Workshop: How to design a customer-centric customer experience

Sep 29, 2023, 9:00 – 10:45 AM

This workshop shows you how to design and build a winning customer experience using service design principles. Having designed and embedded this into our own service provision at BIAS, we have first-hand knowledge of how completing this "unbiased" can lead to better service provision and productisation of services, You won't want to miss this one!


About this event

At BIAS, we have shifted our Go-To-Market to products from services. Acknowledging the shifting landscape of our customers, our goal was to align with our buyer's needs and buying styles. Our research clearly showed the common thread between our marketing, sales, CS and product personas: RevOps, closer team alignment, single source of truth (customer experience platform), and increased revenue. 

We started the process by removing any bias towards our business process. We designed the Service Design Workshop, which we ran internally first to prove it's efficacy and then used to:

- Design products around HubSpot but clearly solve the persona's technical, tactical and cultural change requirements

- Built new messaging frameworks

- Designed a RevOps playbook 

- Built a sales enablement strategy for each product

- Mapped the customer acquisition strategy at a product level from stranger to upsell/cross-sell, including onboarding and service delivery

- Created the marketing and ad campaigns

This workshop will be for those who want to do this internally but don't have the scope, ability or framework to springboard. You must do some homework to participate in the process, so please consider that when you register. To receive your workshop materials, please register here - Don't forget to RSVP above to secure your place

I look forward to helping shape the next stage of your journey




  • Paul Sullivan

    Digital BIAS

    Founder & CEO


  • Paul Sullivan

    HUG Leader

  • Fawn Hudgens

    HUG Support