$350 – $495

Customer Experience Design Bootcamp

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Plato Project

13 Smith Street

Fitzroy, VIC 3065


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Event description


Customer experience is now an essential part of the management toolkit. Successful organisations understand their customers and craft unique experiences to meet their needs.

In the digital economy, customers are empowered with greater knowledge, choice and power than ever before. Businesses benefit from an approach which considers the person behind the decision, the values and experiences which are driving the decision-making process, as well as the end-to-end journey that customers hold brands accountable to.

Modern leaders listen to and champion the voice of customer. They unite teams around a compelling customer experience vision, driving greater revenue through increased advocacy.

This one-day bootcamp is for managers, heads of department, business owners and marketing professionals who want to understand the foundations of customer experience, and learn how to apply CX tools and techniques to enhance customer experience in their organisation.

Participants will undertake a rapid journey through the customer experience design process, unpacking and applying journey mapping and persona development approaches to their own situation.

What you’ll learn:

  • Develop your understanding of the role of customer experience, and its intersection with your organisation’s goals;

  • Explore and practice using a suite of tools to deepen customer understanding, and in turn enhance business performance, including:

    • Developing customer personas

    • Identifying customer pain points

    • Mapping the customer journey across the customer lifecycle

    • Identifying and optimising moments that matter

  • Develop a practical skill-set to apply meaningful empathy and customer focus in your organisation.


9:30 Arrival and welcome

9:45 Session 1: Understanding your customers

  • Identifying your customer experience goals
  • Finding customer touchpoints
  • Customer persona development

10:45 Morning tea

11:00 Session 2: Customer empathy and decision-making:

  • Understanding customer empathy
  • Pain / gain point identification

12:30 Lunch

1:30 Session 3: Customer Journey Mapping & Service Design

  • Understanding the full customer lifecycle
  • Mapping customer journeys for each persona
  • Creating ‘moments that matter’
  • Optimising the customer journey
  • Arranging your organisation's resources to deliver your CX Design

3:30 Reflection

  • Recap on key points;
  • Developing a 90-day plan to bring everything to life in your organisation

4:30 Close

This workshop is run in collaboration with Plato Project's industry partner Komosion.

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Plato Project

13 Smith Street

Fitzroy, VIC 3065


View Map

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