businesses to date have seen tangible results thanks to our CX Masterclass.
Our action-packed Customer Experience Masterclass is designed to educate, entertain, and motivate change through Customer Experience improvements. Hosted over two days for maximum learning, delegates of this specialised Customer Experience Training can enjoy an interactive, highly engaging workshop that will teach you how to retain a loyal customer base, acquire new customers, mitigate risk, dive into the basics of Customer Journey Mapping, and drive overall business growth with superior CX.
The masterclass is hosted by top global CX thought leader, Nathalie Schooling and sought-after customer experience strategist, Brendon Bairstow-Klopper, together with high-profile industry guest speakers.
Far from a dull day out of the office, a highlight of the workshop is the practical Customer Journey- Mapping (CJM) exercises which will teach you how to recognise the different touch points in your customers' interaction with your product or services. 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.
The Certificate of Competency evaluates the delegate’s ability to apply the theory into real-world scenarios within their company, focusing on finding win-win situations and being a catalyst for CX improvements.
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.
View full program
"The CX Masterclass has fundamentally shifted my perspective on CX by emphasising empathy-driven design, where understanding and addressing customer emotions and needs forms the cornerstone of every interaction, leading to more meaningful and impactful experiences"
"I enjoyed unpacking the CX Strategy Formula and revisiting the Key CX Principles. It was thought-provoking and inspired me to always keep these top-of-mind when reviewing CX and how this can work in the company to add value and purpose to how we serve our customers with a personalised experience."
"Attending the Masterclass highlighted the real need for this type of training and the value it can add to an organisation and their customers."
“I would highly recommend the nlightencx CX Masterclass. You will walk away realising how details make the difference. They deliver on what they promise. Nathalie and Brendon are both so professional and extremely inspiring. You leave the course equipped with new tools and skills to implement small changes immediately in your interaction with your clients and run sessions with your greater team to use CX as our key differentiator.”
"The CX Masterclass really changed my perspectives on customer experience in a positive and encouraging way."
"Nathalie, Brendon, and the entire nlightencx family that I engaged with during the CX Masterclass were absolutely fantastic. They are very friendly and willing to assist with any queries one might have. I would strongly recommend this course to anyone who wishes to broaden their understanding of customer experience. I believe that the knowledge and tools gained during attendance are vital to one's own personal growth and development. Thank you, nlightencx, for aiding me on my journey of customer experience and career growth."
“I believed I had an understanding of CX, but this workshop gave me so much more insight. I learned how to better educate our executive leadership on the importance of CX and the necessary investment we need to make to achieve even better results.”
“Thank you, Nathalie and Brendon. I did not know what to expect from this class and was pleasantly surprised at how interactive and interesting you made it for me. I enjoyed it very much.”
“The knowledge that was imparted by Nathalie, Brendon, and all the guest speakers was absolutely awesome and engaging. My favourite part of the course was the experiential practical. It really opens your eyes to the value of CX.”
"What stood out for me was the pace; it was not death by theory/PowerPoint. The guest speakers were amazing! The practical exercise of walking to a normal store that we all use in our personal lives helped to land the message. I walked away energised, motivated, and very aware of what to do differently to improve CX internally and for our customers."
“The presenters were next level, not only in the way they engage but the effort they put into the shopping (to provide a practical experience with uplifting content). What could have potentially been quite a boring Masterclass was one that I would gladly take two days out of my schedule to attend.”
“This CX Masterclass exceeded my expectations. I have attended many workshops, but this one is hands down the best! nlightencx really do practice what they preach.”
"The interactive way the classes were run kept things fresh and interesting. Literally walking the customer journey placed so much emphasis on why a service provider must serve a lunch that they are prepared to eat themselves. I appreciated the clear distinction between NPS and CX and why CX over NPS. This was a real eye-opener, and the fact that this was done without dissing NPS made CX memorable."
“I have learnt so much from this CX Masterclass. It shows you immediately where improvement is needed in all areas of the business. It really taught me to look at our service from an outside-in approach to really see how customers are perceiving us and the experience they get when dealing with you. Every decision made needs to be done with the client first mentality.”
“This Masterclass was a great day out of the office. Well organised with a good mix of thought-provoking content, networking, industry professional guest speakers & group activities. I personally left with some nlightening concepts to chew on. Thank you.”
“I always knew that there was a lot more to Customer experience, but the level of detail that was presented in this class, and then put into context was amazing. The best of all is at the end of the two-day conference, I did some reflecting on our customer's very first interaction with us to the very last - it is quite interesting to see how it all comes together.”
“I've gained 'language' and affirmation for issues that I've felt that we need to address as an organisation. A day well spent.”
"The CX Masterclass stands out for its ability to provide fresh perspectives on Customer Experience (CX), offering innovative strategies and tools that can be applied to enhance customer engagement and satisfaction. It's also valuable for personal growth, helping individuals to develop a more customer-centric mindset."
