Customer Experience Masters Workshop

Overview Objectives Audience Methodology Contents Certificate FAQ's

Course Overview

Great thinking and techniques need to be aligned to a strong culture where the customer feels that the company is genuinely aligned with what they want and need. A culture of customer obsession applied using next-generation thinking creates change momentum that rapidly spreads throughout the whole organisation. Within five years CX will not just be a success factor, it will be critical to any form of growth, even survival. Accelerating the impact of customer experience momentum starts with developing the capability of your company staff.

Customer Experience Masters Workshop course enables you to learn new skills and methods that create a culture of customer experience obsession, which can be accelerated into all areas of the organisation. We will show you advanced techniques related to innovation, performance implementation, customer loyalty which helps create a customer-centric organisation truly differentiated from the competition, in the eyes of the customer. Changing a company where the customer is truly at the centre of everything a company does is challenging but extremely rewarding if approached in the right way. Companies that succeed truly dominate their industries and remain so.

Important Features

The important features of the Customer Experience Masters Workshop course are:

Development of and practice in new techniques to drive competitive advantage through improved customer experience
A focus on Customer Innovation and the introduction of a framework to structure it
Linking business strategy to customer innovation
Participants will understand the drivers of customer-centric behaviour
A focus on successful technology implementation

Learning Objectives

Participants on the Customer Experience Masters Workshop will be able to:

Use the customer experience innovation framework
Link innovation to business strategy
Identify CX-driven competitive differentiation
Align success measures to change organisational behaviour
Create a CX-aligned adaptive technology environment
Define a CX implementation process

Target Audience

The Customer Experience Masters training course is designed for all those who wish to build on their experience and knowledge and become genuine masters in defining and applying the customer agenda. Participants will mainly have had some exposure to customer experience roles but would not necessarily be in a customer-facing front-line job but would be in a role where a consideration of the customer is important – e.g. customer service, operations, product management, marketing or strategy, “C” level executives dedicated to building a customer-driven company, in particular – Chief Executive, Chief Marketing Officer, Chief Operating Officer.

Training Methodology

This practical and results-oriented Customer Experience Masters training course is based on adult learning concepts which can be readily applied back into the organisation. Our proprietary learning platform combines highly participative and inspirational learning with an online training school to re-enforce and extend learning, a practice lab, self-paced assessments that creates gap based learner journeys plus a knowledge bank containing all the tools, techniques, case studies, videos – to allow the participant become the most skilled and capable they can be.

Course Contents

Module 1 - Customer Experience Innovation Framework and Techniques

On Day One the course covers a practical framework for CX innovation and further techniques to support it

Key Topics

The driving fundamentals of the next practice innovation framework should contain and understand how it helps a CX function to identify opportunity where traditional innovation thinking fails
Approaches to linking innovation to the customer strategy and structured change programmes
Innovation – truths and myths
Creating a methodology to build either a simple (lite) or a comprehensive (enterprise) business case which can be applied to any change programme, measuring P&L impact, ROI and KPI impact.
New innovation techniques which assertively identify new ideas and solutions which drives significant impact on both customer and company.
Understand the process to change the organisation’s thinking patterns by re-defining their driving focus and create new revenue, market and differentiation opportunity.
Extended outcome-based thinking techniques to uncover new customer innovation opportunities
Guidelines to practically implement innovation projects into the organisation in a way that minimises the negative impact of “business as usual”

Module 2 - Customer Innovation, Business Strategy and Competitive Differentiation

On Day Two the course will focus on business strategies for customer innovation and competitive differentiation

Key Topics

Why typical Business Strategy approaches fail to deliver for the vast majority of organisations
How customer experience-obsessed organisations align the customer experience strategy into the business strategy as the core differentiator for business superiority.
Understand approaches to assess the organisation’s ability to deliver against its strategies in a way that uses the company’s staff to help prioritise and define change programmes.
Techniques to align staff to a common consensus on priorities and approaches, so strategies not only drive a culture of CX obsession, they are widely supported within the organisation.
Competitive differentiation:
- How to quickly assess organisational capability against either traditional or disruptive competitors.
- How to build a specific competitive differentiation success strategy against both short, medium and long-term goals
- How to align competitive differentiation into the strategic agenda

Module 3 - Implementing the Customer-Centric Organisation

On Day Three the course will introduce behavioural change techniques, enable participants to define an appropriate technology support environment and pull it all together into an implementation process

Key Topics

Defining the “right” measures for the organisation to align customer outcomes to the business, people and supporting technology
Amending traditional balanced scorecard approaches to focus on everything an organisation does to the customer agenda
Creating a driving focus and behaviour whilst removing complexity in success measurement
Understand the reasons why 70% of technology change programmes still underperform or fail
The fundamental misalignments in automation projects. How successful organisations improve business to technology alignments
Creating a technology innovation framework that moves from traditional “prescriptive” to more flexible outcome-based “adaptive” technology environments which remove legacy complexity, cost and failure
The Automation Landscape technique and its application to a specific case study
The CX Implementation Methodology for accelerating momentum and establishing a culture of customer-obsession
The FAST methodology to drive success strategies for effective CX leadership
The most common mistakes in implementing an effective CX-driven organisation – and the 10 driving guidelines to avoid the most common pitfalls
Why driving a culture of CX obsession starts with belief and culture not projects and process.
How driving a focus on customer outcome into every aspect of the organisations thinking and culture will change.

Classroom Session

Dubai

21 - 23 Oct 2026

$3,950

Dubai

07 - 09 Apr 2027

$3,950

London

14 - 16 Jun 2027

$3,750

Dubai

06 - 08 Oct 2027

$3,950

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Online Session

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Certificate

Upon successful completion of this training, participants will receive a PROMISE Certificate of Completion.

Certificate

Upon successful completion of this training, participants will receive a PROMISE Certificate of Completion.

This Program has been approved for 25.00 HR (General) recertification credit hours toward aPHR , aPHRi , PHR®, PHRca®, SPHR®, GPHR®, PHRi and SPHRi recertification through HR Certification Institute® (HRCI®)

testimonials

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An exceptional learning experience. This stands out as one of the most comprehensive and well-structured courses I have encountered in my career.