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ICON VIC: How to use client experience and empathy mapping to boost client insights

  • Phillips Ormonde Fitzpatrick Level 16, 333 Little Collins Street Melbourne, VIC, 3000 Australia (map)
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The voice of the client is usually sought by businesses at two main listening posts: at the end of a transaction and as part of an ongoing relationship management plan. While many businesses devote a lot of effort to their client feedback programs, they can be hard to sustain, expensive to conduct, elaborate in their execution and slow to yield results. In this session, you’ll discover alternative ways to gather meaningful insights from clients without busting your budget. In addition, you’ll find out how to use client experience mapping and empathy mapping to guide your approach.

Topics include:

  • A practical five-stage client experience framework that will re-frame marketing, sales and client loyalty actions

  • How to install at least six more ”listening posts” throughout a client journey

  • How to move feedback to the front line of client engagement

  • How to use empathy mapping to inform the questions you ask

Event Details

Date: Wednesday, 5 December 2018 

Time:12:30 pm - 2:00 pm

Location:Phillips Ormonde Fitzpatrick, Level 16, 333 Collins Street Melbourne


  • ICON Member: $77

  • Non-Member: $99

Earlier Event: December 4
Breakfast with Ari Kaplan
Later Event: February 1
Hats & Flats