Workshop. Behavioural Science for Customer Journeys

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

Make your customer the hero. Join us 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.

Online Course structure

This workshop is also offered in an online format. A 1,5-hour live session will be held once each week 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.

You will learn 

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

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.

Facilitator

Lindsey Horne

Behavioural Insights Director , TRA

With a background in neuroscience and applied behavioural science, Lindsey works across behaviour change projects with social and government clients. Her approach to behaviour change is holistic, from broader cultural and social change through to behavioural economics and nudges.

Marketing Association of New Zealand is an AMI Partner. 

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*This course qualifies for 12 CPD points under the AMI’s Certified Practicing Marketer program.