Customer Experience Training

Customer Experience Masterclass (2 days): powered by Wow Now, presented by Rosaria Cirillo and Nienke Bloem

June 7-8, 2018 – The Netherlands

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 practises and most important share and learn from your CX peers. Designed by Rosaria Cirillo and Nienke Bloem, both Certified Customer Experience Professionals (CCXP) & Authorized Resource Trainer (ART) by CXPA, this masterclass will provide you with in depth learning, exercises and case studies.

Our next 2018 dates: 7-8 June (at Inntel Hotel Zandaam) easily reachable from Schiphol Airport, Netherlands! Sign up below or here!  Early bird price of 1.595 for reservation made before May 7, 2018Full price €1.795. Running from 9 AM day 1 to 4 PM day 2 (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. Food, drinks and overnight stay are included in the price. To guarantee best learning and peer to peer exchange, our masterclass has a maximum of 12 participants, with no more than 2 delegates from the same company.

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

Since July 2017 CXPA has proudly expanded the list of new CCXP testing centers! There has been a major addition of locations, especially in Europe, with 1 exam center in Amsterdam, 4 in Germany, 3 in France and 2 in Italy!!! Check out the full new listing of centers here or start your application here

Registration form for 2018 CX Masterclass dates

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Masterclass Agenda

Day 1

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

Dinner & overnight stay (included in pricing)

Day 2

  1. CX Discipline: Customer Centric Culture
    • Employee Engagement and Employee Ambassadorship
    • HR Tools to enhance CX
    • Storytelling
    • Awards
    • Engaging strategies
  2. CX Discipline: Organisational Adoption & Accountability
    • Alignment with business goals
    • Governance structures of CX
    • Projectmanagement 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

A glimpse of the CX Masterclass June 2017

NPS & more CX related trainings: Coming in 2018!

NPS and additional training classes are in the planning for 2018! If you would like to contribute to our training planning with your needs & wants, take our short survey here 

If you would like to receive specific updates about our training classes sign up here for a dedicated newsletter (no more than a monthly issue).

If you would like to know more about the in-company trainings we offer on request check our services here

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