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Customer Experience (CX) is no longer a buzz word, it is a necessity for brand owners. Customers use different channels to start and complete a single transaction and expect consistent interactions from brand owners. It is the task of CX to stay on top of this and other challenges to deliver a seamless experience across all touchpoints.

To deliver CX that increases satisfaction and removes barriers of engagement, we need to understand the science behind how our customers make decisions and interact with our brands. This course is highly interactive with the latest tools and techniques from brain, behavioural and marketing science.

In the hands-on workshop, you will learn and work through a simple 6-step framework for managing touchpoints. In each step you will discover practical templates and principles to improve your CX efforts for a lasting impact. The workshop follows an iterative process, meaning you will have specific and clear actions across key touchpoints for your brand at the end of the workshop.

Who should attend?

This course is designed for anyone who is involved in CX and wants to improve customer satisfaction and engagement across touchpoints.

Learning outcomes

  • Using brain science to deliver successful CX across touchpoints
  • Apply a practical 6-step CX framework
  • Identify your brand’s most critical touchpoints
  • Looking beyond ownable touchpoints
  • Determining relevant CX objectives
  • Uncovering and removing potential friction points
  • Identify areas for improving CX
  • Delivering a consistent CX experience
  • Metrics for tracking touchpoint performance

Course Dates

Start Date Duration Location
05 Dec 2023 1d Virtual
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Course Director

Max Stricker

Max’s consultancy focuses on brain, behavioural and marketing science to improve customer acquisition costs for his clients – helping them sell more to more people at lower cost. He specialises on growth strategy, branding, and comms effectiveness across a variety of sectors. He’s an expert on Distinctive Brand Assets and has worked with clients in Europe, North America and Asia to improve the distinctiveness and standout of their branding, packaging, POS material and communication. Max also helps clients increase the effectiveness of communications across all channels via a science-based framework. In the last 4 years, he has led bespoke client workshops/trainings for >1500 people globally.

Virtual delivery

Our virtual delivery format is designed to deliver engaging and interactive experience using short bursts of content delivery, group breakouts, interactive polls, multimedia case histories and how-to-do workshops.


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