The Human Experience: Drive Growth with a Customer-Led Approach

1-Hour Master Class with John Sills, Managing Partner at The Foundation, and Author of "The Human Experience"

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In this Master Class, you will:

Get excited to bring humanity back into your customer experience. In the rush to perfect functional experiences, many organizations have lost what matters most—genuine human connection. It’s no surprise that 85% of customers now feel brands are impersonal, and 83% believe they’re being taken for granted. This Master Class will show you how to create experiences that feel personal, authentic, and memorable.
Make yourself invaluable by understanding what customer-led organizations do differently. Backed by research from his Leadership Book of the Year, The Human Experience, John Sills will share why loyalty is a myth, how over-reliance on feedback surveys backfires, and what customers actually expect to see from the brands they trust.
Gain confidence and credibility as you discover how small changes in culture and behavior can have a massive impact. You’ll explore real-world examples, from Swiss trains to call centers that actually get it right, and walk away with practical strategies to design experiences that feel as good as they work.

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You'll learn from the best:

John Sills: Managing Partner at The Foundation and Author of The Human Experience.

Your Speaker and Industry Expert

John Sills is Managing Partner at the customer-led growth consultancy, The Foundation, and author of Leadership Book of the Year 2023, The Human Experience.

25 years ago, he started his career on a market stall in Essex, and since then has worked in and with companies around the world to make things better for customers. He’s been in front-line teams delivering the experience, innovation teams designing the propositions, and global HQ teams creating the strategy. He's been a bank manager during the financial crisis (not fun), launched a mobile app to millions of people (very fun), and regularly visits strangers’ houses to ask very personal questions (incredible fun). Before joining The Foundation, John spent twelve years at HSBC, latterly as Head of Customer Innovation. His first book on the topic - The Human Experience - was published by Bloomsbury in February 2023, and his writing has been featured in The Guardian, The FT, and Management Today.

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Design skills are valuable for both you personally and for your company.

For you personally, design skills are important because:

Design roles are growing faster than average. The World Economic Forum ranks human-centered design among the fastest-growing skill areas through 2030.
Employers increasingly expect design skills across roles, not just from designers. Knowing design thinking, user research, or UX principles makes you more competitive in any field.
Designers who combine human-centered skills with AI expertise are in especially high demand.

For your company, design skills are important because:

Design skills help your team increase sales, retain customers, and improve customer satisfaction. Better customer experiences lead directly to better business results.
Companies that invest in design outperform the S&P 500 Index by 228% (Design Management Institute, Design Value Index).
Design is more than aesthetics. It's how teams make products easier to use, services more efficient, and technology more human. These skills create value across every department.

Design and tech skills can open up career opportunities.

For example, if you're in a field such as:

Marketing, communication, HR, software development, customer service, business management, healthcare, teaching, and many more.

Why can design skills make you valuable in these jobs and industries?

That's because:

Design skills help your team increase sales, retain customers, and improve customer satisfaction. Better customer experiences lead directly to better business results.
Companies that invest in design outperform the S&P 500 Index by 228% (Design Management Institute, Design Value Index).
Design is more than aesthetics. It's how teams make products easier to use, services more efficient, and technology more human. These skills create value across every department.

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Our courses, master classes, and career programs cover everything from the fundamentals to advanced topics.

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You can enjoy your Master Class on-demand at any time, anywhere. Watch it as many times as you want.

Great news! We've got you covered.

When you sign up for the live Master Class, you'll automatically receive the link to the recording a few hours after the live event ends.

A few days later, the on-demand Master Class will show up on your private profile page if you're an IxDF member. If you're not a member, you'll receive your recording by email.

You can enjoy your Master Class on-demand at any time, anywhere. Watch it as many times as you want.

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