Quality & Profitable Customer Experience

actionable & practical instructor led learning

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Classes limited to 25 participants.

to ensure optimum interaction and learning takes place. Registrations accepted first-come basis.



9:00 Welcome & Introductions

9:15 Foundational CX Principles & Frameworks

10:15 Refreshment Break

10:30 Integrating CX’s Nine Cornerstones

11:15 Designing a Profitable CX Vision

12:30 Luncheon Break

1:00 Creating an ROI centric CX Strategies

2:00 Engineering quality CX Journeys

3:00 Afternoon Refreshments

3:15 Developing a Winning CX Business Case

4:00 Day One Review & Key Takeouts

4:30 Close

Day two PROGRAM:

9:00 Day One’s Key Takeouts & Review

9:15 Mastering CX Technologies Stack HeatMap & Workshop

10:15 Refreshment Break

10:30 Imbedding Voice of Customer into your CX transformation

11:15 Achieving effective Change Management with CLV.

12:30 Luncheon Break

1:00 Using “Single View of Customer” to achieve Compliance & Quality CX.

2:00 How to Measure & Report yourCX program’s ROI

3:00 Afternoon Refreshments

3:15 Adopting Dynamic Customer Segmentation & Profiling

4:00 Conducting a Customer Experience Audit

4:30 Close



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Across seventeen industries, Graeme Boorer has designed and implemented citizen and customer centric programs for over sixty Australian and international enterprises, in both public and private sectors. Beside extensive “hands on” experience, Graeme’s continual research into best practice and thought leadership in “customer” fields make him a sought after speaker and industry commentator. His clients include: The Royal Mint, GeoSciences Australia, Macquarie Bank Limited, NSW Health Waverley Council, AMP Financial Services, Suncorp Bank, Telstra, Australia Post, Salmat Group, City of Sydney, Transurban, Mitre 10, National Maritime Museum, The Herald & Weekly Times, Commonwealth Bank Limited, Justice NSW, and Sydney Futures Exchange, Suncorp Bank, City of Tea Tree Gully, EnterConnect Inc, Experian Inc, eLiquidity Ltd, Adobe (USA) Inc.