Are you relentlessly trying to improve Customer Experience to ensure business growth?
Perhaps your initial CX efforts are paying off? Customer loyalty and word of mouth have increased, and revenues are just fine. You have shifted your company from product-centric to customer-centric, yet there is still something missing.
How can your company achieve “remarkable” results while your employees feel that they make a meaningful contribution to a better world?
Does this sound interesting? Find out how I teach Happiness Driven Growth in Business.
After 20 years of CX Management, advisory experience, research, and surveys comments analysis, here’s my answer:
✔ Your company can be remarkable by embracing the “Happiness Driven Growth” Model!
✔ You can enable human-to-human interactions which are fulfilling.
✔ You can design and deliver a remarkable customer experience that enriches people’s lives.
✔ You can thrive and reach your full potential maximizing the happiness of your employees and customers.
Remember, customers – we – no longer purchase something because of what it does. We buy because of what it makes us FEEL. Simply because we are human beings, we have emotions, and ultimately, we want to feel happy.
When customers FEEL happy, they buy from you repeatedly. When employees feel happy, they stay longer with your company and are more creative, productive, and innovative. Happy customers are the most profitable while happy employees have the highest ROI, both ultimately generating sustainable healthy growth for your business.
We have been teaching and advising international companies to thrive with the Happiness Driven Growth Model. This holistic approach focuses on maximizing the happiness of both employees and customers so that excellence, profits, and loyalty follow as a result.
We brought together the knowledge and years of experience in 5 programs with two main objectives:
Stress Buster and Joy Blaster
(6 week program)
Improve your team members’ resilience to everyday challenges. Equip them with practical knowledge to reduce stress and increase well-being.
Wellbeing Boost
(6-week program)
Improve your team members’ resilience and well-being, equipping them with knowledge and practices to cultivate well-being.
Happiness Leadership Mastermind
(6-month program)
Make happiness your competitive advantage. Gain knowledge and practices to simultaneously achieve personal happiness, team motivation & business results, increasing happiness for yourself, your customers, and your employees.
Human-Centric & Happiness-Contributing Experience
(2 days to 6 Weeks Program)
HCX Leadership Masterclass | In-person, Hybrid & E-Learning
Master & Innovate the Experience Journey
(Three Sessions x 6 Hours)
A Design Thinking, Journey Mapping & Ideation Drill | Virtual |In-Company
Are you navigating the “working from home” challenge, with stressed team members, increasing absenteeism? Do you care for their well-being and prevent burnout while meeting the KPIs?
An increasing number of employees call in sick. Others just quit or work simply being less productive. The bonding among team members has been eroding. You’ve limited time and resources to prevent burn-out, stress, the languishing feeling among employees and for yourself.
Improve your team members’ resilience to everyday challenges. Equip them with practical knowledge to reduce stress and increase well-being.
This interactive, inspiring, and fun training program has been developed with the learning from the Science of Happiness, Laughter Yoga, HeartMath Resilience Advantage, and Heart Coherence studies.
The participants will understand and experience how their Mind, Body & Heart influence their happiness and productivity, and they will:
✔ Assess: This program starts & ends with assessments “How do you feel?” & “Sunflower of Happiness” at the start and end of the program; and during each session, we measure the “Laughter Quotient” and the “Resilience Quotient”.
✔ Learn happiness: Uncover the science of happiness, the 5 Aspects, and the 9 factors that affect happiness.
✔ Learn laughter: Meet the special practice and discipline of Laughter Yoga, its benefits on physical and mental health.
✔ Experience how Laughter Yoga can help you pursue “health, play, and smile” in daily life.
✔ Learn emotions and stress regulation: understand good and bad stress, “fight or flight” response versus “rest and digest” state, and practice our RAIN method.
✔ Learn body-mind 2-ways connection; Happiness DOSE (Dopamine, Oxytocin, Serotonin, Endorphin); habits creation.
✔ Do laughter, breathing and meditation exercises: practice laughter (as active meditation), breathing (as static meditation), and other 3 elements of Joy: Dance, Sing, Play. During this program, we will also play the Uppiness Game!
✔ Share: Share your experience and thoughts with participants.
✔ Reflect: Recap of tools learned, and Q & A.
✔ Commit: Review what we learned and how we feel; define your commitment to action. Identify your Laughter Accountability Buddy.
