Your customers have changed. Have you? Learn how to create remarkable experiences that meet your customer’s changed attitudes and needs. The training will help you achieve competitive advantage and revenue recovery in the post COVID business 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

"Rob created a 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.

This training program will provide you with a step by step method for researching and designing a remarkable customer experience. Based on the book ‘Customer Experience Innovation: How to get a lasting market edge’ and including lessons from global gazelles to local entrepreneurs, this program will give you the best practice in CX innovation.

What it includes:

• Live online attendance to 12 hours of expert training over 2 weeks

• CX Innovation Program Workbook - including templates, diagrams and exercises

  (in PDF format)

Book in by 30 September and we will send you:

• CX Innovation Program Workbook - including templates, diagrams and exercises (in hard copy)

• Customer Journey Mapping Design Kit - including graph paper, persona stickers and coloured pens

You will learn

1. Why CX is important

2. How CX is different post-COVID

3. The 3 levels of CX

4. How to interview customers to get insights

5. How to design a CX survey

6. How to segment your customers to get cut-through

7. How to build a customer journey map

8. The 3 methods for designing better CX

Presenters

Dr Robert Dew, Program Designer

Robert is a leader in customer experience innovation, with over 15 years’ experience structuring companies for growth. He was a founder in over 40 businesses. Volvo, Nissan, BankWest, KLM Royal Dutch Airlines, Chandler Macleod, WorleyParsons, Janssen Pharmaceutical and Seek have brought Rob in to help them innovate. He is the author of ‘Customer Experience Innovation: How to get a lasting market edge’ and has taught in MBA programs at 8 universities across Europe, Asia and Australia.

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 on ‘Lean CX’, being published in 2021.

Sarah Daly, Director, Customer Experience Institute

Sarah has over 15 years experience growing and operating organisations in Australia, the United Kingdom, and the Philippines. She is an innovation, creativity and technology researcher, currently doing her PhD on trust and artificial intelligence. Her focus is on improving performance in organisations through better experiences.

Dates and times

Australian Eastern Standard Timezone

Thursday 15th October 2:00 - 5:00pm

Friday 16th October 2:00 - 5:00pm

Thursday 22nd October 2:00 - 5:00pm

Friday 23rd October 2:00 - 5:00pm

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 Sarah Daly on sarah [@] coriolisinnovation.com.

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