Customer Experience

Customer Experience

Thursday 5 October, 2023
9:00am - 5:00pm
Marketing Association
69 St Georges Bay Road, Parnell

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Be a CX Champion - this full-day workshop will show you how!

Overview

You could have the best product in the market, or be the best at what you do, but without knowing and understanding your customer, and using that knowledge correctly you could be missing an opportunity to really increase your loyalty base. Customer experience is essential in today’s business. Customers expect a seamless and personalised experience both online and in-person.

To meet the growing expectations of your customers, it starts with truly understanding them and delivering them what they want. In this workshop you will learn about customer journey mapping, analytics and insights to understand your core customer persona, customer level marketing principles, developing customer advocacy, and measuring customer success. Plus, a bit of UX design to really kick start your customer experience journey.

PRICING

  • $650.00 + GST Members
  • $950.00 + GST Non Members
  • Special rates available for students, registered charities and multiple bookings. Contact us.
BOOK YOUR SPOT NOW

Learning Outcomes

Customer Centricity

  • Understand the importance of customer centricity for branding purposes.
  • Understand what is required to develop a comprehensive customer-centric marketing strategy.
  • Create insightful customer journey maps and identify moments of truth.

Measuring Success

  • Evaluate the various ways customer experience is delivered and measured.
  • Understand digital and multi-channel customer interaction platforms.
  • Understand customer feedback loops and how they measure success.

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Nam sagittis gravida ex, nec pharetra libero dictum nec. Pellentesque ut sollicitudin turpis. Quisque id nisi imperdiet, commodo odio id, elementum nibh. Nullam consectetur a odio non feugiat. Integer a elementum sem. 

Nam sagittis gravida ex, nec pharetra libero dictum nec. Pellentesque ut sollicitudin turpis. Quisque id nisi imperdiet, commodo odio id, elementum nibh. Nullam consectetur a odio non feugiat. Integer a elementum sem.

Nam sagittis gravida ex, nec pharetra libero dictum nec. Pellentesque ut sollicitudin turpis. Quisque id nisi imperdiet, commodo odio id, elementum nibh. Nullam consectetur a odio non feugiat. Integer a elementum sem.

Diana Van Nispen

Facilitator, Diana Van Nispen

Head of Customer Value, ANZ New Zealand

As Head of Customer Value at ANZ Diana is responsible for delivering insight led customer contact programmes driving customer growth and satisfaction. Uncovering actionable customer insights, mapping customer journeys, developing customer contact strategies and delivering customer led contact programmes is what the team does at ANZ.

more about diana

Facilitator, Diana Van Nispen

Head of Customer Value, ANZ New Zealand

Diana has decades of experience within customer level and data driven marketing. She started at ANZ managing direct to customer communications during the brand and system merger with National bank, and has been customer level marketing expert within the bank since.

Prior to ANZ, she worked for several customer level marketing agencies within New Zealand working across a wide range of clients and industries: from travel and education to retail and utilities. Diana started her career in customer marketing after completing her MBA, working as a CRM manager in London for Priceline Europe – now Booking.com-back in the dot.com start-up days.

Despite her Dutch heritage, she moved with her partner to New Zealand to raise a family - where else would you go.

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