Customer Journey Mapping Masterclass

Customer Journey Mapping Masterclass
Wednesday 2 September 2020
9:15 AM to 1:00 PM - light lunch until 1:30 PM
Registrations open at 8:45 AM
ANZ Tower
Level 24, 242 Pitt Street, Sydney NSW 2000
Professional & Associate $275
Affiliate $295
Non Member $325


As the situation regarding COVID-19 continues to unfold, the health and safety of IPAA’s customers, speakers and staff is paramount.

Therefore, we have made the decision to reschedule this event to 2 September 2020.

If you have any questions or concerns, please contact IPAA Events Team on 02 8066 1900 or at events@nsw.ipaa.org.au



Learn how to look at the world from your customers perspective

ABOUT THIS EVENT 

Governments around the world are increasingly exploring how to reimagine their services from end-to-end to provide a better experience for their citizens. Meanwhile, public expectations and pressures to improve government services are rising. 

Mapping and measuring customer experience has become key to improving citizens’ experience. Those who do this well clearly outperform the laggards. 

The customer journey mapping masterclass will provide you with practical tools to develop a deeper understanding of your citizens’ experience in dealing with your organisation. This hands-on workshop will support you to develop the key stages in your citizen’s journey map. You will then explore each step in detail to better understand your citizen’s experience and where there are opportunities for improvement.  

This masterclass is part of the Customer Service series which is a direct response to the NSW public sector’s focus on putting users at the centre of service design and delivery to create better services and improved outcomes. 

WHY YOU SHOULD ATTEND

A customer journey map is a tool that helps to build an empathetic and collective understanding of your citizens’ needs - what they are thinking, how they are feeling, what actions they are taking, and what their pain points are. 

Customer journey maps help you identify key priorities so that you can bridge the gap between your citizens’ current and ideal state. 

Attend this workshop to get a deeper understanding of how customer journey maps are applied across different sectors and then learn how to apply this knowledge to your own organisation and put customers at the heart of decision making.

All IPAA events include purposeful networking which allows you to:

• Build relationships with the speaker/s and fellow guests
• Develop your capabilities 
• Establish connections across the NSW public sector.

SPONSOR ACKNOWLEDGEMENT

This event is presented with support from our partner ANZ. 

SPEAKER

This workshop will be facilitated by Trisca Scott-Branagan, Head of Marketing Institutional at ANZ Bank. Having worked across a variety of professional and financial services sectors, Trisca has in-depth experience of how to create and apply a customer journey map to improve citizen experience. 

With over 20 years’ experience across financial and professional services, health and education in B2C and B2B marketing roles, Trisca has been awarded the Marketing Executive of the Year by CEO Magazine and ranked #5 most innovative CMO by CMO Council Australia. 

In her current role as Head of Marketing, Institutional at ANZ Bank, she is responsible for delivering the marketing strategy across 33 markets, targeting and engaging with the world’s largest organizations. She is an Advisory Board member of ADMA (Association for Data-Driven Marketing and Advertising), IAPA (Institute of Analytics Professionals of Australia) and the Deakin University School of Marketing.

Contact

Contact our office on 02 8066 1911 or email events@nsw.ipaa.org.au for any questions and/or clarifications.
 
 
When
2/09/2020 9:15 AM - 1:30 PM
Where
ANZ Tower Level 24, 242 Pitt Street Sydney, NSW 2000 AUSTRALIA
 

Terms and Conditions
Payments

Payment must be made either in full online at the time of confirming purchase or 14 days from the date of the invoice.
Payment is required prior to attending the event or course. 

Payments - Online Events

If you have an outstanding invoice for the event, you will not receive a link to the live event. 

Cancellation policy - Events
  • Cancellation must be in writing
  • Cancellation received more than 10 business days prior to the event running — no penalty will be incurred
  • Cancellation received within 5–10 business days prior to the event running — 50% of the event fee will be payable
  • Cancellation received within 1–5 business days prior to the event running — 100% of the event fee will be payable.
Cancellation policy - Scheduled Courses
  • Cancellation must be in writing
  • Cancellation received more than 10 business days prior to the course start date — no penalty will be incurred
  • Cancellation received within 7–10 business days prior to the event running — 50% of the event fee will be payable
  • Cancellation received within 1–6 business days prior to the event running — 100% of the event fee will be payable.
Cancellation policy - Self-paced Courses
  • Cancellations are not permitted.

Note: If you do not cancel and do not attend, 100% of the event fee must be paid.

Transfer policy - Events
  • All requests for transfers must be in writing
  • Substitute nominees may attend in your place where deemed appropriate; however, if a member wishes to substitute a non-member in their place the full fee will be payable.
Transfer policy - Scheduled Courses
  • All requests for transfers must be in writing
  • Your course registration can be transferred to another course without penalty if requested more than 10 business days prior to the course start date. Otherwise, the above cancellation policy applies. Transfers can only be requested when the course fee has been paid in full
  • Transferring your registration to another person can be done at any time without penalty, provided that nominee details are provided within a minimum of 2 business days before course/event start date; however, if a member wishes to substitute a non-member in their place the full fee will be payable.
Transfer policy - Self-paced Courses 
  • Transfers to another course are not allowed for self-paced courses.
Penalties may be waived in exceptional circumstances, work commitments do not count as exceptional circumstances.

Program Changes

IPAA NSW reserves the right to change programs/speakers/venue, or to cancel programs if the enrollment criteria are not met or when conditions beyond our control prevail. All registrants will be notified in the event of cancellation and their registration will be refunded. 


For our full terms and conditions click here

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