Session 1.03 (double session)
Tracks
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| Thursday, June 19, 2025 |
| 11:00 AM - 12:00 PM |
| Boulevard room B3 |
Overview
How to design the customer journey
Details
This session is suitable for: All
Bring a laptop to this session – no specific software required.
Speaker
Ms Kellie King
The University of Queensland
How to design the customer journey
Presentation description
This interactive workshop empowers participants to craft seamless and engaging customer experiences by mapping and optimizing the customer journey. Through guided activities, you will learn to identify key touchpoints, uncover pain points, and develop strategies to enhance customer satisfaction and loyalty.
Participants will explore the principles of customer-centric design, leveraging tools like journey mapping and empathy mapping to visualize the customer’s experience from start to finish. Real-world case studies and hands-on exercises will illustrate how to design for your customer needs, ensuring every interaction is meaningful and impactful.
This workshop will equip you with actionable insights and practical frameworks to create journeys that delight customers and drive business success. Join us to transform the way you approach customer experience and take your skills to the next level.
Participants will explore the principles of customer-centric design, leveraging tools like journey mapping and empathy mapping to visualize the customer’s experience from start to finish. Real-world case studies and hands-on exercises will illustrate how to design for your customer needs, ensuring every interaction is meaningful and impactful.
This workshop will equip you with actionable insights and practical frameworks to create journeys that delight customers and drive business success. Join us to transform the way you approach customer experience and take your skills to the next level.
Biography
Kellie King is a global leader working in Hong Kong and the United States for most of her career and known for delivering strategic business solutions to organizations. She is a 2022 Women in IT Award winner and was highly commended in the 2019 ARN Entrepreneur of the Year awards for her outstanding work in technology.
Currently, Kellie is spearheading the Women in Computing program at the University of Queensland, aiming to inspire and increase the number of high school girls pursuing tech degrees. Her pioneering efforts in Robotic Process Automation (RPA) and Artificial Intelligence (AI) have made her a trusted advisor on the transformative changes impacting companies today.
