Designed for ambitious CX professionals, marketing leaders, and customer service heads, this in-depth online program will equip you with the skills and knowledge needed to excel in the competitive world of customer experience.
Expert knowledge with implementation guarantee – now you can finally learn the basics of Customer Experience and implement them right on schedule for your own company!
CX Training Course Overview
The Customer Experience Masterclass, led by renowned industry expert Stefan Osthaus, is a meticulously crafted management education online course that delves deep into the best practices, tools, techniques, and methodologies used by top-performing CX professionals worldwide. Through 12 well-structured chapters, you’ll gain a profound understanding of how to create, implement, and manage a successful CX strategy that drives business growth and customer loyalty.
Whether you’re a seasoned CX practitioner looking to expand your skill set or a marketing or customer service leader aiming to initiate or enhance your organization’s CX program, this masterclass will provide you with the insights and practical knowledge needed to make a lasting impact.
Fundamentals and methods
Discuss with colleagues and industry contacts on an equal footing after you have learned all the important basics and methods of customer experience in this masterclass. Whether you’re starting out as a new employee or refreshing and completing as a more experienced member or executive of the CX team, the CX masterclass teaches the methods and approaches that have proven to be best practices across industries.
Case Studies and industry best practices
Exposing you to real-life challenges, typical pitfalls, and ways to avoid them, as well as winning models from CX leading organizations from around the globe, our masterclass is hands-on and focused on pragmatic execution. You will be solving the most common challenges and graduate with proven approaches to make a CX program sustainable and successful.
Facts and figures
From gathering customer-relevant feedback to deriving insights and creating pragmatic action plans, the CX masterclass focuses entirely on the mantra of Customer Experience “Data – Insight – Action.” You will learn how to quickly and efficiently turn your CX program into a continuous improvement program within your company. In addition, we teach you all the basics about the return on investment of CX programs, so that you too can convincingly answer critical questions about the benefits of such programs.
Networking and solving your own challenges
In our masterclass you will be able to connect with like-minded CX experts from various industries and companies within the Global CX Community. Take advantage of the unique opportunity to expand your network and get to know contact persons for future exchanges of ideas. The community will provide every opportunity todiscuss your individual challenges with your CX program and develop effective solutions.
Your Facilitator
Stefan Osthaus, one of the industry´s top thought leaders and consultant in the customer experience industry, brings a wealth of expertise to this masterclass. With over 15 years of leadership experience in Fortune 500 companies, Stefan has held global responsibility for the customer experience of 120 million customers and the employee experience of tens of thousands of employees.
As a pioneer in the field, Stefan has a proven track record of helping leading organizations around the globe combine their Customer and Employee Experience practices, treating them as two sides of the same coin. His unique insights and strategic approach have earned him a reputation as a sought-after speaker, author, and consultant.
Throughout the masterclass customer experience training, Stefan will share his extensive knowledge and provide personalized guidance to help you navigate the complexities of customer experience management and develop a roadmap for success tailored to your organization’s specific needs.
CX Masterclass - Course Modules
Setting the CX Vision and Strategy
• Develop a comprehensive CX strategy that sets your organization apart
Starting a CX Team
• Learn how to structure and manage your CX team for optimal results
Assessing the Current Performance
• Identify areas for improvement and prioritize initiatives based on impact
Designing the Customer Promise and Journey
• Customer journey mapping and identify key touchpoints
Creating a Measurable Action Plan
• Set measurable goals and KPIs to track progress and demonstrate ROI
Listing, Analyze, Report, React (VoC, VoE, VoP)
• Analyze feedback, report insights, and take action to drive continuous improvement
Linking CX and EX
• Develop strategies to align CX and EX initiatives for maximum impact
Enabling and Recruiting Staff
• Learn how to recruit and retain top CX talent
Motivating and Rewarding the Right Actions
• Encourage and celebrate employee behaviors that drive positive CX outcomes
Delivering the Customer Promise across the Customer Journey
• Identify and address pain points along the customer journey
Measuring and Managing the Impact of your CX Initiative
• Communicate the business value of CX to stakeholders and secure ongoing investment
Rising to the Next Level
• Stay ahead of the curve by anticipating and adapting to changing customer needs
Each chapter is moderated by Stefan Osthaus and complemented with rich download material including:
- a comprehensive training handbook with all material from the training
- an action plan template helping you to transition appealing ideas into actionable plans for your organization
- a task for each chapter allowing you to submit your understanding of the material to Stefan for feedback (free-of-charge)
- numerous templates, whitepapers, and exercises making the theory tangible and easy to turn into pragmatic improvements for your CX initiative
The program is sliced into easy to digest chapters that allow you to enjoy the program in parallel to your daily work.
Connect & Thrive
Beyond the agenda the CX Masterclass with Stefan Osthaus offers a wealth of opportunities to scale-up the knowledge of team members, acquaint leaders with the principles of customer centricity, network with peers from different industries, work on real-life cases, and discuss your organization’s individual challenges. The Global CX Community provides the ideal ecosystem to discuss what you have learned and bring your biggest challenges to your peers for feedback and support.
Each chapter has a comment, feedback, and question section. You are invited to submit your tasks to Stefan for complimentary feedback. Additionally, you can always book a fee-based 2-hour consultation with Stefan to get his help with any challenge around your CX or EX initiative.
Customer Institute Certified
Participants who successfully complete the Customer Experience Masterclass will be eligible to receive a certification from the Customer Institute, a respected authority in customer experience education. To earn the certification, participants must demonstrate their understanding of CX principles and strategies by completing all 12 chapters of the cx course, including the associated exercises and assessments.
The Customer Institute certification is recognized within the CX community as a mark of expertise and commitment to professional development. As a certified customer experience professional you will gain access to exclusive networking opportunities, ongoing learning resources, and the potential for career advancement in the field of customer experience.
You will receive both, a PDF certificate as well as an electronic certificate that can be added to your LinkedIn profile.