CX MASTERCLASS • CERTIFIED BY THE CUSTOMER INSTITUTE • BUILT TO BE USED
CX Masterclass
Description
The CX Masterclass gives practitioners and leaders everything they need to build a customer experience program that actually gets done – not one that lives in a slide deck. You leave with the skills, the tools, and a plan you’ve already started.
Across twelve chapters you move from CX vision and how it’s governed, through journey mapping and customer- and employee-listening, all the way to showing the return your CX work delivers. Every chapter ends with a short task that adds a piece to your own action plan.
You work and learn in the format you prefer, at your own pace, with a handbook to keep, templates ready to use at work, and optional feedback on what you produce. When you’re done, you can sit the exam to become a Certified Customer Centricity Expert.
Certified Customer Centricity Expert (CCCX)
Issued by the Customer Institute. Certification fee is included – the examination is optional.
Ideal for
CX practitioners & managers
Marketing & service leaders
Cross-functional project teams
Duration
In-person public or in-house versions are available as 2- or 3-day programs. Self-paced online training includes 6h 45m training material, plus exercises.
Formats
• Self-paced online
• Live online cohort
• In-house in-person
• Public in-person
Facilitator
Stefan Osthaus – President of the Customer Institute, global keynote speaker and former Fortune 500 CX/EX leader.
Certification
Certified Customer Centricity Expert (CCCX), issued by the Customer Institute. Fee included, exam optional.
Choose how you take part
The same curriculum, four ways to take it. Pick the format that fits your schedule, your team size, and your budget.
Self-paced Online
Work through all 12 chapters on your own schedule, with handbook, templates and chapter tasks.
Live Online Cohort
Eight interactive live sessions of two hours in a global cohort, with assignments and personal feedback.
Public Seminar
2- or 3-day classroom seminar – German and international locations. Trainings in Germany are delivered in German.
In-House Program
The full 2- or 3-day masterclass on-premise for your team, tailored to your industry and your real customer journeys.
(Prices include 19% VAT for clients in Germany. Payment via invoice is also available – simply contact training@experience5.de)
Agenda
The 2-day classroom format at a glance. The 3-day program allows for more time for group exercises like customer journey mapping, building a VoC program etc.
In the self-paced online program, the same content is split into 12 chapters you take at your own speed.
Framework for our trainings:
The Customer Centricity Engine – developed in collaboration with the Customer Institute.
Foundations & Strategy
Step 01: Set the CX Vision and Strategy
- What is Customer Experience – and why now?
- CX as a business strategy: From buzzword to boardroom
- Expectations, perception, and the drivers of satisfaction
Step 02: Start a CX Team
- What kind of team do you need at your current maturity level?
- Organizational ownership, sponsorship, and first roles
- Building cross-functional CX coalitions
Step 03: Assess the Current Performance
- CX maturity models and diagnostic tools
- Identifying quick wins and structural gaps
Step 04: Map & Design the Customer Journey
- From aspiration to articulation: Defining your customer promise
- Journey Mapping done right: scope, depth, methods
- Aligning internal reality with customer perception
Step 05: Listen, Analyze, Report, React
- Introduction to VoC, VoE, and VoP
- The method of CX/EX Exploration
- Avoiding over-surveying through smarter listening
Summary and Reflections on Day 1
Culture & Impact
Step 06: Build a SMART Action Plan
- From insights to prioritization
- Activity prioritization, planning, and execution
Step 07: Combine CX and EX
- Two sides of the same coin
- How employee experience drives customer outcomes
- The 4 Ps of EX
- Introduction to the Great People Index™
Step 08: Enable and Recruit Staff
- Hiring for empathy, onboarding for experience
- Enabling frontline ownership of the promise
- Culture shift through empowerment
Step 09: Motivate and Reward the Right Actions
- Experience-linked KPIs
- Recognition programs that work
- Aligning incentives with behaviors
Step 10: Continuously Improve
- Closing the loop between promise and delivery
- Designing internal journeys to support external ones
- Monitoring consistency and escalation paths
Step 11: Measure and Manage Impact
- Proving the ROI of CX and EX
- Metrics that matter: linking to financials
- Building your business case
Step 12: Agentic Experience Management
- How to sustain momentum and avoid backsliding
- Designing a roadmap for growth
- Engaging executives and scaling CX
Discussion: Your take-aways and their impact on your CX strategy for the next 6–12 months
Final Wrap-Up and Certification Exam
◼ Other CX/EX topics per participants’ request
◼ Throughout the 2 days: Numerous case studies and group activities
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
Complete CX Handbook
A 180-page handbook covering every chapter – yours to keep and reuse.
Resources & templates
The journey-map canvas, listening design sheet, action-plan template, and supporting whitepapers.
Certification without extra fee
The CCCX certification fee is included; the exam itself is optional.
Digital, authenticated CCCX certificate
Issued by the Customer Institute when you pass the exam, and shareable as a LinkedIn credential.
Alumni space
Keep access to the alumni area for updates and to compare notes with peers.
Free follow-up coaching
One 60-minute session after the program to pressure-test your action plan.
Global CX Community
Membership in the Global CX Community of practitioners.
Community Pro upgrade
36 months of GCXC Pro membership – expert sessions and best practice reports included.
Lifelong access to all training material
Handbook, templates, exercises, plus all updates will be accessible to you whenever you need them
Program brochure
The full agenda, learning objectives, and certification details in one PDF.
Contact us with any questions you might have – about content, formats, group bookings or invoicing.