Omnichannel Journeys and Customer Experience

"Anna's delivery of real world cases and her own experiences were really valuable and insightful. Watching the users in the diary studies think out loud made relating to each topic easier. Loved the part about making a business case with metrics that support the customers painpoints — can see the immediate value in that for anyone struggling to "speak" to C-level or management."

Andy Lim, Publicis Sapient, Singapore

"This course was very well delivered, good examples and enjoyable team exercises. Good for beginners as well as more experienced UX designers."

Angela Arnold, Which, UK

"I would recommend this course. We (at least in my industry) focus so much on UX and do not take into account CX. It was eye opening to learn how every part of the customers interaction affects their thought process."

Noelle Richard, doxy.me, Charleston, SC, USA

"A very good overview of methodologies that help UX designers to create omnichannel experiences."

Michal Blazej, Lighting Beetle s.r.o.

"Kim was a great instructor — clear and engaging, and obviously passionate about her subject matter. The day flew by!"

Meghan Bortolan

"I enjoyed this course because it was very different from other courses offered. I appreciated being able to consider UX beyond just websites. Thanks!"

Lisa Murray, Zion&Zion

"Great overview of omnichannel UX, a lot of content covered during the course."

Codi Okonkwo, QRC

"Solid overview of an emerging field. Difficult to divorce the conceptual execution of an omnichannel strategy from the technical delivery, but this course did good job of sparking thought and conversation."

 

"Really good insight to omnichannel with some good walkthrough examples."

Fraser Crick, Estee Lauder

"Amazing course for those concerned with the customer experience and what the customer truly needs and wants. Content, design, strategy, planning and product owners and more can all benefit from Anna's teaching."

Molly Richardson, Taxslayer

"Very relevant training for anyone designing for more than one platform. Makes you think about changing how organizations are thinking and organized."

Harry van Mierloo, Fox It

"Great job synthesizing what is a broad and sometimes overwhelming topic. Left with both strategic and tactical next steps."

Camille Habacker, Guardian Life

"Anna was a terrific speaker, and provided an indepth course about how to design for the omnichannel so that it enhances the customer experience. I enjoyed the journey mapping exercise towards the end of the day, that was fun to move around and collaborate with others. Thanks Anna."

Bradley Darby

"Kim was extremely helpful and engaging, even with questions outside of the course material."

Adam Gray, Unidays

"Really insightful takeaways for becoming the champion for ominichannel experiences in your company. Understanding that all rdes must work cohesively to create a better understanding of pain points that can be inproved in CX/UX and the company workflow."

Victor Lopez, Vita Healthcare

"I feel like I can take back some of what I learned and use it to advocate for a more holistic approach within the company I work for."

Spencer Hampel, GN ReSound

"Kim is incredibly knowledgeable about this section in UX. Her talk was a deep dive of components of Omnichannel Journey that I found extremely helpful. Can't wait to share what I learned with my team."

Catherine Langham, San Francisco

"Excellent course, great takeaway resources and engaging content."

Diana Stewart, Tulsa, OK

"I liked the user feedback videos — it really gives you so much info: emotion, facts, etc."

Matthew Weiler, Benefis Healthcare

"A great presentation that clearly brings together everything you need to know to start the Omnichannels process in your business."

Andrew Wong, SBS

"I loved this class! This is my third class so far and I feel very empowered. Never looked at channels in this depth before. Never noticed the "do's" and "don'ts" of omnichannel UX. Thanks so much for enlightening me!"

Rucha Makati, Syllable Corporation

"Kim is a great speaker! This course helped me a lot to have an in-depth view of the entire process from the user's point of view."

Izabela, Sao Paulo, Brazil

"Kim is an amazing presenter and has a great way of teaching her class. It's obvious she has an extensive UX background and knows how to captivate the audience."

Mike Riva, Intouch Solutions

"This course is a must-attend for anyone who is trying to help their organization navigate the omnichannel journey and buy into the mindset. The omnichannel experience is no longer a nice-to-have. This is becoming the norm so businesses need to hop on this wagon."

Jennifer Freedman, Medline

"Kim is very knowledgeable with the topic not just academically, but in terms of actual experience conducting usability/omnichannel studies. Thank you for the practical tips!"

Grace Steele, SSFCU

"It was a really good course, with the right amount of theory vs practice and exercises."

Justyna Krol, Sonova AG

"This is fantastic and dense. It's like running through a textbook with the author all day. Good. Academic. Not like bootcamps and other conferences. Not conducive to multitasking. Don't try to stay tuned into work or other activities. Way richer if you stay all-in focused. Great."

 

"I loved the ties to actual research. The stats and case studies were incredibly helpful in equipping me to garner buy in from stakeholders."

Timo Loescher, DMI

"I liked the balance between advice to scaling change as well as tactical tools that could help stakeholders visualize what change could look like. It's more about drawing insights but also gathering data and assets to measure impact and change."

