CUSTOMER EXPERIENCE (CX)

MASTERCLASS

CAUDAN ARTS CENTRE

PORT LOUIS

3-4 August 2023

Today's leading businesses know that winning in the experience economy, understanding that their customers are the innovators of their business and that customer-centricity are key success factors to provide one brand experience across multiple touchpoint. Customer Experience (CX) can no longer be on the bottom of the priority list in the digital age. This course is designed to teach you how you can incorporate leading customer experience practices from CX trends, starting a CX program, the tools, methods, techniques and strategies to set your business up to success.

WHO SHOULD ATTEND?

Marketing and Brand Teams, Leadership Development, Innovation Teams, Administrative Staff,

Social Media Managers, Client Service Staff, Client Service Leadership Teams, Communication Specialists, Digital Marketers, C-Suites, Advertising Agencies, GMs, Head of Functions, Consultants, Content Specialists, Online Marketers, CX and UX Teams, CRM and Loyalty Teams.

COURSE OUTLINE

Experience Economy
The trends and state of CX
The art of creation starts with destruction
The Customer Experience Economy
Cracking the consumer behaviour code
The CX abyss
CX ecosystem
Channel Integration
Decoding the 5 touch points online and offline
Winning & losing customer experience journeys
Overview of a collection of data & the technology landscape
The 8 pillars of the infinity CX Strategy Framework
Innovation Interventions & Customer Observation
Persona design
Customer journey and empathy mapping
Identifying friction points & the moments of truth
Fundamentals of CX Innovation design
3 types of CX Team programs
Case studies

COURSE DIRECTOR

Carmen Murray is the CEO of CARMEN MURRAY COMMUNICATIONS,

a leading Modern Marketing Services company that applies robust approaches to help businesses

become Future Fit™.

She is the exclusive representative of The Connected Marketer™ in Africa. Murray currently serves on the Professional Body of Digital Practitioners in South Africa.

In 2019 she was recognized by Meltwater as one of the

top women in tech, Africa.

Her unique spark and personality

have made her one of the Africa’s

most sought-after speakers.

She’s spoken at over 140 events in 20 countries. Carmen is the 2019 IAB Bookmarks Black Pixel Winner (Digital).