Customer Experience Innovation Workshop 4: Map the customer journey

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Newstead Studios

22 Ross Street

Newstead, QLD 4006


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Refund Policy

Refund Policy

Refunds up to 7 days before event

Event description


Be the navigator your organisation needs to map the customer journey.

This 3 hour workshop + 60 minute one to one mentoring session is part of the series: CUSTOMER EXPERIENCE INNOVATION. You are welcome to join into any session.

The program is lead by Dr Robert Dew, author of Customer Experience Innovation: How to get a lasting market edge. Rob has trained MBA students at 8 universities globally. Having worked with organisations including Seek, Super Retail Group, Janssen Pharmaceutical, the National Skin Cancer Centres, and BankWest he is considered an expert in CX innovation.

Held in the beautiful Newstead Studios, the small group training will get you in the room with like-minded professionals who want to help their organisations reach the next level. The mentoring session will help you apply what you have learned to your business.

By the end of the workshop and mentoring session, you will know how to create and use customer journey maps.

In this 3 hour workshop, you will learn:

  • What is a customer journey

  • What common stages comprise a customer journey

  • How to map the customer journey

  • How to identify touch points, pain points and moments of truth

  • Using a journey map as a communication tool

Your 60 minute one to one mentoring session (by phone or over Zoom or Skype) will be scheduled to occur one week after the workshop. This is where you really apply the training to your organisation.

In an increasingly networked world, shared customer experiences (CX) are becoming more important than marketing push communications. Organisations that invest in successful Customer eXperience (CX) innovation stand out from the crowd. Offering remarkable CX creates loyal customers who happily pay more for products and services, and then refer other customers for free. There are three key competencies required to leverage superior CX for results – research, design and execution. This course provides you with the skills to excel in all three areas. The mentoring component will super-charge your on the job performance.

The CUSTOMER EXPERIENCE INNOVATION program will develop your ability to investigate customer motivations and behaviours, understand human centred design and implement an agile execution approach for new CX initiatives. Building on proven frameworks, this applied course is designed for working managers with a mandate to drive CX innovation for real results. The content is meaningful for businesses of any size.

The program runs over six sessions from 10 May - 2 August. You are welcome to join at any time.

Search Eventbrite for the following sessions:

Workshop 1: Find your CX edge

Friday 10 May, 9:30 - 12:30

Workshop 2: Research your customer

Friday 24 May, 9:30 - 12:30

Workshop 3: Seek deep customer insights

Friday 7 June, 9:30 - 12:30

Workshop 4: Map the customer journey

Friday 5 July, 9:30 - 12:30

Workshop 5: Design CX innovations

Friday 19 July, 9:30 - 12:30

Workshop 6: Implement your CX innovations

Friday 2 August, 9:30 - 12:30


Can I get a discount for all of the sessions?

You get a 10% discount if you book and prepay for all of the sessions. Please email Sarah at sarah@coriolisinnovation.com.

When is the mentoring session?

The 60 minute mentoring session is scheduled one week after the training. It is conducted over phone, skype or zoom. We will do our best to fit in with your diary. We will contact you to schedule your mentoring session after booking confirmation.

Am I eligible to attend?

Attendees are assumed to have management experience and be currently operating in a role where creating changes to customer interactions has the potential to impact their role and organisation. Previous education should include an undergraduate degree in business, management, psychology, marketing, research or project management, or its equivalent in work experience.

How can I contact the organiser with any questions?

We would love to hear from you. Please email Sarah at sarah@coriolisinnovation.com

You can also reach us by phone: 07 3105 5913

For more information on Coriolis Innovation, go to http://coriolisinnovation.com/

What's the refund policy?

We will refund up to 7 days prior to the event. Otherwise we will transfer your booking to a later event. You are welcome to get in touch if you have a problem attending.

Do I have to bring my printed ticket to the event?

No, you don't need to print your ticket.

Can I update my registration information?

Yes, you can do this through your Eventbrite booking, or by emailing us at sarah@coriolisinnovation.com

Is my registration fee or ticket transferrable?

Yes, you are welcome to transfer your ticket.

Is it ok if the name on my ticket or registration doesn't match the person who attends?

Yes. However, please make sure you have an email that transfers the ticket over to you.

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Date and Time


Newstead Studios

22 Ross Street

Newstead, QLD 4006


View Map

Refund Policy

Refunds up to 7 days before event

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