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: Foundations of exceptional customer experience

Welcome & Orientation

Ease into the day with a warm welcome and networking opportunities over refreshments.

Setting the Scene

Explore the true value of customer experience as Nathalie and Brendon set the stage with an energising introduction that unpacks why CX is the critical differentiator for modern organisations.

The Empathy Advantage (EI)

Dive into a powerful keynote by Behaviour Change Specialist, Justine Jackson-Fraser, as she unpacks empathys role in creating human-centred experiences that resonate and retain.

CX Strategy Framework The How-To (Part I & II)

Guided by Nathalie and Brendon, gain practical tools to craft a CX strategy that aligns with your business objectives and drives lasting impact.

Human + Tech = Future CX

AI Strategist Johan Steyn helps delegates explore how to embrace AI in CX without losing the human touch. Learn how to integrate data, empathy, and tech to future-proof your customer strategy.

Interactive Q&A and Close

Wrap up with a lively discussion, ensuring insights are contextualized for immediate take-home value

Day 2: Experience design and transformation

Morning Reflections

Start the day by reconnecting as a group to reflect on key takeaways from Day 1 and how they resonate with your CX goals.

Round Table Discussions: Solving CX Challenges Together

Connect in focused peer-to-peer dialogues to unpack real-world challenges and share best practices. Discussion themes include:

• Rethinking complaint handling for loyalty-building
• Designing for emotional impact, not just satisfaction
• Aligning digital and in-person experiences
• These interactive conversations spark collaboration, idea exchange, and actionable inspiration from your industry peers

Customer Journey Mapping

Learn how to visualize the end-to-end customer journey with guidance from Nathalie and Brendon. Understand how to surface gaps and redesign critical moments that influence loyalty and retention.

Heartbeat Mapping Bringing Emotion into CX

A hands-on session that helps you chart emotional highs and lows across the customer experience, unlocking insight into what drives delight or disappointment.

Off-site Immersive Exercise

Shift perspective with an experiential learning session designed to simulate the customers point of view, revealing blind spots and inspiring empathetic service design.

Customer Experience Redesign Workshop

Using insights from both days, Nathalie and Brendon lead a practical workshop to reimagine a key part of your customer journey and lay the groundwork for immediate implementation.

Wrap-up & Action Planning

Close the Masterclass by consolidating key lessons into a practical CX action plan tailored to your organizations next steps.