Fundamentals and Methods of Customer Experience: The experience5 CX Masterclass
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!
The CX Masterclass is aimed at those who want to further develop their knowledge about best practice disciplines, tools, techniques and methods in the field of customer experience that are used around the globe. All participants of the Masterclass are able to create their own personal development plan and apply the acquired knowledge immediately in their organization.
During this masterclass, we will cover all main aspects of introducing a Customer Experience program in a medium to large organization.
- Strategy – customer centricity is not the only possible corporate strategy … but the most sustainable
- Culture – how to create an empowered culture for customer centricity
- Organization – how to set-up a CX team in different phases of program maturity
- Governance – how to ensure that findings from the CX program lead to organizational improvements
- Customer Journey Mapping – Workshop: how to build a customer journey map and what to do with it
- Voice-of-the-Customer programs – how to effectively and efficiently listen to your customers
- How to turn data into insight and into action?
- Employee Experience – CX and EX, two sides of the same coin
- Other CX/EX topics per participants’ request
Material: Masterclass workbook – included in your ticket fee
Your facilitator: Stefan Osthaus is one of Europe’s leading CX 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 a global keynote speaker and the author of “The End of Work-Life Balance”.
Our CX Masterclass is certified by the Customer Institute!
Now also available as an online course:
The CX Masterclass is also available as an exclusive in-house seminar for your team!
Contact us for more information and a quote!
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.
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 meet like-minded CX experts from various industries and companies. Take advantage of the opportunity to expand your network and get to know contact persons for future exchanges of ideas. The seminar will provide enough time to discuss your individual challenges with your CX program and develop effective solutions.
Executive Briefing on Customer Centricity
Strategic Options & Their Impact on the Bottom Line
The Executive Briefing on Customer Centricity with Stefan Osthaus is a high-caliber one-day strategy workshop with one of the industry’s top thought leaders. The event is ideal for
- Executives needing to define the corporate strategy and determine the extent of customer centricity therein
- Functional and Regional Leaders who need to translate the corporate vision and strategy for their area of responsibility
- Board Members who need to complete their insight into customer centricity options and execution models.
Duration & Format
The Executive Briefing on Customer Centricity with Stefan Osthaus is a one-day event. We offer the briefing as public events open to individual registrations as well as in-house events exclusive to a particular organization or government entity.
Customer Centricity has come a long way, morphing from a utopia idea, to lip service, to experimenting across different functions all the way to a best-practice-driven strategic option, that predictably impacts the bottom line.
While Customer Experience Masterclasses teach practitioners how to build an effective CX program, this executive briefing enables corporate leaders to choose the right customer centricity strategy and determine the realistic results and pitfalls of such strategic choices.
The Executive Briefing also enables functional and regional leaders in the organization to effectively translate the corporate vision and strategy for their area of responsibility.
During the Executive Briefing on Customer Centricity with Stefan Osthaus, we will cover all main aspects of determining the customer centricity strategy in a medium to large organization or government entity.
- Customer What?
Why top global brands have made customers their focus
- What do I have to do with Strategy?
Strategy options for our organization and their impact on our business
- And what’s the point of all this?
Return-on-Investment from customer centricity initiatives
- How customer-oriented are we?
Organizational maturity levels in customer centricity
- Option 1 (for corporate executives – “we must fund it”):
Customer orientation as a journey – where are we headed?
- Option 2 (for functional and regional leaders – “we must support it”):
Don’t be too customer-oriented – customer wishes vs. corporate reality!
- So what?
Putting insight to work (individual implementation planning)
Options and Impacts
Explore strategic options and understand synergies and conflicts with customer centricity as you fine-tune your own vision and strategy. Make well-educated choices understanding the impact on bottom line for each of your options.
Quantify the Return on Investment for customer centricity related cost and investments to determine the benefit and justification for your customer centricity choices.
Facts and figures
From industry benchmarks to improvement potential, in this strategy briefing you will gain an understanding of what’s achievable with your individual strategic choices.
You will also understand how to quickly and efficiently turn your customer centricity strategy into a continuous improvement path for your organization.
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 Executive Briefing on Customer Centricity is hands-on and focused on pragmatic execution.
You will walk away with individual implementation steps to make your customer centricity strategy sustainable and successful.
Networking and solving your own challenges
In our public Executive Briefings, you will meet like-minded executives from various industries and companies. In-house briefings, on the other hand, give you a unique opportunity to hone-in on customer centricity related challenges with your peers from other functional areas or regions.
Take advantage of the opportunity to expand your network and get to know contact persons for future exchanges of ideas. The briefing will provide enough time to discuss your individual challenges with customer centricity strategy and develop effective solutions.