Learning Services
Sage Learning
We believe learning is a life-long pursuit. Through Sage Learning, we use our real-world experience to equip people with the skills and knowledge to help them create valuable and enduring change.
We offer learning programs with topics relevant to the role you are playing in transforming your company- from Board members and executives, through to staff who are creating and delivering the change initiatives.
Learning Solutions by Audience
For Service, Design and Project Professionals
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In this one-day course, we provide an overview of customer experience (CX). We provide practical examples, tools and techniques to help you understand your customer and the role of CX in your everyday work.
In this session, we will cover:
Customer experience, vs other design disciplines (service design, UX, etc).
The link between outcomes and experience
How to ensure you’re working at the right level the problem you’re trying to solve
Examples of approaches and techniques for different purposes
The role of customer segmentation in personalisation
Customer journey mapping
How you can work with other design disciplines to get the help you need
Questions you should expect from leaders and how to answer them
How you can apply this knowledge practically:
Identifying problems and opportunities related to your current customer experience
Identifying potential customer journeys you need to understand for new products and offerings
Being able to educate leaders and other stakeholders about the role of CX and associated techniques
Beveloping suitable approaches to understand and address issues related to low demand, poor customer retention and more.
Duration: 1 day
Price: AUD $900 + GST
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In this session, we provide an overview of service design. We provide practical examples, tools and techniques to help you understand your customer and the role of service design in your everyday work.
In this session, we will cover:
Service design vs other design disciplines (i.e. customer experience, UX design, etc.)
How service design can be used (what problems can it address vs those it can’t)
How to ensure you’re working at the right level the problem you’re trying to solve
Examples of approaches and techniques for different purposes
Customer journey mapping
How you can work with other design disciplines to get the help you need
Questions you should expect from leaders and how to answer them
How you can apply this knowledge practically:
Identifying problems and opportunities related to your current customer experience
Identifying potential customer journeys you need to understand for new products and offerings
Being able to educate leaders and other stakeholders about the role of SD and associated techniques
Duration: 1 day
Cost: AUD $900 + GST
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Using our extensive experience in change management, we have designed this program to equip people on the ground with the tools, techniques and knowledge they need to manage change.
In this course, we cover:
The role of change management in modern projects and programs
Ways to think about change in an organisation and how to assess potential impacts
Working with stakeholders on gaining acceptance (or championing!) for change
The importance of communicating during periods of change
Real-world examples of change management we have undertaken and how we prevented and solved problems along the way
Things to consider and look out for which can derail or impact change in an organisation.
How you can practically apply this:
Defining change management strategies for projects and change initiatives
Analysing potential change impacts to staff and customers and defining ways to address them
Developing change initiative budgets
Undertaking risk management activities for the organisation and/or individual initiatives
Communicating with leaders, stakeholders and your peers about change management
Duration: 1 day
Cost: AUD $900 + GST
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This training course designed to help project teams understand different types of change and how to prepare for success.
In this session, we will cover:
Different types of change and how you can identify the right approach for your purpose
Ensuring your initiative is linked to the right outcomes
Identifying and managing stakeholders for change
How to identify potential problems ahead of time
Roles and competencies in change
Lessons we have learned in change initiatives, including strategies you can use to address them.
Questions you should expect from leaders and how to answer them
How you can practically apply this:
Scoping and prioritising projects and change initiatives
Planning and delivering on change initiatives
Defining change benefits and how to measure them
Identifying and managing organisational and project risks
Conducting project assurance reviews
Communicating with leaders, stakeholders and your peers about your change initiative
Duration: 1 day
Price: AUD $900+ GST
For Leaders, Executives and Board Members
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This course designed to prepare leaders and board members for change and transformation.
In this session, we will cover:
Different change channels across modern enterprises
Planning processes
Pace of change
Linking initiatives to outcomes
How to prioritse initiatives (and how to spot possible problem projects)
Approaches to change
Roles and competencies in change
Things to be aware of as a leader and the questions you will want to ask.
How you can apply this knowledge practically:
Preparing and planning for change and transformation
Creating an organisation which supports ongoing change and innovation
Executing and managing change and transformation programs
Navigating change challenges
Communicating and educating your board and peers about your initiatives.
Duration: 1 day
Cost: AUD $1250 + GST
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In this session, we demystify customer experience and provide practical examples of how customer experience works for different purposes.
In the session, we will cover:
The role of customer experience, vs other design disciplines (service design, UX, etc).
Alignment of design efforts to your strategic initiative
Customer outcomes and benefits
Techniques and competencies for design
What you should expect to see for different types of initiatives
Questions you’ll need to ask your designers
How you’ll be able to practically apply this:
Aligning your customer measures to your organisation’s strategy
Defining and scoping CX initiatives with your teams and portfolio planning
Directing and managing design efforts to achieve the outcomes you need
Evaluating and reviewing CX outputs (e.g. journey maps, reports, etc.)
Educating and communicating with stakeholders, peers and your Directors about the role of CX.
