Certified CX Masterclass

Certified CX Masterclass

2 – 4 December | Riyadh, Kingdom of Saudi Arabia

Turn your knowledge into practical skills

2025! A market of constant change, like never before. Today, the success of a business depends on the loyalty of its customers.

80% of customers say they are more likely to do business with a company that offers personalized and seamless experiences. (Forrester Research)

73% of customers in the region are willing to pay a premium for superior experiences, making CX a critical differentiator for businesses in KSA. (PwC Middle East report)

Businesses that invest in CX are not only building stronger customer relationships but are also driving higher revenues, with Harvard Business Review reporting that companies with superior CX grow revenues 4-8% faster than their market peers.

CX Masterclass helps you implement effective customer experience practices and find solutions to create a customer-centric organisational mindset. You’ll learn to develop processes that support consistent interactions, ensuring a clear competitive advantage for your organisation.

 

It is a comprehensive CX training programme, certified by the Customer Institute.  At the end of the CX Masterclass you become Certified Customer Centricity Expert (CCCX).

For the Kingdom of  Saudi Arabia the course is organised with the help of  Next Level Networking. 

Vision 2030 in the Kingdom of Saudi Arabia is driven by ambitious growth goals, yet achieving them hinges on delivering exceptional customer experience. As the nation transforms into a global hub for innovation, tourism and business, organisations recognise that providing an exceptional customer experience is no longer optional, it’s essential.

This is a complete package designed to deliver lasting impact before, during, and up to 6 months after the course. With a focus on individual growth, organisational success, and expert-led CX transformation strategies, this programme ensures real, actionable results.

This is more than just a course, it’s a comprehensive package designed to create real, lasting change for you, your company, and your customers. From pre-course preparation to post-course support, we are committed to your success every step of the way.

Join the Masterclass

Learn from experts in the field

Customer Experience Masterclass is held by Gabriela Ciupitu, CCXP and Codin Caragea, 

The course is aimed at professionals working in the fields of Customer Experience, Marketing, Sales, Operations, Customer Service, HR, but also entrepreneurs who want to put the customer at the center of their decisions, in the company they run.

Gain valuable new skills and competencies from experienced professionals, and learn how the discussed concepts are applied in practice through real-life case studies implemented in companies.

Share ideas with like-minded individuals and build lasting relationships with CX professionals from various industries.

Trainers

Gabriela Ciupitu CX Masterclass_Trainer
Gabriela is #1 in the World Top CX Influencers in 2025, according to Customer Experience Magazine.. Her mission is to support companies to define, implement customer-centric business strategies and align organisational processes and culture to promises. Gabriela is a certified Customer Experience Professional (CCXP) and co-author of the book Customer Experience 4. She is a member of the Customer Institute Board and sits on the juries of the European Customer Experience Awards and Customer Centric World Series.

GABRIELA CIUPITU

Founder

Codin Caragea_guest Certified CX Masterclass Riyad
Codin Caragea is a certified customer experience professional (CCXP) and a Lean Six Sigma black belt. With a rich 23-year journey across banking, management consulting, and utilities he is a visionary leader and a fervent advocate for customers. With a relentless drive to lead transformative change, he builds strategies that deliver exceptional value and foster world-class customer experiences.

CODIN CARAGEA

Founder and CEO

What will you learn

Customer experience is a complex of methods, techniques, digital tools but above all it is a mindset.

In the CX Masterclass, you will have the opportunity to learn, experiment and practise what you learn! At the end, on the basis of a test, you become a Certified Customer Centricity Expert, an international certification that recognises your specialisation in the field.

Our trainers will share practical insights, case studies and lessons learned from his experience, as well as the challenges he has faced. We have prepared an inspirational course to motivate you to achieve professional results in an area of great interest to all industries, as well as an international certification to prove your expertise.

A Comprehensive, One-of-a-Kind Programme

The masterclass takes a holistic approach to CX transformation, covering all the relevant elements and methodologies: These include customer persona, CX strategy, CX governance, customer journey management, voice of the customer, performance management and customer-centric culture.

