Presentation
proposal1.

Time required: 40 - 50 minutes
ABSTRACT:

In this presentation, we will critically look at the current trends in customer behavior and interaction and evaluate how this will change the experiences that customers will demand from brands in the future.

We will look at how customers are interacting with various media, products and channels and how that interaction will change their expectations of brand experiences in future.

We will speculate about the following questions:
What does the trends mean for how your brand communicates with consumers?
What are their expectations going to be around your brand’s feedback and the speed of feedback?
What skills will your brand ambassadors need in future to engage with the consumer of the future?

We will take the various trends and try that onto your business and explore what it will demand from you with regards to your products, processes and technology and people.
Join me in leaning forward into the customer experience consumers will demand in future!


AUDIENCE TAKE AWAYS:
  • Presentation Slide Deck on slide share & narrated version on Youtube
  • PDF Presentation
  • Worksheet: Trends & what it means for my brand
  • Worksheet: Actions to future proof my brand experience

Presentation
proposal2.

Time required: 40 - 50 minutes
ABSTRACT:

In this presentation we will explore the trends that are shaping the world of work and affecting the levels of engagement of service professionals.

We will look at the essential skills that both leaders and service professionals will need to make your brand desired in future.

We will explore the various parts of the customer experience eco system that needs to function in harmony in order to deliver a remarkable customer experience for customers and create a purposeful mission for brand warriors.

We will explore design thinking and in specific, real-time customer experience design and the potential it has for making your customer’s experience delight at every interaction with your brand.

This presentation will provide you with insights and perspectives on increasing purpose, passion and as a result increase overall organizational performance for your brand.


AUDIENCE TAKE AWAYS:
  • Presentation Slide Deck on slide share & narrated version on Youtube
  • PDF Presentation
  • Worksheet: The Happiness Matters – brand warrior model
  • Worksheet: My insights and actions to create brand warriors in my team

Workshop/
Master class
proposal3.

Time required: 90 - 120 minutes
ABSTRACT:

This master class will take you through a journey mapping boot camp in 90 minutes where you will have the opportunity to map and redesign parts of your customer journey with the aim to innovate and differentiate.

You will experience a short version of the BrandLove Customer Journey Design course certified by the CXPA.

You will develop a customer persona and then map a story for that persona to evoke loyalty-building emotions, look for low effort opportunities to shorten the journey and fill the white space with value adding interactions. You will have the opportunity to experience the Lego Serious Play method applied to Customer Journey Mapping.

You will take your own individualized journey map away from the session with practical ideas and innovation that you unearthed in the session.


AUDIENCE TAKE AWAYS:
  • Presentation Slide Deck on slide share & narrated version on Youtube
  • PDF Presentation
  • Worksheet: The Customer Experience Eco System
  • Worksheet: You individual completed journey maps

ROOM REQUIREMENTS:

6 people at separate tables in a large room