Agenda

Day 1 – Self Reflection
• Arrive at Tudor House – 10:00am
• Start – 10:30
• Break – 11:30 to 11:45
• Lunch – 12:45 to 13:45
• Break – 15:00 to 15:15
• Close – 16:30pm
• Dinner and drinks – 18:30 onwards!

Day 1 Agenda
• Welcome and Expectations
• Individual introductions
• What would you like to achieve from the 2 days?
• Creating our ‘human’ personas
• Graham Shapiro’s story
• Human connections – the importance of our own people
• Innovation – what does that actually mean?
• Developing our own personal dashboard

Overnight stay then across the way from Tudor House at the Cat Hotel.
Note: Accommodation, Breakfast, lunches and evening meal is included in the cost.

Day 2 – Leading customer centric differentiation
• Start – 09:30am
• Break – 10:45 to 11:00
• Lunch – 12:30 to 13:30
• Break – 15:00 to 15:15
• Close – 16:30pm

Day 2 Agenda
• What do we really mean by customer centric differentiation?
• Your role in leading a customer centric organisation
• Customer experience frameworks
• Customer experience competencies
• Customer experience strategy
• Creating your own personal ‘manifesto’
• Talking through with the group your key aims, obectives and ‘manifesto’