PARTICIPANTS
This Program is beneficial for all employees (especially frontline staff)
LEARNING OBJECTIVES
- Create resilience to prevent burnout with habits that lead to increased energy and motivation, with this complete “learn, share, connect, grow & shine” program based on the Science of Happiness and Laughter Yoga.
- Learn what causes bad stress and what contributes to happiness (physiologically & chemically).
- Get equipped with skills to reduce stress and improve resiliency to everyday challenges.
- Learn simple habits that lead to increased energy, improved well-being, and more joy at work and in life.
FORMAT
30-40% theory and 70-60% practice. Available in various durations and formats online (both as e-learning or as a virtual V class, or a combination of the two) and offline in-person (IP), at your office, or at a location fully arranged by us. The most common combinations of duration and format are:
- (IP/V): One session: 4 to 8 hours
- (V): 10-15 Daily sessions of 30 minutes each
- (V): 6 weekly sessions of 60-90 minutes each
ABOUT THE TRAINER
Facilitated by Rosaria Cirillo Louwman
✔ Certified Customer Experience (CCXP) professional with 20 years of experience
✔ Certified Happiness Trainer, Uppiness Game Trainer, and Laughter Yoga Teacher
✔ Certified in Design Thinking and NPS2
✔ Founder of CXPA NL
✔ Brings real business cases and a lot of practical examples
✔ Ability to deliver an engaging and fun online learning experience
✔ Has field experience, a hands-on and practical approach.
Improve your employee retention with the “Stress Buster Joy Bluster” program. Let’s discuss how to adapt this training program to your team’s needs.
Did you know that resilience and well-being strategies can be taught? Do you want to prevent burnout and help your employees improve their well-being?
An increasing number of employees call in sick. Others just quit or work simply being less productive. The bonding among team members has been eroding. You’ve limited time and resources to prevent burn-out, stress, and the languishing feeling among employees and for yourself.
Improve your team members’ resilience to everyday challenges. Equip them with practical knowledge to reduce stress and increase well-being.
This interactive, inspiring, and fun training program has been developed with the learning from the Science of Happiness, Laughter Yoga, HeartMath Resilience Advantage, and Heart Coherence studies.
The participants will understand and experience different strategies and practices to nurture different areas of their well-being, and they will:
✔ Assess: This program starts & ends with the SPIRE check-in & “Sunflower of Happiness” assessment at the start and end of the program.
✔ Learn happiness: Uncover the science of happiness, the 5 Aspects, and the 9 factors that affect happiness.
✔ Learn Positive Psychology: Learn Tal Ben-Shahar’s SPIRE framework (Spiritual, Physical, Intellectual, Relational, and Emotional Well-being).
✔ Experience how Breathing, Laughter, and Heart Coherence can impact your daily life.
✔ Share: Share your experience and thoughts with participants.
✔ Play the “Uppiness Game”: An interactive and fun online game to maximize learning to enhance your and others’ happiness.
✔ Reflect: Recap of the tools learned and when to use them. Q & A.
✔ Commit: Lasting change requires action distilled into rituals. The final step is to identify your commitments and determine how to incorporate them into your daily routine.
PARTICIPANTS
This Program is beneficial for all employees
LEARNING OBJECTIVES
- Increase personal well-being and understanding of how to increase team well-being.
- Create resilience to prevent burnout with habits that lead to increased energy and motivation.
- Learn 10 different paths and strategies to cultivate Spiritual, Physical, Intellectual, Relational, and Emotional
- Get equipped with Breathing, Heart Coherence, and Laughter practices to reduce stress and improve resiliency to everyday challenges.
- Learn to leverage positive psychology principles to address daily challenges at work and in life.
- Improve your team member’s ability to solve actual workplace challenges and team communication with the Uppiness Game session at the end of the course
FORMAT
30-40% theory and 70-60% practice. Available in various durations and formats online (both as e-learning or as a virtual V class, or a combination of the two) and offline in-person (IP), at your office, or at a location fully arranged by us. The most common combinations of duration and format are:
- (IP/V): One session: 4 to 8 hours
- (V): 5 weekly sessions of 90 minutes each + 1 final session of 120 minutes reviewing all the learnings and playing the game for 60-90 minutes + 20 min debriefing and closure
ABOUT THE TRAINER
Facilitated by Rosaria Cirillo Louwman
✔ Certified Customer Experience (CCXP) professional with 20 years of experience
✔ Certified Happiness Trainer, Uppiness Game Trainer, and Laughter Yoga Teacher
✔ Certified in Design Thinking and NPS2
✔ Founder of CXPA NL
✔ Brings real business cases and a lot of practical examples
✔ Ability to deliver an engaging and fun online learning experience
✔ Has field experience, a hands-on and practical approach.
