Your customers have changed. Have you? Rethink your customer journey to succeed in the post COVID environment.

"The course made me rethink what I knew. It challenged me to go deeper and discover more about my customer." — Elise Parups, Board Director and Consultant

"The mentoring helped me really apply the learning to my business." — Annabel Worthington, Customer Experience Manager, Wesley Mission Queensland

"The framework that helped us uncover what our clients really needed." — Grant Wallace, Director, Libertate Family Office

"Brilliant course, insightful and thought provoking." — Ashleigh Quilty, Claims Leader, RACQ

About this event

Innovating your customer experience [CX] is how you can compete and grow, on a minimal budget. It’s how you become referred, and how you stand out from the crowd.

A Customer Journey Map is a structured visual representation describing what it’s like to be a customer in your organisation. This session will help you understand your current customer’s experience, consider and communicate improvements that will lead to improved success.

What it includes:

• 3 hour live online attendance

• Customer Journey Map Program Workbook (in PDF format)

On conclusion of the program we will send you:

• Certificate of Achievement

• Customer Journey Design Kit - including our journey mapping template, persona stickers and coloured pens

What you will learn

1. Why revisiting your customer journey post COVID is fundamental for organisational success

2. A best practice approach to designing customer journey maps

3. How to design a structured, visual representation describing what it is like to be a customer

4. The key stages in a customer journey map

5. How to use a journey map as a design tool to find CX improvements and innovation opportunities

6. How to use a journey map to guide decision making and resource allocation

7. How to use a journey map as a communication tool across your organisation

Presenter

Cyrus Allen, Managing Partner, Capfeather

Cyrus heads up the customer strategy and innovation consulting group, CapFeather. In his time with Strativity and CapFeather, he has run advisory projects with over 100 organisations across Australia and the Asia Pacific. Cyrus is a guest lecturer in CX at Melbourne Business School and brings a pragmatic, client-centred approach to improving business outcomes. Cyrus is a co-author ‘Customer Experience Innovation: How to get a Lasting Market Edge’ and ‘Lean CX’ (published in 2021).

Dates and times

Australian Eastern Standard Timezone

Wednesday 2nd December 1:00 - 4:00pm

The training will be run via Zoom. Calendar invitations will be sent after booking.

Please note: We limit numbers to ensure a better learning experience for all attendees.

Only 40 places to this program are available. Book in early.

For more information contact Jana McKenzie on jana [@] cx.institute

Call the CX Institute reception on +61 7 3105 5913.