Each RAC workshop is uniquely customized to meet the specific corporate culture and needs of our clients. Our Cultural Immersions and Customer Odysseys have three distinct steps:
Through our three step approach, workshop participants return to the office empowered with new ideas and fresh eyes for product and service innovation and effective ways to reach new customers and improve the overall customer experience of current customers.
“Voyager” Hands-On Field Immersion: Teams are brought out “to the field” to observe and interact with customers roaming free in their natural settings.
“Basecamp” Brainstorm and Ideation: Teams practice core ethnographic and design thinking techniques to translate field data, identify opportunities and brainstorm solutions.
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Cultural Immersion: During our 1.5-day Cultural Immersion™, teams are immersed in and investigate specific cultural contexts where people live, work, play, socialize, or shop, for better understanding of the customer experience, physical environments, cultural and social contexts, products, services, and people. Teams learn and implement methods that they will incorporate long after the workshops end, including observational research, participant-observation, event analysis, and customer intercepts.
Our immersion workshops provide organizations a passport to discover the culture of the customer for a stronger connection, increased customer focus, and improved service design. Our workshops provide the tools and techniques you need to:
- Transform the way your company connects with the customer & discover opportunities for innovation and growth
- Ignite passion & new thinking throughout your organization about your brand, product, service offerings. and staff development
- See the world of the customer with fresh eyes through the time tested RAC “stop, look, and listen” approach
- Walk in the shoes of others for greater empathy and deeper understanding, and an improved customer journey
- Practice best in class brainstorming & ideation techniques to translate learnings into concrete business action
Cultural Odyssey: Our 3-day Customer Odyssey™ workshop includes the training content and team exercises of our Cultural Immersion and enhances these skills by adding a full extra day and 1/2 for additional field based learning, including Day-In-The-Life and shop-along interviews, data analysis, brainstorming and ideation.
Changing Mindsets: During our 1/2 day Changing Mindsets workshop, teams practice essential concepts and methods from anthropology and human centered design to better understand the customer experience. Participants learn about culture, worldview, context, empathy, and the native point of view, improve listening, interviewing, note taking, and observational skills through interactive team exercises; and learn how to map the customer experience journey.
Think Like a Child: Our 2-hour Think Like a Child workshop offers an overview of key concepts in anthropology and design thinking combined with core team exercises putting these concepts into practice. We focus on the critical importance of maintaining a childlike curiosity about the world, holding our assumptions at bay, and asking the right questions that need to be asked, including “obvious” questions that we often take for granted in our short cut to understanding the customer. Teams come away with a new, fresh perspective that helps lay the groundwork for future innovation.
Rapid Immersion + Odyssey: Our 2-day Rapid Immersion + Odyssey session combines key elements from both Cultural Immersion + Customer Odyssey within a condensed format.