Improve your team’s well-being with this “Wellbeing Boost” program. Let’s discuss how to adapt this training program to your team’s needs.
2020 and 2021 have been hard. Has your life and work taken their toll on you in these most challenging times?
As a leader there is so much you need to achieve with limited time and resources. Are you keeping a work-life balance, nurturing personal development while attending to your colleagues’ and customers’ needs?
Perhaps it is parenting or grief, depression and anxiety, or an ADHD diagnosis that pushes your limits? Or, you are a (recovering) type-A personality navigating work and life challenges?
Do you wish there was a magic wand (or a fairy godmother!) that provides you with energy, time, drive, knowledge, practices & steps to achieve personal happiness and team motivation? And the remarkable business results, increased happiness for you, your customers, and employees?
Join this Happiness Leadership Mastermind Program
This Mastermind Program is designed to support conscious and courageous leaders in their Happiness Driven Growth transformation to infuse their personal and professional life with more happiness so that they can generate sustainable profits.
You’ll achieve this by:
- Understanding the Science and Practices of happiness, and
- Learning how to apply them in a sustainable way to improve their customers and employees’ experiences.
In this mastermind program the participants will:
✔ Assess: This program starts & ends with the assessments:
a. “Sunflower of Happiness” (at the individual level) and
b. “Happiness Driven Growth” (at company level).
✔ Learn Happiness: Uncover the Science of Happiness. The five aspects and the nine factors that affect happiness: Health, Autonomy, Purpose, Play, Integrity, Nature, Empathy, Simplicity, and Smile.
✔ Learn Driven Approach: Six Competencies: Define, Research, Innovate, Validate, Execute and Nurture.
✔ Learn about and move across three spaces:
a. Inner Core: Individual
b. Inner Circle: Team (Family, Friends)
c. Outer Circle: Customers, Employees (Community, Society).
✔ Practice happiness: Explore Laughter (as active meditation), Breathing (as static meditation), Inner Smile Meditation, Qigong exercises, and three elements of Joy: Dance, Sing, Play. Participants will also play the online Uppiness Game and/or have one intuitive painting session.
✔ Reflect: Identify ways to drive change at the individual level and within the organization (focusing on the team, customers, employees, or society/community). Uncover and address potential challenges (what gets in the way?)
✔ Commit: During each session, each participant identifies one action or new habit at the individual and organization level to put into practice before the following session. Each participant will have an accountability buddy to share the journey.
✔ Share: There’ll be sharing own experiences and thoughts among the participants.
✔ Grow through 6 stages: Grounding, Reaching-up, Orchestrating, Wowing, Taking Time, and Harvesting.
PARTICIPANTS
✔ Happiness Leadership Mastermind is beneficial for leaders in all business sectors.
✔ Visionary leaders who want to change the way we do business and infuse more happiness in their world (for themselves, and in their inner and outer circles).
✔ Leaders who are eager to master their leadership skills by applying the Science of Happiness in CX, EX, and personal lives.
LEARNING OBJECTIVES
✔ Gain selected knowledge on happiness and on experience management (re-packaged in a way that is digestible and limited to what you need to know) and put them into practice, so you don’t have to worry about figuring it out on your own.
✔ Equip yourself with practical knowledge driven from the Science of Happiness, Laughter Yoga, HeartMath Resilience Advantage and Heart Coherence studies, and my Yellow Goldfish Factor book.
✔ Learn tools and practices to build habits that increase energy and motivation.
Increase personal happiness as an individual, hence higher productivity at work.
✔ Build your resilience to reduce stress, anxiety and burn-out, in a safe learning space.
✔ Measure your journey maturity at the beginning (and end of the program) with the Happiness Driven Growth Assessment and build a related Action Plan.
FORMAT
✔ There’ll be 33% theory, 33% exchange and discussion, and 33% practice.
✔ 10 Monthly sessions: 3-hour sessions every 21 days over 7 month periods.
✔ Online sessions via Zoom. We use Miro as our virtual wall and co-creation tool.
