THE BLACK HERON GROUP
A one-day executive masterclass on customer experience measurement — the five CX measures, how to build the dashboards, and a live look at the platform that closes the loop. Maseru, 8 October 2026.
REGISTER YOUR INTERESTWhy customer experience belongs on the board agenda, not just the service desk — from someone who has sat in that room.
The five CX measures, what each one captures, and what it means for revenue, retention and cost when it moves.
Building the dashboards that report the five measures, and what goes into designing a survey worth putting on one.
A live demonstration of SurveyCraft: the channels a business can run surveys through, and how a response becomes a flagged case, a routed action and a resolution.
MD-level experience, 20 years on the executive committee — including as Chief Operating Officer and Head of Corporate Business at a major insurer. MBL and a postgraduate diploma in Human Resources Management.
15 years across banking, telecoms and insurance in Lesotho. Leads the main teaching: the five CX measures and how to build the dashboards that report them.
Closes the day with a live SurveyCraft platform walkthrough — channels, and the closed-loop system from response to resolution.
Seats are limited to 25. Tell us who you are and we'll be in touch as booking opens.
Thank you — we've got your details and will be in touch as booking opens for the Lesotho CX Masterclass Series, 8 October 2026. Questions in the meantime? Reach Lerato at leratomphaka@the-bhg.com.