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Personalised Customer Experience Design

This course shows teams how to tailor service and communication to individual customer needs. Delegates learn to use insight, preferences and data to make every interaction feel relevant.

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Register for this course

What you will be able to do

  • Understand the value of personalised service
  • Gather and use customer insight ethically
  • Tailor communication to individual needs
  • Design experiences around customer segments
  • Balance personalisation with privacy
  • Measure the impact of a tailored approach

Course outline

  1. 01The case for personalised experiences
  2. 02Understanding customer needs and preferences
  3. 03Gathering insight and data ethically
  4. 04Segmenting customers meaningfully
  5. 05Tailoring communication and offers
  6. 06Designing personalised journeys
  7. 07Respecting privacy and consent
  8. 08Using technology to support personalisation
  9. 09Measuring relevance and satisfaction
  10. 10Embedding personalisation across the team

Who should attend

Customer experience staff, service managers, marketing teams and frontline staff who want to make interactions more relevant to each customer.

Dates, venues and fees

DatesVenueDaysFeeCalendarRegister
28 to 29 Sep 2026Lilongwe2US$1,100Closed
29 to 30 Sep 2026Blantyre2US$1,100Register
30 Sep to 1 Oct 2026Mozambique2US$1,100Register
1 to 2 Oct 2026Nairobi2US$1,100Register
5 to 6 Oct 2026Dar es Salaam2US$1,100Register
6 to 7 Oct 2026Kigali2US$1,100Register
7 to 8 Oct 2026Kampala2US$1,100Register
8 to 9 Oct 2026Accra2US$1,100Register
12 to 13 Oct 2026Lagos2US$1,100Register
13 to 14 Oct 2026Cairo2US$1,100Register
14 to 15 Oct 2026Mauritius2US$1,100Register
15 to 16 Oct 2026Dubai2US$1,100Register
19 to 20 Oct 2026Online2US$900Register
30 Nov to 1 Dec 2026Johannesburg2R10,000Register
1 to 2 Dec 2026Cape Town2R10,000Register
2 to 3 Dec 2026Durban2R10,000Register
3 to 4 Dec 2026Pretoria2R10,000Register
7 to 8 Dec 2026Windhoek2US$1,100Register
8 to 9 Dec 2026Gaborone2US$1,100Register
9 to 10 Dec 2026Maseru2US$1,100Register
10 to 11 Dec 2026Mbabane2US$1,100Register
14 to 15 Dec 2026Lusaka2US$1,100Register
17 to 18 Dec 2026Harare2US$1,100Register

Fees are per delegate. South African venues are priced in rand; other locations and online in US dollars. Fees exclude 15% VAT where applicable. Group bookings of three or more delegates from the same organisation qualify for a reduced rate; contact us for a quotation.

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