✔ Dedicated group for continuous exchange on a platform based on participants’ preference (either on Telegram, WhatsApp, Slack or Facebook).
✔ A dedicated monthly time, space, guide & support group to:
✔ Learn more about happiness & #happinessdrivengrowth
✔ Create new habits for each of the nine factors that contribute to our happiness.
This Happiness Leadership Mastermind Program is available as an open or in-company option:
IN COMPANY OPTION: READ MORE AND PLAN A CALL TO DISCUSS
HAPPINESS LEADERSHIP MASTERMIND – as an “IN-COMPANY” PROGRAM
This program is ideal for visionary companies that want to embrace Happiness Driven Growth.
The Science of Happiness advances not just employee experience but it can be applied to CX.
We design the IN-COMPANY HAPPINESS LEADERSHIP MASTERMIND Program according to your needs.
OPTIONAL Extras for the “IN-COMPANY” PROGRAM
- Half-term online or in-person Intuitive Painting Session
- Organizational Happiness Driven Growth (HDG) Assessment (done by 1 selected Leader) before the start, after six months and at the end of the program
- Organizational Happiness Driven Growth (HDG) Assessment (done by all 20 participants and calibrated).
PARTICIPANTS
Top management members from different countries and/or business units’ leaders.
Leaders who aspire to become happiness change catalysts within the organization.
FORMAT: The program takes place online (Zoom). Participants from different countries can share the journey. Ideal for a group of 10 to 20 participants.
OPEN PROGRAM OPTION: READ MORE AND APPLY TO JOIN
JOIN THE NEXT HAPPINESS LEADERSHIP MASTERMIND OPEN PROGRAM
Learn to reduce stress, anxiety, and burn-out in a safe space with practical tools whilst building positive habits.
IMPROVE CUSTOMER AND EMPLOYEE EXPERIENCE & RETENTION
PARTICIPANTS: Conscious and inspired leaders (from non-competing companies) who want to increase their awareness of the science and practices of happiness in a safe and trusted environment – with peers who have similar aspirations and challenges – so that they can blossom to their full potential and help others do the same. For best learning and exchange conditions, we start with a minimum of 5 participants and have a maximum of 8
TIMING: Thursdays, from ~13:30 to ~16:30 CET (exact timing to be confirmed depending on the time zone of participants). Dates will be confirmed with participants at beginning of each cohort. The next cohort starts in January 2023.
SESSIONS: Kick-off and closure sessions of 90 minutes; 9 sessions of ~3 hours each every 21 days over 6 months on each of the 9 Factors.
- Kick-off (90 min)
- Health
- Autonomy
- Purpose
- Play
- Integrity
- Nature
- Empathy
- Simplicity
- Smile
- Review and closure (90 min)
INVESTMENT: Special rate for this first edition only: 3000€. Payment by invoice or by credit card (depending on your preference)
EARLY BIRD DISCOUNT: 2500€, If you sign up (or apply to join) before 15 November 2022
INTERESTED? APPLY TO JOIN BY SENDING US AN EMAIL OR PLANNING A CALL.
ABOUT THE TRAINER
Facilitated by Rosaria Cirillo Louwman
✔ Certified Customer Experience (CCXP) professional with 20 years of experience
✔ Certified Happiness Trainer, Uppiness Game Trainer and Laughter Yoga Teacher
✔ Certified in Design Thinking and NPS2
✔ Founder of CXPA NL
✔ Brings real business cases and a lot of practical examples
✔ Ability to deliver an engaging and fun online learning experience
✔ Has field experience, a hands-on and practical approach.
Improve your employee retention with the “Stress Buster Joy Bluster” program. Let’s discuss how to adapt this training program to your team’s needs.
Make “happiness” your advantage to thrive!
Both Customer Experience (CX) and Employee Experience (EX) are the perceptions each customer or employee has of their interactions with an organization.
“Great Customer Experiences don’t happen by accident!”
K. Bodine & H. Manning
I believe the future of both CX and EX is HCX “Human-Centered and Happiness-Contributing Experience”. Companies thrive when they:
✔ design and deliver products, services, and experiences that are meaningful and life-enriching for customers
✔ apply business models which treat “employees, customers, and society” all as human beings with a common shared goal; a peaceful, sustainable, healthy, and happy life.
Profit is not supposed to cost well-being, happiness, and authenticity.
