Train participants to the identification of Personas and to map journeys;

Introduce the fundamental pillars of a high impact CX;

Understand the role of the digital in the (re)design of CX, beyond what is visible to the client;

Stimulate discussion around the main metrics and the necessity to align them with the strategic priorities;

View Costumer Service in the context of a CX-centred approach;

Understand how organisations should structure themselves to implement a CX approach and from the potential return;

Promote the use of experiment, iteration and learning practices;

Accelerate the development of these skills through the practical use of knowledge in the development of projects, completed in teams.