Masterclass. Behavioural Science for Customer Journeys

Make your customer the hero. Join this session to look at the drivers of human behavior, and how a greater understanding of these touchpoints, including digital experiences, can be applied to customer experience.

To design the ‘X’ in CX you need to know and understand the ‘C’!

Make your customer the hero. Join this session to look at the drivers of human behaviour, and how a greater understanding of these touchpoints, including digital experiences, can be applied to customer experience.

Who Should Attend

Those with 3-7 years’ experience who are involved in developing engaging customer experiences. Professionals who are ready to take a deep dive into the drivers of human behaviour

Topics Covered

• Challenge yourself and your thinking (the who, the what and the why)
• Explore the motivation behind ‘CX’
• Relate organisational objectives to customer behaviour
• Identify opportunities to reduce friction and enhance relationships

Learning Outcomes

• Understand the principles of applied behavioural science, and how to apply this to your organisation
• Consider the bigger picture by understanding customers journeys at a deeper level

Course Experience

A live session will be held each Thursday for 90 minutes over 2 weeks. The facilitator will present that week's topic live online with other participants. There will also be activities and resources to support your learning.

Facilitator

Carl Sarney

Head of Strategy, TRA

TRA is an insight agency that uses specialist knowledge on culture and human behaviour to help people get better outcomes from the organisations that serve them. Carl has worked in the insight industry for 20 years, spanning both Government and commercial sectors. When it comes to CX strategy, Carl likes to roll his sleeves up and get amongst the context in which the customer’s experience will actually take place.

*This course qualifies for 24 PMP points under the AMI’s Certified Practising Marketer program.