An action-packed course

The high-intensity Customer Experience (CX) Masterclass from nlightencx is designed to educate, entertain, and spark change through CX improvements. Over two days of engaging learning, you’ll participate in an interactive workshop showing you how to retain a loyal customer base, acquire new customers, mitigate risks, and drive growth through superior CX.

One of the workshop highlights is the hands-on customer journey mapping activity, teaching you to recognise and understand the many touchpoints in your customers’ interactions with your product or services. With this perspective, you’ll likely experience numerous ‘aha’ moments as you uncover hidden touchpoints.

The masterclass is hosted by top global CX thought leader Nathalie Schooling and sought-after customer experience strategist Brendan Bairstow-Klopper, together with high-profile industry guest speakers.

The course includes all workshop materials, USB of slide deck, all refreshments (lunches, teas and beverages), parking and a certificate of completion. You will also receive your own copy of the book Eat Your Own Lunch by Nathalie Schooling and Brendan Bairstow-Klopper.

Nlightencx is offering an exclusive group discount: firms registering a team of delegates can book five delegates for the price of four!

It’s important to book early, as the CX Masterclass is in high demand.

What you’ll gain

Get the scoop on the latest CX trends. Nlightencx cuts through the industry jargon and CX buzzwords by simplifying what it means to adopt and implement the latest in CX solutions.

Discover the CX Formula to success. Find out how to break down silo mentalities, which pose a serious threat to company success. Also learn why good employee experience is key to good customer experience, and how you can motivate your team to commit to your CX agenda and consistently deliver great service.

Understand how to successfully operationalise CX across all touchpoints. Find out how to work smart and create seamless customer experiences that meet ever-evolving expectations.

Explore the ins and outs of customer journey mapping. Learn how to see your business from your customer’s perspective and how to use this insight to create customer experiences that build and retain loyalty.

Learn how to use service design to your advantage. Discover the core service design principles that will ensure the goals, vision and unique brand promise of your business comes through in your customer experiences.

Understand the importance of real personas. Learn how to create customer personas that capture the diversity of your customer base. Identify how to leverage these personas to create design experiences that anticipate and exceed the expectations of your customers.

Navigate the world of tech and CX. Understand digital transformation and learn techniques for discerning which tech tools and tech stacks are right for your business and CX strategy.

The programme

Day 1

Introduction: The business value of creating great customer experiences

• Why great CX is a fundamental differentiator in the mind of your customer
• Understanding the benefit of leading with CX and how it can transform your business for the better

Guest speaker: Justine Jackson Fraser, Behavioural Change Specialist and founding member of Psychology @Work

• The Diamond Model & The B- Model – recognising and changing our behaviour and that of others to develop win/win solutions for clients and internal stakeholders
• The importance of EMPATHY as a key differentiator in CX

The eight key principles of CX Success

• The non-negotiables of delivering on CX

How to develop a consistent CX Framework

• The tried & tested CX methodology that will get you results
• The six CX pillars that will help you to consistently develop and improve your CX strategy
• Branding vs. Marketing – the key differences and why they matter
• Understanding CX metrics – what works, what doesn’t, and why

Round Table Discussions

Guest Speaker: Johan Steyn, “AI Powered Customer Experience: Bridging Technology and Empathy for Meaningful Impact”

In this compelling session, Johan Steyn challenges the “AI everything” mindset by advocating for a customer-first approach, stressing the importance of using common sense in tech strategies. He explores the impact of generational and cultural understanding on AI applications and presents real-life examples where excessive automation harmed customer experiences. You will learn how AI can truly enhance CX strategies, leveraging technology to maintain the human connection and drive genuine innovation.

Speaker Bio: Johan Steyn is recognised as one of Africa’s leading Artificial Intelligence thought leaders, helping major organisations like Microsoft, Salesforce, and AWS understand and implement AI technologies. A respected academic and writer, Johan has been a finalist for the IT Personality of the Year award and serves as an AI ambassador globally. His prolific contributions to major publications solidify his status as a key influencer in the AI community.

Day 2

What is Customer Journey Mapping? (Nathalie Schooling & Brendon Bairstow-Klopper)

• Identifying customer touchpoints, moments of truth, and pain points
• Understanding your clients’ expectations and emotions throughout the customer journey
• Identifying quick wins – knowing which CX improvements to prioritise

How to create customer personas

• Learn a simple and effective way to develop three types of customer personas and start the process of thinking from the outside-in

Practicum on how to develop a heartbeat map – an easy tool to get you started

Experiential exercise on how to redesign touch points for your product or service to suit your ever-evolving customer

• Putting what you’ve learnt about Journey Mapping into practice