Uplift and expand your CX efforts with a roadmap to happiness, growth, and profit.
Leading companies routinely perform a set of standard practices and develop competencies across 6 disciplines. These practices are the basis of Wow Now DRIVEN Framework covered during this masterclass.
“Most meaningful and impactful Customer Experiences are HCX… Human-Centered & Happiness-Contributing Experience”
R. Cirillo
In this program you will:
- Learn DRIVEN Competencies: Define, Research, Ideate, Innovate, Improve, Validate, Execute, Empower, Enable and Nurture.
- Learn Experience Disciplines: Strategy, Customer Understanding, Experience Design, Innovation and Improvement, Metric, Measurement & ROI, Organizational Adoption & Accountability, Culture.
- Learn about Happiness in Business: how vital elements of the Science of Happiness and Emotional Intelligence impact the human experience.
- Learn practices and energizers from Laughter Yoga, Qigong, and Hearth Coherence that you can embrace in your daily routine and all other online meetings.
- Do – Call to Action: thanks to the templates (persona, empathy map, journey mapping, brainstorming) and the exercises, you will practice addressing your company’s experience challenges and will gain a toolbox that you can use in all your future projects.
- Reflect – Call to Reflection: thanks to the prompts offered, you will identify ways to drive the change within the organization (towards the direct team, customers, employees, or society/community); uncover and/or address your specific challenges (what gets in the way?)
- Commit: by the end of the training, you will have identified your MAGICS © summary and action plan for your transformation journey
- Share your own experience and vision with other participants.
- Grow through 6 stages: Grounding, Reaching-up, Orchestrating, Wowing, Taking Time, and Harvesting.
- Validate your readiness for the CXPA exam to become CCXP. Our learning materials were certified in 2017 by the CXPA as propaedeutic for exam preparation. Since then, we’ve expanded and updated them.
ATTENDEES
This masterclass is beneficial for:
- CX or EX professionals who want to validate, increase, and frame existing knowledge.
- CX professionals who want to check their readiness for the Certified Customer Experience Professional Exam.
Leaders who want to learn more about the Science of Happiness and apply it to CX and EX.
LEARNING OBJECTIVES
✔ Elevate, validate, and frame your CX knowledge.
✔ Learn about the 6 disciplines HCX leading companies need to master and orchestrate for sustainable growth.
✔ Access to pragmatic frameworks, methodologies, and a toolbox for your CX projects.
✔ Understand how key elements of the Science of Happiness and Emotional Intelligence impact the human experience.
✔ Learn practices and energizers from Laughter Yoga, Qigong, and Hearth Coherence. (Using these techniques at home and at work enrich your well-being and those of your colleagues).
✔ Check and validate your readiness for the CXPA exam to become a Certified Customer Experience Professional. (Optional)
✔ Identify your MAGICS © summary and action plan for your own CX journey.
✔ Learn, share, connect, grow & blossom as an HCX Pro.
✔ Master to drive a CX and Happiness Transformation Journey.
Read more on Six HCX competencies and Six CX disciplines and our approach.
Six HCX competencies and Six CX disciplines:
- Competence: Define. Discipline: CX Strategy
- Competence: Research. Discipline: Customer Understanding
- Competence: Ideate, Innovate, Improve. Discipline: Experience Design, Innovation, and Improvement
- Competence: Validate. Discipline: Metric, Measurement & ROI
- Competence: Execute, Empower, Enable. Discipline: Organizational Adoption & Accountability
- Competence: Nurture. Discipline: Culture
FORMAT: HYBRID!
ON-DEMAND ONLINE
- 70% of the content is theory and practice exercises that are available online.
- You’ll have access to a dedicated portal on demand for webinars, exercises, templates, frameworks, and questions.
- You’ll also receive a hard copy HCX Masterclass Compendium (150 pages book) with all the learning material.
VIRTUAL or IN-PERSON
- 30% of the masterclass is an exchange and learning with peers in multiple format options.
- In-person sessions at your office or at a location arranged by us
- Virtual live sessions via Zoom (usually 5 or 6 weekly live calls) for a facilitated discussion on Customer Experience challenges, opportunities, and new ways of working.
- There’s a private chat group available for community support among the masterclass attendees.
- Peer exchange with previous attendees (Alumni) in a private group is possible
- Use of Miro as our virtual wall and co-creation tool.
