Humanising Communication & Increasing Client Interaction in an Automated World

Tuesday, 06 October 2020
1:00 pm – 2:00 pm
    • Jeff Heasman MABP, PGCert CELTA, LL.B (Hons), LL.M, Trainer and Consultant

About the Session

In a business landscape that is becoming increasingly automated and in which interaction with clients is becoming less, it is more important than ever to understand the importance of client 'touch-points' and how to make to the most of them. Furthermore, the ability to humanise interaction and communications and so enhance the client journey to create a win-win situation for businesses and clients. The modern-day client expects services and not just products.

Learning Objectives

By the end of the session, participants will be able to:

  • identify opportunities to create 'touch-points' in the customer journey
  • understand the need to have a strategy for smarter and more human communication with clients when the opportunities arise
  • apply the skills taught to provide an overall service and not just a product

This seminar will be held remotely via Zoom. Details will be confirmed upon booking.


This is a joint event with the Norwich institute and is therefore bookable via their website at or by clicking here.

CII Accredited

This demonstrates the quality of an event and that it meets CII member CPD scheme requirements.

1 hour's CPD can be claimed for this event if relevant to your learning and development needs.

It is recommended that you keep any evidence of the CPD activity you have completed and upload copies to the recording tool as the CII may ask to see this if your record is selected for review. Details of the scheme can be viewed online at