Date: 24th October 2018
Location: The Workplace, Central Manchester
Time: 8:00am - 12:30pm
Theme: Innovation, Business Strategy
We're delighted to invite you to this masterclass on 24 October 2018 which promises to be a participative and provocative session working with Giraffe Innovation* who will be drawing on their unique innovation and customer experience techniques with two key objectives in mind:
- To design an experience that your customer expect, increases conversion and builds brand loyalty;
- Improve product development by visualizing the entire customer journey and identifying the right places and times to take action.
The customer experience is the sum total of the interactions that a customer has with a company’s products, people, and processes. A surprising gap exists today between what brands believe they deliver and what customers actually experience and across channels with 81% of consumer brands say they have a holistic view of their customers. But only 37% of consumers believe their favorite retailer understands them.
Carefully, mapping, understanding and designing the desired customer experience is essential if you want to provide on-brand, high-quality, consistent experiences throughout every touch-point.
If you're looking to inject energy into your business, generate novel solutions to current problems or to learn new techniques to help you and your team be more creative - this is the masterclass for you!
Delivered in half-day sessions by industry experts, our masterclass series provides you with the necessary tools to grow your business and unlock new and better products and services, making it difficult for your competitors to match.
Look out for more in the series during 2018, covering subjects such as:
- How to use innovation to beat the competition
- Identifying and maximising your Intellectual Property
- How to gain more through tax incentives
- Supercharging your products and services
Places are limited and priority will be given to those businesses eligible for European Regional Development Fund support.
*Giraffe Innovation work with large businesses, including GlaxoSmithKline, DELL, Marks & Spencer, Waitrose, BT, Unilever, the United Nations Population Fund and many smaller companies like you.
 IBM 2015 E-Consultancy Customer Analytics Survey
|08:00||Arrival and Registration|
|08:40||The customer experience and competitive advantage – retention, acquisition and building a brand|
|09:15||Techniques for mapping the customer experience – Where to start?|
|09:45||Practical Exercise – Experience Mapping: Customer Clock™|
|10:45||Practical Exercise – Experience Mapping – New Products and Services|
|12:00||Presentation and Feedback|