Elevate Your Business with Great Customer Experience Design

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.

  • 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)
  

Facilitator

Aileen Day– Customer Experience Advisor | Public Relations Specialist | Author

Aileen Day is the founder of Aileen Day Advisory. As the Principal CX Advisor, Aileen uses her 20+ years’ experience working throughout some of Australia’s most trusted brands to help her client’s organisations to become commercially smart by learning to deliver value driven customer and human centric experiences. Aileen is also a practicing Public Relations Specialist and Clinical Psychotherapist and Hypnotherapist, an unusual combination but one that allows Aileen to support her clients in many facets of business and life.

Aileen is the proliferator of the term, The Joy of CEHX’ (pr. se-hx), and is currently writing a book named as such (due for release 7th October 2025, International CX Day) to help business leaders all over the world gain clarity and skills in implementing the pillars of the Customer, Employee and Human eXperience into their business strategy. She also aids in the expansion of knowledge sharing of CEHX as the nominated Global Series Editor for CX academic case studies published through SAGE Publishing House in the United States. In 2024, Aileen also became a member of the Board of Directors for the newly launched, XMGlobal Collaborative. A worldwide association designed to bring together a global community of Experience Management (XM) professionals, aimed at unifying and educating organisations of the importance of XM and its strengths in strategic collaboration.

Aileen uses her warm yet pragmatic and candid personality to cut through the resistance. Aileen is raw and engaging as she thrives on being the solution provider and professional cheerleader to those wanting to make a meaningful difference with their organisation and in their lives.

💡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