Assisted Touchpoint Design Lab gave us language our concierge team actually uses. The escalation simulation felt theatrical but exposed weak spots.
Marin · Partner marketer · 5/5
Channel role design
Assisted Touchpoint Design Lab
Prototype assisted channels—chat, concierge SMS, and partner referrals—with explicit handoffs.
Assisted touchpoints fail when ownership blurs. This lab assigns service design patterns to marketing teams so they can brief CX partners with clarity, including scripts, escalation paths, and measurement hooks that respect privacy.
Logistics
- 3 weeks · live online
- Live online
- Skill focus: Intermediate
- Certificate: Included track
- Tuition (informational): ₩395,000
Responsible instructor
Yewon Ahn
Admissions coordinator ensuring cohorts mix agency and in-house perspectives.
What is inside
- Service blueprint overlays for marketing-led assists
- Script drafting workshop with legal-friendly language tips
- Measurement hooks that avoid over-identifying users
- Role cards for partner teams and SLAs
- Simulation of escalation spikes during launches
- Desk review from admissions coordinator on clarity of briefs
- Toolkit for post-launch retros focused on handoffs
Outcomes you can evidence
- Deliver a blueprint for one assisted journey end-to-end
- Draft partner-ready briefs with escalation paths
- Define two measurement hooks that CX approves
FAQ
We influence briefs and measurement, not HR restructuring. Bring CX partners when discussing SLAs.
Experience notes
Anonymous — appreciated the privacy-first measurement hooks, though modules are dense.
Client in mobility