CX Masterclass
December 3, 2026, Athens
09:30 – 17:00
MusiXLab
Music Library of the Society of the Friends of Music
Athens Concert Hall (Megaron Mousikis)
Overview
While customer experience is increasingly talked about at the leadership table, not many organisations have mastered the tools and frameworks to effectively deliver impact from CX insights and initiatives and align the organisation behind a common customer-centric goal.
Nowadays, often the challenge is not the availability of CX insights, but the ability to highlight the value and ROI of CX and mobilise coordinated action across business functions.
This masterclass will enable you to deep dive into how to best leverage available customer insights to amplify their impact. You will understand the key levers you can pull and the storytelling techniques to generate stronger cross-functional engagement, drive more coordinated action and progressively embed a customer-centric culture. It will enable you to expand your knowledge of best practice CX tools and storytelling techniques to materially increase the impact of your communications and drive customer-led transformation.
This intensive 1-day event follows a hybrid format. Firstly, through a masterclass session you will learn about impactful tools and best practice, with a good balance of theory, reflection, interactivity and practical exercises. Secondly, a fireside chat and Q&A with the audience moderated by Manuela Pifani, will bring real-life examples of challenges and learnings, while sharing advice and tips on how to effectively kick start and deliver impactful CX transformation.
Objectives of the CX Masterclass
- You will learn how to identify and leverage the most relevant cross-functional data points and insights, and how to quantify their value and ROI.
- You will explore ways to make your communications and reporting more impactful and relevant to focus business stakeholders more effectively on the value-driving aspects of the customer experience.
- You will discover powerful storytelling and influencing tools and techniques to make compelling cases and engage the business behind the customer agenda, engendering stronger accountability for CX transformation and progressively driving a customer-centric culture.
Delivered with passion and including a balance of theory, highly effective proprietary CXellence frameworks, cross-sectorial case studies and practical exercises, it will strengthen the skills and capabilities you require to elevate the impact of your customer insights and strategic thinking and to influence cross-functional stakeholders to deliver insight-led actions to boost your customers’ loyalty and business profitability.
The modules of the Masterclass are included in the approved training programs of the global CX community of the Customer Institute
Customer Institute (customer-institute.org) .
The course will be delivered in English in a physical classroom (in- person)
(MusiXLab, Music Library of the Society of the Friends of Music ,Athens Concert Hall).
Participants will receive an individual “Certificate of Participation” as well as copies of the training material.
TARGET AUDIENCE
The programme is designed for CX and customer insight practitioners, and for any person who is accountable for setting the customer strategy, designing service or product propositions or managing or transforming the customer experience across different channels, including but not exclusively:
- Customer Experience Heads, Directors και Senior Managers
- Customer Insight ή Voice of the Customer Heads
- Customer Journey ή Transformation Heads και Senior Leaders
- Chief Customer Officers (CCOs)
- Operations ή Customer Service Directors και Senior Directors
- Digital Solutions Directors
- Chief Marketing Officers ή Senior Marketing Managers
- Senior Managers ή Heads of Strategy /Propositions
BENEFITS
- Learn how to optimise your customer measurement framework and identify the key levers available to generate powerful insights and inform cross-functional strategies and transformation, without falling into their pitfalls.
- Understand how to quantify the ROI of customer experience and assess the commercial value implications to drive cross-functional focus.
- Explore powerful storytelling and influencing techniques to make compelling cases and engage cross-functional teams behind the customer agenda.
- Hear how to drive action, alignment and accountability across the organisation.
- Appreciate how to effectively embed customer-centricity in the DNA of your organization and align everybody behind the delivery of the customer strategy and ambition.
CONTENT STRUCTURE OF CX MASTERCLASS
December 3 , 2026 , (09:30 – 17:00)
OPTIMISING THE IMPACT OF CX DATA AND INSIGHTS
- Building an integrated Customer Insight and Measurement ecosystem
- The CXellence Performance Quadrant ©: the 4 layers of performance indicators
- The range of CX metrics, their pitfalls and challenges
THE VALUE OF CX
- From operational performance drivers to CX outcome metrics
- Calculating ROI and the value of CX
- Reporting and communicating CX performance and success
USING STORYTELLING TO INFLUENCE STAKEHOLDERS
- Storytelling techniques to engage and influence
- From data to data storytelling
- Making compelling cases
- Influencing and engaging stakeholders
Q&A SESSION / FIRESIDE DISCUSSIONS : ENGAGING AND MOBILISING THE BUSINESS TO ACTION
o From insights to action
o Driving accountability, change and transformation
o Embedding a customer-centric culture
MANUELA PIFANI
*Managing Director CXellence Consulting
*CCXP | Multi-award winner, incl. Top 20 Global CX Leaders 2022
*Customer Institute Board of Directors
The Masterclass has been designed and will be delivered by Manuela Pifani, Founder and Managing Director of CXellence Consulting.
Manuela Pifani is a CCCX qualified exec-level CX consultant and thought-leader who founded CXellence Consulting to help organisations set customer strategy, co-design needs-based customer propositions and transform the customer journeys to increase loyalty and profitability. She is also an Independent Director in the Board of the Hinckley & Rugby bank in the UK (a mid-sized regional consumer bank) and a member of the Board of Directors of the Customer Institute. Previously, she spent 15+ years as CX Director for retail and financial services organisations across the UK and Europe, including ASDA, Kingfisher, Direct Line Group, RBS, Natwest and Barclays. She has won 20+ prestigious awards, including Top 20 Global CX Leaders 2022, securing the overall Insight Award, and Top 10 Global Influencers 2021.
Leveraging her personal experience as a business leader and her exposure to a large variety of consulting and academic models and frameworks, Manuela has developed her own personal perspective and approach. This is reflected in a series of Masterclasses and training modules built on her proprietary CX frameworks and designed to help you take your and your team’s CX skills and capabilities to the next level to supercharge the impact of your customer experience initiatives.
For more information, clarifications, and to reserve your seats,
please contact Secret Key at 2106096921, 6936932970 and via email at info@secretkey.gr
You can fill out the registration form and send it to us
at info@secretkey.gr and then wait for us to confirm your registration
based on the available spots.
Alternatively, you can submit your interest in the following table,
and we will contact you regarding the registration process.