Exclusive Before and Post-Course Benefits

The benefits don't stop once the 3-day training course has finished. From a personalised pre-event CX assessment and a 6-month group mentorship to access to a private global CX community and special discounts for in-house training, this programme provides everything you need to implement and sustain a winning CX strategy.

Expert-Led Training and Coaching

Learn from world-class CX experts who have many years of practical experience and insights to share. The programme includes a guest session with a renowned CX expert, as well as one-to-one executive coaching and group mentoring to ensure you receive personalised guidance tailored to your needs.

Earn a Globally Recognised Certification

Attending the course will qualify you as a Certified Customer Centricity Expert (CCCX), a prestigious accreditation from the Customer Institute. Valid for 3 years, this certification demonstrates your expertise and commitment to customer experience (CX) excellence, and can be extended for life.

Practical Tools and Resources

You will learn how to create memorable experiences for your customers and employees by using advanced tools and techniques to analyse, evaluate and improve the customer experience effectively, obtaining measurable results. You will enjoy free access to these tools for 2 months after the event.

Real Networking and Collaboration

With a limited group of only 15 participants, this masterclass provides an exclusive opportunity to connect with like-minded professionals, exchange ideas and work together to solve real-world problems. Closed-door roundtable discussions and face-to-face interactions foster a supportive environment for meaningful networking.

This masterclass it’s an investment in your professional growth, your organsation’s success, and your ability to lead CX transformation. Don’t miss this opportunity to be part of a truly unique experience in Riyadh.

Reserve Your Seat NOw

Pre-Event CX Assessment: Setting the Foundation for Success

Even before the course begins, each participant will receive a personalised CX Maturity Assessment for their organisation. This comprehensive evaluation will assess the current state of your company’s customer experience practices, identifying its strengths and areas for improvement.

During the event, you will receive a customised report based on the assessment, providing valuable insights tailored to your organisation. This report will be a valuable tool throughout the course, enabling you to:

  • Understand your starting point: gain a clear picture of where your organisation stands in its CX journey.
  • Focus on what matters most: identify key areas to prioritise for maximum impact.
  • Apply learnings effectively: use the insights to align the course content with your organisation’s unique needs and challenges.

This pre-event assessment ensures you arrive at the course fully prepared with a clear understanding of your organisation’s CX maturity. It’s the first step in creating a targeted, actionable CX transformation strategy that you can implement immediately after the course.

Module 1 - CX Strategy & Governance

1. Introduction to CX Concepts

We recap the most important concepts in the field and the factors to consider when building a CX strategy and culture in your company:

  • Understanding Customer Experience;
  • The importance of customer-centric approach in companies aiming to delight customers and employees;
  • Customer expectations vs promises organisations make;
  • Customer Experience Framework – the building blocks for building a CX programme.

Discover how you can implement effective CX governance that will win customer loyalty and contribute to achieving the targeted business outcomes:

  • The role and responsibilities of a Customer Experience team within a company;
  • Customer Experience governance: sponsor, internal organisation, interdepartmental collaboration, communication;
  • Effective CX governance functioning and the routines needed within the company to develop a customer-centric culture.

The topics covered emphasize everything you need to know to build a successful CX strategy for your company, regardless of domain:

  • Company mission and vision from a customer experience perspective;
  • The building blocks for developing a CX strategy;
  • Aligning Customer Experience strategy with business strategy;
  • Practical exercise: creating a Customer Persona for your company and a consistent and realistic promise for it;
  • You will start building the CX strategy and action plan based on the needs and desires of the customers but also of the company;
  • Involve and motivate the whole organisation in implementing the CX strategy;
  • Communicate the strategy and plan throughout the organisation.

Module 2 - Customer Journey & Customer Voice

1. Customer Journey Map

We provide you with all the knowledge and tools you need to draw up a customer journey map right away:

  • The stages of a customer journey map and the team involved;
  • Designing a clear and effective customer journey map;
  • Methodologies for identifying the causes of problems in the process;
  • Applying brainstorming techniques to find innovative solutions;
  • Prioritising actions to achieve the greatest impact with the least effort;
  • Building a realistic implementation plan for transforming the customer experience;
  • Long-term customer journey management;
  • Digital tools for customer journey management.

