In-company Masterclasses, Ad-hoc session and Keynotes

Topics: Customer Experience, Happiness Driven Growth, Net Promoter System.

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YELLOW GOLDFISH book covers nine ways increasing H.A.P.P.I.N.E.S.S. in business can drive G.R.O.W.T.H., productivity and prosperity for everyone.

Customer Experience, NPS & Happiness Masterclasses

Rosaria Cirillo Louwman has a strong passion for learning and sharing her knowledge with others. She is a Certified Customer Experience Professional (CCXP) & ART (Authorized Resource Trainer by CXPA), a Net Promoter/NPS2 and Global CEM Certified Associate, and is currently pursuing the Master in Happiness Studies Academy from Tal Ben-Shahar. Wow Now portfolio includes the following topics that can be shared, depending on your needs, in formats like masterclasses, workshops, inspiration sessions or short keynotes:

  • Customer Experience Masterclass covering the 6 CX Disciplines: 1. Strategy, 2. Customer Understanding, 3. Design, Innovation & Improvement, 4. Measurement, 5. Governance, 6. Culture. Available as “1-day Intensive” and “2-days Immersive“, as in-company class or as a public class, at your office or at a location fully arranged by us. This class covers the 6 CX disciplines from the CXPA framework, to provide you knowledge, toolkit and support network for your CX profession challenges and to make you CCXP exam ready. Next open class dates are listed below. In-company classes on demand. Contact Rosaria for planning one (availability as of May 2019)
  • Happiness Driven Growth & Yellow Goldfish Masterclass: covering the Why, What and How of increasing Happiness in Business as your competitive advantage, and the new path to growth, productivity, and prosperity, through creation and delivery of Yellow Goldfish, the little extra that businesses can do to increase Happiness for their customers, employees, and society. Based on the insights from our recently published book Yellow Goldfish.
  • NPS Onboarding Masterclass: an in-company two days class, covering the 7 competencies required to design and deploy a successful NPS program: 1. Align; 2. Listen & Measure; 3. Understand; 4. Act & Fix; 5. Improve, Prevent & Innovate; 6. Communicate & Govern; 7. Deliver WOW, Engage & Activate.
  • Customer Service Soft-Skills & Emotional Readiness: covering theory and exercises for your customer service management and team to understand the impact of emotions, to identify and respond to emotions, and to create a connection with your customers

To discuss and plan a dedicated in-company classcontact Rosaria directly. Next open class dates are listed below.

Open Masterclasses 2019 Dates and SIGN UP links

Our next open Masterclasses in 2019 will take place at wonderful Inntel Amsterdam Zaandam on the following dates:

MAYMonday 13 CX Masterclass: 1-day Intensive”, facilitated by CCXP-ART Rosaria Cirillo. Location: Inntel Amsterdam Zaandam Price: Early Bird price 595€ (till 30 days before class date); Regular Price 695€. All rates including lunch & snack. Optional networking dinner. Optional overnight stay on day 1 can be arranged by us (for an extra 150€). SIGN UP here for CX Masterclass 1-day Intensive

JUNEThursday 13 / Friday 14 CX Masterclass 2-day Immersive”, facilitated by CCXP-ART Rosaria Cirillo and Design Thinker Marjolein Van Eersel. Location: Design Thinkers Academy Amsterdam. Price: Early Bird price 1495€ (till 30 days before class date); Regular Price 1595€. Sign up here for this class. 

JULYThursday 4 / Friday 5 Yellow Goldfish Happiness in Business Masterclass, facilitated by CCXP-ART Rosaria Cirillo and Marketing Purple Goldfish Guru Stan Phelps. Location: Inntel Amsterdam Zaandam. Price: Early Bird price 1495€ (till 30 days before class date); Regular Price 1695€. All rates including food & dinner on day 1 and extra evening session; an overnight stay on day 1 can be arranged by us (for an extra 150€). Get in touch to reserve your place.