Melissa Mendoza, CRITEO, Paris, France

"An amazing course, clearly and inspirationally delivered. Looking forward to using the tools in my company — just what I needed for my role in cross company UX Design and branding. Thanks Kim."

Olga

"The course helped me to structure information about omnichannel strategy and understand some mistakes (lack of knowledge) I made in the past working on omnichannel."

Irina Veligan, Avon

"Helped me a lot to rethink the way I currently address issues to my stakeholders and now I can convince them thinking about the whole customer journey and not just only part of it. Thanks Kimberly for the detailed insight!"

Sandro Fritz, Freelance UX Consultant, Germany

"Really helped me articulate the value of omnichannel."

Joselle Ho

"This course did a great job of forcing us to take a step back and see how our channels might be doing well separately but not as an overall experience for the user."

Lena Stefani, Vline

"Insightful and practical to apply on day-to-day with clients and colleagues of the team. Thank you Kim!"

Oscar Mahr, Capgemini

"Kim is an excellent speaker with an easy-to-follow flow and I love the fact that she brought in a lot of examples from her personal experiences/researches which made understanding the concepts presented more easy and relatable."

Anca, Steelcase, Romania

"Anna's course and 5C-Omnichannel framework would help me a lot in consulting my clients in UX, be it improving existing solutions or building new ones with more seamless customer journeys that are easy and pleasant to experience. The course showcases various digital services as examples to learn from, including real user testing/diary studies videos."

Shalika Hanum, Fincite GMBH, Frankfurt, Hessen, Germany

"Todays course is amazing with lots of interaction and exercises. I loved the way you have done the presentation in a story telling way. Good job."

Neha, Outsystem, Puchong, Malaysia

"I liked the mix of theory and practical tips. The examples helped reinforce my learning. Great course!"

Emily Ong, UOB Bank, Singapore

"Interactive and informative. Pace was perfect. Very motivating. I definitely see myself conduct this EXI on my project when I go back."

Ritiica Goel, Bangalore, Kanartaka, India

"Its awesome! The pace of the speaker is super great. I have learnt and relearnt everything once again."

Andrena, Singapore

"Fabulous course taught by Anna, It really helped in opening up my mental roadmap on how to drive omni-channel experience from a UX perspective."

Asmita Kunwar, Sephora SEA, Singapore

"Gave a great insight on Omnichannel journey and framework."

Michelle Lee, Singapore Pools Pte Ltd, Singapore

"Omnichannel experience is something we always overlook in the design process. things like how to look at the customer journey in a more holistic perspective. This course reminds me that we should take a step back and think about the full journey. Rather than just the digital platforms."

Jacob, GoBear, Singapore

"Love the way you speak. Good pace clear voice. Love also the user diaries example; the videos."

Fransisca Yerg, PT Global Digital Niaga, Jakarta, Indonesia

"I not only gained Inspiration and the insight to make things better- (across all our channels) I enjoyed watching, listening and participating. 'Even' in this Covid 19 environment it felt personally tailored to me, probably because Anna was directly in front me, eye to eye on the screen. :)"

Simon Phillips, Ideasgarden, Edinburgh

"Super interesting course, with a very well structured theoretical framework. Several references and business cases have been enlightening in illustrating the various concepts."

Andrea Snidero, AKQA, Milano, Italy

"The fact that Anna's provided so many real world examples helped a lot! I finally have a plan and a proactive approach on how we can diagnose problems within each channel."

Simina Megyes, Syneto, Romania

"This course really helps to solidify CX strategy into a step by step process that ensures you are considering all aspects of the user journey hollistically. I learned a lot and would recommend it to anyone interested in CX."

Mark J Williams, IBM iX

"Aurora is a compelling and clear presenter! I loved the exercise of breaking down the touch points of a case study and coming up with insights and opportunities. Very inspiring!"

Nicole Leong, Snapfish

"Great course — content is relevant, actionable, and very explanatory. Love how ROI/ baselining was highlighted. Companies are always interested in ROI! Great tie in of UX & business goals."

Amy Tang, CDK Global

"Had so many great ideas to take back to the office after today."

Dan Lincoln Harris, Legal Zoom

"Great course, interesting content that I'll be bringing back to my team. Omnichannel is super important in healthcare!"

Amber Allen, Greenway Health

"I loved the statistics given based on updated research and the ideas to start our (omipres) omnichannel no matter the maturity of the company."

Yolany Abanton, Lourcote Education, Honduras

"This course did a fantastic job of making clear actionable steps that I could take to implement some of these practices at my company I've often been to training / conferences that were focused on high level theory but this course combined theory / thought process w/action."