Get more information about current methods and standards for measuring VOC:

  • Sources, methodologies and digital tools used to collect and analyse the voice of the customer;
  • Stages of a voice of the customer programme and stakeholder structure within the organisation;
  • Quantitative and qualitative indicators of customer interaction;
  • The importance of interdepartmental collaboration to integrate the voice of the customer into the company’s business decisions and activities.

Module 3 - Digital Experience & CX Culture and Performance

1. Digital Experience

Learn how to successfully integrate technology into CX processes so you can successfully provide employees with quality service support, communicate effectively with customers, and learn about their needs and preferences:

  • Omnichannel customer communication processes;
  • Balancing digital and human interaction;
  • The impact of technology and artificial intelligence (AI) in customer interaction;
  • Integrating empathy into the digital customer experience;
  • Example of technology used in call center customer interaction.

Discover the most effective methods, tools and techniques for measuring customer satisfaction and monitoring CX performance.

  • Coordinate performance monitoring across the organisation. VOB (Voice of Business), VOP (Voice of Process), VOC (Voice of Customer), VOE (Voice of Employee) and VOA (Voice of Action) at the key stages of the customer journey;
  • The main indicators to measure the impact of customer experience initiatives in organisations;
  • Use data to indicate the predictability of business and customer experience.

Find out which are the necessary tools and methods through which you can check and measure the CX maturity in organizations, regardless of the field they belong to:

  • CX maturity assessment of the company – Customer Experience Romania model;
  • CX Maturity Study in Romania 2024 – conclusions and elements of best practice in the Romanian market.

We discuss the key aspects and steps that will help you build a customer-centric organizational culture:

  • Understanding the fundamentals of a customer-centric culture and the impact on company performance.
  • Identifying internal barriers and factors that support a customer-centric culture.
  • Develop an action plan to transform the organisation into a customer-centric one.
  • Practice methods of influence and buy-in at executive and operational levels
  • Elements that contribute to the success of a customer-centric culture, the role of a customer-centric organizational mindset;
  • The role of the organization’s management in developing and sustaining a customer-centric culture.
  • The Certified Customer Centricity Expert (CCCX) title and diploma is obtained if you have at least 75% correct answers to the 40 questions.
  • You can complete the test in one hour.
  • The questions are based on information, exercises and discussions from the CX Masterclass.

Post-Course Benefits: Your CX Journey Doesn’t End Here

 

The Certified CX Masterclass is more than just a 3-day event. It marks the start of a transformative journey. We have designed exclusive post-course benefits to ensure that you and your organisation continue to thrive long after the training has ended. Here’s what makes this programme truly exceptional:

1. Three hours of one-on-one executive coaching

After the Masterclass, you will receive 3 hours of personalised coaching or consultancy with the course trainer. This is your opportunity to present how you’ve applied the learnings to your CX strategy and receive personalised advice on how to refine and enhance it. What’s even better? You can invite your colleagues who are working with you on the strategy, even if they didn’t attend the Masterclass! This ensures your entire team benefits from expert guidance.

Stay connected with the trainer and your peers by attending 3-hour group mentorship sessions every month for the next 6 months. These virtual sessions are designed to provide ongoing support, address challenges and share insights under the expert guidance of the trainer. It’s a powerful way to stay on track and continuously improve.

Continue using the practical tools introduced during the course to implement and refine your CX strategy. Explore these tools for 2 months to help you drive real results and measurable improvements.

Join a private space for CCCX-certified professionals within the Global CX Community, created by the Customer Institute. This exclusive network connects you with like-minded CX leaders.

If you choose to partner with us for in-house CX training, your company will receive a special discount. This is the perfect way to extend the impact of the Masterclass to the whole of your organisation.

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Your Investment in Expertise That Lasts

This masterclass it’s an investment in your professional growth, your organsation’s success, and your ability to lead CX transformation. Don’t miss the opportunity to be part of a truly unique experience in Riyadh.

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