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Lisboa

Digital Customer Experience (CX)

International Workshop

SEATS AVAILABLE

29 SEPT - 30 SEPT 2018

Weekend

Investment: 185€

Required Materials Included

LANGUAGE

​This workshop will be lectured in English​
M
ON
T
UE
W
ED
T
HU
F
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S
AT
 9:30AM TO 6:30PM
S
UN
 9:30AM TO 6:30PM
8h 1st day
8h 2nd day
=
16h TOTAL DURATION
I want to attend this workshop

About the Workshop

The Digital Customer Experience (CX) Workshop is crafted through a series of methods, tools, and metrics sets, to enable us designing sound and frictionless solutions to customers when facing a product or service provider.

Digital today is the new normal, but it needs to cohabit with offline interactions and routines which, by nature, are still disconnected from our hyper-digitised world.

Taking for granted that Offline won’t disappear, the workshop will focus on how from Digital we can actually design holistic and inclusive experiences for any customer segment, anytime, and anywhere.

By the end of the workshop, you will have learned how Products and Services intertwine with each other in order to leverage memorable and sustainable experiences to your customers.

GOAL

Understanding of Customer Experience

Service Design frameworks

Learning to measure anything

Co-creative thinking and doing

TARGET AUDIENCE

This course is crafted for Start-up owners, Marketing, Innovation or Research students and professionals that want to have a better understanding of what Customer Experience is all about, and discover how to benefit from it in terms of actionable insights.

Knowledge of Design Thinking and Digital Design, even at a basic level, is crucial to understand the context and maximise the experience.

The workshop will require participants co-creating in groups through several methods and frameworks, leaving them feeling more confident and ready to implement every insight from the very next day.

REQUIREMENTS

Basic knowledge of Service Design, Design Thinking or UX Design; work/academic experience in the digital field is recommended. English language knowledge – workshop taught in English.

Programme

#1

Module

WHAT IS CUSTOMER EXPERIENCE

Principles of CX

The role of Service Design in CX

Examples of good and bad CX

HOW TO DESIGN CUSTOMER EXPERIENCE.

Customer Persona

CX Ecosystem Maps

Customer Journey Mapping

Service Blueprinting

#2

Module

#3

Module

HOW TO EXECUTE CUSTOMER EXPERIENCE.

Metrics

Measuring what matters

Tools

INCREMENTAL CUSTOMER EXPERIENCE.

Improving what matters first

Iterative design and implementation

Value Proposition Design

#4

Module

#5

Module

DEFENDING YOUR CUSTOMER EXPERIENCE DESIGN.

Ideas matter

But “Selling” matters most

Pitching your project

Facilitator

David
Espeso

Global Service Design, Innovation Leader

Findasense

catia-pereira

Cátia
Pereira

Educational coordinator

Pedagogical Department

SUPPORT DOCUMENTATION

The workshop registration includes access to publications and support documentation in class and includes a set of bibliographic resources and online training to support teaching, research and learning activities.

Equipment

One computer per student.
HD Projector.
Documentation in digital format.

Admission

-
workshop taught in English.

Certification

Includes: total workshop hours, taught topics and tutor information.