Meghan Hammond, Vanguard

"I want non "UX" folks in our company to take this... thinking about our Strategy teams, VoC which resides in customer service, etc. You will learn why but also tangibles on HOW! Sometimes in courses you don't leave with the tangibles and I can't wait to chip away at more of this — but whoa is there a lot to chip away at :)"

 

"Anna Kaley's research studies, NN/g case studies, and experiences on the Omnichannel User Experience topic are precious. I can see myself and fellow professionals using this omnichannel framework when evaluating a holistic journey experience within any industry organization."

Deborah, Dagraphix, Arlington,VA

"Amazing instructor. Great energy, took the time and care to respond to every question that came through in the chat."

Marilyn

"I would say NN/g's conference is worth every cent...This is my first conference — I never experienced NN/g 'live' so I have nothing to compare it to ....but I felt zoom enabled me to focus more on the content and the ability to take notes... As for the instructor — Anna was just amazing...her knowledge is vast...she speaks in plain language....she provided real world examples...she was super at managing the flow of chat messages and keeping the pace of topics...the scorecard tool was worth the price alone. The breakout sessions could have been maybe five minutes longer...but other than that it was a great experience. I have four more classes to go — and Anna has set the bar of excellence high...if all NN/g classes are this good...I will devote my all my training funds to attend NN/g events annually...."

 

"This course introduces a new way of looking at a business, from the perspective of the customer journeys. I can see how this can quickly turn into a new way of organizing business teams. Course was informative, interactive and filled with tools you can take back and use right away."

Roxana Patrichi, 2Checkout, Bucharest, Romania

"This course is highly informative with an engaging instructor who is accommodating to all questions. You come away with a good set of notes and resources."

Meredith Culver, TechSmith, Okemos, United States

"This was an extremely beneficial course, and will be valuable as a framework for establishing some direction and consistency between our channels. We can also use the tools in the course to evaluate new channels, and consider looking at the customer experience from a holistic journey perspective."

Candace Belako, UPMC Health Plan, McMurray

"This is a great way to learn how to capture a broad and varied user journey. I know it's focus isn't on the journey mapping itself, but this provided me great experience trying out this process. Thank you for the template!!!"

Hayley Staten, Cerner, Kansas City, USA

"Fantastic course. Really provided awesome templates, tools, frameworks and real-life examples along with exercises to help us understand the concepts so we have the tolls needed to bring this to life in our day to day. Thank you, I really got a lot of value out of it."

 

"This is a wonderful course for any designer and discusses the need of why omnichannnel experiences are vital to any customer experience. It is very engaging and fun to learn about the user's interactions with various channels and devices."

Vamsi Batchu, Truist Bank, Atlanta, USA

"I was worried going into this course that I would have a hard time understanding the materials. All the concepts were new to me and I had no experience of them beforehand. To my relief, Anna was able to provide a course that was highly engaging, explained everything perfectly with many examples and was laced with just the right amount of group work and interaction to keep content fresh and retained in my own mind. Following this I managed to pass the exam with high marks, something that I thought might have been a challenge given the content and my lack of experience - all down to the teacher! Many thanks!"

Rohit Shukla, Black Pepper Limited, LEAMINGTON SPA

"This course was so engaging, and I learned so much - I do not think that any professional that is concerned with the customer experience can afford to miss this course!"

Ted Sly, John Deere and Co., Des Moines, Iowa; USA

"This course was AH-Mazing. Anna did such a great job of bridging a lot of the knowledge that I learned at the beginning of the week into this more holistic view. Given that my role is to evangelize CX, this class really empowered the language I use and refined my messaging in how I would bridge our stakeholders to the customer."

Gabriela Trejo, Seattle, WA, USA

"The course helped me clear my basics on touchpoints, channels and devices, presenting clearly the relationship between them. It gave me a framework to identify the roadblocks or bumps in the users' journey which in turn are delivered by usually fragmented teams responsible for individual channels. The framework helps us adopt a strategy that isn't just based on business goals but also identify and resolve key user painpoints, and thereby meet user needs, delivering a great experiences for users orchestrated by multiple channels. Anna very patiently builds it all up right from the ground level answering questions along the way. The best thing about the strategy is that it provides us the flexibility to zoom into problems at an interaction level in a certain channel and also have an eagle's eye view of the touchpoints across the users' journey helping teams responsible for various channels within the organization rally together towards solving problems at a systemic level. I thoroughly recommend the course for anybody wanting to get their omnichannel strategy right."

Praveen Bandaru, Cognizant, Edinburgh, UK

"This course was incredibly educational, and they provided takeaways to truly help us optimize our company's omnichannel experiences. I recommend people take this course if they are interested in aligning their customer experiences across channels. Two thumbs up!"

Alison C., Lenovo, Morrisville, NC USA

"An indispensable tool to map better the experience in all 3 levels. Highly important to understand all interactions from customers/users on different channels."

