Cape Town CX Masterclass
6 & 7August 2024
CTICC 2
Johannesburg CX Masterclass
15 & 16Oct 2024
Courtyard Hotel
850+

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

Leap ahead with 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.


Become your company's catalyst for Client Experience evolution with nlightencx's Certificate of Competency!

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.

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
Masterclass Highlight
Held over 2 days
Masterclass Highlight
Hosted in CPT
(6-7 August 2024) & JHB
(15-16 October 2024)
Masterclass Highlight
Book 4 seats and get the 5th one free
Masterclass Highlight
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
6 & 7 August 2024
JHB, Courtyard Hotel
15 & 16 Oct 2024
DAY 18:00 - 16:00

What’s covered

Introduction: The business value of creating great customer experiences (Nathalie Schooling & Brendon Bairstow-Klopper)

  • Why great CX is a fundamental differentiator in the mind of your customer.
  • Understanding the benefit of leading with CX and how it can transform your business for the better.

Guest speaker: Justine Jackson-Fraser –Behavioural Change Specialist and Founding member of Psychology @Work

  • The Diamond Model & The B- Model – recognising (and changing) our behaviour and that of others to develop win/win solutions for both clients and internal stakeholders
  • The importance of EMPATHY as a key differentiator in CX

The eight key principles of CX Success (Nathalie Schooling)

  • The non-negotiables of delivering on CX

How to develop a consistent CX Framework (Nathalie Schooling & Brendon Bairstow-Klopper)

  • The tried & tested CX methodology that will get you results
  • The six CX pillars that will help you to consistently develop and improve your CX strategy
  • Branding vs. Marketing – the key differences and why they matter
  • Understanding CX metrics – what works, what doesn’t, and why

Round Table Discussions

Guest Speaker: Anton Musgrave: Internationally renowned Business Strategist and Futurist

  • AI : CX  friend or foe? Everyone’s talking about AI! Some love it and think it’s the panacea to everything. Many fear its impact in the workplace and elsewhere. There are many myths, many grey areas and many dangers. However, there are also many opportunities.Anton will take us on an exciting and illuminating journey of discovery down the alleys of Artificial Intelligence.

    We will conclude with insights on its impact in the domain of our collective passion – Customer and Client Experiences! Buckle up and enjoy this fascinating keynote.

DAY 28:00 - 16:00

What’s covered

What is Customer Journey Mapping (Nathalie Schooling & Brendon Bairstow-Klopper)

  • Identifying customer touchpoints, moments of truth, and pain points
  • Understanding your clients’ expectations and emotions throughout the customer journey
  • Identifying quick wins – knowing which CX improvements to prioritise

How to create customer personas

  • Learn a simple and effective way to develop three types of customer personas and start the process of thinking from the outside-in

A practicum on how to develop a heartbeat map – an easy tool to get you started

Experiential exercise on how to redesign touch points for your product or service to suit your ever-evolving customer

  • Putting what you’ve learnt about Journey Mapping into practice

Guest Speaker: Robin Banks: International Motivational Speaker

  • Find out how you can be “Outstanding in your leadership and influence change without a title” whilst you deepen your relationships to lead from a space of empowerment.

Facilitators

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

Past Attendees

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Pricing & Special Offers Scroll to book

Book for the Customer Experience Masterclass

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