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Customer Experience Masterclass for Sustainable Businesses

How did unicorns such as Uber, Airbnb or Deliveroo manage to disrupt their markets so quickly? Mainly because they nailed down customer experience – from user-centered design to seamless execution of their service.

So how can low carbon and Circular Economy entrepreneurs learn from this and bridge the huge gap between attitude and behaviour in sustainable consumption?

Customer Experience is the result of a sequence of interactions between a user and an organisation across a variety of channels. Understanding this journey through the eyes of your users and making sure they are engaged, happy and willing to tell others, will help your organisation stand out and thrive.

In other words, seamless customer experience is the best way to drive adoption of sustainable behaviours.

The aim of this hands-on masterclass is to equip you with actionable tools to increase the impact of your B2B or B2C products and services through outstanding customer experience.


By the end of this masterclass, you will be able to:

  • Understand the potential of customer experience to grow your business
  • Use key tools and methods to implement an efficient customer experience across all channels
  • Put together an effective customer experience and marketing plan for your organisation

Training material:

During the training, you will be able to use templates to build your own User Personas, User Journeys and Customer Experience / Marketing plan.

We will also discuss your challenges, case studies and best practices.


Impact Hub Islington -27 Dingley Place, EC1V 8BR London

Your trainer:

Marie Geneste (Zelen Consulting Ltd) has spent most of her career helping blue-chip tech companies on their digital transformation, marketing and customer experience challenges – working both in-house and in agencies.

Combining her passion for user-centered design and sustainability, she also advises green/circular organisations on how to unlock growth through outstanding customer experience.

Her masterclass is packed with real life examples, practical advice, tools and templates.

If you have any questions or would like to run this workshop in-house, please feel free to contact me Marie on [email protected] / +447960286622.

Feedback from previous Masterclass attendees

Dr Linda Hilton, Director @ Energy Local

“What a great masterclass it was, full of really useful insights! (…) It was fabulous to get your input at such a critical time for us”

Sophie Andre, CEO @ Elysia Catering

“I run a sustainable London based catering company. I decided to attend Marie’s customer experience masterclass last summer to get practical tips to convert a list of prospects into clients for Christmas parties. The workshop was very well structured, backed up with facts and figures – we were able to review our strategy and directly implement new ideas to be more efficient in our communications with clients. Marie makes you feel comfortable, you can ask questions specific to your situation and she will help find solutions that are easy to implement. It was very resourceful, I would definitely recommend the workshop!”

Feb 13th
9:30 - 16:00
Impact Hub Islington
Entry fee £87.95

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