Certified CX Masterclass
27 – 29 May | myhive S-Park, Bucharest
Turn your knowledge into practical skills
In a world of constant change, the success of a business depends on the loyalty of its customers. 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.
Customer Experience Masterclass is a comprehensive CX training programme, the only one in Romania certified by the Customer Institute. The course gives you an in-depth insight into the principles, strategies and current trends in CX through 4 interactive modules.
At the end of the CX Masterclass you become Certified Customer Centricity Expert (CCCX) based on a test that will recap the information provided during the programme. The certification is valid for 3 years and can be extended for life by attending another Customer Institute accredited CX course within the first 2 years of obtaining it.
Our programme includes theoretical elements, statistics and trends in the CX field, as well as examples of local and international best practices and practical exercises to help you apply the knowledge you have acquired.
Invited CX professionals will present real-life case studies applied to the topics discussed in each module, giving you valuable insight into how CX practices are successfully implemented in various companies.
The program helps you develop professionally by providing you with in-depth knowledge of CX, the practical skills needed to implement it and the international CCCX certification.
Learn how to improve the customer experience and contribute to the success of your organization.
Learn from experts in the field
Customer Experience Masterclass is held by Gabriela Ciupitu, CCXP, together with surprise guests, professionals with experience in implementing CX strategies.
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.
Acquire valuable new skills and competencies from experienced professionals and discover how the concepts discussed 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.
Trainer
Founder
Guests
Regional Manager SEE
Guests
Managing Director
What will you learn
Customer experience is a complex of methods, techniques, digital tools and, above all, mindset.
In the CX Masterclass you have the opportunity to learn, experiment and practice 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 specialization in the field.
The guest speakers who will share with you practical insights, case studies, challenges and realizations from their experience. We have prepared an inspirational course that will motivate you to achieve professional results in an area of great interest across all industries and an international certification that will prove your expertise.
You understand the essentials of creating memorable experiences for your customers and employees by using advanced tools and techniques to analyse, evaluate and improve the customer experience.
You apply the concepts learned in practical exercises and learn how they are being implemented by companies in Romania, through real case studies presented by invited professionals.
You connect with a valuable network of CX professionals from various industries, creating opportunities for collaboration and professional development.
You gain inspiration from experts and peers, gaining new insight and motivation to successfully implement CX strategies in your company.
Module 1 - CX Strategy & Culture ( May 27)
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 organizations make;
- Customer Experience Framework – the building blocks for building a CX program.
2. Governance and the role of the CX team
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.
3. CX Strategy
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.
4. Customer-centric culture
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 organisational mindset;
- The role of the organisation’s management in developing and sustaining a customer-centric culture.
5. Employee Experience
Learn how you can develop and implement an employee experience that ensures employee retention, loyalty and motivation:
- Understanding the concept of Employee Experience, its importance for company profitability;
- The stages of an employee journey implemented in companies and the elements that underpin employee loyalty;
- Performance management: from setting goals to awareness of the impact of each employee on the success of the organisation.
Module 2 - Customer Journey & Customer Voice (28 May)
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;
- Prioritizing 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.
2. Voice of Customer Program
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 program 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 Strategy Performance (May 29)
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.
2. Measuring CX impact
Discover the most effective methods, tools and techniques to measure customer satisfaction and monitor CX performance:
- Coordinate performance monitoring across the organization: VOB (Voice of Business), VOP (Voice of Process), VOC (Voice of Customer), VOE (Voice of Employee) and VOA (Voice of Action) on the main stages of the Customer Journey;
- Main indicators to measure the impact of Customer Experience initiatives in organisations;
- Use data that indicates the predictability of the business and customer experience.
3. CX maturity of the organisation
Find out which are the necessary tools and methods through which you can check and measure the CX maturity in organizsations, 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.
4. The test for obtaining the CCCX
- 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.
Module 4 - Applying CX in your organisation's business (online / at the participant's company premises)
You apply the knowledge from the CX Masterclass
This module is of a practical nature and will be conducted, at your option, online or at your company premises.
You put the Customer Experience concepts into practice in a CX Strategy / VOC Program / Customer Journey Map / Customer Centric Culture Program project, according to your preference.
60 minutes are allocated for the project presentation and 60 minutes for personalized feedback from the trainers.
Scheduling for the project presentation will be based on the availability of the trainees.
Your Investment in Expertise That Lasts
