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Martin Hill-Wilson Series 

Designing Omni-Channel Customer Service Experiences 

Wednesday 5 July 2017
St Pierre 
Marriott Hotel & Country Club, Chepstow
9am - 4.30pm
Price Per Person: £495+VAT

Part of an optimised service strategy series

Do you use a number of different channels to interact with your customers? Do you deliver excellent customer service through every channel? If so, this course will help you achieve excellent customer service through every channel used.

Designing Omni-Channel Customer Service Experiences

Channel choice is now considered essential by customers who expect to move between channels and devices at will: However few organisations know how to meet this strategic challenge or how to practically design the right customer experiences.

This masterclass delivers a new practical approach to delivering low effort, multi-channel customer experiences. Design principles are based on how customers actually behave and what they expect as core service experiences.

This requires us to understand channels in terms of their unique strengths and weaknesses and when each is best used.

Reasons To Attend 

  • I need to increase customer adoption of new digital channels
  • I need to find ways of reducing customer demand for more expensive channels
  • I need to reduce cost to serve while increasing customer loyalty
  • I need a way of prioritising investments into the ‘best’ channels for my organisation


Summary Agenda

  • Latest research on consumer Omni-Channel behaviour
  • How to track your customer’s digital profile and establish willingness to use new channels
  • A unique Omni-Channel design framework used to increase user adoption of digital channels
  • Design principles that facilitate intelligent deployment of voice, video and text
  • A detailed review of the latest voice, video and text service channels


Learning Experiences

  • Latest use cases that show what is now possible
  • Brainfood designed frameworks to develop new thinking and strategy
  • Regular table debates to digest and develop new ideas
  • A3 template style worksheets to capture strategy and roadmap planning
  • All masterclass slides available in original format for reference and internal educational use

Optional mentoring after the masterclass to help transfer new thinking to team members, critique detailed strategies as they emerge and co-design associated transformation plans to help embed new competencies

Date: Wednesday 5 July 2017
Venue: St Pierre Marriott Hotel & Country Club, Chepstow NP16 6YA
Cost: £495+vat 

Who Should Attend

Directors or Heads of Customer Service, Customer Experience or Operations who recognise that their current ability to satisfy customer expectations for channel and device choice when engaging in service tasks lags behind emerging industry standards. 

Book now

Spaces at this masterclass are limited. To book a place kindly download, complete and return the attached booking form directly to:

If you have any queries please email:

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