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Welcome and introductions

Why is experience so important, and why are great brands good at it?


Experience poetry

Decide what makes a great experience in one sentence.


Customer walk

Journey a mile in the customer's shoes.



Build on your core strengths to work towards an improved outcome.


Customer type

Learn how to address an upset customer by identifying what they value.


Emotional roller coaster

Recognize and redirect customer emotions to drive a more productive and efficient experience.

Customer conversations

Courtesy is the currency in customer conversations.


Each session is highly interactive and tailored to your needs. Participants may be asked to submit content ahead of time. A subset of these is chosen to discuss in small groups. This workshop is part of fassforward’s Experience Series.

Your Challenge:

“My people are struggling to connect with our customers.”

There is a connection between your customer experience and employee experience. It's more than improving process, systems and technology. It's about engaging and empowering employees. Equipping employees with the right tools, and focusing them on the right things, can have a massive impact on customer experience. 


In this one-day Customer Experience workshop, you'll learn how to better understand your customers, put the 'human' in experience, and develop better connections.


At the end of the workshop, participants will:

  • Recognize what customers want, and how to quickly and effectively deal with them.

  • Use your strengths to connect to customers.

  • Frame conversations and use courtesy to manage difficult conversations.


Professional skills gained:

  • Managing difficult conversations

Connect your employees to your customers to create a better experience.