Customer Experience (CX) is no longer a buzz word, it is a necessity for brand owners. Research* shows that 71% customers use different channels to start and complete a single transaction and 8 out of 10 customers 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.

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.

You will discover practical science-based frameworks and principles to improve your CX efforts for a lasting impact. But you will not just learn about these things, you get a chance to apply the learnings on exercises, case studies and your own brand. Meaning you will leave the workshop with clear actions on how to improve your CX efforts. Not just any actions, the ones that are specific to your brand.

* Salesforce, 2019

Who should attend?

This course is designed for anyone who is involved in CX and wants to expand their skills via a new set of frameworks and principles to improve customer satisfaction and engagement.

Learning outcomes

  • Discover the science that underpins CX
  • Identify your brand’s ownable and not-ownable touchpoints
  • Apply a practical, science-based framework to assess your brands’ touchpoints
  • Determine relevant CX objectives for each touchpoint
  • Uncover potential friction points for each touchpoint
  • Pinpoint areas for improvement for each touchpoint
  • Critically review the customer journey through the science-lens
  • Identify and assess the stakeholder types for successful CX

Course Dates

Start Date Duration Location
26 Sep 2022 2d Virtual
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15 Nov 2022 2d Virtual
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24 Jan 2023 2d 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.


To speak to one of our Learning Advisors, call us on +44 (0)1628 427360 or complete the form below.

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