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Full Day | Max. 15 Participants
Workshop Outcomes
- Develop a Customer Centric Mindset
- Mapping and analysing customer journeys to identify friction points, eco-system interdependencies, decision making behaviours and opportunities
- Understand and apply emotional intelligence in practice, including the key touch points that influence good CX design
- Reimagine, challenge and adapt ways of working that enhance customer engagement through visioning, prototyping and storytelling
- Test and iterate customer experience improvements using real world case studies
- Strategy alignment and measuring success
Topics Covered
- Systems Thinking
- Customer Maturity Map Modelling
- Integrating UX Design Principles
- The Power of Moments
- Emotional Intelligence
- Peak-End Rule (Reciprocity)
- Value Proposition Alignment
Location
- Willing to work remote
- Willing to work interstate
- Willing to work internationally
How can this workshop be delivered?
- Face to face
Overview
Creating memorable, high impact customer experiences requires a deeper awareness of the science (and art) of emotional intelligence, analysing customer behavioural patterns and human-centred design.
This interactive workshop equips customer service professionals with the knowledge, tools and techniques to design meaningful and differentiated client experiences that enhance trust, increase brand loyalty and improve client retention.
Workshop Outcomes
- Develop a Customer Centric Mindset
- Mapping and analysing customer journeys to identify friction points, eco-system interdependencies, decision making behaviours and opportunities
- Understand and apply emotional intelligence in practice, including the key touch points that influence good CX design
- Reimagine, challenge and adapt ways of working that enhance customer engagement through visioning, prototyping and storytelling
- Test and iterate customer experience improvements using real world case studies
- Strategy alignment and measuring success
Topics Covered
- Systems Thinking
- Customer Maturity Map Modelling
- Integrating UX Design Principles
- The Power of Moments
- Emotional Intelligence
- Peak-End Rule (Reciprocity)
- Value Proposition Alignment
Who is this workshop for
Intact teams or project teams that are looking to educate and enhance the (internal or external) customer experience.
Handouts/materials provided
All materials and handouts will be provided.
What to bring
Curiosity and a Growth Mindset
Facilitator
About the facilitator
Leesa is a highly sought after Consultant and Executive Coach, specialising in Strategy, Planning, Leadership Development, and Business Advisory Services.
With over thirty years business experience working across multi-dimensional roles and industries, Leesa partners with organisations and executives helping them to navigate uncertainty and complexity through the power of Design Thinking.
Whether she is working 1:1 or with a Seasoned Executive Team, she has facilitated transformational learning outcomes that have helped her clients unlock innovative ideas, achieve peak performance, and build new skills. Her goal is to help leaders step confidently into the world of 21st Century Business Challenges with a sense of agency and purpose.
Leesa's deep experience, market intelligence, and diverse expertise empowers leaders to reflect deeply and challenge the status quo. From there, she works with her clients to co-create strategies and ways of working that address both current and future business challenges. Her work integrates evidence-based leadership and decision-making models such as Theory U, the Cynefin Model and the best of Positive Psychology Practice.
Leveraging her unique Polymath mindset, gives her a distinct ability to think broadly and creatively. She leads with curiosity, critical thinking and manages to blend the traditional with innovative practices such as art, experiential learning and storytelling. Ultimately this leads to fresh insights, stronger stakeholder relationships and an overall positive impact on business outcomes.
Her signature program - "Leading through Complexity" is designed to equip leaders with the tools, insights and learning experiences that truly transform the way leaders think and embody their role as a leader, learning to navigate and succeed in a VUCA world.
Key Expertise
- Strategy and Planning
- 21st Century Leadership Skills
- Design Thinking
- Business Advisory
- Executive Coaching
- Talent and Workforce Strategy
- Organisational Development
- Career Transition
- Career Reimagination
- Change and Transformation
- Leadership Circle Certified
- Hogan 360 Certified
- DiSC Certified
- Psychological Safety Certified
- Mental Health First Aid Certified
Industry Focus
- STEMM Sector
- Creatives
- Government
Based in:
About the facilitator
Leesa is a highly sought after Consultant and Executive Coach, specialising in Strategy, Planning, Leadership Development, and Business Advisory Services.
With over thirty years business experience working across multi-dimensional roles and industries, Leesa partners with organisations and executives helping them to navigate uncertainty and complexity through the power of Design Thinking.
Whether she is working 1:1 or with a Seasoned Executive Team, she has facilitated transformational learning outcomes that have helped her clients unlock innovative ideas, achieve peak performance, and build new skills. Her goal is to help leaders step confidently into the world of 21st Century Business Challenges with a sense of agency and purpose.
Leesa's deep experience, market intelligence, and diverse expertise empowers leaders to reflect deeply and challenge the status quo. From there, she works with her clients to co-create strategies and ways of working that address both current and future business challenges. Her work integrates evidence-based leadership and decision-making models such as Theory U, the Cynefin Model and the best of Positive Psychology Practice.
Leveraging her unique Polymath mindset, gives her a distinct ability to think broadly and creatively. She leads with curiosity, critical thinking and manages to blend the traditional with innovative practices such as art, experiential learning and storytelling. Ultimately this leads to fresh insights, stronger stakeholder relationships and an overall positive impact on business outcomes.
Her signature program - "Leading through Complexity" is designed to equip leaders with the tools, insights and learning experiences that truly transform the way leaders think and embody their role as a leader, learning to navigate and succeed in a VUCA world.
Key Expertise
- Strategy and Planning
- 21st Century Leadership Skills
- Design Thinking
- Business Advisory
- Executive Coaching
- Talent and Workforce Strategy
- Organisational Development
- Career Transition
- Career Reimagination
- Change and Transformation
- Leadership Circle Certified
- Hogan 360 Certified
- DiSC Certified
- Psychological Safety Certified
- Mental Health First Aid Certified
Industry Focus
- STEMM Sector
- Creatives
- Government
Based in:
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