“A great masterclass – reignited my passion for CX.”
“I am not a CX specialist but after the day I had a very clear understanding of CX, its importance and how to apply the Customer Journey mapping process at work - I think it is going to assist us a lot.”
“You will feel lost in CX if you don’t attend this Masterclass.”
“The class was very engaging, and I loved the speakers. I also learned a lot about journey mapping.”
"The CX Masterclass definitely provided a deeper understanding and reshaped the manner in which I view CX now. It gave me great insights in the small changes that can be implemented and the great rewards that come with it. Thank you Nathalie and Brendon for your energy, humor, insights and wealth of knowledge that you shared with me. You were awesome."
“Great content! I loved the framework on how to build a CX strategy as well as the 8 key principles. I enjoyed the practical element of the heartbeat mapping and the practical perspectives provided all round by the different guest speakers.”
“I knew that CX played a role but this class gave me the clarity and understanding of why CX is the key ingredient in a successful customer offer. I left equipped with an immense amount of new concepts and ideas”
“Content was innovative and relevant. Presenters were on their game. Guest speakers were well polished and the content relevant and insightful.”
“I thoroughly enjoyed putting what we learnt into practice, seeing and experiencing the journey from a customer's perspective.”
“The knowledge that was imparted by Nathalie, Brendon, and all the guest speakers was absolutely awesome and engaging. My favourite part of the course was the experiential practical. It really opens your eyes to the value of CX.”
“Thank you, Nathalie and Brendon. I did not know what to expect from this class and was pleasantly surprised at how interactive and interesting you made it for me. I enjoyed it very much.”
"A wonderful session led by two very knowledgeable people, for someone who has a hard time sitting still I was enthralled for the full two days, and left feeling invigorated and optimistic, and ready to embark on a very important CX journey."
We cut through the industry jargon and CX buzzwords, by simplifying what it means to be adopting and implementing the latest in Customer Experience solutions.
Find out how to break down silo mentalities, which pose a serious threat to company success. 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 consistently deliver great service.
Find out how to work smart and create seamless customer experiences that meet ever-evolving expectations.
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.
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.
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.
Understand digital transformation and learn techniques for discerning which tech tools and tech stacks are right for your business and CX strategy.
Exclusive insights and input from the pioneers of Customer Experience in South Africa.
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 nlightencx 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 has more than 18 years experience across a number of customer service fields. His vast and diverse cross-sector background affords him an in-depth understanding of the expectations of clients and consumers.
Brendon's strong strategic abilities and keen business insights give him the ability to convert theoretical knowledge into practical execution with successful outcomes. With a laser-focus on the interventions needed to improve upon a customer experience, Brendon’s sought-after expertise has successfully been translated into actionable strategies for various global clients.
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 behavioural 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 develop win-win behavioural solutions for both clients and internal stakeholders.
Johan Steyn is renowned as “Africa’s foremost Artificial Intelligence thought leader.” An accomplished writer, speaker, and teacher, he assists organisations with AI technology implementation. With consulting experience at Accenture and PwC, Johan was named Best AI & Robotics Management Consultant in 2019 by the UK's Wealth & Finance magazine. He holds esteemed roles as a Global AI Ambassador for Swiss Cognitive, a Research Fellow at Stellenbosch University, and an Adjunct Professor at Woxsen University, in India. Recognised as a finalist for the 2022 IT Personality of the Year Award, Johan is a notable figure in AI circles. Johan contributes to prominent publications like Reuters and Business Day and is a Facilitator & Course Designer at the Graduate School of Business, University of Cape Town. As an Expert Collaborator with the African Academy of Artificial Intelligence, he advocates for Responsible AI & Ethics. Recently, Samsung appointed him as a brand ambassador for their Galaxy AI range. He is actively involved in developing a national AI strategy with the National Advisory Council on Innovation and appears as an expert on outlets like BusinessDay TV and Cape Talk, cementing his position as a leading voice in AI.
Includes all workshop materials, all refreshments – lunches teas/coffee, soft drinks, parking and a certificate of completion.
PRICE INCLUDES a copy of “Eat your own lunch”
R6500 ex vat per delegate
Upon completion of the CX Masterclass an additional Certificate of Competency further examines and builds upon the knowledge and skills that delegates have obtained through the CX Masterclass. The evaluation requires Masterclass delegates to apply these learnings into key areas of their organisation to address CX issues they are currently facing and strategize a way forward.
The Certificate of Competency is a correspondence evaluation assignment that involves delegates demonstrating a clear understanding and competence of the role of CX within their organisation and sector, as well as competence in creating and understanding Customer Journey Maps, CJM Life Stages, and their implementation within the business.
The aim of the Certificate of Competency is to evaluate the delegate’s ability to apply the theory into real-world scenarios within their company, focusing on finding win-win situations and being a catalyst for CX improvements.