One of the ways to learn more about customer experience is to follow our 2-day CX Masterclass. The masterclass is designed for those wishing to develop their understanding of best practice disciplines, tools and frameworks being used successfully in Customer Experience around the globe. Marleen and Gayana are trained to give this training by Ian Golding, well known worldwide for his great achievements in CX as well as his book -Customer What? The honest and practical guide to customer experience- (read more about Ian).
The programmes are developed to do two things: firstly, to give you the skills, knowledge and confidence to lead a successful customer agenda in your own business; and secondly to deepen your understanding of the key CX competencies, also needed to pass the CCXP exam. All graduates of the course will be given case studies, exercises and stories that bring to life the skills needed to succeed as a CX professional.
CX Professional Masterclass:·
Will help develop all delegates knowledge on Customer Experience
Have practical and interactive tasks throughout the two days
Have practical examples on how to improve your business
Provide extensive guidance on how to succeed with the CCXP Certification Process and exam
Will teach you about 6 key CX competencies
Is developed in close collaboration with CX Expert Ian Golding.
Options The 2 day CX Masterclass comes in two versions: 1) in-house and 2) open registration. The first version is a masterclass based on the same framework but especially designed for your company with industry examples and according to specific company needs. The open course is accessible for people from different companies and backgrounds.
Both versions are provided in English or Dutch. We prefer to work with a maximum of 15 participants.
Location and timing Location of the Masterclasses is Randstad. Starting and end time: 9AM-5PM on both days. We also provide fully online masterclasses.
Dates
May 2021 (location TBD later due to COVID)
Inhouse masterclasses on request.
Register for a masterclass via the 'Contact & Registration' page Are you interested in joining in a weekend, please let us know!
Pricing Early Bird Per participant 950€ + VAT (sign up 2 months before start)
Basic Per participant 1050€ + VAT
The price includes the 2 days attendance fee as well as lunch when on location. The pricing is available only for a limited time or as long as there are available seats.
Agenda The agenda of het Masterclass is the following:
DAY 1 1. Introductions and expectations 2. The role of the Customer Experience Professional · Leading the customer agenda · Influencing with credibility · CXPA’s Competencies for the CCXP accreditation 3. CX as a tool for transformation · Evolution of the organisation’s CX maturity · Why it’s important · Commercial benefits of CX 4. CX as a tool for transformation · Customer strategy examples · Customer Experience frameworks · Evaluating your customer strategy 5. Brand Proposition · What is it and why is it important? · Being clear about the brand promise · What makes a brand proposition DAY 2 1. Customer-centric culture · Characteristics of customer-centric organisations · What should customer-centric leaders be doing? · Employee experiences 2. Who are your customers? · The flaws in traditional segmentation methods · Creating customer personas · Using personas to influence 3. Customer empathy · What is empathy and why is it important? · How to think like your customers think · The role of storytelling 4. Customer journey mapping · The principles of mapping customer journeys effectively · Keeping it simple and actionable · Prioritising the most important things 5. Measurement · Measurement principles · Aligning the voices of your customers, people and processes · Know what your priorities are 6. Action planning · For you personally and your organization · A framework for managing what happens next · Keeping up the momentum
