CX In 1 Day: Get Inspired & Activated
In this CX Masterclass we will introduce you to the basics of CX and help you unravel what CX is, why you & your company should invest in it, and where to start in creating unrivaled customer experience. We’ll share practical examples from CX leaders (B2C, B2B and government) as well as put you to work applying your learnings to real-life cases. In the final part of the Masterclass you will gain hands-on experience in Customer Journey Mapping.
This full day masterclass will be held at our office in a historic 17th century building in the heart of Amsterdam.
CX In 1 Day: Get Inspired & Activated
Customer Experience is the new competitive battleground for business. Price and quality are no longer key competition drivers for companies. The companies that stand out to customers are the ones that invested in creating an unrivalled experience. But what is Customer Experience? And how can you create these unrivalled experiences, instead of leaving them no chance? Get inspired and activated in 1 day!
What, why & how of CX
- What is Customer Experience?
- Why is it important for you & your company to invest in Customer Experience? Facts & Figures with which you can convice others.
- How do you create an unrivaled Customer Experience?
Here we give an overview of the 6 pillars of Customer Experience.
- CX Strategy
- Customer Understanding
- Human Centered Design
- CX Measurement
- Customer Centric Organization
- Customer Centric Culture
For every pilar we’ll share main theory, best practices and you will get your hands dirty on one practical exercise. Throughout the day we’ll work with a joint case.
Tool: Customer Journey Mapping
- What is it, how do you use it?
- Customer Journey Mapping exercise
Our way of working
To ensure an optimal learning experience, the masterclass will have a personal intake to discuss your learning goals as well as a follow up coaching session in which we can further discuss on how to apply your learnings into your personal context. This full day Masterclass will be held at our office in Amsterdam.
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 € 749,- excl. VAT