In-company Masterclasses, Ad-hoc session and Keynotes

Topics: Happiness Driven Growth and Customer Experience

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Happiness Driven Growth & Experience Masterclasses

Rosaria Cirillo Louwman has a strong passion for learning and sharing her knowledge with others. She is a Certified Happiness Trainer, having pursued the Master in Happiness Studies Academy with Tal Ben-Shahar as of May 2018 and completed it on 31 December 2019. She is also a Certified Customer Experience Professional (CCXP – since 2016) & former ART (Authorized Resource Trainer by CXPA from 2016 to 2019 – CXPA has discontinued this certification program as of January 2020), a Net Promoter/NPS2 by Satmetric (2015) and Global CEM Certified Associate by Sampson Lee (2015). Wow Now HCX Masterclass became a Certified Training Program by Customer Institute in March 2021.

To discuss and plan a dedicated in-company classcontact Rosaria directly. 

Open HCX Masterclass

WHY AN HCX MASTERCLASS

The basic thought behind Customer Experience is that “Great Customer Experiences don’t happen by accident” (Outside In, K. Bodine & H. Manning). 

Years of experience and analysis of customer insights has brought me to the conclusion that “The most meaningful Customer Experience are HCX… Human-Centered & Happiness-Contributing Experiences” (R. Cirillo). 

Leading companies routinely perform a set of practices and develop competencies across 6 disciplines. These practices and competencies are the basis for our Wow Now DRIVEN Framework, our HCX Masterclass, and our Wow Now HCX Masterclass Compendium.

WHY ATTEND THIS COURSE

Join this training if you want to:

  • Acquire knowledge of a simple framework to understand the Customer Experience drivers and enablers
  • Understand the interconnected disciplines of Customer Experience
  • Learn about the main tools of Design Thinking to Enhance Your Customer Experience
  • Develop an understanding of how to start and drive a CX transformation journey
  • Learn key elements about the Science of Happiness and Emptional Intelligence
  • Validate your readiness for the CXPA exam to become CCXP
  • Have fun and learn a few practices and energizers from Laughter Yoga & Qigong, that you can embrace in your daily routine and all other online meetings

WHAT

The masterclass covers the 6 CX disciplines and 6 HCX Competencies of the DRIVEN framework you need to master to drive a CX and Happiness Transformation Journey. The six competencies and disciplines covered are:

  1. HCX Competence: Define. CX Discipline: CX Strategy
  2. HCX Competence: Research. CX Discipline: Voice of the Customer, Customer Insight & Understanding.
  3. HCX Competence: Ideate, Innovate, Improve. CX Discipline: Experience Design, innovation and improvement
  4. HCX Competence: Validate. CX Discipline: Metric, Measurement & ROI
  5. HCX Competence: Execute, Empower, Enable. CX Discipline: Organizational Adoption & Accountability
  6. HCX Competence: Nurture. CX Discipline: Customer-Centric Culture

HOW – FORMAT
60% theory and 40% hands-on, this masterclass covers the 6 CX disciplines and 6 HCX Competencies you need to master to drive a CX and Happiness Transformation Journey and to validate your readiness for the CXPA exam to become CCXP. The sessions will take place online via Zoom and we will use Miro as our virtual wall and co-creation tool.

You can read more about our approach here: https://wownow.eu/blog/cx-blog-series/

FOR WHO: anyone working in the field of CX or EX that wants to validate, increase, and frame existing knowledge, also to check readiness for the exam to become a Certified Customer Experience Professional, and to learn more about how the Science of Happiness can apply to CX and EX.

WHY ME

  • CCXP, Experienced and certified professional in the field of Customer Experience, Design Thinking, NPS, and Science of Happiness
  • Hands-on and practical approach: I have nearly 20 years of experience of which 13 years in corporate (in various roles across sales, customer service, business improvement, e-commerce, and customer experience for leading companies like Forrester, Adobe, and Philips) and 7 as consultant, trainer, and advisor. I share real company cases and a lot of practical examples
  • Engaging & fun experience using Laughter Yoga & Qigong energizers and practices.
  • Wow Now HCX Masterclass is a Certified Training Program by Customer Institute in 2021, and by CXPA in 2017 (former ART Program – one of 9 Authorized Trainers worldwide).

Testimonials from previous participants here: https://wownow.eu/training/

COSTS
Early bird (till 60 days before beginning class): 900€ excl. VAT
Regular: 1000€ excl. VAT
Bring a friend or a colleague: you each get 50€ discount

 

WHEN & WHERE

The next open HCX Masterclass planned are:

IN ENGLISH: September/October 2021 –> Thursday 23 – 30 September and Thursday 7 -14 October from 2 PM to 5 PM CET (8 AM to 11 AM EST) with 4 sessions of 3 hours each via Zoom and about 1 hour of self-work before class and between each session, for a total of at least 16 hours learning commitment

IN ITALIANO: Q4 2021 (date da confermare con 4 sessioni di 3 ore ognuna dalle 9:30 alle 12:30 via Zoom)

I also offer this masterclass as in-company, customized to specific company needs and the number of participants. Get in touch to discuss further.

