The Employee Experience

The Foundation for Extraordinary Customer Experience

Join us for an interactive learning experience with International Employee Engagement Specialist Christopher Littlefield and CSIA’s Amanda Moroney

If you want to take your customer experience to the next level, you must start by taking your employee experience to the next level! According to Gallup’s 2017 State of the Global Workforce Report, 86% of the Australian and New Zealand workforce is disengaged or actively disengaged. Your team members might be showing up to work, but they are not necessarily working, and some people (you know who they are) might even be encouraging others not to work!

The data reflects a powerful picture: organisations with the highest engagement levels have 10% higher customer service metrics, are 17% more productive, have 21% more sales and are 24% more profitable. Furthermore, these organisations also see their absenteeism go down by 41% and turnover decrease by as much as 54%. Stop losing key employees by learning to build and maintain an employee experience your people love!

Learning Outcomes

After completing this full-day workshop, participants will

  • Gain a new depth of understanding of the link between Employee Experience and Customer Experience
  • Learn how to analyse your organisation’s current Employee Experience (or lack thereof) and identify key opportunities for enhancement
  • Learn how to adopt an “Employee Experience Mindset” — stop putting out fires and start addressing big picture culture problems
  • Walk out with tools and resources to guide your team/organisation in a process to more consciously craft and implement a unique Employee Experience for your organisation
  • Leave with an abundance of tried and tested, no or low cost, ideas and resources to implement immediately in every stage of the employee experience.

In this one-day interactive workshop, we’ll share the latest findings from the world of employee engagement along with key lessons learned from Chris’ work with organisations around the globe. You’ll learn how to analyse your organisation’s people strategy (or lack thereof!) and begin to identify key opportunities for enhancement.

We also explore the employee experience journey (job postings, application, interview process, on-boarding, first 90 days, one-to-ones, yearly review, years of service, retirement) and collectively map the employee journey around the room. As the journey takes shape, the group will share personal experiences and best practices.

Building on the collective wisdom of the group, Chris will share an abundance of tried and tested, no or low cost, easily implementable ideas and resources that you can take back and implement immediately. Each participant will leave this workshop with a concrete action plan and resource pack, summarising collective ideas generated by the group. Most importantly, you will learn how to guide your own team through a similar process.

Whether an organisation of ten or thousands, take the opportunity to step away from your never-ending to do list, and make time to take care of your biggest asset...your people!

Who is this program for?

This program is designed for customer experience professionals responsible for managing teams, human resource managers, and executive managers who are keen to understand how to create great employee experiences that have real impact.

Your Facilitators

Christopher Littlefield, AcknowledgmentWorks

Headshot of Christopher Littlefield

Chris is an International and TEDx speaker specialising in employee engagement. From the Lebanese Postal Service to the United Nations, he has trained thousands of leaders around the globe in how to ensure their employees feel valued everyday.

Amanda Moroney, CSIA

Headshot of Amanda Moroney

Amanda is committed to creating positive workplaces through programs and initiatives that focus on employees as people and their experience within the work environment..

Key Takeaways

  • Program Workbook

    A printed hard copy of the program workbook to use as a reference back at work.

  • Employee Experience Activity

    Everything you need to facilitate an Employee Experience Mapping and Planning Activity back with your team.

  • Leadership Tip Cards

    Wallet-sized cards that can be taken out during team meetings and in one-on-ones for a quick refresher!

  • PDF copy of the PowerPoint

    A PDF soft copy of the PowerPoint to use as a reference once back at work.

Full day workshop

Date Thursday, 9 May 2019
Delivery Classroom – Face to face
Location Level 28
161 Castlereagh Street
Sydney, NSW 2000
Duration 9am – 5pm
(incl. GST)
Early Bird
(Book before Friday, 5 April 2019)
CSIA member
Includes morning tea, lunch and afternoon tea

Find out more

Discounts are available for bookings of three or more people.

Register now

To explore how our program could benefit your organisation, contact us on 1300 912 700 or

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.