Today customers expect a flawless and on-demand service. With the growth of technology and automation, we can pay for goods with a single click, tap through barriers and have our queries resolved within twenty-four hours. This amounts a growing pressure on the public sector to provide a positive customer experience, one of the largest service providers in the UK and one in which the quality of services can very widely and inconsistently.

Understanding your customers journey from start to finish enables you to create a tailored and enjoyable experience for each service user. Through measuring customer insights, organisations can refine current and future services, in turn saving effort and costs.  Customers are increasingly looking for value from the organisations that serve them and with budgets tightening each year, creating a strong Customer Experience Strategy is essential.

Join our trainer Jonathan Bottomer and through interactive learning and case studies; take away the toolkit to gather, interpret and turn your data into designing the right journey for your customer.

Coronavirus Update:

About the Chair: Jonathan Bottomer

Jonathan is a Certified Management Consultant and a member of the Institute of Business Consulting (an organisation within the Chartered Management Institute), the professional body for Business Consultants. He currently works as a Consultant at the Department for Work and Pensions.

Jonathan specialises in helping local authorities (and DWP’s Agencies) improve their effectiveness and efficiency of the administration of Social Security Benefits

09:15 - 09:45


09:45 - 10:00

Trainers Welcome and Introduction

10:00 - 11:00

Introduction to CX Strategy and Principles

  • Importance of immediacy and digital in today’s services
  • Basic principles of Customer Experience (CX)
  • Channels and Platforms
11:00 - 11:15

Coffee Break

11:15 - 12:00

Insights and Efficiencies

  • How to gather and interpret your customer data
  • Turning insights into service delivery
  • Automation and AI
12:00 - 12:45

The Customer Journey

  • Service expectations in your organisation
  • Conversion, loyalty and advocacy
  • Designing the right journey
13:00 - 13:45


13:45 - 14:45

Continuous Improvement

  • Looking for ongoing innovation and improvements
  • Reviewing your systems
  • Overcoming barriers
14:45 - 15:00

Afternoon Break

15:00 - 16:00

Keeping Customer Trust

  • Overview of learnings
  • Implementing planning techniques for the future
16:00 - 16:15

Feedback and Evaluation

Jonathan Bottomer

Management Consultant

Jonathan is a Certified Management Consultant and a member of the Institute of Business Consulting (an organisation within the Chartered…

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Central London

Q: Private: What are our billing details?

A: Company Name: Govnet Communications
Company Address: 3rd Floor, St James Building, Oxford Road, Manchester M1 6PP

Q: Can I book without a purchase order number?

A: Yes. Simply email after you have booked the course, with your Purchase Order Number. Please quote your order number and the course you are booked onto.

Q: I have special dietary requirements, how can I request this?

A: Special dietary requirements can be catered for, please ensure you include this in the further information box when registering your place. If you have forgotten to add this, you can also send your requirements to or call 0800 542 9440. Please let us know as soon as possible so we can ensure your needs are met.

Q: I can no longer attend the course, can a colleague attend in my place?

A: Substitutions may be made at any time but must be made no later than 48 hours prior to the event. Please call 0800 542 9440 or email with the replacement's details.

Q: What is your cancellation policy?

A: Cancellations must be received in writing 30 working days before the date of the event and will be subject to a £195+VAT administration fee. Cancellations received after this time will be subject to the full delegate fee.