Power up your customer experience through understanding who your customers are and what their experience truly looks like.

Learn to understand and connect with your customers on a deeper level through building your customer personas and journey maps.
Facilitated by Melissa Davies, this 3 x 2 hour module programme  (ran on Tuesday 22 October, Wednesday 30 October and Wednesday 6 November) will build your capability to retain customers and grow your business.

This workshop will equip you to:

  • Gain an in-depth understanding of who your customers are
  • Learn how to start creating customer persona’s / profiles
  • Understand how their customers interact with your brand / company across all touch points
  • Understand how to use these tools/strategies to better connect with your customers and improve your customer touch-points, processes and services

Note this is a hands-on programme will see you crafting a journey map from the point of view of real people / personas that interact with your brand, as such you will be tasked with collating customer data and insights between module 1 and module 2.

Module 1 – Introduction to Customer Journey Mapping and Persona’s (Tuesday 22 October)

  • Overview of the inter-relatedness of marketing, sales and customer experience
  • Explore consumer behaviour / trends - customers today and how they’re changing
  • Discover how leading companies use customer experience as a critical competitive advantage
  • Understand who your customers are – an introduction to persona mapping
  • Tell the story of your customers journey with your brand / business
  • Homework list – identifying data to prepare ahead of module 2

Module 2 – Create Your Customer Personas (Wednesday 30 October)

  • Persona mapping in action – in this session we will surface and document the needs and expectations of your customers, through understanding how they make their purchasing decisions

Module 3 – Map Your Customers Journey (Wednesday 6 November)

  • Touch-point mapping in action – now that we know who your customers are, we’ll explore the journey they take when interacting with your company, from awareness - to purchase - to long-term loyalty. Understanding pain points and opportunities for an effective customer experience.
  • Explore technology, tools, channels to boost customer experience– which ones to use, why and how
  • Bringing it all together


  • Understand who your customers are
  • Start creating customer persona’s / profiles
  • Develop a customer journey map and understand how your customers interact with your brand / company across all touch-points
  • Understand how to use these tools/strategies to better connect with your customers and improve your customer touch-points, processes and services


  • Get into the minds of your customers and create a customer experience that truly reflects their needs through creating persona profiles and mapping your end-to-end customer journey.


  • Anyone looking to increase their understanding of their customers and enhance their customer experience


Member: $549 + GST
Non-Member $799 + GST

Note: Attendees will need to bring along a laptop and access to their business Facebook account.

22/10/2019 1:00 PM - 6/11/2019 3:00 PM

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