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Customer Experience Masterclass

Get ready for your CXPA with this 2-day Masterclass!

We organize this Masterclass as an open course, but also host this Masterclass for companies in-house. Are you interested? Please contact Nienke.

 

Come and join us for this brilliant opportunity to grow as a CX leader and prepare for your CCXP exam. You will learn all about the 6 disciplines of the CXPA framework, best and worst CX practices and most important share and learn from your CX peers.
Designed by Rosaria Cirillo and Nienke Bloem, both Certified Customer Experience Professionals (CCXP) this masterclass will provide you with in depth learning, exercises and case studies.

Our new masterclasses will take place on 1/2 February 2018 and 7/8 June 2018.

Running from 9 AM Thursday to 4 PM Friday (including group dinner & overnight staying), our Master Class is really an all-inclusive learning experience, with two days’ full immersion in content, peer exchange and blended learning.

 

Early bird price of 1.495€ for reservation made 30 days before each classFull price 1695€.

 

Food, drinks and overnight stay are included in the price.

Day 1

 

  1. Introductions/expectations

 

  1. Customer Strategy

 

  1. Voice of the Customer, Customer Insight and Understanding

 

  1. Experience Design, improvement and innovation

 

  1. Metric, Measurement & ROI

 

  1. GAME

 

Dinner and overnight stay

Day 2

 

  1. Customer Centric Culture

 

  1. Organisational Adoption & Accountability

 

  1. Role of the CX Professional

 

  1. Personal Action Plan

 

Friday 16:00: time to go home 🙂

So the masterclass in short:

# Learn about the 6 CX Competencies
# Get different insights from CX Best Practices
# Broaden your CX Skills and Grow as a CX Leader
# Connect and learn from customer experience peers
# Make your personal CX Plan to drive business growth
# Learn about the CCXP Exam requirements and be prepared
# Become a CX Professional & accelerate customer happiness

We organiseren deze Masterclass op basis van open inschrijving. Natuurlijk kan Nienke deze Masterclass ook in-house bij organisaties geven. Interesse? Neem dan contact op met Nienke.

 

Come and join us for this brilliant opportunity to grow as a CX leader and prepare for your CCXP exam. You will learn all about the 6 disciplines of the CXPA framework, best and worst CX practices and most important share and learn from your CX peers.

Designed by Rosaria Cirillo and Nienke Bloem, both Certified Customer Experience Professionals (CCXP) this masterclass will provide you with in depth learning, exercises and case studies.

 

Our next MasterClasses will take place on Thursday and Friday 2/3 October and 16/17 November

Running from 9 AM Thursday to 4 PM Friday (including group dinner & overnight staying), our Master Class is really an all-inclusive learning experience, with two days’ full immersion in content, peer exchange and blended learning.

 

Early bird price of 1.495€ for reservation made 30 days before each classFull price 1695€.

 

Food, drinks and overnight stay are included in the price.

 

day 1

  1. Introductions/expectations
  1. Customer Strategy
    • Branding, customer promise, customer charters
    • Customer Experience Frameworks
    • Stakeholder buy in, leadership involvement
    • Internal Communication
  2. Voice of the Customer, Customer Insight and Understanding
    • Collecting solicited and unsolicited feedback
    • Research methodologies
    • Analysing feedback
    • Documenting and sharing customer understanding
  3. Experience Design, improvement and innovation
    • CX Ecosystem
    • Customer Journey Mapping
    • CX Design Process
    • Closing the loop
    • Process improvement methodologies
  4. Metric, Measurement & ROI
    • CX Metrics from several perspectives
    • Building your metric framework
    • Levels of Experience
    • ROI, the business case of Customer Experience
  5. GAME
    • Time to play and learn
    • Methodologies to enhance CX learning in your organization

dinner and overnight stay

day 2

  1. Customer Centric Culture
    • Employee Engagement and Employee Ambassadorship
    • HR Tools to enhance CX
    • Storytelling
    • Awards
    • Engaging strategies
  2. Organisational Adoption & Accountability
    • Employee Engagement and Employee Ambassadorship
    • Alignment with business goals
    • Governance structures of CX
    • Project management of CX Improvements
    • Reporting from the CX Position
  3. Role of the CX Professional
    • Strategies to collaborate
    • Dealing with Customer setbacks
    • How to standout
    • Managing change to grow as a leader
  4. Personal Action Plan
    • Focus on your CX Challenge
    • Strategies for success
    • Co-creation and problem solving by peers

friday 16:00 -> time to go home 🙂

so the masterclass in short:

# Learn about the 6 CX Competencies
# Get different insights from CX Best Practices
# Broaden your CX Skills and Grow as a CX Leader
# Connect and learn from customer experience peers
# Make your personal CX Plan to drive business growth
# Learn about the CCXP Exam requirements and be prepared
# Become a CX Professional & accelerate customer happiness

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