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LIVE at Lunchtime - Online Training

Behavioural Science for Customer Journeys

Thursdays | 22 February - 29 February
12:30pm - 2:00pm
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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.


  • $395.00 + GST Members
  • $695.00 + 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


  • 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
Carl Sarney

Facilitator, Carl Sarney

Head of Strategy, TRA

Carl has 20 years of insight industry experience. He is specialised in brand and comms strategy with a proven history of effective work for his clients, including several gold awards for advertising effectiveness more about carl

Really valuable and thought-provoking workshop.


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


Start your professional development
journey with us today.

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