LEARNING PROGRAMS

Upcoming Instructor-Led Courses

28 May 2024 - Customer Experience (CX) Leadership Mastery - Igniting the Leader Within

Welcome to "CX Leadership Mastery: Igniting the Leader Within," a transformative one-day course designed to unleash your potential and pave your path to greatness in the Customer Experience (CX) domain. This course is meticulously crafted for CX leaders and professionals seeking to make a significant impact in the CX landscape.  Through this intensive program, participants will gain the essential skills, knowledge, and mindset needed to excel as a CX leader, setting their careers on a trajectory towards excellence. Course Objectives: By the end of this course, you will: 1. Define your leadership vision and craft a strategic roadmap for CX excellence. 2. Learn effective leadership principles to become an influential figure in the CX field. 3. Navigate the complexities of CX programs with the right skills and strategic positioning. 4. Master the art of relationship building, charisma, storytelling, and disciplined project management to inspire and drive your team toward success. Upon completion, participants will emerge more confident in their roles as CX leaders, equipped to achieve their personal and professional goals. This course not only prepares you for immediate success in CX leadership but also lays the groundwork for advancing to more senior roles. You'll leave feeling proud of your ability to make a tangible impact, improve your relationships, and navigate the complexities of CX with grace and authority. Join Us: Dare to lead with vision and passion.  Enrol in "CX Leadership Mastery: Igniting the Leader Within" today and start your journey towards becoming an influential leader in Customer Experience. Date: 28 May 2024 Time: 09h00 - 15h00 (GMT+2)

€295,00 EUR

18 June 2024 - Building a high-performance Customer Experience (CX) Team

This course is designed to empower leaders with the tools and strategies necessary to build a high-performance Customer Experience (CX) team. It offers a comprehensive approach to assembling a team that not only excels in delivering outstanding customer experiences but also sets your brand apart in the competitive marketplace. Learn how to unite your organization around a customer-centric mindset, define key roles and responsibilities for CX success, and enhance team dynamics for better collaboration and engagement. Course Objectives: By the end of this course, participants will: 1. Understand the essential components of a high-performing CX team. 2. Learn how to align team members towards a unified vision for CX excellence. 3. Acquire strategies to unlock the full potential of each team member, fostering a culture of accountability and care. 4. Master the art of creating and maintaining a healthy team dynamic, conducive to innovation and peak performance. 5. Gain access to invaluable resources and templates for team identity, personal user manuals, team retrospectives, and an accountability model. Upon completion, you will be equipped to lead your CX team to new heights of success, characterized by improved performance, reduced stress, and increased satisfaction. Your team will be more cohesive, passionate, and productive, delivering superior results that enhance the customer experience. Additionally, the skills, templates, and methodologies learned can be applied to foster high-performance cultures in other teams within your organization. Join Us: Transform your team, your leadership, and your organization's approach to CX. Enroll today and start the journey towards building a world-class CX team. Date: 18 June 2024 Time: 09h00 - 15h00 (GMT+2)

€295,00 EUR

25 June 2024 - Revolutionize the Employee Experience with Journey Mapping

This course was created to equip leaders and professionals with the tools to design personalised employee journeys that resonate with the brand's essence and add significant value to the workforce. This course unveils the transformative power of employee journey mapping.  Participants will learn how to identify and enhance critical moments of truth in an employee's journey, creating tailored experiences that not only engage and retain top talent but also drive a culture of high performance and employee satisfaction. Course Objectives: By the end of this course, participants will: 1. Master the art of employee journey mapping to revolutionize the employee experience (EX) within their organization. 2. Understand how to articulate and deliver on the brand promise to employees, ensuring their experiences align with organizational values. 3. Identify common challenges and needs within the employee journey and how to address them. 4. Recognize the impact of organizational culture on employee contributions and strategies for fostering a positive shift. 5. Learn the skills necessary for leaders to confidently and authentically uphold their values, enhancing the overall EX. Upon completion, you will have a holistic understanding of how the employee experience impacts customer experience (CX) transformation efforts. You'll be equipped to influence executive-level discussions and initiatives, ensuring the success of both EX and CX strategies. Additionally, you will be better prepared to support HR teams in developing effective employee journeys, fostering a culture where the employee experience is recognized as a critical component of customer-centric business transformation. Join Us: Step into a leadership role in transforming employee experience through strategic journey mapping.  Enroll today, and start leading your organization towards a future where every employee feels valued, engaged, and aligned with the brand's mission and values. Date: 25 June 2024 Time: 09h00 - 15h00 (GMT+2)

€295,00 EUR

9 July 2024 - Prove the Value of Customer Experience (CX) with Metrics, Measurements, and ROI

This is a strategic course designed for professionals seeking to underscore the importance of customer experience (CX) through quantifiable data. In this critical one-day program, participants will delve into the art and science of compiling a compelling business case for CX initiatives, powered by robust metrics and a comprehensive CX scorecard. This course aims to equip CX professionals with the skills to effectively track, analyze, and communicate the return on investment (ROI) of their CX efforts, thereby securing buy-in and support from key stakeholders within their organizations. Course Objectives By the end of this course, you will: 1. Understand the significance of ROI questions and how to address them confidently. 2. Master the measurable aspects of customer experience, debunking myths that CX impact is unquantifiable. 3. Learn to engage stakeholders effectively in discussions around CX metrics and measurements. 4. Set realistic, achievable goals that align with your organization's strategic objectives. Upon completion, you will possess a clear understanding of your financial and customer satisfaction goals, armed with the confidence to lead measurement discussions. You'll be able to establish a clear baseline for your CX efforts, enabling transparent and undeniable demonstration of results. Moreover, you'll empower your organization to recognize the undeniable value of customer-centric strategies, feeling proud of the measurable impact of your CX initiatives. Join Us: Elevate the status of customer experience in your organization by demonstrating its undeniable value.  Enroll today and transform the way your organization perceives, measures, and invests in CX. Date: 9 July 2024 Time: 09h00 - 15h00 (GMT+2)

€295,00 EUR

23 July 2024 - Drive Customer Experience Change and Activation amidst Complexity

Abraham Maslow said, “In any given moment we have two options: to step forward into growth or step back into safety.”    In this one-day course as part of the CX Mastery program, we want to empower you to drive change in your organization. Bring your customer and employee journey designs to life and create impactful change within your organization. Learn powerful methods and strategies to drive change, activate experience improvements, and foster a customer-centric culture. Engage the entire organization, align teams, and inspire collective action to deliver exceptional experiences. By activating improvements and co-creating business results, you'll transform your organization into a powerhouse of customer experience. Course Objectives   By the end of this course, you will: 1. Master the disciplines needed to get things done in a busy, complex environment. 2. Acquire the skills to engage people and influence them to join your cause. 3. Learn the tricks to get people to pay attention to your initiatives. Upon completion, you will: 1. Have a clear understanding of the methods and disciplines required to drive CX change. 2. Feel proud of the tangible results you achieve. 3. Increase your impact with each successful CX initiative, contributing to a culture of continuous improvement and customer-centricity within your organization. Join Us: Elevate the status of customer experience in your organization by learning how to drive and activate meaningful CX change.  Enroll today and transform the way your organization perceives, engages with, and invests in CX initiatives Date: 23 July 2024 Time: 09h00 - 15h00 (GMT+2)

€295,00 EUR