Upcoming Events

CCXP Coaching Program | Workshop 2 of 4: The business case for Customer Experience | 24 April 2019 | Cape Town

April 24, 2019

We have created a program to support your growth as a customer experience practitioner. Wether you are looking to write the Certified Customer Experience Professionals (CCXP) exam, or just looking to fast track your skills and experience, we would like to support you. Most people are at different levels of experience when looking at the CX competencies required to write the CCXP exam. We evaluate where you are at present and give you a personalised plan to grow your skills and experience at your own pace in order to get ready for the certification exam. This workshop will cover the following CCXP competencies:

  • Voice of Customer Insights, Understanding & Action
  • Metrics Measurement and ROI

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Motivating Customer Experience Initiatives to your CFO – Masterclass ½ Day workshop | 10 May 2019 | Cape Town

May 10, 2019

Often the CFO is the person asking critical questions about return on investment (ROI) of various initiatives in the organisation. This is after all their job. This workshop will provide you with a view from the CFO’s perspective and empower you with the right information to deliver a compelling argument for customer experience initiatives. You will leave the workshop equipped with a business case framework to use for your next budget presentation.

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Brand Warrior Introduction workshop – Engaging Employees for passion purpose and performance | 1 Day Workshop | 14 May 2019 | Cape Town

May 14, 2019

This workshop will be an introduction to how to ignite the purpose passion and performance of individuals and teams. If you are wondering how to get get people to live your brand and delight your customers, this workshop will give you a peak into how to align people's and brand purpose.

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Become a Customer Journey Designer 2 Day Course | 21 -22 May 2019 | Cape Town

May 22, 2019

Gain a solid and practical understanding of the power of journey mapping from idea to implementation. Grow your own toolkit with tried and tested tools and techniques. Customer Persona development Empathy mapping Customer Immersion Using Voice of the Customer (VOC) Creating a customer war room Customer Journey Design From journey to implementation In order to receive a certificate for this course, you are required to donate your time to a charity and design a journey with practical improvements for them.

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Become a Customer Journey Designer 2 Day Course | 30 - 31 May 2019 | Johannesburg

May 30, 2019

Gain a solid and practical understanding of the power of journey mapping from idea to implementation. Grow your own toolkit with tried and tested tools and techniques. Customer Persona development Empathy mapping Customer Immersion Using Voice of the Customer (VOC) Creating a customer war room Customer Journey Design From journey to implementation In order to receive a certificate for this course, you are required to donate your time to a charity and design a journey with practical improvements for them.

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CCXP Coaching Program | Workshop 3 of 4: Experience design and customer centred innovation | 4 June 2019 | Cape Town

June 04, 2019

We have created a program to support your growth as a customer experience practitioner. Wether you are looking to write the Certified Customer Experience Professionals (CCXP) exam, or just looking to fast track your skills and experience, we would like to support you. Most people are at different levels of experience when looking at the CX competencies required to write the CCXP exam. We evaluate where you are at present and give you a personalised plan to grow your skills and experience at your own pace in order to get ready for the certification exam. This workshop will cover the following CCXP competencies:

  • Experience design, Improvement and innovation

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How to facilitate Journey Design | 1 Day Workshop | 5 June 2019 | Cape Town

June 05, 2019

Learn all the practical tools and techniques for facilitating a journey design workshop. You will be guided through a practicum where you will have the opportunity to facilitate in a group and ensure that you get maximum engagement. We will introduce you to cloud tools that will help streamline the capturing and documentation of your journey maps - making you more effective and efficient.

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CCXP Coaching Program | Workshop 4 of 4: Creating a Customer centric DNA | 18 July 2019 | Cape Town

July 18, 2019

We have created a program to support your growth as a customer experience practitioner. Wether you are looking to write the Certified Customer Experience Professionals (CCXP) exam, or just looking to fast track your skills and experience, we would like to support you. Most people are at different levels of experience when looking at the CX competencies required to write the CCXP exam. We evaluate where you are at present and give you a personalised plan to grow your skills and experience at your own pace in order to get ready for the certification exam. This workshop will cover the following CCXP competencies:

  • Customer centric Culture
  • Employee Experience
 

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Handling complaints with confidence | 1 Day workshop | 19 July 2019 | Cape Town

July 19, 2019

Join us for a survival boot camp that will equip you with skills to manage conflict in teams or with customers in more productive manners. Is your job to rescue customers in distress? Calm them down? Change their journey from one of misery to one of understanding? Do you need a bit of a boost to recharge your batteries and help you be the rock star of complaints? Join us for a workshop where you will have the space to redesign some of your most frequent and sticky complaints. Rub shoulders with other industries and learn with and from people with the same challenges as you. Walk away with practical skills, tools and techniques to make your life less stressful, create more understanding from your customers. This workshop will look at methods, models and skills to improve engagement with customers. You will get the opportunity to work individually and in groups and roleplay situations. You will be invited to develop your personalised journey of recovering from service failures. This workshop will be experiential and invite you to practice and participate and delve into the origins of emotions, how to better understand the anger and how to coach a customer out of a position of complaining to a place of contentment.

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I have a customer journey – What now? | 1 Day Workshop | 13 September 2019 | Cape Town

September 13, 2019

Get results from your Customer Experience Initiatives - Implementation through Agile

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