Why attend

Customers don’t experience your org chart. They experience your design choices. If you want fewer complaints and more compliments, bring empathy and UX into the places customers actually feel them. And because this is in-person, you’ll get the added benefit of connecting with other practitioners who are tackling the same problems — across digital, frontline and contact centre environments.

• Turn customer insight into service designs that reduce effort and lift satisfaction.
• Link design thinking to measurable outcomes across journeys and channels.
• Borrow what works: real patterns, not vague platitudes.
• Meet local CX and service leaders and swap ideas you can take straight back to work.

What you’ll learn

• How empathy mapping and discovery sharpen service decisions.
• Design thinking moves that translate to frontline behaviours.
• UX principles that simplify digital tasks and hand-offs to people.
• Practical techniques to pilot, measure and scale improvements.
• What other teams are doing right now — and what’s actually landing in the real world.