November 8, 2021

12:00 pm to 1:00 pm


Businesses need to implement a multichannel mindset when interacting with their customers.  Customers use multiple channels on a daily basis and expect relevant, consistent experience across all platforms. Join our session with Proto Partners CEO, Damian Kernahan as we look at why customer experience is vital for a business’s success.

Learning Outcomes:

  • What is customer experience design
  • Some case studies of customer centric companies
  • Four things to ensure you deliver improved CX
  • Customers use multiple channels but only one journey
  • Putting theory into practice

Our Presenter

Damian Kernahan

Damian Kernahan believes Branding is the promise you make; Customer Experience is the promise you keep.

To help Australian organisations keep more of their brand promises, as co-founder of Proto Partners, Damian pioneered the introduction of Service Design to Australian business in 2008. Having worked across Australia and the USA in senior marketing and management roles, he combined his MBA studies, his marketing services experience and a deep interest in the power of design to start Australia’s first dedicated Service Design consultancy.

Damian is considered one of Australia’s leading experts on Customer Experience and Service Design having worked with both fast growing and blue chip companies on how to harness the power of design to create intentional service experiences, customers love.

He is an authority on Customer Experience Management, Service Design and Service Innovation

Realise Business | Business Connect | Logo | Sydney

This session is provided through the Business Connect program. Business Connect is a dedicated and personalised NSW Government program that provides trusted advice to help you start, run, adapt or grow your small business.

Media Release

By attending this event you agree that Realise Business may use photographs or video footage taken of yourself during the event for marketing purposes; including DVD production, posting on the Realise Business website, and or social media platforms, or for future Realise Business events.


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