CX Masterclass Workshop 2020

10 & 11 March 2022 Cape Town


17th & 18th August Johannesburg

R 6 350.00 per delegate (excl. VAT)

Book 4 seats and the 5th one is on us!

Includes refreshments, parking and workshop material

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Why nlighten CX Masterclass

Leap ahead with our CX Masterclass

Our action-packed CX Masterclass is designed to give you the CX edge needed to beat out your competitors. Hosted over two days, delegates can enjoy an interactive, highly engaging workshop that will teach you how to retain a loyal customer base, acquire new customers, mitigate risk and drive overall business growth with superior CX. 

Hosted by top global CX thought leader, Nathalie Schooling and sought-after customer experience strategist, Brendon Bairstow-Klopper, this class will give you exclusive insight into our 6-step fail-proof CX framework and upskill you in the latest CX tools, techniques, and trends. 

Far from  two dull days out of the office, a highlight of the workshop is the practical journey-mapping exercises which will teach you how to recognise the different touch points in your customers’ interaction with your product or service. There are often hundreds of touchpoints involved in your customer’s journey, and we promise many ‘aha’ moments as you identify touch points you have never before considered. 

A worthy investment, this masterclass is a guaranteed game-changer for any business!

To reap the most benefit, sending a cross-functional team will ensure everyone is on the same CX page. 

See the full programme below to also include our guest-speaker line-up. 

Held over 2 days

Cape Town

10 & 11 March 2022

Venue : CTICC 2

Limited places available
Book four seats & the fifth one is free!

Strict adherence to Covid-19 Protocols

click for safety protocols


17 & 18 August 2022

Venue : Courtyard Hotel, Waterfall City

Limited places available
Book four seats & the fifth one is free!

Strict adherence to Covid-19 Protocols

click for safety protocols

Full programme:

Day One

Thursday, 10 March – 08h30 – 16h00

What’s covered:

  • Introduction to the value of creating great customer experiences
  • Guest speaker: Justine Jackson-Fraser – Behaviour Change Specialist (the importance of empathy as a key differentiator in CX).
  • Nathalie and Brendon: How to develop a consistent CX Framework.
  • Guest speaker: Jonathan Ayache – Chief Executive Officer at Lift (Q&A session on creating a competitive advantage with a well thought-out CX strategy).
  • Guest speaker: Professor Herman Singh – (What it truly means to successfully digitally transform your CX).

Day Two

Friday, 11 March – 08h30 – 16h00

What’s covered:

  • Guest speaker: Antonia Oakes – (operationalising CX in the workplace and turning theory into practice).
  • Nathalie and Brendon: Customer Journey Mapping, creating personas, and a practicum on how to develop a heartbeat map (an easy tool to get you started).
  • How to redesign touch points for your product or service to suit your ever-evolving customer.

Why CX Strategy And Operationalisation Matters

By and large, CX leaders consistently achieve their business goals and outperform their competitors.

Econsultancy 2019 Digital Trends Report

Experts have long anticipated that by 2020, CX would become the defining element of competitive advantage strategies for businesses.

2013 and 2019 Walker Reports

In a recent survey of business leaders in South Africa, most executives scored under 65% in their self-assessed ability to articulate value and operationalise better customer experiences.

2019 Survey, nlighten

While customer experience is widely recognised as crucial for commercial success…organizations are struggling to translate this conceptual understanding into an operational reality.

Econsultancy 2019 Digital Trends Report

Leap ahead of the CX curve

Build your business brand, win the loyalty of customers and enhance organisational performance through best practice methods and tools for designing and operationalising customer experience strategies.

What Participants Will Gain

Get up-to-date on latest trends in the world of CX. Learn innovative techniques, best practices and emerging trends in developing and implementing customer experience strategies from renowned CX experts and practitioners.

Discover the CX Formula to success. Find out how good CX gives your business a measurable edge in the increasingly competitive business environment of today.

Understand how to successfully operationalise CX across all touchpoints. Discover why implementing integrated technology stacks has become a key component for ensuring CX quality and consistency. Find out how to create seamless customer experiences that meet ever-evolving expectations of personalisation and value.

Understand how silo mentalities pose a serious operational threat to the success of CX strategies and how to break down these traditional barriers by focusing on your customer’s journey. Also, learn why good employee experience (EX) is key to good customer experience (CX), and how you can motivate your team to commit to your CX agenda and deliver great service consistently.

Learn the ins and outs of customer journey mapping. Learn how to see your business from your customers’ perspectives and how to use this understanding to create customer experiences that nurture and reward loyalty.

Learn the service design principles that will ensure the goals, vision and unique brand of your business are reflected in customer experiences. Understand how to align service design and customer experience to achieve a holistic experience design.

