Johannesburg CX Masterclass
21 & 22Sept 2022
Courtyard HotelMidrand, Johannesburg
Cape Town CX Masterclass
17 & 18May 2023
CTICC 2Cape Town City Centre
650+

businesses to date have seen tangible results thanks to our CX Masterclass.

R 6 350.00 per delegate ex vat. (includes all workshop materials, usb of slide deck, all refreshments – lunches teas/coffee, soft drinks and parking). Book 4 seats and the 5th one is on us!

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 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.

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.

View full program
Our Goals
Held over 2 days
Our Goals
Hosted in
Cape Town
(17-18 May) and Johannesburg
(21-22 Sept)
Our Goals
Strict adherence to Covid-19 Protocols
Our Goals
Book 4 seats and get the 5th one free
Our Goals
Seats are limited, so book soon!

Why attend the nlighten CX Masterclass

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What you’ll gain from the Masterclass

Full Programme

CPT, CTICC 2
17 & 18 May 2023
JHB, Courtyard hotel
21 & 22 Sept 2022
DAY 18:00 - 16:00

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 28:00 - 15:00

What’s covered

  • Guest speaker: Antonia Oakes – Executive: Customer Experience and Responsible Business Old Mutual Insure – Operationalising CX in the workplace and turning the theory into practice.
  • Nathalie and Brendon: What is Customer Journey Mapping?
  • How to create customer personas.
  • A practicum on how to develop a heartbeat map – an easy tool to get you started.
  • Experiential exercise on how to redesign touchpoints for your product or service to suit your ever-evolving customer.

Facilitators

Exclusive insights and input from the pioneers of Customer Experience in South Africa.

Past Attendees

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Book for 2022 Customer Experience Masterclass

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Improve your
customer experience.

nlightencx shares the latest CX tips, trends and articles on how to create the ultimate experience for your customers.

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