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Agile awesomeness,  experience mapping

27 November 2019, Antwerp

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WHAT is this training all about?

The Agile mindset is about creating value. But how can you make sure you create and deliver the right value? That is what you will learn in this one-day workshop!

We will dive into the theory and practice of “Experience Mapping”: how to design and create amazing Customer/Employee Journeys.

First, you will learn the importance of Empathy and the what and how of creating a Value Proposition.

In the second half of the workshop, you will get even more practical by designing a customer or employee journey. You will get to know about the technique of Services Design and use the Service Blueprint tool.

This training will help you answer questions that relate to people’s experience interacting with a particular service: What should the customer’s experience be like when using this service? What should the employee experience be when providing this service? How does a company stay true to its mission and remain relevant to the customer at the same time?

At the end of this workshop, you will be able to use Experience Mapping in your day-to-day job. This will give you benefits when you want to identify strategic opportunities, define pain points for customers or employees, generate more innovative ideas and to work in an Agile way.

The workshop is given by Gustavo Couto. He is not only an inspiring trainer, but also a true Subject Matter Expert. Among his global and local clients are Heineken, Uber and Komatsu, for which he has been a Strategic Consultant and Customer Experience Advisor.

Example topics covered during the training

How to connect with customers and discover the real problems they are struggling with.
Tools: Personas and Empathy Map

How to define the customer’s needs and the jobs he needs to finish.
Tools: Value Proposition Canvas

Customer Journey
Method to understand your customer experience and find gaps to improve and opportunities to innovate.

Experience Mapping
Learn how to use the Service BluePrint integrated with the Customer Emotional Map.

A lot of real-life examples focusing on how companies use customer experiences to develop new products and services.

This course is for …
  • Progressive leaders and managers
  • Agile Coaches, Scrum Masters, Product Managers, Project Managers and Agile Practitioners
  • Organisational change agents, consultants and HR.

Practical details

1-day training

Price : 295 euro

Prices excl. VAT, incl. snacks, lunch and coffee
You can pay with ‘KMO Portefeuille’ if you meet the requirements.

Language: English

Location: De Winkelhaak, Antwerp

Book now!

What are previous participants saying?

Gustavo has a unique ability to conduct training, has solid management skills at different levels of knowledge, always with drive to encourage self-knowledge. I had the opportunity to participate in a training given by him. This is an extremely skilled Professional, where he conducted the training stages very calmly and attentively, responding promptly to all requests and questions of the participants. Congratulations and thank you for sharing your knowledge with all Bradesco Cash Management teams..
Regional Sales Manager, Cash Management Large Corporate | Bradesco

I had the opportunity to study with Gustavo in Stanford and we have also developed some professional activities together. Very professional, performs beyond the commissioned, always willing to adapt their methods to the needs of their customers and very proactive in finding solutions.
Hedryk Daijó, Innovation Manager

Gustavo is a great team player, we worked together at Vale and he was always very eager to help the other team members, learn from theirs experiences and make sure they were doing great at Vale. Besides, Gustavo is the kind of professional that is always looking at the new trends so he can bring something new to table to share with his colleagues. It was an amazing experience working with Gustavo
Marcelo Coelho de Sousa, Head of Operational Excellence

Gustavo Couto has a unique talent for building training, and a lot of creativity for the integration of its participants. Their insatiable hunger for books and their ability to process information gathered in them give them insight into how to bring innovation to individuals’ thinking and business processes.
Michael Zemlenoi, Business Development

Meet the trainer

Gustavo Couto

Gustavo Couto

Gustavo Couto is an engineer by education, consultant and instructor by profession. At the beginning of his professional life, he had the opportunity to work in large companies and with leaders from different countries. It was during this trajectory that he found his passion: to inspire and empower people

A few years ago, he decided to quit a steady job to follow his dream: to structure a consulting firm that could bring innovation to Brazil and empower more people from different walks of life and background, all over the world.

Gustavo is a keynote speaker, MBA Professor and the author of “Essential Guide for New Entrepreneurs”. In his work, he focuses on innovation, agile, design thinking, management, and people development. He built his expertise in companies located all over Brazil and abroad.  Among his global and local clients are Heineken, Uber and Komatsu, for which he has been a Strategic Consultant and Customer Experience Advisor.


Prices excl. VAT, incl. snacks, lunch and coffee
You can pay with ‘KMO Portefeuille’ if you meet the requirements.

€ 295


Antwerp, Belgium

Lange Winkelhaakstraat 26


Cancellation policy

You can transfer your booking free of charge to a colleague. Please let us now in advance.

We reserve the right to postpone or cancel this training if there are insufficient registrations. In this case, you will be offered an alternative date or a full refund. We will not be responsible for any other costs incurred.


Join the Agile awesomeness, Experience mapping training