In-company programs

Wow Now portfolio includes (and is not limited to) the following topics that can be customized depending on your needs, and covered in formats like masterclasses, workshops, inspiration sessions or short keynotes:

  • Experiencing Happiness and Flow through Intuitive Painting Session: a fun and engaging experiential 3 to 4 hours session to do with your team to experience flow and happiness while exploring a given topic (i.e. gratitude or celebrating past year achievements or envisioning upcoming goals) through intuitive painting 
  • 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 and of the Science of Happiness.
  • H-CX Human-Centered & Happiness-Contributing Experience Masterclass combining the Science of Happiness with CX best practices to cover the 6 Disciplines: 1. Vision & Strategy, 2. Human Understanding, 3. Design, Innovation & Improvement, 4. Measurement, 5. Change Enablement, 6. Leadership & Culture. Available in various formats online and offline, as in-company class or as a public class, at your office or at a location fully arranged by us. Initially designed around the 6 CX disciplines from CXPA & Forrester frameworks (and approved by CXPA as former ART – Authorized Resource Training – until the certification program was discontinued), this class has been enriched with insights from neuroscience, behavioral economics, and science of happiness, and best practices from our Yellow Goldfish book; it will provide you the knowledge, toolkit and frameworks, and support network for your CX profession challenges. Next open class dates are listed below. In-company classes on demand. Contact Rosaria for planning one.
  • (Customer Service) Empathy & 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. 

H-CX Masterclass: Mastering Human-Centered & Happiness-Contributing Experiences – Online

facilitated by
Rosaria Cirillo Louwman & Grazia Maria Giordano

In-company: on demand.

Open classes: let us know your interest so you can be the first to know new dates.

CX Customer Experience or EX Employee Experience is the perception each customer or employee has of the experience delivered by an organization. We believe that when designing and delivering CX & EX the focus needs to be on H-CX a Human-Centered & Happiness-Contributing Experience.

By the end of our training you will have:

  • Acquired knowledge of a simple framework to understand the Customer Experience drivers and enablers
  • Understood the interconnected disciplines of Customer Experience
  • Learned the latest insights and best practices on how Design Thinking can create value for your Customer Experience Transformation
  • Learned about the main tools of Design Thinking to Enhance Your Customer Experience
  • Developed an understanding of how to start and drive a CX transformation journey

60% theory and 40% hands-on, this masterclass covers the 6 CX disciplines you need to master to drive a CX Transformation Journey and to prepare or validate your readiness for the CXPA exam to become CCXP. 1-hour extra session for who wants to know more details about the exam and do a test session

FOR WHO: anyone working in the field of CX or EX that wants to validate, increase, and frame existing knowledge, also to check readiness for the exam to become a Certified Customer Experience Professional. 

WHY US

  • Experienced and certified professionals in the field of Customer Experience and Design Thinking
  • Hands-on and practical approach: learn from people actually working in these fields
  • Take away the boredom of webinars thanks to an engaging & fun experience
  • Real cases and a lot of practical examples

 

WHAT

Six competencies and disciplines covered in 3 to 6 sessions depending on depth and practice chosen based on client needs.

  1. HCX Competence: Define. CX Discipline: CX Strategy
  2. HCX Competence: Research. CX Discipline: Voice of the Customer, Customer Insight & Understanding.
  3. HCX Competence: Ideate, Innovate, Improve. CX Discipline: Experience Design, innovation and improvement
  4. HCX Competence: Validate. CX Discipline: Metric, Measurement & ROI
  5. HCX Competence: Execute, Empower, Enable. CX Discipline: Organizational Adoption & Accountability
  6. HCX Competence: Nurture. CX Discipline: Customer-Centric Culture

Additional optional session (for participants who also want to learn more about the exam)

  1. CCXP Certification and Exam Readiness
    • Benefits of certification, eligibility, application process
    • Review of all disciplines and test your exam readiness with sample questions

 

Additional optional masterclass follow-up:

A. 6 weekly sessions of one hour each in the weeks after the masterclass; each week we focus on one discipline again based on a specific task you have been given to go and apply in your company; we review in the group what worked, what didn’t, what were the challenges and how you overcome it, learning together and supporting each other

B. one session 3 to 6 months later to review together the status of actions identified during class with our Wow Now Magics (c) Plan

Interested? Get in touch to receive more details on the program and registration form.

Get in touch to find out more or sign up

Master the Journey: A Design Thinking & CJM Drill – Online

facilitated by
Rosaria Cirillo Louwman & Grazia Maria Giordano

In-company: on demand.

