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Behavioural Science for Customer Journeys

Thursday, 16 May
9:30am - 1:30pm
Sofitel Wellington | City Central
11 Bolton Street, Wellington
 
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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.

PRICING

  • $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

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
Lindsey Horne

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. more about Lindsey

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.

 

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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