This HCX Masterclass Program is available as an open or in-company option:
IN COMPANY OPTION: READ MORE AND PLAN A CALL TO DISCUSS
HCX Masterclass – as an “IN-COMPANY” PROGRAM
Do you want to upgrade your Human-Centered & Happiness-Contributing Experience Leadership Competencies & improve your company growth, profitability with happiness?
Wow Now HCX Masterclass helps you develop 6 DRIVEN Competencies and learn about the 6 disciplines HCX leading companies need to master and orchestrate for sustainable healthy growth.
This program is ideal for companies that want to embrace Customer Centricity and improve Customer and Employee Experience, seeding their effort in the Science of Happiness and Behavioral Economics.
We design the IN-COMPANY HCX Program according to your needs.
FOR WHO: Anyone working in the field of CX or EX that wants to validate, increase, and frame existing knowledge, and to learn more about how the Science of Happiness can apply to CX and EX. Our class also allows you to check readiness for the exam to become a Certified Customer Experience Professional (CCXP).
FORMAT: Available in various formats online (both as an e-learning option or as a virtual class) and offline, at your office, or at a location fully arranged by us. Most commonly (during the pandemic or for international companies with employees located in different countries) run digitally via Zoom and Miro over 3 to 4 weeks through 5 or 6 sessions of 3-4 hours each.
GROUP SIZE: Depending on your needs and team. We have run it for groups of 8 to 20 participants.
OPTIONAL Extras for the “IN-COMPANY” PROGRAM
- Half-term online or in-person Intuitive Painting Session or Uppiness Game
- Organizational Happiness Driven Growth (HDG) Assessment (done by 1 or selected Leader) before the start of the program
- Organizational Happiness Driven Growth (HDG) Assessment (done by all 20 participants and calibrated) before the start of the program or at the end
Sound like this is exactly what your company would benefit from right now? Would you like to learn more about this program?
SEND US AN EMAIL OR PLAN A CALL so we can tailor the program around your needs and desired outcomes.
E-LEARNING OPTION (OPEN & IN-COMPANY): READ MORE AND SIGN UP
In 2022 Wow Now HCX Masterclass is available in a NEW E-LEARNING format ONLINE!
WHAT: a complete e-learning program covering content with 8+ hours of videos (5 to 15 minutes each) and providing plenty of exercises, templates, and questions for reflection and action; plus a blended learning option with an add-on for 5 weekly calls of 1 hour with other students, for a total of at least 16 hours of learning;
WHEN: online access whenever you want 🙂 ; the additional facilitated weekly session with other participants will start in Q1 2023 with quarterly cohorts
WHERE: on a dedicated platform you’ll get access once you sign up;
COST: given the launch of this program on a new e-learning platform, which may ask participants for some patience and extra feedback, the cost in 2022 will be as follows (all excl. VAT):
Early adopters: 350€. Previous Masterclass Alumni 250€ (get in touch for Alumni coupon code)
In 2023, costs will be: Regular adopters: 499€. Previous Masterclass Alumni 299€
REGISTER HERE FOR THE ONLINE ACADEMY
As an (optional!) extra, 6 facilitated weekly calls with other participants are possible for an additional 300€
As of 2023, this option will also be available for in-company multiple employees sign-up. Get in touch to discuss if interested.
VIRTUAL - HYBRID (OPEN) PROGRAM OPTION: READ MORE AND SIGN-UP
VIRTUAL – HYBRID: 6 sessions of ~2 hours each via Zoom and about 1 hour of videos and 1 hour of self-work before class and between each session, for a total of at least 16 hours of learning;
WHEN (TBC): Virtual edition dates for 2023 are to be confirmed. Send us a message here if you are interested to join and qualify for the Early bird rate
WHERE: Online via Zoom and Miro;
COST: Early bird 1249€. Regular: 1399€. Costs are excl. VAT (and credit card fees, if applicable)
Wow Now HCX Masterclass is a Certified Training Program
by Customer Institute in 2021
by CXPA in 2017 (former ART Program)
Listen to our clients:
“Working with Rosaria was a Wow experience. She was focused on customizing the training to our needs and spent a lot of time learning about our company beforehand. Rosaria delivered the content in an inspiring manner, always taking the time to answer questions, provide examples, and energize the participants.”