Open classes: let us know your interest so you can be the first to know new dates.

 

Step-up your organization Customer Experience and innovation capabilities with this program.

During 3 intense days, you’ll learn the basics of Design Thinking, how to use it in CX projects while solving a business challenge. Design Thinking is a method widely used in driving innovation that starts from the needs / problems expressed by the customer or more generally by the user (“User”) of a service / product / process (“Service”).

By the end of the training you will have learned:

  • How to solve a business challenge using Design Thinking and its 5 stages
  • How to use the main tools of Design Thinking
  • How to facilitate workshops online keeping the engagement and the energy
  • How to effectively implement a DT project in your organization
  • How to engage your internal stakeholders and how to create a pitch to sell internally the project(s)

20% theory and 80% hands-on, this is a very practical session in which starting from a challenge framed by a problem statement (How Might We…), you will apply Design Thinking methodology across the full double diamond process from empathize to define, to ideate, to prototype and testing.

FOR WHO: anyone working in the field of CX, EX, XM in general or in charge of product/service development and innovation that wants to learn more about Design Thinking and its tools by doing, practicing, and learning with peers.

WHY US

  • We are experienced and certified professionals in the field of Customer Experience and Design Thinking
  • We actually work in these fields and propose a hands-on and practical approach
  • We keep the experience engaging & fun and take away the boredom of webinars
  • We provide you with real cases and a lot of practical examples

WHAT

Design Thinking is a method widely used in driving innovation that starts from the needs / problems expressed by the customer or more generally by the user (“User”) of a service / product / process (“Service”). The process unfolds through a series of moments of divergence (exploration, collection of information, development of ideas) and convergence (definition of the problem, choice of ideas to be developed) and subsequent iterations, so as to immediately verify and test the assumptions and check the reactions of users and collect their feedback.

The Master the Journey intensive program works on 3 levels:

Level 1 Learn: during the training you’ll go through the 5 stages of Design Thinking (Empathize, Define, Ideate, Prototype and Testing), you’ll explore the Design Thinking Tools (Empathy interviewing, Personas, Customer Journey Map, Stakeholders Map, Brainstorming techniques) and you’ll go through a full Double Diamond Process.

Level 2 Apply: during the training you’ll use the tools of Design Thinking on a business challenge in very practical and hands-on
experience. You’ll learn how to use the tools of remote collaboration (Miro, Mural) to maximize the participation and the effectiveness of your online workshops.

Level 3 Develop: implementing new tools and methods in an organization can be very hard and complex; during the training you’ll learn the best practices on how to implement a Design Thinking project in your organization. You’ll also be able to introduce a personal project and get your peers’ feedback.

The content of the 3 days will include:

Day 1: Understanding & Define. Interviews, Empathy Map, Customer Journey Mapping

Day 2: Ideate: Lighting DEMO, Brainstorming, Innovation

Day 3: Prototype & Test: Prototyping, Evaluating, Pitching

Additional optional program follow-up: 6 weekly sessions of one hour each in the weeks after the masterclass; each week we focus on one aspect of Design Thinking. You’ll have specific tasks to work on within your organization. we will review in the group what worked, what didn’t, what were the challenges and how you overcome it, learning together and supporting each other.

Interested? Get in touch to receive more details on the program and registration form.

Get in touch to find out more or sign up

Glimpses of our Masterclasses

 

Masterclasses testimonials

One word summary from participants to Rosaria Cirillo multiple in-company CX Masterclasses for Wolters Kluwer

“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

(About multiple masterclasses and workshops run by Rosaria Cirillo, 2014-2018)

About Rosaria Cirillo H-CX Masterclass 2019

“Built on her extensive professional career with blue-chip players, Rosaria’s masterclass is structured, engaging and memorable. A fine balance between theory, the newest tools and inspiration in the right setting to share with other CX practitioners. A must for anyone looking to take CX to the next level.”

Rebecca Taylor, UX Strategist, MedTech and FinTech (Luscii Healthtech, ABN AMRO)

“Rosaria’s one-day masterclass was intense and inspiring. It was great to have a pressure-cooker-style condensed presentation of the CCXP theory enriched with real-life examples. For those who don’t have a lot of time but want to get a firm base of CX, this is a great way to spice up your knowledge and prepare you for the CCXP”

Eric Nijman, Founder & principal e-business consultant

“Not only is Rosaria’s experience in CX impressive, she also has the ability to energize and motivate while transferring her knowledge base to others with ease. Her industry examples showed us how companies are succeeding by being Human-Centric and contributing to happiness. Highly motivating!”

Lianne Bergeron, Customer Engagement Manager

About Rosaria Cirillo & Nienke Bloem CX Masterclass, Class 2018

“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 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

“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

ADDITIONAL INFO 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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