Customer Experience Strategy Masterclass
This DeepDive Masterclass is set up to enable you to create a draft version of your company’s CX Strategy and desired Customer Experience. However, if your learning preference is to work with hands-on demonstrations, or to work on the CX Strategy of another well-known company, we can tailor the program for your needs. We will briefly dive into the what & why of a CX Strategy, before sharing the process of creating a CX Strategy with you. You will then work together with your other team members in creating or refreshing the CX strategy and defining your desired Customer Experience. We don’t leave it at that – we will also brainstorm on initiatives you could take to create your desired Customer Experience and discuss next steps which need to be taken after you have finalized. Last but not least, we will inspire you with plenty of real-life examples in B2C, B2B and government context. Be prepared for an interactive session!
This customer experience strategy masterclass enables you to create a draft version of your company’s
customer experience strategy and …or to work on the customer experience strategy of … we can tailor the program to your needs .. what & why of a customer experience strategy before sharing how to create a customer experience strategy. You will then … refreshing the customer experience strategy.. Interactive session!
This online masterclass will be held on Zoom
Customer Experience Strategy Masterclass
Great Customer Experiences don't happen by accident, they happen by design! A Customer Experience Strategy is the 'North Star' by which a company (each and every employee) and its partners are guided in delivering a consistent and unrivaled Customer Experience.
It's important to create a simple, clear, realistic and inspiring CX Strategy. Which enables employees and partners to 'walk the talk', join the energy and efforts into creating the same desired Customer Experiences throughout the entire customer journey. If not, despite all best intentions, you are setting out for a inconsistent customer journey which falls short of meeting customer expectations.
Context
- What is a CX Strategy and why is it necessary to have one?
Creating a CX Strategy
- How do you create a CX Strategy? What do you need to build the right CX Strategy for your company?
- Is it challenging to build a CX Strategy?
- Creating a CX Strategy – the real thing!
Desired Customer Experience
- What is your Desired Customer Experience?
- Which Experience Drivers suit your company?
- Including realistic initiatives to achieve the desired experience
- So, now what? Concrete CX Strategy implementation steps.
Our way of working
To ensure an optimal learning experience session, the Masterclass is followed up with a 1 hour personal coaching session, in which we can expand on Customer Experience in your field or discuss any other CX related topic.
The online Masterclass will be held with Zoom and we will use MIRO, an online collaboration platform.
Are you ready for an unrivaled experience?
Do you want to get the ins & outs of Customer Experience, get inspired and activated by us to create distinctive experiences yourself?
Then this masterclass is for you! You can register via our form on this page or contact us at hello@cxunraveled.com
Awesome job! Thank you so much for this opportunity! I'm loving it and learning loads ;-) ... I also want to advertise it within my team as I think we could all benefit from it!Joana Costa Ferreira, Campaign Manager Flying Blue
Great masterclass to get a wide overview of all CX pilars. Highly interactive at a great location! Saskia Zuiderwijk – UX Research and Quality Lead, CitizenM Hotels
CX Unraveled unravels and untangles the quite woolly concept of customer experience by providing definition, value and deepening. After the CX in 1 Day Masterclass you go home with a wider understanding of CX, it’s usefulness and how to apply it in business contextQuint Oosterwijk, Project Manager
Thirza and Peter are customer experience experts that always think Outside-In. They always put the customer at the heart of everything. Following the CX in 1 Day Masterclass opened my eyes and I will continue to work on putting the customer at the center of what I developNaima Kissane, Head of Data and Content Strategy, KLM Royal Dutch Airlines
I feel like any company that is considering investing in CX and is not convinced yet, you should be after taking this masterclass. Furthermore, I found it to be quite insightful and full of relevant knowledge.Maurice van Warven - Experience Consultant at Harvest Digital
Got my CCXP certificate April 22nd. Peter Verheijde helped me kick-start my preparation with valuable material to prepare for the exam and some great tips to thoroughly plan my study time besides my job and two little kids at home. Definitely recommend.Bas Berkel, Head of CX and Product at Guidion
These trainings have been extremely beneficial, especially in the current environment where customer experience is essential to acquire new customers as well as increase retention rates. Every marketing, sales and support department should have these trainings.Roosmarijn Cornelissen, Senior Director Insight at Oracle
I joined the full set of CX Unravelled Master Classes, and what a great learning experience it was! The set up of the Master Classes is very well planned and highly interactive. A real bonus is the one-on-one coaching offered after each class! The whole CX Unravelled experience leaves you with the will to want more and learn more, and most important of all, the confidence to put CX into practice in your daily working environment.Jeremy Walder - Assistant Manager Registry Services at the RIPE NCC
A great way to get an overview of and practice CX in one day. Looking forward to the short personal coaching session which is offered after the Masterclass.Fiona Merckx, Customer Experience Manager at ACG
Trainer
Peter Verheijde
Peter is a passionate and certified Customer Experience professional (CCXP), working over 25 years in this exciting field. With his roots in customer research, both at agency as in company, he has a strong customer focus in everything he does. Within his professional journey he worked on all major CX areas. He gets energy from connecting to other people and turning key insights into practical solutions and better experiences.
Trainer
Thirza Schaap
Thirza sometimes jokingly calls herself a CX and Human Centered Design fanatic and there is definitely a truth in that. She has over 15 years of experience in the Customer Experience field and has helped create better customer & employee experiences at KLM, Dutch Railways, Guidion and the Dutch Ministry of Foreign Affairs. Thirza’s mantra is “never trust your assumptions” and she loves it when she has empowered people to see how they can truly create better experiences.
Apply for this masterclass
The price for this masterclass is € 299,- excl. VAT