Emotion Based Design
(EBD) Program

Customer Service Institute of Australia

In partnership with,
and delivered by

Customers want to be heard and understood, Emotion Based Design will help you achieve this

The EBD program is about equipping customer service and CX practitioners with practical tools and techniques to understand, transform, and continuously improve the customer experience. The workshop will motivate and empower participants to proactively engage directly with customers in the design of the customer experience.


Learning Outcomes

After completion of this workshop, participants will understand:

  • the importance of EBD in creating great customer experiences
  • how to apply EBD in the workplace
  • how to design a new or improved customer experience that addresses kinks in current customer service delivery processes, while working to reduce customer effort
  • how to develop hypotheses that can be tested continuously as part of the transformation of the customer experience

Who is this program for?

This workshop is designed for those who are responsible for customer service delivery and those individuals/teams who work to improve the efficiency of customer service processes and technology infrastructure

Full day training program

Date 03 October 2018
Delivery Classroom - face to face
Location Sydney CBD
Group Size 10 - 12 participants
Duration 8:30am - 4:30pm
Facilitator Madelon Willemsen

Special introductory pricing

Non-member $1,120 (+GST)
CSIA member $895 (+GST)
Awards special* $720(+GST)

Includes morning tea, lunch & afternoon tea

*Available to those who purchase a table at the
2018 Australian Service Excellence Awards

Key Topics

  • The four stages of EBD
  • How to develop and implement practical solutions to reduce customer effort
  • Applying EBD in the workplace – the why, how and what of leading EBD initiatives in your organisation

Find out more

Register now

To explore how our EBD program could benefit your organisation, contact us on 1300 912 700 or info@csia.com.au

Be a part of a better customer experience.

Join us as an associate, member or fellow and keep improving your customer service – with access to globally recognised insights, skills and specialists whenever you need them.


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