Duration: 1 day
Cost: AUD $1250 + GST
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In an era where data and insights have never been so important, it can be hard to catch up with the evolving landscape of data.
In this session, we will cover:
How data is captured and stored across modern enterprises
How you can build a collaborative data culture with experts from across your organisation
How to begin taming the data ‘beast’ and preparing for change
Roles and responsibilities in relation to data in modern enterprises
Using data for different purposes
Emerging toolsets you may be able to use in your organisation
How you can apply this practically:
Understanding and planning for your organisational data maturity journey
Communicating and educating your teams, peers and leaders
Identifying where your organisation is today in terms of its data maturity
Defining and implementing data governance
Completing initiatives designed to increase your organisation’s data maturity
Duration: 1 day
Cost: AUD $1500+ GST
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Have you ever reached the end of a project and thought the solution looks completely different to what you asked for? It’s a problem we find many leaders face from time to time.
In this half-day workshop, we’ll cover:
How to define your intent for change
Techniques to help your teams understand your intent
The Google translate of change- to help you cut through the never-ending cycle of methodologies
How you can apply this practically:
Planning for and initiating change projects and programs
Working with different teams to define goals and objectives
Directing and coordinating work across multiple areas
Duration: 1/2 day
Cost: AUD $300 + GST
Learning solutions by industry
Financial services
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In this session, we provide a deep dive into the role of customer experience in financial services.
In doing so, we are aiming to accelerate your familiarity with customer journeys related to financial services.
In this one-day session, we cover:
The role of customer experience, vs other design disciplines (service design, UX, etc).
Customer context for financial services
Understanding how customer experience can and cannot achieve specific outcomes
Common challenges and blockers for customer experience, including designing within a regulatory environment.
Examples of different initiatives which involve customer experience
An overview of the ‘gotchas’ of design in financial services
Questions you should expect from leaders and how to answer them.
How you can apply this practically:
Identifying priority areas for CX initiatives for your organisation
Planning for discovery and design initiatives, including business case development
Working with your risk and regulatory areas to achieve outcomes which meet your obligations and achieve customer and organisational ‘wins’
Defining and measuring outcomes related to your CX initiative
Educating your peers, stakeholders and leaders about the role of CX
Working with your design colleagues to define how your teams connect and can work together to achieve shared goals
Duration: 1 day
Cost: AUD $950+ GST
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In this one-day course, we provide an overview of service design in the context of financial services. We provide practical examples, tools and techniques to help you understand your customer and the role of service design in your everyday work.
In this session, we will cover:
Service design vs other design disciplines (i.e. customer experience, UX design, etc.)
Customer context for financial services
How service design can be used (what problems can it address vs those it can’t)
How to ensure you’re working at the right level the problem you’re trying to solve
Examples of approaches and techniques for different purposes
Customer journey mapping
How you can work with other design disciplines to get the help you need
Questions you should expect from leaders and how to answer them
How you can practically apply this knowledge:
Working with your project/portfolio areas to define the right time for Service Design to be utilised in a project/program
Scoping Service design initiatives
Identifying the right techniques required to address key problems
Completing service design initiatives, such as customer journey mapping, blueprinting and more
Educating other teams, your peers and your leaders about the role of service design
Defining ways of working with other teams and disciplines across the organisation to achieve shared goals
Duration: 1 day
Cost: AUD $900 + GST
Human services (Not for profit)
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In this session, we provide a deep dive into the role of customer experience in not-for-profit organisations.
In doing so, we are aiming to accelerate your familiarity with customer journeys related to services such as disability services, aged care, carer support and mental health.
In this one-day session, we cover:
The role of customer experience, vs other design disciplines (service design, UX, etc).
Customer context for human services
Understanding how customer experience can and cannot achieve specific outcomes
Common challenges and blockers for customer experience, including designing within contractual or program constraints
Examples of different initiatives which involve customer experience
Practical considerations for achieving the experience you are aiming for.
Questions you should expect from leaders and how to answer them.
How you can practically use this knowledge:
Defining and scoping your CX initiatives
Using relevant techniques to address the challenge or objectives you have set
Working with your funding agency and demonstrating value and innovation
Identifying and measuring outcomes related to improvement initiatives
Designing and developing your customer insights program
Educating your peers, leaders and stakeholders on the role of CX in delivering human services
Duration: 1 day
Cost: AUD $850+ GST
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In this course, we provide an overview of service design in the context of human services. We provide practical examples, tools and techniques to help you understand your customer and the role of service design in your everyday work.
In this session, we will cover:
Service design vs other design disciplines (i.e. customer experience, UX design, etc.)
Customer context for human services
How service design can be used (what problems can it address vs those it can’t)
How to ensure you’re working at the right level the problem you’re trying to solve
Examples of approaches and techniques for different purposes
Customer journey mapping
Questions you should expect from leaders and how to answer them
How you can practically apply this knowledge:
Working with your project areas to define the right time for Service Design to be utilised in a project/program
Scoping Service design initiatives, including connecting Service Design to CX and policy efforts
Identifying the right techniques required to address key problems
Completing service design initiatives, such as customer journey mapping, blueprinting and more
Educating other teams, your peers and your leaders about the role of service design
Defining ways of working with other teams and disciplines across the organisation to achieve shared goals
Duration: 1 day
Cost: AUD $850 + GST
Government
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In this session, we provide a deep dive into the role of customer experience in the context of government policy.
