Digital Customer Experience

Why you should attend

Customer experience is increasingly seen as the key differentiator particularly in the digital space yet very few Managers and Executives are trained, equipped or have the capability to develop it effectively.

This course has been designed to bridge that gap and is facilitated by Alan Pennington, author of the Customer Experience Book one of the leading Practitioners and thought leaders in the customer experience space. This is a unique opportunity to get hands on in this Master class with one of the world’s experts.

Course outcomes

·         Developing a structured, logical and deliverable approach to digital customer experience design and management

·         Exploring why and how digital customer experience must connect with the wider organisation

·         Learning lessons from around the globe, thinking differently and adopting a different approach to drive commercial success

·         Applying tools and frameworks to improve your digital experiences

·         Creating customer journey maps in minutes

·         Acquiring practical tools for measuring digital experiences

·         Walking in your customers shoes to create needs based design

·         Connecting digital experiences with human emotions to drive commercial returns

Trainer Profile – Alan Pennington

Alan is a highly accomplished facilitator and personal coach/advisor on all aspects of customer experience.

As the co-founder and leader of the market leading global Customer Experience business Mulberry Consulting, Alan is recognised as one of the global experts in the field of customer experience mapping and design and has been responsible for the design and deployment of customer experience programmes in large service and B2B organisations for over 25 years. Following the sale of the Mulberry Consulting business in 2014 he now provides coaching, mentoring and advisory services in the Customer Experience discipline. Alan is specialized in advising typically large scale businesses how to assess measure and actively design their customer experience; his responsibilities include the executive management of the business and development of both the client base and proprietary tools. Alan has worked with a wide range of multinational businesses, across sectors including financial services, travel, retail, public sector and education both in B2B and B2C. He has undertaken assignments in APAC, Europe, N America, Middle East and the UK working with a wide range of companies, engaging at Board and EVP level with client businesses and driving both strategic change and supporting real deployment of change. In addition to management of projects Alan is a personal coach to a number of senior executives in international businesses covering all aspects of customer experience/management.