Customer Experience Masterclass
Stay ahead of your competitors with the number one business differentiator -a superior customer experience.
Choose a city and book your seats today:
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 a dull day 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 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.
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
“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've gained 'language' and affirmation for issues that I've felt that we need to address as an organisation. A day well spent.”
“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 fact that people from across a number of industries attended allowed for good constructive conversation. The heartbeat journey mapping allowed me to re-think a lot of how we tackle CX from a contact centre perspective.”
“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.”
We cut through the industry jargon and CX buzzwords, by simplifying what it means to be adopting and implementing the latest in CX 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.
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.
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.
Herman is CEO of Future Advisory, a global digital transformation, and start-up acceleration firm. Former CDO 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 and his 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.