2.00 – 2.30 – Welcome and intro (on-boarding to Miro)
2.30 – 3.20 – An experience that makes a difference
3.20 – 3.30 – Break
3.30 – 4.30 – Principles and guidelines to an excellent customer experience 
4.30 – 4.45 – Introduction to Design Thinking 
4.45 – 4.55 – Break
4.55 – 5.10 – Design Thinking tools: Persona
5.10 – 5.40 – Our persona
5.40 – 6.00 – Wrap up: what we learnt 

2.00 – 2.15 – Intro and kick-off
2.15 – 2.45 – Design Thinking tools: Customer journey mapping
2.45 – 3.35 – Mapping our customer journey and identifying improvement areas
3.35 – 3.45 – Break
3.45 – 3.55 – What is ideation and what is its purpose?
3.55 – 4.35 – Ideation in practice: improving your customer journey
4.35 – 4.45 – Break
4.45 – 5.15 – Designing a solution
5.15 – 5.35 – Presentation of an improved customer journey
5.35 – 5.55 – Wrap up: what we learnt 
5.55 – 6.00 – Training evaluation

2:00 – 2:15 – Intro
2:15 – 2:30 – Origins of Agile
2:30 – 2:50 – Agile vs. Waterfall (Stacey matrix)
2:50 – 3:20 – Agile values and principles with a simulation
3:20 – 3:30 – Break
3:30 – 4:45 – Agile frameworks (intro to Scrum, Kanban, Spotify, Nexus)
4:45 – 4:55 – Break
4:55 – 5:15 – New leadership skills
5:15 – 5:45 – Case study: How can Agile be lived inside the bank?
5:45 – 6:00 – Wrap up: what we learnt