Founder-led training programme
Customer Experience (CX) Design & Strategy
See customer friction across channels and redesign the backstage work that shapes the visible experience.
Build an evidence-aware customer journey and service blueprint that connects experience priorities with ownership, operational change and reviewable measures responsibly.
Duration: 1 Day.
One high-friction customer journey across relevant teams and channels.
Format: Public Online · Private Online · Private On-Site.
Journey mapping, service blueprinting and evidence-aware prioritisation.
Level: all_levels.
A prioritised customer-experience blueprint.
Overview
What this programme covers
Connect customer interactions with backstage systems, policies and handoffs before selecting an experience-improvement priority.
Customer friction rarely belongs to one team. A promise made in marketing may depend on data held elsewhere, a service colleague may lack context from the previous channel, and a policy may create repeated effort that no single owner sees. This programme helps leaders examine the experience end to end. Participants select a high-friction journey, combine available customer evidence with operational knowledge, map visible interactions and backstage dependencies, and identify moments where expectation, handoff or recovery breaks down. They design a prioritised customer-experience blueprint with owners, assumptions, measures and improvement questions. The programme strengthens journey diagnosis and cross-functional design; it does not claim to represent every customer, guarantee satisfaction or replace research, accessibility, privacy and operational assurance. Proposed changes still require validation with appropriate customers and responsible teams.
Evidence standard
Evidence and learning boundaries
Learning is evidenced through journey scope, appropriate use of customer evidence, the completeness of the service blueprint and the reasoning behind priorities. Attendance does not prove experience improvement, and the programme cannot promise satisfaction, loyalty, conversion, revenue or adoption outcomes.
Learning outcomes
What participants will learn
Participants should be able to bound a customer journey, test its evidence and assign blueprint ownership across service functions.
Define a priority customer journey, its audience, desired outcome and evidence boundaries before mapping begins.
Combine available customer feedback with operational knowledge without treating anecdotes as representative proof.
Map frontstage interactions, backstage work, systems, policies, handoffs and failure points across the journey.
Prioritise experience changes by customer importance, operational feasibility, risk and evidence still required.
Produce a customer-experience blueprint with ownership, measures, assumptions and a cross-functional review rhythm.
Programme structure
Programme modules
The work moves from journey scope and evidence through service blueprinting and moment redesign to ownership and learning.
Choose the journey and evidence
Participants define the customer group, journey boundary and outcome requiring attention. They inventory available feedback, service data and frontline knowledge, then identify gaps and bias. The exercise prevents one complaint, one channel or one internal opinion from being treated as a complete representation of customer experience.
Map frontstage and backstage reality
The cohort traces what the customer sees alongside the people, systems, information, policies and decisions enabling each interaction. Participants expose handoffs, repeated explanation, unclear ownership and failure demand across channels. The resulting service blueprint connects visible friction to operating conditions rather than blaming only the final customer-facing colleague.
Redesign a critical moment
Participants select a high-friction moment and compare possible changes across expectation, information, process, channel and recovery. They consider accessibility, privacy, operational dependency and unintended consequences while keeping assumptions visible. The aim is a testable experience hypothesis, not an attractive journey map with unsupported promises afterward.
Prioritise ownership and learning
The final blueprint orders improvement questions by customer importance, feasibility, risk and evidence need. Participants assign journey and action ownership, define proportionate measures and establish review points. The close identifies which ideas need customer validation, operational testing or specialist input before wider responsible adoption decisions.
Audience
Who this is for
Best suited to people who influence both customer interactions and the operating conditions behind them.
Leaders responsible for customer experience across multiple teams, systems or channels.
Service, operations and digital colleagues redesigning high-friction customer journeys responsibly together.
Customer-insight professionals connecting feedback with operational improvement decisions across teams responsibly.
Cross-functional teams able to examine one realistic journey and own follow-through.
Fit check
Pause before booking when
Teams seeking guaranteed satisfaction, loyalty, conversion or revenue outcomes from journey mapping.
Participants expecting a complete research programme or finished service redesign without customer validation.
