Super Early Bird Fee

Register and Pay
by 16 Mar '18

Early Bird Fee

Register and Pay
by 13 Apr '18

Regular Fee

Register and Pay
after 13 Apr '18

$1,395.00(USD) $1,545.00(USD) $1,695.00(USD)

Group Discount! Enjoy 10% off when you register for 3 or more
or
For groups of 3, 4th comes for free

IMPORTANT NOTES
  1. Super Early Bird and Early Bird promotion: Discount will only be valid if payment is received by stipulated date.
  2. Group Discount only applies to registrations from the same company registering at the same time, issued in a single invoice and of the same billing source.
  3. Only corporate registrations will be accepted.
  4. Bank charges & taxes are to be borne by registrants, if applicable.
  5. Full payment is mandatory upon registration for admission to the event.
  6. Walk-in delegates will only be admitted on the basis of space availability at the event and with immediate full payment.
  7. Fee includes lunch, refreshments and documentation.
  8. The organiser reserves the right to make any amendments that it deems to be in the interests of the event without any notice.
  9. Any information provided by registrants will be used for the primary purpose of event administration and upcoming events updates. For more information, please visit: http://www.conferences.com.sg/privacy-statement/

CANCELLATION & REPLACEMENT

A replacement is welcome if you are unable to attend. A full refund less 10% administrative charge will be issued for cancellation received in writing by 13 Apr 2018. A 50% refund and a set of documentation will be issued for cancellation received by 27 Apr 2018. Regrettably, no refund will be issued for cancellation received after 27 Apr 2018 or for “no show” participant. You will however receive a set of documentation.

Are you Giving Consumers Experiences that They Want?

Everyone wants to nail the digital customer experience (CX). But it’s not an easy feat to move away from brand-centric thinking to deliver experiences that meet user needs.

How do you adapt your CX to today’s consumer behaviours and expectations?
What are the latest contemporary design trends and thinking?
How do you innovate to incorporate new digital technologies and techniques?

Dive into the Experience Economy

Join us at this 2-day practical workshop to acquire the latest CX strategies and techniques to deliver experiences that your consumers want. Find out how to leverage latest CX trends to align with consumers’ changing needs and wants. Learn how to use experience mapping to prioritise opportunities for CX improvements. Discover how to generate breakthrough CX ideas and chart a course for CX success for your organisation.


Benefits of Attending

  • Understand how CX is key to creating and capturing value for consumers
  • Analyse how to align CX with organisational values and goals
  • Identify the root causes of gaps in your organisation’s CX
  • Build empathy maps and personas to understand who you are designing for
  • Learn how to synthesise insights and opportunities into actions
  • Pick up proven ideation techniques that generate out-of-the-box solutions
  • Develop a rapid prototype that you can use to test and refine your ideas
  • Examine how to convert resistance from internal stakeholders into champions
  • Construct a team canvas to align stakeholders towards a common purpose
  • Find out how to use the ultimate CX proposal to galvanise your organizations
  • Design a CX roadmap that minimises risk and maximises impact
  • Take away a CX rating tool to measure and evaluate success
 

Workshop Leader

Jonathan Ng

Design Partner,

COMMON

Common Logo

 

Jonathan has over 16 years’ experience in the design and communication industry as a multi-disciplinary creative, with expertise in user experience and digital business modelling. He works with global brands to develop experience strategies across multiple channels, optimise customer journeys, and create engaging experiences through design thinking, human-centric innovation, research, and design. He has produced award-winning projects for clients including AXA, VISA, Microsoft, Diageo, Nestle, Volkswagen, Tesla, Proctor & Gamble, Audi, Johnson & Johnson, Levi’s, Castrol, Converse, Nike, Nokia, Singapore Airlines and more.

 

Client work examples include Volkswagen Beetle’s Iconic Drive campaign – a scrollable site showcasing the Beetle through the years. This digital experience generated online buzz and contributed to 3500 pre-orders for the Beetle in the span of two months; and Mondelez’s Vegemite Daily Spread dispenser – a product designed to enhance the experience of the everyday consumer as well as the hospitality industry, reinstating Vegemite’s popularity alongside other Mondelez spreads.

 

Jon was formerly the Creative Partner and founding member of Nurun Singapore, a digital and design consultancy of Publicis Singapore, focused on creating innovative solutions built on human behaviour. Prior to that, Jon was the Creative Director of Ogilvy Asia Pacific’s innovation unit K1ND, where he spearheaded numerous business and brand innovation projects for clients like Huggies, Burberry and Mondelez.

What Past Delegates Gained Most

The thinking of customer first and experience design methodology.

A proper framework to tailor our digital content to how customers consume it.

Important reminder that user’s needs are important and that what seems to be the obvious solution may not be the solution.

Key takeaway is the mind-set shift between understanding what the company wants versus what matters to the consumers.

Understanding what experience design is all about.

Theory plus hands on experience.

Pushing ourselves to think beyond.

Who Should Attend

Senior level executives responsible for Marketing, Digital, Customer Experience, User Experience, User Design

 

Agenda

  • Session 1: Welcome to the Experience Economy

    • Examine why CX is the key to create or capture new value for consumers
    • Understand the impact of experience design as a competitive strategy
    • Learn how to align CX with organisational values and goals

    Exercise: Utilising a framework to conduct a CX audit; determining an ideal customer experience

  • Session 2: Digging for opportunities for driving CX

    • Identify the root causes of gaps in an organisation’s CX
    • Frame the right CX challenge to drive real change
    • Research methods: Why small data matters too
    • Build empathy maps and personas to understand who you’re designing for
    • Learn how to use experience mapping to prioritise opportunities for CX improvements

    Exercise: Identifying crucial root causes of CX gaps and framing the right CX challenge to drive change
    Exercise: Putting in action the empathy mapping framework
    Exercise: Developing customer personas to gain a deeper understanding of your customers

  • Session 3: Generating breakthrough CX ideas

    • Synthesise insights and opportunities into actions
    • Learn proven ideation techniques that push past the obvious, and generate out-of-the-box solutions
    • Build a rapid prototype that you can use to test and refine your ideas

    Exercise: Using the empathy map to build an experience map
    Exercise: Generating innovative solutions with ideation techniques

  • Session 4: Managing internal and external stakeholders

    • Identify resistances and champions in and outside the organisation
    • Learn key techniques to prioritise and convert resistances into champions
    • Build a team canvas to align stakeholders towards a common purpose

    Exercise: Using the ‘Magic’ Grid to manage and prioritise internal and external stakeholders
    Exercise: Building a dream team using the Team Canvas Chart to reach CX visions

  • Session 5: Charting a course for CX success and Conclusion

    • Learn how to use the ultimate CX proposal to galvanise your organisations
    • Build a CX roadmap that minimises risk and maximises impact
    • CX rating tool to measure and evaluate success

    Exercise: Using the CX rating tool to measure effectiveness of your CX strategies