Event Description

Customer experience is more than providing a good product or service – it is the complete experience a customer has with your business across every interaction.

In this practical session, Indira Selvaraj will explore how small business owners can intentionally shape the experience they want to deliver.

The session will look at how to understand the customer journey, identify important touchpoints, recognise gaps between the intended and actual customer experience, and make practical improvements that strengthen customer relationships.

Topics covered in this session:

• Define the customer experience you want to deliver
• Map your customer journey
• Identify and bridge the gaps