Course Details

Date
9:30am 8th September – 4:30pm September 10 2014
Venue
Etc Venues - Liverpool Street, London, United Kingdom
Trainers
Duration
3 days
Cost
$2,670.00 per attendee

Sorry, bookings for this training course are now closed.

Overview

Lift your rates of conversion, loyalty and advocacy with an enhanced Customer Experience. 

Our 3-day Masterclass will give you a deep dive on Customer Experience covering strategy, planning and design. Offering you the chance to develop your practical skills & knowledge.  

Program

‘Learn by doing’ is a large part of this 3-day Masterclass.  You’ll have lots of opportunities to discuss your organisation’s issues throughout the session.

You will also be encouraged to build your own ‘Action Plan’ for when you’re back in the office.

We'll cover:

Foundations & Strategy

Definitions, business case, strategic issues; User-Centred Design (UCD) process & how people behave online. Planning for multichannel experiences and considering personalisation & customisation.

• Research & testing

How to plan & conduct good research. Compare and contrast the most popular techniques (including focus groups, surveys & card sorting). 

User Experience (UX) design

Principles for good UX design (Mental models, Progressive disclosure and Information scent) and specific guidelines (Home page, Forms, Navigation, Landing pages).

• Persuasive design

How to apply persuasion research to the digital world, including: Reciprocity, Social proof, Paradox of choice, Scarcity etc.

Writing for the web

Best practices to improve your writing for digital, including: Vocabulary, Links, Sentence & paragraph length, Concision & tone of voice. 

• Mobile experience design

Learn the principles for good mobile design (Touch targets, Gesture support, Data input) and specific guidelines (Navigation, Icons, Comparison tables).

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

In-company training

This course can also be delivered exclusively for your team. We can work with you to customise the course and make sure that it addresses your specific issues. For more information, please get in touch with the team at:

training@econsultancy.com

+44 (0)207 970 4167 (UK & Europe)

212-971-0630 (US & America)

Venue


Etc Venues - Liverpool Street

Telephone: 020 7763 6805

Bishopsgate Court
4-12 Norton Folgate
London
E1 6DQ
United Kingdom

Google Maps

By Underground - Liverpool Street Station (Central, Circle, Hammersmith & City, Metropolitan lines).

For exits from all underground lines, follow signs for Liverpool Street mainline station. Once on the main concourse of the mainline station, head for Way Out 1 (Bishopsgate West), located next to Platform 14. Take the escalator or stairs up to street level and as you leave the station, turn left onto Bishopsgate and cross the road. After 500 yards as the road becomes “Norton Folgate”, you will cross a small road called Spital Square. Bishopsgate Court is the 2nd building on your right (the red brick building opposite the tall glass building). etc.venues Liverpool Street is on the 3rd floor. 

Course Details

Date
9:30am 8th September – 4:30pm September 10 2014
Venue
Etc Venues - Liverpool Street, London, United Kingdom
Trainers
Duration
3 days
Cost
$2,670.00 per attendee

Sorry, bookings for this training course are now closed.