• Trends and context
• A framework for agile working
• Reframing business challenges
• Creating a roadmap and vision
• Move faster by being adaptive
• Work collaboratively and under pressure
• Identify and prioritise agile projects
• Putting them into practice
• Identify and liaise with social influencers
• Message amplification through media
• Identifying KPIs for business return
• Segmenting and targeting for success
• Empathy maps for customer types
• Data and tools to validate personas
• Methods to connect with segments
• Build customer journeys
• Analyse gaps and opportunities
• Activities and content to improve the funnel
• Segment audiences for personalisation
• Team innovation and idea creation

This workshop focuses on developing a customer-centric approach to planning communications and marketing, tackling subjects including customer journeys, segmenting audiences for personalisation, and empathy maps for customer types.