Boost your rates of conversion, loyalty and advocacy with this intensive 3-day Customer Experience Masterclass.

  • 15 January 2019
    3 days
    London
    • £1,695.00 excl. VAT
  • 12 February 2019
    3 days
    London
    • £1,695.00 excl. VAT
  • 13 March 2019
    3 days
    London
    • Earlybird discount of 10% when you book 90 days in advance £1,525.50 excl. VAT
    • £1,695.00 excl. VAT
  • 9 April 2019
    3 days
    London
    • Earlybird discount of 10% when you book 90 days in advance £1,525.50 excl. VAT
    • £1,695.00 excl. VAT
  • 14 May 2019
    3 days
    London
    • Earlybird discount of 10% when you book 90 days in advance £1,525.50 excl. VAT
    • £1,695.00 excl. VAT
  • 18 June 2019
    3 days
    London
    • Earlybird discount of 10% when you book 90 days in advance £1,525.50 excl. VAT
    • £1,695.00 excl. VAT

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    Description

    Our 3-day Masterclass will give you a deep dive into online Customer Experience. You'll cover everything from strategy and planning through to design.  

    Programme

    Practical skills and real-world examples are key takeaways from this 3-day Masterclass. 

    You’ll also have lots of opportunity to discuss issues and ideas specific to your organisation throughout the session.

    At the end of the day, you’ll have an ‘Action Plan’ for when you’re back in the office.

    We'll cover:

    • Foundations & Strategy

    -      Definitions

    -      Business case

    -      How people behave online

    -      User-Centred Design (UCD) process

    • Research & testing

    -      Principles of good research and testing

    -      Focus groups & interviews

    -      Card sorting

    -      Survey

    -      Ethography

    -      Metrics/Analytics

    -      Personae & Customer Journeys

    -      Heuristic evaluation

    -      Usability testing (Benchmarking & Think aloud)

    -      Paper prototyping

    -      Eyetracking

    -      Metrics/Analytics

    • Strategy issues

    -      Organisational approaches to CX

    -      Design approaches

    -      Goals & metrics

    -      Customisation & personalisation

    -      Multi-channel experiences

    -      Video

    -      Mobile (App types, Wallet integration & Mobile First)

    • User Experience (UX) principles

    -      Interaction cost & Aesthetics

    -      Expectations & consistency

    -      Structure, Mapping & Clutter

    -      Affordances, visibility & feedback

    -      Progressive disclosure & information scent

    -      User control vs. Constraints

    • Design guidelines & patterns

    -      Homepage

    -      Forms

    -      Icons

    -      Navigation

    -      Landing pages

    -      Calls-to-action

    • Persuasive design

    -      Reciprocity

    -      Authority

    -      Social proof

    -      Commitment & consistency

    -      Likeability

    -      Scarcity

    -      Paradox of choice

    • Writing for the web

    -      Vocabulary

    -      Sentences & paragraphs

    -      Headings

    -      Lists

    -      Bold

    -      Links

    -      Concision

    -      Page summary

    • Mobile experience principles

    -      Task design

    -      Screen space

    -      Download speed

    -      Legibility

    -      Lack of hover state

    -      Tap target size

    -      Orientation change

    -      Gestures

    -      Data input 

    • Design guidelines & patterns for mobile

    -      Homepage

    -      Navigation

    -      Forms

    -      Ecommerce

    -      Login

    -      Search

    -      QR codes

    -      Video

    • Future trends

    We’ll discuss some of the technologies that are likely to influence Customer Experience in the next few years, including;

    -      Wearables

    -      Bots

    -      Bendable screens

    -      AR (Augmented Reality)

    -      IoT (Internet of Things)

    -      Voice Control

    -      Security

    Who should attend?

    If you’re involved in creating or managing Customer Experiences, then this course has plenty of value for you. If you’re new to CX (Customer Experience), you’ll get an in-depth overview and if you’ve been working within CX for a while, there will be plenty of time to deep-dive into your areas of interest.

    Laptop/Tablet is recommended – please bring a laptop/tablet for some of the hands-on exercises.

     

    How will I benefit?

    After attending this 3-day Masterclass, you’ll have greater knowledge, skills and confidence in the following areas;

    • Creating a business case for the benefits of improved CX  
    • Developing a CX strategy (and supporting processes) relevant to your organisation
    • Selecting the research & testing techniques most beneficial to your organisation
    • Designing & evaluating Customer Experience based on best practices 
    • Planning and conducting your own research and testing

     

    CPD Accreditation - As we’re a registered provider with the CPD Standards Office you’ll get an official CPD Certificate of attendance upon completion of the course. This can be used within your formal CPD record for a professional body, institute, or employer.

    CPD

    Trainer

    Tim Fidgeon

    Tim Fidgeon is one of the UK’s leading digital trainers and consultants.  He holds an MSc in Human-Computer Interaction and has been helping organisations develop market-leading digital strategies, experiences and content since the late 90s.  After leading the User Experience teams for several large digital agencies, he is now a freelance trainer and consultant. 

    He has recently worked with: Coca-Cola, Sony, Vodafone and General Motors. 

    His articles on digital marketing and user experience have been published by: .net magazine, New Media Knowledge, Usability News & Web Standards Group