YOU’RE INVITED!
You’re invited to attend our breakfast and workshop in recognition of International Women’s Day on February 25, 2026 at Elm Hurst, Ingersoll. The event takes place from 8 am to11:30. Tickets are $50 and available on Eventbrite.
Join us to celebrate International Women’s Day a bit early! Breakfast and a workshop to help you focus on understanding your customer and meeting them where they are in the business process.
Description of workshop
About Our Presenter
Lisa Grogan — Founder & CEO, Overlap Associates
Lisa Grogan is the Founder & CEO of Overlap Associates, a boutique strategy and experience firm that helps organizations strengthen customer and community experiences through practical, human-centred methods. Over the past decade, Lisa has supported teams to clarify what matters most, understand the people they serve, and turn insights into action. Her work is known for being warm, grounded, and highly practical, with tools participants can use immediately in their business.
Who Should Attend?
Anyone who supports business growth and working together would benefit from this discussion. All are welcome.
Understanding Your Customer: A Hands-On Workshop in Empathy & Journey Mapping
Great customer experiences don’t happen by accident. They’re built through clarity, empathy, and intentional choices.
In this creative, hands-on workshop, participants will learn a repeatable method to understand what customers are truly experiencing at each stage of working with your business, and how to use that insight to improve service, communication, and outcomes. Together we’ll explore empathy as a practical business tool, walk through a customer journey mapping process, and translate insights into realistic next steps.
You’ll leave with a clearer view of your customer’s experience, a customer journey mapping process you can apply with your team, and a set of improvements you can start implementing right away — whether you’re a solo entrepreneur or running a small team.
Agenda
Registration and Breakfast: 8 am
Welcome Remarks: 9 am
Workshop: 9:30 am
Q&A: 11 am
Key Takeaways:
By the end of this session, participants will be able to:
● Use Empathy tools to better understand customer needs, expectations, and frustrations
● Map a Customer Journey and identify the moments that matter most
● Spot pain points, friction, and missed opportunities, and turn them into improvements
● Strengthen the experience across communication, service, and follow-through
● Create a short list of high-impact, realistic actions to improve the customer experience
● Reflect on team dynamics (or personal workflow, if solo) and how they shape customer experience
What to Bring:
Participants are encouraged to bring a recent customer interaction or experience, either from their own business or as a customer, to share as a real-life example during the workshop!
Your questions, curiosity and interest! There will be time for you to ask any questions you may have and opportunities for some small group activities.
Why Attend?
Get Inspired: Understand your customer better and walk away with practical tools to improve their experience; immediately.
Network: Meet like-minded individuals and expand your connections.
Empowerment: Walk away with practical tools and actionable ideas to better understand your customers and enhance their experience.
Improve Clarity: Understand how your internal habits, communication style, and team dynamics (even as a solopreneur) directly impact the customer experience.
Who Should Attend? All are welcome!
Don’t miss this opportunity to step into your customer’s shoes, gain valuable insights, and strengthen the way you serve your clients.
PURCHASE YOUR TICKET:
Tickets are $50 and available on Eventbrite
Sponsored by FirstOntario Credit Union
