Customer Experince

Gain Competitive Advantages By Developing A Superior Customer Experience (CX).

Course Overview

Over the last two years, the pandemic has changed how individuals and businesses think, live and access products and services. Traditional models are now becoming obsolete with customers now having more power than ever. The fight is now in delivering on the new customer preference to gain a competitive advantage in the market. But where do you start?

Understanding your customer’s journey requires a new perspective informed by data. This 2-day course will empower you with the knowledge and expertise to map out your customers’ key touchpoints, the resources needed at each touchpoint and track metrics that enable you to take full advantage of the data analytics to understand, act and align efforts in customer experience management.


Who is
this course for?

Data Scientists


IT Representatives


Sales Representatives

Top Level Management

How Is Your Business Equipped For The New Digital Age Consumer?

Our Experts

Gesora Mwasi

Founder / Lead Digital Brand Strategist at IDMA

Mary Mwihaki

Digital Marketing Manager, IDMA


Presenting Data Visually & Data Storytelling

Unlock Data Insight

Presenting data visually and data storytelling is the first module of the Design A Data-Driven Customer Experience workshop. It is designed to help business leaders understand data and the relationships within it. This module focuses on the importance of choosing the right visualizations and applying visual perception principles to data. It covers topics such as visual perception principles and other aesthetics to increase message clarity and impact, as well as balancing data with visual design best practices.

Data storytelling is an important part of the module, as it allows business leaders to create compelling data stories that deliver actionable insights. The module also includes an in-depth discussion on how to integrate storytelling into data visuals. It explains how to effectively use visuals to convey a message, as well as providing tips and tricks for crafting compelling data stories. Participants will learn how to use visuals to drive customer engagement and loyalty.

The module also covers the importance of data literacy and how to use data to make informed decisions. Participants will learn about the different types of data and how to interpret it. They will also gain an understanding of the different types of visualizations and how to best use them to convey a message.

By the end of the module, business leaders will have a better understanding of how to use visuals to convey data.

Creating a customer-centric data strategy

Data-Driven Customer Focus.

The second module of our customer experience workshop, Design A Data-Driven Customer Experience, is focused on creating a customer-centric data strategy to help business leaders identify and meet the needs of their users and customers. This module will equip participants with the skills to define the data sources, tools, processes, and employee skills needed to build a successful customer-centric data strategy. Participants will also learn how to evaluate the analytics use cases based on return on investment, technical and legal risks. They will also learn how to visualize and communicate the data strategy to their teams, decision-makers, or investors.

The module will begin with an overview of the customer-centric data strategy, followed by a discussion of the data sources, tools, processes, and employee skills required to implement it. Special emphasis will be given to analytics use cases, return on investment, technical and legal risks. Participants will also learn how to identify and use customer journey mapping to better understand customer needs and behavior.

The module will conclude with a discussion of the importance of visualizing and communicating the data strategy to stakeholders. Participants will be given hands-on experience in developing presentations and other visual materials to illustrate their data strategy and make it easier to understand.

Finally, the module provides guidance on how to communicate the data strategy to stakeholders, such as team members, decision-makers, or investors.

Creating actionable dashboards that engage & inform

Data-Centric Success!

This module aims to provide business leaders with the skills and knowledge to create actionable customer experience dashboards that effectively engage and inform customers. The module will cover the fundamentals of data-driven customer experience, including the importance of deriving insights from data, and how to design and develop dashboards for maximum adoption.

The module will provide an overview of the basics of dashboard design and development, including an explanation of the key elements of an effective dashboard, understanding the importance of data visualizations, and the basics of dashboard development.

The module will then focus on the practical application of dashboard development, including an introduction to the tools and techniques used to create actionable dashboards, how to structure and organize data to create effective dashboards, how to use data visualizations to improve user experience, and how to implement feedback loops to maximize dashboard adoption.

The module will also cover the importance of using data to drive customer experience and how to establish customer feedback loops to ensure the customer’s voice is heard.

Integrating ethical decision making into data & innovation practices

Ethics Empowered Innovation

The fourth module of our Design A Data-Driven Customer Experience workshop is Integrating Ethical Decision-Making into Data and Innovation Practices. This module will help business leaders to connect big data and algorithms to humans and human values by teaching them to identify potential ethical issues associated with a data project or activity.

The module will go on to define and explain ethical inquiry, facilitating ethical discussions amongst stakeholders, and determining the pros and cons of implementing privacy technologies. In addition, the module will show attendees how to apply ethical inquiry to ethical issues whenever they arise, and how to incorporate ethical decision-making into an organization’s data and innovation practices.

The module will include interactive activities and case studies to help attendees gain a better understanding of ethical decision-making and how to integrate it into their data and innovation practices. The module will also provide practical guidance and best practices on how to recognize and address ethical issues before they arise, as well as how to promote ethical decision-making within the organization.

By the end of the module, attendees will have a better understanding of ethical decision-making, and how to use it to drive their data and innovation practices. They will be better equipped to identify and address potential ethical issues, and to facilitate ethical discussions amongst stakeholders. Moreover, they will have the tools and knowledge they need to ensure privacy and data protection within their organization.

Keeping up with trends in data & analytics

Explore. Adapt. Innovate.

The 5th module of the Design A Data-Driven Customer Experience workshop focuses on keeping up with trends in data and analytics. In this module, business leaders will gain a better understanding of the current and future trends in data analytics. The module will go over the most relevant trends in data analytics, how to link the trends to their data and analytics strategy, and explore the potential of Artificial Intelligence (AI) and the implications of current data regulatory requirements.

At the start of the module, the instructor will present the latest data and analytics trends and demonstrate how they can be applied to the organization’s data and analytics strategy. They will then discuss the potential of Artificial Intelligence for their organization and how it can be an effective tool for automating processes and gaining insights from data. Finally, the instructor will review the current data regulatory requirements and what the implications are for the organization’s data and analytics strategy.

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    Learn how to navigate your way in understanding your customer journey to curate an immersive brand experience that drives business growth.

    Enrollment Requirements

    • Registration Fee: Kshs. 10,000
    • Registration Fee: Kshs. 10,000
    • Course Fee Kshs: Kshs.30,000
    • Duly Filled Registration Form
    • At least 3+ years of work experience/ business operation
    • Lead a team of 3 + members.
      Attains an annual revenue of 6M+

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