Behavioural Science for Customer Journeys

To design the ‘X' in CX you need to know and understand the ‘C’!

Make your customer the hero. Join us to look at the drivers of human behaviour, and how a greater understanding of these touchpoints, including digital experiences, can be applied to customer experience.

Online Course Format
This workshop is also offered in an online format. A 90-minute live session will be held once each week for 2 weeks. The facilitator will present that week's topic live online with other participants. There will also be activities and resources to support your learning.

Choose Your Date and Location

Delivered in two online sessions, discover what drives customer behaviour and learn how to design journeys and experiences that work with human decision-making. | Dates: November 18 & 25.

18/11/2026

12:30pm - 2:00pm

Online

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Don't Take Our Word For It

"The content wasn't too shallow or too deep, it was enough food for thought that made me rethink some projects."

Ben

Te Ara Ahunga Ora, 2025

"Lindsey was great and the real life examples make it a lot more relatable."

Arista

WM New Zealand, 2025

"Lindsey explained all frameworks, examples, language and theory really well and kept including examples of the different organisations where we all worked to make it more relevant and engaging."

Past Attendee

2024

You'll Learn How To

Define behaviour change challenges clearly and effectively

Move from broad goals to specific, actionable behaviour change challenges (who needs to do what, and why it matters).

Understand the drivers of human behaviour

Explore key behavioural science principles and how factors like context, habits, and social influence shape decision-making.

Connect customer behaviour to business objectives

Link organisational goals to specific customer actions, ensuring your CX efforts are focused on meaningful outcomes.

Identify friction and opportunities within customer journeys

Pinpoint where customers experience barriers, and where small changes can improve engagement and outcomes.

Apply behavioural science frameworks in practice

Use proven models (such as behaviour change frameworks) to analyse and redesign customer journeys more effectively.

Design more effective, human-centred experiences

Create journeys that reflect how people actually behave rather than how we assume they behave.

Take a more holistic view of customer journeys

Understand the broader context shaping behaviour, including emotional, social, and environmental influences.

Facilitator, Daniel Talbot -
Auckland

Strategy & Innovation Director, TRA

Daniel has held research, strategy, and human-centred design roles at some of Aotearoa’s top agencies and consultancies, helping local and global brands tackle the tricky challenges and achieve growth in an insights-led, solutions-focused way.

Facilitator, Lindsey Horne

Behavioural Insights Director, TRA

With a background in neuroscience and applied behavioural science, Lindsey works across behaviour change projects with social and government clients. Her approach to behaviour change is holistic, from broader cultural and social change through to behavioural economics and nudges.

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