Customer experience (CX) is more than a buzzword — it’s the heart of successful business today. It’s about truly understanding what it means to deliver great customer, employee, and human experiences at every touchpoint.

In this final session of the Masterclass Series for Business, you’ll learn the difference between customer service and customer experience, and gain both the conceptual frameworks and practical tools needed to transform your organisation into a trusted, value-driven brand.

Program

10.30am - Arrivals and morning tea (networking opportunity)
11.00am - Part 1: Striving for Operational Excellence through Human-Centred Service Design
- Learn what it really means to deliver exceptional customer, employee, and human experiences.
- o Explore how to humanise your service design and create a values-driven culture.
12.15pm - Lunch break
12.45pm - Part 2: Customer Experience Mapping
- Build your own customer journey map to fully understand your customer needs and the journey to creating loyal customers in any business size or market.
- Start to create a customer experience strategy tailored to your business.
2.00pm - Formal close (continue networking)
Full agenda and speaker details to be confirmed soon.

💡This event is part of the Masterclass Series for Business - a four-session program presented in partnership with Federation University's Morwell Innovation Centre and delivered by business advisor Aileen Day.

While each masterclass can be attended on its own, the content has been designed to build across the four topics. Together, the series offers a cohesive roadmap to help you strengthen your business foundations and adapt confidently to today's working environment.

This program is free to attend, but registration is essential for each session. To register for other events in this series:

Recruiting Talent for Business Success
Tuesday 2 September | 7:30am–10:45am (3 hrs 15 mins)
https://events.humanitix.com/masterclass-series-for-business-recruiting-talent-for-business-success

Succession Planning and Performance Management for a Secure Future
Tuesday 4 September | 10:30am–2:00pm (3 hrs 30 mins)
https://events.humanitix.com/masterclass-series-for-business-succession-planning-and-performance-management-for-a-secure-future

Funding Your Next Move
Thursday 16 September | 4.45pm–8:00pm (3 hrs 15 mins)
https://events.humanitix.com/masterclass-series-for-business-funding-your-next-move