THE FLAGSHIP • SIX-MONTH PROGRAM • CUSTOMER INSTITUTE CERTIFIED
Customer Centricity Transformation Program
Description
The Customer Centricity Transformation Program is our flagship – the capstone above every course, because it doesn’t just build knowledge, it changes the organization. One guided six-month journey takes you from an honest baseline to a customer centricity strategy your own teams own and deliver.
It weaves four programs into one connected path: an objective assessment, the CX Masterclass, a focused strategy module, and twelve team coaching sessions. Your strategy matures stage by stage – from first sketch to a board-ready plan – so nothing is left on the flip chart when everyone goes back to work.
You finish with three things every leadership team wants: a clear baseline to measure against, a detailed strategy with a 3-, 6-, and 12-month roadmap, and teams that own the change because they helped build it. A strong assessment also earns formal Customer Institute certification.
Certified Customer-Centric Organization plus Certified Customer Centricity Expert (CCCX)
Clear the bar on your assessment and the program earns formal Customer Institute certification – Silver, Gold, or Platinum – valid for two years. Individuals in the Masterclass stage can also earn the CCCX credential.
Ideal for
Large, multi-unit organizations
Banks & financial services
Leadership teams driving change
Duration
About six months per organization, in four connected stages – assessment, masterclass, strategy, and coaching.
Elements
• CX Assessment
• CX Masterclass
• Executive Briefing on Customer Centricity
• Team self-work
• Guided coaching
Facilitator
Led by Stefan Osthaus and the Customer Institute team.
Certification
Customer Institute certification of your organization – Silver, Gold, or Platinum – and CCCX certification for your CX organization.
Your 6-Months CX Transformation
One connected journey, sized to your situation – for a single organization, across the members of an association, or tailored to your sector.
The Complete Journey
All six elements from the agenda overview below. All-in cost to make budgeting easy for you.
(19% VAT will be added for clients and trainings delivered in Germany)
Agenda
One connected journey over roughly six months. A strategy artifact grows from a first sketch to a board-ready plan as you move through the four stages.
Overview of the Customer Centricity Transformation program.
Your Facilitator
Stefan Osthaus is one of the industry’s top thought leaders and consultants. He has been a leader in Fortune 500 companies for more than 15 years and has held global responsibility for the customer experience of 120 million customers as well as the employee experience of tens of thousands of employees.
Stefan now helps leading organizations around the globe to combine their Customer and Employee Experience practices and treat them as two sides of the same coin. Stefan is also president of the Customer Institute, a global keynote speaker, and an insightful author.
Included in this program
Customer Institute CX Assessment
An objective 1,000-point assessment and report-out on your current-state CX maturity with detailed qualitative and quantitative insights.
CX Masterclass
The CX Masterclass for your team, with workbook and hands-on tasks. Bringing the whole CX team at eye level with current best practice.
Strategy module
A one-day strategy module – the Executive Briefing plus the MapCX blueprint.
12 coaching sessions
Twelve team coaching sessions to embed the plan. Empowering the team to implement everything they learned into a comprehensive CX strategy and implementation plan.
Strategy + roadmap
A detailed strategy with a 3-, 6-, and 12-month roadmap.
Organizational & Team Certification
Organizational certification – Silver, Gold, or Platinum – at no extra fee if assessment thresholds are passed. And CCCX certification for participants of the CX Masterclass (upon passing of the optional exam).
Global CX Community
Global CX Community access for your team.
Community Pro upgrade
36 months of GCXC Pro membership – expert sessions and best practice reports included.
Lifelong access to all assessment & training material
Handbook, templates, exercises, plus all updates will be accessible to you whenever you need them
Program brochure
The full six-month journey, the four stages, the certification tiers, and what your organization receives.
Contact us with any questions you might have – about content, formats, group bookings or invoicing.