SEPTEMBER & NOVEMBER2019 dates Coming soon. Get in touch to reserve your place, if you are interested in the “2-day Immersive” CX and/or Yellow Goldfish Masterclass! 

Contact Rosaria in case of questions or use links above or registration form below directly to book one of these dates.

Dedicated in-company classes are possible on-demand at your office or at a location fully arranged by us. Contact Rosaria directly.

If you wish to receive updates about the next courses sign up for our newsletter and be the first to know about our next classes.

Register for 1-day Intensive CX Masterclass

CX Masterclass Agenda

Both 1-day intensive and 2-days immersive masterclasses cover all 6 CX disciplines. The difference is in the deepness the topics will be covered and in the time available for practical exercises to put in practice the theory. The 1 day will have theory and peer sharing but less exercises and intended more as a validation of your knowledge, crystallization of it into the CX framework and preparation for the exam; while in the two days each module covered in day 1 with theory and peer sharing is followed by a 30-45 minutes practical exercise where you learn by doing under the guidance of an extra facilitator, Design Thinker Marjolein van Erseel.

Both classes cover the following:

1. Six CX Competencies 

  • CX Strategy
  • Voice of the Customer, Customer Insight and Understanding
  • Experience Design, improvement and innovation
  • Metric, Measurement & ROI
  • Customer Centric Culture
  • Organisational Adoption & Accountability

2. Role of the CX Professional

3. Personal CX Plan to drive business growth

4. CCXP Exam requirements and preparations. TEST exam on the exam simulator.

Yellow Goldfish – Happiness in Business Masterclass Agenda

This class will cover the Why & What (day 1) and How (day 2) of increasing Happiness in Business as your competitive advantage, through creation and delivery of Yellow Goldfish, the little extra business can do to increase Happiness for their customers, employees and society. It is based on the insights from our recently published book Yellow Goldfish and it will empower you to design, discover and deploy Yellow Goldfish in your organization.  

More details Coming soon!

Our Masterclasses In Short

How earlier participants described our masterclass

“Thanks to this masterclass I passed the CCXP exam with a score of 92%. This was only possible thanks to good class program and the enthusiasm of both trainers. I highly recommend it. Don’t doubt. Just do it!”

Daniel Bogaards CCXP, Customer Experience Manager Thomas Cook

“Very inspiring to follow this in-depth master class with a good group of experienced CX managers, and perfect preparation for the CCXP exam.”

Eveliene Olsthoorn CCXP, Managing Partner Customer Excellence bij IBC Change, former ING CX

“Rosaria’s ability to think along with her customer is amazing. Wow Now-workshops are inspiring, interactive and actionable. I always learn something from her”

Sigrid van Duffel, Customer Loyalty & Engagement Manager, Wolters Kluwer

“The CX masterclass is good preparation, insightful and frankly good fun. I recommend it to every experienced CX pro out there”

Jaap Wilms CCXP, Owner Wilmsenzo

“Very good masterclass! Size of the group is very pleasant, not too big which gave a lot of interaction. Very extensive and applicable content combined with good best practices.”

Erik Triepels CCXP, Customer Experience Manager DLL

IMPORTANT UPDATE ABOUT CCXP EXAM

For the ones of you interested in taking the CCXP exam, please find below an update about the exam (announced in November 2018 by CXPA):

<<As of 1 December 2018, the number of questions on the CCXP exam will increase from 70 to 100 questions. With the increase in the total number of questions, the time to take the exam will also change – from two hours to three hours. Even though the total number of questions has increased, the passing score remains at 80%.>>

On the CXPA website you can find a dedicated page with a press release, a video interview, new exam resources, and a list of frequently asked questions about the updated exam. There you will also find the contact details of Adrienne Bryant, CCXP Program Director, in case you find that your questions have not been answered.

Other useful resource: 6 minutes video by Michael G. Bartlett, PMP, CCXP  (Author of #CCXP Exam Simulator) sharing more about the exam update and the simulator

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

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