Understanding Your Customer: A Hands-On Workshop

About Our Presenter
Lisa Grogan is the Founder & CEO of Overlap Associates, a boutique strategy and experience firm that helps organizations strengthen customer and community experiences through practical, human-centred methods. Over the past decade, Lisa has supported teams to clarify what matters most, understand the people they serve, and turn insights into action. Her work is known for being warm, grounded, and highly practical, with tools participants can use immediately in their business.

Who Should Attend?
Anyone who supports business growth and working together would benefit from this discussion.

ALL ARE WELCOME

Great customer experiences don’t happen by accident. They’re built through clarity, empathy, and intentional choices.

In this creative, hands-on workshop, participants will learn a repeatable method to understand what customers are truly experiencing at each stage of working with your business, and how to use that insight to improve service, communication, and outcomes. Together we’ll explore empathy as a practical business tool, walk through a customer journey mapping process, and translate insights into realistic next steps.

You’ll leave with a clearer view of your customer’s experience, a customer journey mapping process you can apply with your team, and a set of improvements you can start implementing right away — whether you’re a solo entrepreneur or running a small team.

This event is sponsored by FirstOntario Credit Union.

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