Wednesday Academy

Customer Experience Masterclass

Fundamentals & Methods of Customer Experience

The Customer Experience Masterclass with Stefan Osthaus is a high‐caliber education with one of the industry’s top thought leaders.

The 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 Customer Experience Masterclass can create their own personal development plan and apply the acquired knowledge immediately in their organization.

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!

Video greeting from the teacher:

Content

   Fundamentals and Methods

   Facts and Figures

   Case Studies and Industry Best Practice

   Networking and Solving own Challenges

   Corporate Strategies

   Customer-centric Culture

   CX Organization

   Voice-of-the-customer Programs

   Employee Experience

   Data, Insight and Action

Testimonials

Maggie Wheeler

Founder and Owner of the customer experience world global events

"Stefan is a unique individual with exceptional knowledge from having worked in the industry to servicing the industry. He is a great leader that fully immerses himself in projects to gain real insight to help organisations overcome their challenges. Stefan is an extremely likeable character and full of energy and fun!"

Thomas Gröhl

CMO at riskmethods

"Stefan is a true international business leader. His excellent marketing knowledge, business accumen and leadership skills are valued by many individuals. He is often quoted for his innovation and proactive drive of the business. I hope that our paths will cross again in the future."

Agenda

DAY 1  - 08.30-16.30

08.30-09.00 |  Registration and breakfast

09.00-09.15 |  Welcome, Introductions and Expectations

09.15-11.15 |  Strategy - Customer centricity is not the only possible corporate strategy - but the most sustainable

  • What is Customer Experience and why does CX matter now?
  • Expectations drive satisfaction
  • The Inside‐Out Outside‐in Model
  • Customer requirements: Effect, emotion, and effort
  • Dimensions of corporate reality: Product, process and people
  • Group Exercise: How can you win?
  • The CX Maturity Model
  • The ROI of Customer Experience
  • Documenting the status‐quo: The role of assessments in experience strategies

11.15-11.30 |  Break

11.30-12.30 |  Culture - How to create an empowered culture for customer centricity

  • Customer Experience is an attitude – not a department!
  • Common characteristics of customer centric brands
  • Creating a culture that drives superior financial performance
  • Top tips to enable culture change

12.30-13.30 |  Lunch

13.30-14.15 |  Organization - How to set‐up a CX team in different phases of program maturity

  • Organizational CX Implementation
  • Roles & Responsibilities
  • Evolution of organizational set‐ups in different maturity phases

14.15-14.30 |  Break

14.30-16.30 |  Governance - How to ensure that findings from the CX program lead to organizational improvements

  • From data to insight to action: How to ensure swift action based on VoC feedback

16.30 |  Summary, Feedback, End of Day 1

DAY 2  - 08:30 -16.30

08.30-09.00 |  Registration and breakfast

09.00-09.15 |  Review and Open Questions from Day 1

 09.15 - 12.30 |  Voice‐of‐the‐Customer programs - How to effectively and efficiently listen to your customers

  • Implementation phases based on organizational Readiness
  • A pragmatic start into your VoC: Exploration
  • Exercise: Where could you apply the method of exploration in your business
  • The Customer Journey
  • Customer Journey Mapping
  • Group exercise: how to build a customer journey map and what to do with it
  • Automation of your VoC program

12.30-13.30 |  Lunch

13.30-14.15 |  Employee Experience - CX and EX, two sides of the same coin

  • The 4P of Employee Experience
  • Voice of the Employee: The Great People IndexTM
  • Employee Suggestion Programs that work

14.15-15.30 |  Experience Design

  • How to turn data into insight and into action

15.30-15.45 |  Break

15.45-16.30 |  Other CX/EX topics per participants’ request

16.30 |  Summary, Feedback and End of Day 2

Who should attend?

  • Executives needing to understand the elements of a CX strategy
  • Heads of Marketing or Customer Service who want to initiate or
    improve the CX program driven by their function
  • Customer Experience practitioners who need to learn or expand the
    skills required for their jobs.

Teacher

Stefan Osthaus

Customer & Employee Experience Expert, Keynote Speaker, Author

Bringing over two decades of leadership experience to experience5, founder and CEO Stefan Osthaus is a sought‐after keynote speaker and the author of The End of Work-Life Balance.

Upcoming event and reservation

Date: 11-12th November 2020
Time: 08:30-16:30
Venue: Online
Price: 12 990 sek ex vat

Duo ticket: 1 000 SEK discount per attendee
Charity organization with a 90- charge account: 40% discount (discount code VIP-90)

Reserve your seat here ➡

Interested in a customized course?

We often produce customized courses. Read more or contact Klara Sernemyr at 073-320 70 99 or .

upcoming dates
11-12th November, online
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