There has never been a more important time to activate or accelerate your customer program. Customers have changed. Backstage Mapping helps us apply insights from customer journey mapping across the organisation to see how our internal practices influence customer experience and outcomes. This 90 min workshop shows you the critical steps and considerations for your customer program.

In this online workshop we will cover:

• Given context to customer insights
• Backstage maps for CX & product development
• Backstage maps for service design
• Designing a backstage map

THIS IS MODULE 4 OF THE CX & INNOVATION MASTERCLASS COURSE . YOU CAN ATTEND INDIVIDUAL MODULES OR THE FULL COURSE.

(see our event listing for the full course)

COST

SPECIAL INTRODUCTORY PRICING

Single modules $77 ea (inc GST)

Full Course is $440 (inc GST)

Customer program delivery support services (including mentorship, research, customer strategy and advisory) available.

YOUR FACILITATOR

Robynne Berg MBus (Mktg), MAICD, CPM is an internationally qualified customer experience and innovation consultant and an authority on customer-centric innovation. She has over 20 years experience working in customer strategy, customer experience, design thinking and innovation.

She is the principle at innovation consultancy thinkplayact a company driven by the belief that innovation and growth are ignited by bringing people, customers and ideas together in the spirit of co-creation.

Robynne has worked with organisations including: Deutsche Telekom (Germany), UBS, Deakin University, HESTA, Honda, Government of Victoria to deliver customer transformation programs.

Robynne is a qualified Blue Ocean Strategy® practitioner and a part of an international network of consultants, academics and government office.

THIS IS MODULE 4 OF THE CX & INNOVATION MASTERCLASS COURSE

(see our event listing for the full course)

The course includes:

• 6 x highly interactive and engaging online workshops (one per week)
• 4 x deep dive sessions
• Handbook of activities & other useful resources
• Templates of all key tools
• Access to past workshop recordings
• Live Q&A sessions