Understand how to create customer personas that capture the diversity of your customer base and how to use the personas you create to design experiences that anticipate the needs and expectations of customers.

Find out the latest technological tools for implementing CX strategy and how the emergence of new tech is fast disrupting how the CX game is played. Learn techniques for discerning which tech tools and tech stacks are right for your business and CX strategy.

Your facilitators: Learn from the pioneers of Customer Experience in SA

Nathalie Schooling
(Lead Facilitator)

Nathalie is an experienced customer service strategist, trainer, and improvement specialist with more than 25 years experience in the customer service and experience industry. She founded nlighten in 2005, which she has grown into a multiple award-winning customer experience company, recognised as one of South Africa’s leading CX enterprises.

Her extensive experience in the South African corporate environment translates into a unique understanding of the challenges facing modern businesses. In 2020, Nathalie was recognized as a top 150 global thought leader by the International Customer Experience Management Platform, Survey Sensum. In 2021, she was selected one of the top Global CX influencers to follow by the international publication, The Awards Magazine,  and was also featured in the CX Hall of Fame.

Brendon Bairstow-Klopper
(Lead Facilitator)

Brendon is an experienced customer service expert. Over the years, he has become a strategic training partner for various global clients. Through their work at nlighten, Brendon and Nathalie have successfully elevated South Africa’s CX industry to new heights.

With his breadth of experience, Brendon understands how to uncover insights into customer and client expectations and how organisations can translate these insights into strategies that produce results. Brendon’s expertise as a CX practitioner and change facilitator make him an invaluable contributor to the nlighten CX Workshops.

Professor Herman Singh (Guest Speaker)

Herman is CEO of Future Advisory, a global digital transformation, and start-up
acceleration firm. Former CO of the MTN group, he was also deputy chairman of
Jumia, Africa’s first unicorn. Other professional career stops include MD experience at both Siemens and Reunert, as well as digital executive for Vodacom and similarly at
Standard bank, where he spent 12 years.
He has co-authored the bestselling Operations Management book in the region andhis new Book titled Di-volution is available on Amazon. All this while being an Associate Professor at GSB at UCT and UJ. He is also adjunct faculty at Duke Business School and the Centre for Creative Leadership, both in North Carolina. Through the
lens of his vast background, Herman will share the latest insights on what it truly means to successfully digitally transform your CX.

Jonathan Ayache(Guest Speaker)

Seasoned operations leader & tech enthusiast with over 10 years experience in Africa
and abroad, Jonathan is the co-founder and CEO of LIFT – South Africa’s newest airline. He got his start at a data-driven research and analysis consultancy, followed by
joining Uber in 2013 to become one of their first employees in Africa. There he had the privilege of working with some of the smartest people in the world to build and scale the Uber business on the African continent – taking it from hundreds of trips in
two cities to millions of trips in 15 cities across 7 countries. Delegates will have the chance to hear from Jonathan about his approach to creating a competitive customer
experience in a Q&A session.

Justine Jackson Fraser (Guest Speaker)

Justine is the founding member of Psychology at work, a specialised consulting firm
that assists individuals, teams, and organisations shift their behaviour. She uses
psychological assessments and cognitive behavioral interventions to fix, develop and restructure teams. She is well regarded for her strength in conflict resolution and
assisting teams with a way forward. Justine will be speaking on her method of recognising (and changing) the behaviour of ourselves and others for the better. She will walk delegates through what she calls the B- model and The Diamond Series of assessments and interventions – teaching how this approach can be used to developwin-win behavioral solutions for both clients and internal stakeholders

Antonia Oakes (Guest Speaker)

Elected the Chair of the SAIA ombudsman in 2021 for short-term insurance committee and voted 2020’s 1 of 6 best Global Customer Experience Leaders across 24 countries, Antonia has been designing and implementing CX strategies for over 18 years in the financial services sector. With an impressive list of academic and business qualifications under her belt, she has worked for corporates such as ABSA Home Loans & Standard Insurance Limited. Antonia forms part of the CXSA (Customer Experience for SA) Leadership Council and also performs the role of Deputy Chair for the Old Mutual Insure Woman’s Network.  A CX influencer in her own right, she will shed light on operational hurdles to CX success, such as silo mentality, and turn theory into practice with proven examples.

Moments from previous Customer Experience Masterclasses

Some companies that have attended our Customer Experience Masterclass in 2019

CX Masterclass 2019 Delegates

Event costs and details

Cape Town Masterclass 2022

Location/Venue: CTICC 2

Investment: R6 350 per delegate (excl. VAT)
(Refreshments, parking, and workshop material included.)

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