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.

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

01The case for personalised experiences
02Understanding customer needs and preferences
03Gathering insight and data ethically
04Segmenting customers meaningfully
05Tailoring communication and offers
06Designing personalised journeys
07Respecting privacy and consent
08Using technology to support personalisation
09Measuring relevance and satisfaction
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

Dates	Venue	Days	Fee
17 to 18 Aug 2026	Pretoria	2	R10,000
24 to 25 Aug 2026	Cape Town	2	R10,000
7 to 8 Sep 2026	Online	2	US$900
14 to 15 Sep 2026	Mozambique	2	US$1,100
21 to 22 Sep 2026	Cairo	2	US$1,100
28 to 29 Sep 2026	Accra	2	US$1,100
5 to 6 Oct 2026	Lusaka	2	US$1,100
12 to 13 Oct 2026	Kigali	2	US$1,100
19 to 20 Oct 2026	Nairobi	2	US$1,100
26 to 27 Oct 2026	Durban	2	R10,000
2 to 3 Nov 2026	Johannesburg	2	R10,000
16 to 17 Nov 2026	Mauritius	2	US$1,100
23 to 24 Nov 2026	Dubai	2	US$1,100
30 Nov to 1 Dec 2026	Lagos	2	US$1,100
7 to 8 Dec 2026	Harare	2	US$1,100
14 to 15 Dec 2026	Kampala	2	US$1,100
21 to 22 Dec 2026	Dar es Salaam	2	US$1,100

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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Training a whole team?

We can run Personalised Customer Experience Design privately for your team, on your dates and built around your own systems. Group delivery is usually more cost effective from about six delegates.

Run this in-house