Happiness Driven Growth & Experience 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:
- H-CX Human-Centered & Happiness-Contributing Experience Masterclass covering the 6 Disciplines: 1. Vision & Strategy, 2. Human Understanding, 3. Design, Innovation & Improvement, 4. Measurement, 5. Change Enablement, 6. Leadership & 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. Initially designed around the 6 CX disciplines from the CXPA framework, 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 knowledge, toolkit and frameworks, 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 an NPS program that is a driver for human-centered & happiness-contributing change: 1. Align; 2. Listen & Measure; 3. Understand; 4. Act & Fix; 5. Improve, Prevent & Innovate; 6. Communicate & Drive Change; 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 class, contact Rosaria directly. Next open class dates are listed below.
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
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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