U​nfolding Futures Training Academy

World Class Training For Educators & Coaches

The Ultimate Customer Experience

2 Day Workshop


The two-day workshop will introduce you to the inherent concepts of customer experience and what it means to

create a personalised experience for your customers.

What Learning Outcomes Will Be Achieved?

Begin to identify the experiences that you would like your customers to have and remember

Identify the touchpoints in your business which create the experience for the customer

Discuss the impact technology has on the creation of an exceptional customer experience

Outline the behaviours and culture that are required to support the design, implementation and constant adaptation of the customer experience

Explore the impact of data on the adaptation of the customer experience

Who Should attend?

Leaders and managers within a business who are responsible for the experience customers have of the business

Professionals at all levels whose roles include interacting with customers (internal and external) either face to face or on the telephone.


Launching in Summer 2020

Please Register Your Interest With

Tracy Gravesande, Head of Unfolding Futures

[email protected]

Your Investment

To attend this 2-day workshop, your investment will be: 

£595 + VAT for PDC Members

£995 + VAT for non-PDC Members

Background & Context

Businesses that want to maintain a competitive edge need to ensure that a focus is placed on customer experience (CX)

 if they expect to retain customers.

Did you know that in the US, “seven in 10 consumers say they have spent more money to do business with a company that delivers great service”? 

This was stated in the 2017 Customer Service Barometer Report, a study undertaken by American Express.

We are all familiar with the fact that excellent Customer Service is a requirement for all businesses that want to be successful, but is it synonymous with the term Customer Experience?  In the 21st Century, it is not - Customer Service is simply one element of Customer Experience.

So, what is Customer Experience? 

It is essentially an energetic reaction that a customer has to any interaction he or she has with a business. 

The term "experience" refers to the totality of engagements a customer has with your business over his or her lifetime. It does not simply refer to one interaction. 

Building a Customer Experience strategy requires becoming customer-centric or putting the customer at the centre of your business. This means Customer Experience spans every aspect of the customer’s interaction with a business from sales to marketing to delivery of the product/service to customer service, whether the interactions are online or offline.