Carlos Leon, VMware, Santa Clara

"My favorite course of the conference so far. Extremely contextual - hit my Omnichannel pain points right on the nose, and provided actionable strategies to address. Clear content - activities & peer interactions further help the core concepts to stick. Have already recommended for CX peers."

Rob Ramsay, Kimberly Clark Professional, Atlanta, GA USA

"Every designer should take this course. It helped me to connect the dots on so many levels, to get clarity on why projects in the past didn't go as well, and feel set up for future projects knowing these methods are available to me."

Celia McQueen, DigitalOcean, New York, United States

"Anna was very clear in delivering the course materials. The structure of the course involved both theory and practical where students were able to apply what we just learn and practice them as a group which is a very effective way of learning."

Xavier Ting, Singapore

"The course was great, really insightful, and a lot of real examples were provided to understand the theory. The usage of a framework to go through all the steps of Omnichannel optimization was very helpful.
The practical activities allowed me to understand more the theory and apply it to real case scenarios."

Esteban Angulo, TINYpulse, HCMC, Vietnam

"It is a great introduction and I would recommend it for people who are only starting to use journey mapping. Anna's delivery was excellent, she provided many examples, answered all our questions and questions and was just a great facilitator."

Natalia Khamenskaia, The University of Queensland, Brisbane, Australia

"I'd recommend it since the instructor was able of delivering knowledge seamlessly, would definitely attend another course with her!"

Dima Aburajab, PwC, Amman, Jordan

"Great course, especially for those who are new to omnichannel journey and CX. Personally my work is in CX and I found this course helpful- it reinforced what I have been doing, and I walked away with new insights and tools that would help me do what I do better. Anna is a great trainer with a well structured course and a good balance between lecture and activities. Really enjoyed the discussion and sharing with fellow participants- learning from each other's experiences is definitely a plus point. A wealth of helpful resources was shared which is much appreciated. Do wish we have more time."

Evie, NCS Pte Ltd, Singapore

"I would definitely recommend this course to people. The content was very applicable to a project I am working on currently, which was unexpected. Lots of opportunity to ask questions, great use of breakout spaces."

Lara Trehearne, Library of Parliament, Ottawa, Canada

"This class was very informative and helpful, with real strategies to help me get my organization working on an omnichannel experience."

Jillian Mara, The Community Company, Denver, USA

"I would recommend this course to people who think they know and understand well the omnichannel strategy: especially for them who think they don't need extra knowledge on that topic. That was a true eye-opening for me, I was reading blog posts and articles about it but after participate in this course, I see how to make it happen at work."

C. Gagne, Premier Tech, Riviere-du-Loup, Canada

"This a great course where you learn how to focus more on the user journey rather than on the channels where the customer interaction with the organization takes place. You'll get some powerful examples and insights that will help you better understand how to apply the principles that you'll learn throughout the course. Also you will learn by doing in activities where you'll see how you can leverage qualitative research data to identify friction/ pain points in your customer's journey and then transform that journey into a better one."

Paul Marius Smolenic, Verifone, Bucharest, Romania

"This course is great if you need the basics in omnichannel UX and it gives you tools to communicate and convince leadership about the importance of a holistic experience. I learned so much that can be applicable in many parts of the design process!"

Janet Tang, Lynk & Co design, Göteborg, Sweden

"Great content delivered in a way that lets you reflect on your personal experience. Topics and recommendations are relevant and applicable to my day-to-day work experience."

Lazaro Cangas, Microsoft, Redmond, US

"After this course I have gained so many new insights about customer journeys, and channels and what do pay attention to and how to work on omnichannel maturity. I would recommend this course to every UX designer, project owners and stakeholders. We should stop thinking about creating great user experiences for a specific devices and instead designing great user experiences for all channels in a user journey."

Suyin Diaz, Neofonie GmbH, Berlin, Germany

"Kim is one of my favourite NNg instructors, as her activities are always so hands-on and she provides great case studies and examples that really bring the content to life. The course provided tangible things we can start applying right away, so I am feeling excited to implement these into my workplace. She also provided a helpful reading list and links to further resources, which I always appreciate."

Kate Book, University of British Columbia, Vancouver, Canada

"I loved this course. I would recommend it to anyone. I liked how applicable it was to my work."

Tess Pereira, Booz Allen Hamilton, Vienna, VA, USA

"I think the class was fantastic, putting a framework to what those buzzwords going around."

Maria Franz, SumUp, Berlin, Germany

"The instructor was personable and informative, and the content is very relevant to my work in higher education where we are working to unify service delivery across channels. The class presented excellent tools and concepts I will use. Thank you!"

Angela Thalls, UC Santa Cruz, Santa Cruz, CA USA

"This course is an excellent look into all of the channels people use to interact with organizations. I feel much more prepared to take a proactive approach at user engagement and can now more easily diagnose problems within each channel. Thank you!"

Dave Fels, Muni Code Web