Our remote customer & innovation course offers a comprehensive experience for leaders and team members to design – or refine - a customer program that will respond effectively to current business challenges (in particular Covid-19).

This is a practical course based on global best practice methodologies and the thinkplayact L.A.M model for successful design and implementation of customer experience and innovation programs..

content

You will learn all the fundamentals to activate or accelerate a customer program to respond effectively to changing customer needs and achieve customer growth.

The program will introduce you to a series of tools and templates including:

Personal assessments & reflection activities – to help you understand what qualities you bring to customer-centricity and innovation practices.

Business assessments & reflection activities – a self assessment to understand your organisation and its current customer-centric practices. Identify strengths and areas for improvement.

Customer tools – 6 customer-centric tools and templates to design an effective customer program and strategy. Tools are applicable to small projects or enterprise-wide customer transformation.

Ideation & innovation tools – 3 tools and templates to support ideation and innovation planning and initiative development. Tools include global-best practice tools from blue ocean strategy and design thinking.

Implementation tools – 4 implementation tools that help you prioritise, implement and measure your customer and innovation program. These tools are fundamental to ensuring the successful implementation of CX and innovation initiatives.

Customer-centric culture tools – A suite of practical tools for engaging teams and create a customer-centric culture across your organisation.

results & outcomes

This course equips participants with tools that will allow them to:

• Understand that impact of Covid-19 on customers and their implications on results

• Assess how well their organisation is responding to customers and creating growth opportunities.

• Change their mindset to become more customer-centric

• Create a customer framework – personas, maps, insights – that underpins all successful customer programs

• Understand how customer research can be used more effectively to uncover insights into customer needs and expectations.

• Apply insights to design improved customer experiences and create new customer value.

• Apply customer insights to create actionable customer growth and innovation plans.

• Design and execute a range of initiatives from small wins to large-scale innovations

• Collaborate across the organisation to create a customer-centric culture

• Design and implement your own enterprise-wide customer program.

who should attend

Leaders or teams members who work in following:

• Customer, customer experience & innovation teams

• Marketing and communications teams

• Product development

• Sales and customer service teams

• Customer contact centre – senior staff (note: this course doesn’t specifically cover contact centre processes. We offer tailored workshops on request).

• Strategy

• Executive team members

Others who are interested in developing their understanding of customers and customer-centricity. Some basic understanding of customer marketing is recommended.

materials

All participants enrolled int the full (7-part) course will receive:

• Downloadable Customer Experience & Innovation handbook and guidebook

• Downloadable tool templates (personas, maps, ideation, implementation)

• Seven-part course recordings (available after each live session)

• Four-part deep dive sessions

format

Participants can attend the scheduled workshop sessions hosted by Robynne Berg, Director thinkplayact. Each session will last approximately 45 minutes plus 15 minutes question time. During the course participants will work individually, in group activities (using virtual conferencing), in one-on-one sharing and group Q&A. The sessions are highly interactive and will include chat, polling and quizzes to support learning and engagement.

If you are attending as part of a team, please advise the organisers at least 24 hours prior to your first session so we can group your team for group activities. All participants have access to a recorded version and transcripts they can watch in their own time.

If you require additional support to consolidate learnings or activate them within your business you can book a one-to-one coaching session (refer our coaching prices). We also deliver tailored workshops and customer programs for organisations wishing to build team competence or activate a customer program..

(NOTE: all courses and materials are in English. we quote on brief for translated materials)

post-workshop implementation

We offer the following services to support you in the implementation of your customer program. All services are quoted on brief. Book promptly if you wish to secure support services during a course. 

Our services include:

• Customer research (design, interviews, analysis & reporting)

• Cross-industry research (design, research, analysis, reporting and advisory)

• Customer value proposition development

• Customer persona and segmentation

• Customer journey mapping

• Customer experience & service design

• Ideation & innovation consulting

• Customer strategy development and advisory

• Implementation planning and advisory

• Individual & team coaching

Note: these services are charged separately (not included in price of course).

pricing

Customer Experience & Innovation Course (online only) - AUD$440 (inc GST)
includes: 6 x online workshops (livestream and on-demand) 4 x deep dives and course materials.

Individual Workshops (online only) - AUD$77ea (inc GST)