Listen to our clients:
“They are focused, efficient, insightful. Wow Now HCX Masterclass allows even those in some existing CX practices to gain insight, depth, and additional resources to uplift or mature and expand CX efforts”
ABOUT THE TRAINER
Facilitated by Rosaria Cirillo Louwman
✔ Certified Customer Experience (CCXP) professional with 20 years of experience
✔ Certified Happiness Trainer, Uppiness Game Trainer and Laughter Yoga Teacher
✔ Certified in Design Thinking and NPS2
✔ Founder of CXPA NL
✔ Brings real business cases and a lot of practical examples
✔ Ability to deliver an engaging and fun online learning experience
✔ Has field experience, a hands-on and practical approach.
Let’s discuss your specific needs to create a tailor-made solution with this HCX Masterclass Leadership.
Step up your team’s capability to turn data into insights and action, generate innovation and improve Customer or Employee Experiences.
A typical “Master & Innovate the Experience Journey” training looks like this:
✔ Pre-work: Data collection. Interviews and/or surveys and related insights. Analysis.
✔ Session 1: Understand & Define. Review data & insights, empathy map, customer/experience journey mapping.
✔ Session 2: Ideate: Lighting DEMO, brainstorming, innovation.
✔ Session 3: Prototype & Test: Prototyping, evaluating, pitching.
We adapt this training to your company’s specific needs and what is already in place.
Design Thinking is a method widely used in driving innovation. The process starts with looking at the needs and problems expressed by customers or the user of a service, product, or process.
The process unfolds through a series of moments of:
- divergence (exploration, collection of information, development of ideas)
- convergence (definition of the problem, choice of ideas to be developed)
- subsequent iterations to immediately verify and test the assumptions, check users’ reactions and get their feedback.
PARTICIPANTS
This training is ideal for teams working in CX, EX, XM fields.
It is also beneficial for product and service development as well as innovation teams.
LEARNING OBJECTIVES
✔ Learn the basics of Design Thinking
✔ Solve a CX/EX challenge by using Design Thinking (5 stages)
✔ Use the main tools of Design Thinking
✔ Facilitate online workshops and keep the engagement and the energy high
✔ Effectively implement a Design Thinking project in your organization
✔ Engage your internal stakeholders to create a pitch to sell the project(s) internally.
YOUR COMMITMENT
- Generally, this program is done in three intensive sessions of 6 hours. In addition, there are assignments before and between the sessions.
- There is 20% theory and 80% hands-on (practical) learning.
- No data available yet? We can help generate data, i.e. interview several customers with your team (which is also a great learning experience for your team).
- Do you already have data? Before the sessions, we work with your team to turn the data into insight. Then during the sessions, we create customer persona and empathy maps. Next, we formulate a problem statement and map the specific journey stage we want to address. Finally, we ideate potential solutions addressing the problem statement and can make a small prototype and/or pitch the proposed solutions to the management joining us at the end of the 3rd session.
The Master the Journey intensive program works on three levels:
✔ Learn: Go through the five stages of Design Thinking (Empathize, Define, Ideate, Prototype, and Testing). Next, explore the Design Thinking Tools (Empathy Interviewing, Personas, Customer Journey Map, Stakeholder’s Map, Brainstorming Techniques). Finally, go through a complete Double Diamond Process.
✔ Apply: Use the Design Thinking tools on a business challenge in very practical and hands-on experience. Learn how to use remote collaboration tools (Miro, Mural) to maximize the participation and effectiveness of your online workshops.
✔ Develop: Learn the best practices to implement a Design Thinking project in your organization. Introduce a personal project and get your peers’ feedback.
ABOUT THE TRAINERS
Facilitated by Rosaria Cirillo Louwman & Grazia Maria Giordano
✔ Certified Customer Experience and Design Thinking professionals.
✔ With field experience and a hands-on, practical approach.
✔ Ability to deliver an engaging and fun online learning experience.
✔ Bring real business cases and a lot of practical examples.
Let’s discuss how to adapt Master & Innovate the Experience Journey to your company’s needs.
Listen to our clients:
“I consider your session one of the most useful training we’ve had. We can actually pick a list of things we want to change, improve, discard, implement and we also have been provided with the right methodology to go ahead with these changes.”
Listen to our clients:
“Rosaria’s masterclass is really a unique experience. The topics were perfect, tailored to our needs. Many actionable examples are provided. I learned a methodology to go ahead with the changes, and now I have the right tools and many best practices to apply! Good interaction between participants”