Behavioural Science

LIVE at Lunchtime - Online Training

Behavioural Science for Customer Journeys

Tuesdays 21 February - 28 February, 2023
12:30pm - 2:00pm
MA Online
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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.

Course structure
A live session will be held each Thursday from 12:30pm - 2:00pm over 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.

PRICING

  • $400.00 + GST Members
  • $550.00 + GST Non Members
  • Special rates available for students*, registered charities and multiple bookings. Contact us.
register now

Learning outcomes

You'll Learn About:

  • Challenge yourself and your thinking (the who, the what and the why)
  • Explore the motivation behind ‘CX’
  • Relate organisational objectives to customer behaviour
  • Identify opportunities to reduce friction and enhance relationships

Achieve:

  • Understand the principles of applied behavioural science, and how to apply this to your organisation
  • Consider the bigger picture by understanding customer journeys at a deeper level

Who Should Attend:

  • Those with 3-7 years’ experience, who are involved in developing engaging customer experiences
  • Professionals who are ready to take a deep dive into the drivers of human behaviour

You'll Learn About:

  • Challenge yourself and your thinking (the who, the what and the why)
  • Explore the motivation behind ‘CX’
  • Relate organisational objectives to customer behaviour
  • Identify opportunities to reduce friction and enhance relationships
  • Consider best practice and the ethics of ‘nudges’

Achieve:

  • Understand the principles of applied behavioural science, and how to apply this to your organisation
  • Consider the bigger picture by understanding customer journeys at a deeper level
  • Improve your customer’s experience and drive growth by recognising people as whole human beings
  • Consider how to address tension by serving your customer’s needs
  • Shape your CX to serve the business need

Who Should Attend:

  • Those with 3-7 years’ experience, who are involved in developing engaging customer experiences
  • Professionals who are ready to take a deep dive into the drivers of human behaviour
  • Organisations who are moving to a more customer centric model and want to better understand the science behind customer behaviour
Carl Sarney

Facilitator, Carl Sarney

Head of Strategy, TRA

Carl is Head of Strategy at TRA, an insight agency that uses specialist knowledge on culture and human behaviour to help people get better outcomes from the organisations that serve them. 

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Facilitator, Carl Sarney

Head of Strategy, TRA

Carl is Head of Strategy at TRA, an insight agency that uses specialist knowledge on culture and human behaviour to help people get better outcomes from the organisations that serve them. Carl has worked in the insight industry for 20 years, spanning both Government and commercial sectors. When it comes to CX strategy, Carl likes to roll his sleeves up and get amongst the context in which the customer's experience will actually take place.

Really valuable and thought-provoking workshop.

PAST ATTENDEE 2020

Great course, very informative, great insights and examples. Highly recommend.

PAST ATTENDEE 2020

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Are you a SME and keen for support with funding your professional development? You may be eligible to receive a subsidy of up to 50% for your course fee. Click here to find out more.

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