Transformative CX: Innovating with Service Design

GROW THE BUSINESS WITH MORE CLARITY AND PROFIT

Contrary to the misconception, Customer Experience (CX) is not about CRM software, freebies and discounts, or about going digital for the sake of it. In this live, hands-on, five-half-day, online masterclass you'll learn how to truly differentiate your business and grow profit using straightforward innovation mindsets and approaches. You'll see your customers in a different light, understand their true needs and wants, learn what needs to improve (you'll be surprised what of you can discover, practice the process of fast and cost effective innovation and development, and how to measure the areas that matter.

TOP 9 OUTCOMES

1. Drive revenue growth
2. Innovate faster and better
3. Forge strong customer bonds
4. Streamline operational efficiency
5. Increase word of mouth
6. Build a resilient brand
7. Measure innovation initiatives and progress
8. Reduce employee turnover
9. Outpace/veer away from competitors  

16 KEY LEARNINGS

1. Clear understanding of what CX is and is not
2. Identifying the relationship between CX and Service Design and Innovation
3. Recognising the full 15 components of CX maps (before, during and after)
4. Exploring how to read and analyse CX maps
5. Identifying problem areas and innovation opportunities
6. Turning CX insights into benefits for the business
7. Using the Business Opportunity Diagnostic tool to validate your initiatives
8. Learning the difference between journey maps & CX
9. Evaluating the types of innovation generated using the Kano Model
10. Understanding the role employees play in shaping the customer experience
11. Designing more meaningful and productive employees working experiences
12. Where AI works well for CX and where it does not
13. Understanding how brands design strong CX and continue to innovate
14. Exploring various tools for designing internal meetings that foster innovation
15. Learning from the performances, fortunes and misfortunes of other businesses
16. Rapid prototyping for faster and better innovation

I HAVE EXPERIENCE IN CX. SHOULD I ATTEND? 

Short answer is YES, definitely!  Those who have little or no experience in CX will learn the entire process so that they have a clear understanding of how to use it, manage it and benefit from it in their work. For those who have experience in designing and managing CX strategies, it is important and highly beneficial to learn different perspectives on approaching this subject. How your instructor looks at the process, framework, order, definitions, metrics, weight of each step within the process, wordings of definitions, and approaches to CX innovation will be different from others you learned from.

By learning from different schools of thought you get to develop a more rounded understanding that helps you to shape your own views on designing experiences. Besides, the tools you will receive during the masterclass have all been designed by Loaay Ahmed (MDes, FRSA) himself. The only way to have access to them is by attending.

WHAT TO EXPECT

This programme is all about learning by doing. Expect a hands-on, rich, unforgettable and 100% practical learning experience with individual and  group exercises. Knowledge of using platforms such as Zoom, and Google G Suite is recommended, but not mandatory.

MEET YOUR INSTRUCTOR

You’ve probably attended many masterclasses before, but when your CX innovation process is guided and facilitated by Loaay Ahmed (MDes, FRSA) it is a different experience.

Loaay Ahmed (MDes, FRSA) is a strategic business therapist and director of The Outsider’s Perspective, an innovation strategy consultancy based in London. He holds a Master of Design (MDes) degree with Distinction in Service Design Innovation from U.A.L., University of the Arts London.  Over the years, he has assisted and trained management teams in many local and international brands such as Volvo, Salesforce, Burgan Bank, Life Sciences Academy, Boubyan Bank, Saudi Telecom Company (STC), TESCO and Herman Miller, just to name a few.  With decades of practical experience, Loaay uses Service Design, Design Thinking, Strategic Brand Definition, and other frameworks to teach postgraduates approaches to business innovation and to enable organisations to create services, improve processes, and transform customer experiences.  Loaay is a (FRSA), Fellow of The Royal Society for the Encouragement of Arts, Manufactures and Commerce in the United Kingdom.