In doing so, we are aiming to help you understand how you can link your outcomes to the experience you are designing.
Topics we will cover include:
The role of customer experience, vs other design disciplines (service design, UX, etc).
Customer context for human services
Understanding how customer experience can and cannot achieve specific outcomes
Customer journey mapping
Customer segmentation
Examples of different initiatives which involve customer experience
Practical considerations for achieving the experience you are aiming for.
Common challenges and blockers for customer experience, including designing within government constraints
Questions you should expect from leaders and how to answer them.
How you can practically apply this knowledge:
Planning your policy initiative, including developing a suitable scope with the right techniques
Communicating with other policy makers, stakeholders and your executives/Ministers
Developing business cases and outcomes frameworks for your policy
Conducting research and co-design initiatives
Building capabilities to support your policy outcomes
Working with other design professionals and teams to define how your work connects to turn design into reality.
Duration: 1 day
Cost: AUD $950+ GST
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In this session, we provide an overview of service design in the context of government services. We provide practical examples, tools and techniques to help you understand your customer and the role of service design in your everyday work.
In this session, we will cover:
Service design vs other design disciplines (i.e. customer experience, UX design, etc.)
Customer context for government services
How service design can be used (what problems can it address vs those it can’t)
How to ensure you’re working at the right level the problem you’re trying to solve
Examples of approaches and techniques for different purposes
Customer journey mapping
Questions you should expect from leaders and how to answer them
How you can practically apply this knowledge:
Working with your policy areas to identify where Service Design is required
Scoping Service design initiatives
Identifying the right techniques required to address key problems
Completing service design initiatives, such as customer journey mapping, blueprinting and more
Educating other teams, your peers and your leaders about the role of service design
Defining ways of working with other teams and disciplines within and across departments and agencies to achieve shared goals
Duration: 1 day
Cost: AUD $950 + GST
Need a personalised or private course?
We can tailor a learning solution for your organisation to cover a mix of topics relevant to your needs.
We can also undertake private group sessions if you would prefer.
Get in touch using the methods below and we’d be happy to discuss how we can help.
Why choose Sage Learning?
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Backed by real experience
A key differentiator of our learning programs is the real-world insights and experience every program contains.
In each of our courses, we share over 50 years worth of experience from our team, including:
how to achieve practical outcomes
knowing what ‘good’ looks like
navigating politics and stakeholder expectations
how to anticipate and recognise emerging challenges.
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Tailored by sector
We recognise how different business and customer problems can be across different sectors.
Our experience spans a range of industries. We can offer tailored content for a variety of industries to accelerate your ability to apply your learning.
We offer industry specific content for:
financial services
not-for-profit sectors
government
healthcare
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Ongoing support options
While we cover a lot during our courses, we know that things can come up when applying what you’ve learnt.
For this reason, we offer flexible mentoring and advisory services.
We can:
review artefacts, such as customer journey maps and offer advice regarding improvements and issues
discuss scenarios and offer options on how to proceed
Our upcoming courses
February 2, 2023
Brisbane, QLD
This course is designed to prepare leaders and board members for change and transformation. In this session, we will cover:
Different change channels across modern enterprises
Planning processes
Pace of change
Linking initiatives to outcomes
How to prioritse initiatives (and how to spot possible problem projects)
Approaches to change
Roles and competencies in change
Things to be aware of as a leader and the questions you will want to ask.
Duration: 1 day
Price: AUD $1250 + GST
Scan the QR code or click the button to book your spot!
Change and Transformation Essentials
Leaders and Board Members
February 23, 2023
Brisbane, QLD
In this session, we provide a deep dive into the role of customer experience in financial services. In doing so, we are aiming to accelerate your familiarity with customer journeys related to financial services.
In this session, we will cover
The role of customer experience, vs other design disciplines (service design, UX, etc).
Customer context for financial services
Understanding how customer experience can and cannot achieve specific outcomes
Common challenges and blockers for customer experience, including designing within a regulatory environment.
Examples of different initiatives which involve customer experience
An overview of the ‘gotchas’ of design in financial services.
Duration: 1 day
Price: AUD $950+ GST
Scan the QR code or click the button to book your spot!
Customer experience for financial services
Can’t make it in person?
Our programs are currently offered on an in-person basis. It’s great to get out of our houses and offices in the post-COVID era. It’s also a valuable way to engage with other professionals and provides an immersive learning experience. But we know it’s not always possible.
So if you would prefer an online format for one of our courses, get in touch and we can make an online version available for you.
Still haven’t found what you’re looking for?
We’re always building our own knowledge and expanding our library of resources.
If there’s something you were hoping to learn and would like to know if we can help, get in touch and we’ll do our best to help (or point you in the right direction if we can’t).