Organisations unable to involve operational owners or protect privacy, accessibility and regulatory requirements.
Delivery and pricing
Choose the route that fits the cohort
Scope reflects the journey, cohort, evidence boundaries, format, accessibility and any commissioned review.
Delivery
Private online CX workshop
The virtual CX studio brings a cross-functional group around one authorised journey and a shared mapping space. Participant access, source evidence, accessibility and handling of customer information are prepared specifically for that service context.
Delivery
On-site journey design session
An in-person blueprint workshop lets frontstage and backstage colleagues expose handoffs, policies and system dependencies. Venue arrangements and evidence permissions are confirmed so active complaints or identifiable customer details do not enter general exercises.
Delivery
Journey evidence preparation
Journey preparation gathers approved feedback, process knowledge and operational signals for a clearly bounded experience. Missing perspectives remain visible, preventing the available sample from being presented as a complete representation of all customers.
Delivery
Blueprint learning review
A subsequent blueprint clinic may compare new evidence, small tests, measures and ownership before priorities change. The clinic advances team learning without replacing commissioned research, technical configuration or the organisation’s change-control route.
£895
Public Online
A listed CX cohort provides the journey-design tuition, mapping activities and resources described for its published learning format.
£2500
Private Tutor-Led
Private programme cost reflects journey breadth, cross-functional attendance, evidence preparation, working environment and controls around customer or complaint material.
On-Demand
Formal customer research, prototype validation and operational implementation are distinct activities that need explicit definition and separate commercial authorisation.
Founder-led delivery
Tobi Akiode
Founder-led facilitation focused on customer evidence, service blueprints, cross-functional ownership and responsible experience improvement.
Customer-experience work is led by Tobi Akiode across journey evidence, backstage operations, systems and ownership decisions. The cohort learns to distinguish observation from assumption and turns a bounded journey into a service blueprint, while validation, privacy, accessibility and change approval stay with the organisation.
CX discovery selects one journey, identifies usable customer evidence and establishes who can change the operating process. The workshop builds design capability rather than conducting formal research, certifying accessibility or assuming responsibility for implementation and customer-data governance.
Questions
What buyers usually ask before booking
Clarify evidence requirements, mapping methods, output boundaries, customer-information governance and written commissioning terms.
Do we need extensive customer research before attending?
No complete research programme is required, but the cohort needs some authorised evidence and operational knowledge to avoid designing from opinion alone. Available feedback, service data and frontline observations should be labelled honestly. Missing customer perspectives become research questions rather than being filled with convenient assumptions.
What is the difference between a journey map and service blueprint?
The journey map describes the customer’s interactions, goals and friction across the selected experience. The service blueprint also shows the people, systems, information, policies and handoffs enabling those moments. Together they help participants connect visible experience problems with backstage operating conditions that may require cross-functional change.
Will the programme design the complete customer experience?
No. Participants focus on one bounded journey and create a prioritised learning and improvement blueprint. The output still requires customer validation, feasibility work, accessibility and privacy checks, operational testing and organisational approval. A facilitated workshop should not be represented as a complete research or implementation engagement.
How is customer information handled?
A service blueprint can organise the customer journey, frontstage interactions, backstage activity, policies, systems, evidence gaps and ownership around one bounded experience. It is a working learning artefact, not validated customer research or an implementation specification. Organisational owners must test assumptions, complete accessibility review, approve changes and monitor consequences through their authorised processes.
What shapes the cost of a CX design programme?
The selected journey, functions represented, evidence readiness, workshop setting, customer-information safeguards and any blueprint clinic influence the required facilitation. A buyer receives a commercial schedule setting out the fee, relevant tax treatment, preparation, workshop outputs and excluded research or implementation before confirming participation. This prevents research activity from being presumed within tuition.
Ready to choose a time?
Book a focused discovery call when a conversation is the right next step.
Use this when you want to talk through an event, workshop, service or training need and agree the practical next step. Bring the challenge, desired outcome, timing and any constraints worth considering.
Choose an Event / Workshop Discovery time
This booking captures the meeting time. Use the enquiry route instead if you need to send context, files or a detailed brief first.