The Experience Gap
Wednesday Webinars
“The Experience Gap” is a monthly 30 minute webinar series exploring how customer experience impacts revenue through conversion, retention, and growth. Hear from the customer experience expert herself Claire and other industry experts to learn how to identify friction across your customer journey and connect CX strategy to your business strategy.
The last wednesday of every month we alternate sessions with a “How To” webinar and a Fireside Chat with a different industry expert on a topic or trend that can improve all businesses.
Next Webinar Session
27th of May – 10:30am AEST
How To: Design a Customer Experience for Gen Z
Gen Z are rewriting the rules of customer experience. With unlimited access to information, near-zero tolerance for friction, and attention spans measured in seconds, traditional CX approaches simply don’t cut it anymore.
In this session, I’ll break down what it actually takes to design a customer experience that captures and keeps Gen Z’s attention. From mobile-first design and instant engagement, to self-serve journeys, authentic reviews, and personalised interactions, you’ll learn how to meet them where they are and remove the barriers that push them away
“How To” Practical Sessions
May 27th, 2026 – The Gen Z Customer Experience Code
March 25th, 2026 – Linking CX to Revenue – FINISHED
Fireside Chat with an Industry Expert
June 24th, 2026 – Frontline Customer Service Recruitment
April 22nd, 2026 – Siân Howatson, AI in CX – FINISHED