CX & Innovation MasterClass. DOWNLOAD COURSE BROCHURE

Join our discussion on the critical actions customer and marketing teams should take to respond to fast changing customer needs. We'll discuss the best approach to supporting and retaining customers (and acquire new ones) during challenging times.

There has never been a more critical time to activate or accelerate your customer program. We will explore CX and customer innovation to help you improve customer experience and create new growth during this period of change.

What you will learn

• How customers have changed since Covid-19

• Critical actions to take now to engage & retain customers (the dos and don'ts)

• 3 fundamental customer perspectives

• The customer framework - L.A.M Model (Covid-19 version)

• The essential tools for a customer program

This free webinar is the first in a series of a 6 module course (plus 4 x deep dive sessions) that will teach you everything you need to know to accelerate or activate a customer program.

DOWNLOAD COURSE OVERVIEW

There has never been a more important time to activate or accelerate your customer program. But the CX strategy is just the start. Your CX goals will only be achieved with successful implementation and a customer-centric culture. This 90 min workshop shows you the critical steps and considerations for your customer program.

In this online workshop we will cover:

• Engaging the right sponsors & people

• Creating CX processes

• Prioritising initiatives

• KPIs and measures for CX

THIS IS MODULE 6 OF THE CX & INNOVATION MASTERCLASS COURSE . YOU CAN ATTEND INDIVIDUAL MODULES OR THE FULL COURSE.

(see our event listing for the full course)

There has never been a more important time to activate or accelerate your customer program. Customers have changed. And so has our world. Customer-centric innovation is the critical skill for future growth and customer engagement. This 90 min workshop shows you the critical steps and considerations for your customer program.

In this online workshop we will cover:

• Ideating around insights

• Innovation methodologies & tools

• Customer innovation across the 3 lenses

• Innovating across trends & time

THIS IS MODULE 5 OF THE CX & INNOVATION MASTERCLASS COURSE . YOU CAN ATTEND INDIVIDUAL MODULES OR THE FULL COURSE.

(see our event listing for the full course)

There has never been a more important time to activate or accelerate your customer program. Customers have changed. Backstage Mapping helps us apply insights from customer journey mapping across the organisation to see how our internal practices influence customer experience and outcomes. This 90 min workshop shows you the critical steps and considerations for your customer program.

In this online workshop we will cover:

• Given context to customer insights

• Backstage maps for CX & product development

• Backstage maps for service design

• Designing a backstage map

THIS IS MODULE 4 OF THE CX & INNOVATION MASTERCLASS COURSE . YOU CAN ATTEND INDIVIDUAL MODULES OR THE FULL COURSE.

(see our event listing for the full course)

There has never been a more important time to activate or accelerate your customer program. Customers have changed. Customer Journey Mapping is a fundamental tool to apply to understand changing customer needs, behaviours and expectations. This 90 min workshop shows you the critical steps and considerations for your customer program.

In this online workshop we will cover:

• Types of maps - UX, CJ, CX

• Hierarchy of maps (chosing the right map/s for your CX project)

• Design a customer journey map

Note: this is the third module workshop in the Customer Experience & Innovation Course program. Attend this workshop as a stand-alone or as part of the full course. For information about the full course download our course brochure.

• CX - creating a customer lens

• CX research & interview methods

• Persona development

Note: this is the first workshop in the Customer Experience & Innovation Course program. You can attend this workshop as a stand-alone or as part of the full CX & Innovation course. For information about the full course please click here.

Learn the essential methodologies, frameworks, tools and terminology of customer experience and innovation. This session covers everything from design thinking, HCD, blue ocean strategy, customer experience versus user experience.

You will start designing your strategy canvas to plan your own customer experience & innovation project. We will cover:

• Understanding CX and customer-centricity

• The CX Program Roadmap

• Introduction to CX & Innovation tools

• The CX strategy canvas (activity)

This workshop can be attended as a stand alone or as part of the CX & Innovation MasterClass. DOWNLOAD COURSE BROCHURE

Join our discussion on the critical actions customer and marketing teams should take to respond to fast changing customer needs. We'll discuss the best approach to supporting and retaining customers (and acquire new ones) during challenging times.

There has never been a more critical time to activate or accelerate your customer program. We will explore CX and customer innovation to help you improve customer experience and create new growth during this period of change.

What you will learn

• How customers have changed since Covid-19

• Critical actions to take now to engage & retain customers (the dos and don'ts)

• 3 fundamental customer perspectives

• The customer framework - L.A.M Model (Covid-19 version)

• The essential tools for a customer program

This free webinar is the first in a series of a 6 module course (plus 4 x deep dive sessions) that will teach you everything you need to know to accelerate or activate a customer program.

DOWNLOAD COURSE OVERVIEW