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.
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PRICING
$395.00 + GST Members
$695.00 + GST Non Members
Special rates available for students*, registered charities and multiple bookings. Contact us.
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
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
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. His research work has taken him to just about every town in New Zealand to speak with people from all walks of life. He's also conducted qualitative research in eight more countries while based in London for two years and spent seven years as an ad agency planner before joining TRA in 2018.
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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