November 7 & 8 , Athens  (09:30 – 17:00)

MusiXLab

The Friends of Music Society
Megaron – the Athens Concert Hall

“Driving Loyalty through CX Excellence”

While customer experience is increasingly talked about at the leadership table, not many organisations have developed the skills and frameworks to effectively derive powerful customer insights to inform customer-led CX strategies and actions to improve customer loyalty and optimise business value. This is because CX is both an art and a science, requiring an expert and carefully balanced combination of strategic thinking, intuition and grounded methodologies and techniques. Delivering a great customer experience does not happen by miracle or by chance, but is the result of a carefully designed and managed approach, translated into brand-aligned strategies and propositions, and enabled by customer-centric organisational capabilities and culture.

This intensive 2-day masterclass will enable you to deep dive into the foundations of CX excellence and understand the key levers you can pull to drive your customers’ loyalty. Designed for CX practitioners and people who are already designing customer strategies and propositions or driving customer service and transformation activities, it will enable you to expand your knowledge of CX excellence tools and techniques to materially increase your skills and impact.

You will appreciate the importance of deep customer understanding, while considering the benefits and pitfalls of different customer insight and measurement methodologies through the review of the CXellence Insight Framework © and the CXellence Measurement Framework ©. You will then explore the CXellence Strategy Scaffold © and learn a number of tools and techniques to build differentiated insight-led customer experience strategies and propositions which will boost your business performance, brought to life by several case studies from different sectors. You will also deep dive into the CXellence Loyalty Framework ©, reviewing the mechanics adopted by other organisations to design a loyalty strategy which best meets customers’ motivators to strengthen their brand loyalty. Finally, you will use the CXellence Fitness Framework © to assess the maturity of your organisation’s customer capabilities across its 8 quadrants, to identify the areas which need increased focus, while learning how to drive a customer-centric culture and align the organisation behind the delivery of the customer strategy.

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 deep dive into your customers’ experience and design powerful and differentiated insight-led customer strategies which will boost your customers’ loyalty and your business profitability.

The modules of the Masterclass are listed in the approved training programmes section of the Global CX Community of the Customer Institute.
The programme will be delivered in English language in a physical classroom.
Upon completion, you will receive a Certificate of Participation and an electronic copy of the training materials.

• Explore how to create an effective and integrated CX insight and measurement framework and use it to inform CX strategy and transformation
• Deep dive into how you can identify the core customer needs and emotional motivators that should be at the heart of your customer strategy design activities
• Understand different Voice of the Customer methodologies and how to generate insights, without falling into their pitfalls
• Learn how to turn customer insights into action and drive alignment and accountability across the organisation
• Learn a number of tested tools, techniques and frameworks for translating the business ambition into an impactful insight-led CX strategy
• Deep dive into different customer loyalty drivers and explore the strategic mechanics available to strengthen brand loyalty
• Understand the 8 essential quadrants of CX and organisational fitness
• Assess your organisation’s CX capabilities and maturity state
• Identify the priority areas to focus on to effectively embed customer-centricity in the DNA of your organisation and align everybody behind the delivery of the customer strategy and ambition

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 και  senior managers
• Customer Journey ή Transformation Heads και senior leaders
• Chief Customer Officers
• Operations ή Customer Service Directors και  senior leaders
• Digital Solutions Directors ή senior managers
• Chief Marketing Officers ή senior marketing managers
• Senior Managers ή Heads of Strategy /Propositions

 FROM INSIGHT EXCELLENCE TO ACTION

• SETTING THE CONTEXT
  • The Experience Economy
  • CX as a differentiator

• THE CXELLENCE INSIGHT FRAMEWORK ©
  • Customer needs, motivators and drivers
  • Customer insight framework
  • Customer insight capabilities and their application
  • Alignment to business strategy and transformation

• THE CXELLENCE MEASUREMENT FRAMEWORK ©
  • CX measurement framework
  • The range of CX metrics
  • VoC methodologies and approaches
  • VoC analysis and insights
  • Reporting and communicating CX performance and success
  • Turning insights into action

• CUSTOMER PERSONAS
  • Customer segments and personas characteristics
  • Personas profile definition and evolution
  • Integration in business strategy, reporting and transformation

CUSTOMER-CENTRIC STRATEGIES AND CX ORGANISATIONAL FITNESS

• THE CXELLENCE STRATEGY SCAFFOLD ©
  • Customer strategy framework
  • Target CX vision and North Star
  • Customer experience principles and business design
  • Customer promises definition and communication

• THE CXELLENCE LOYALTY FRAMEWORK ©
  • Customer loyalty drivers and motivators
  • Customer loyalty framework
  • Loyalty mechanisms and techniques
  • Loyalty strategy definition

• THE CXELLENCE FITNESS FRAMEWORK ©
  • The 8 key dimensions of CX and organisational fitness
  • CX and organisational maturity assessment
  • Identifying opportunities for capability improvement
  • Setting the roadmap and accountability

• DRIVING A CX CULTURE AND CUSTOMER CENTRICITY
  • Customer-centric culture
  • Organisational alignment and accountability

Registration fee for the 2-days CX Strategy Masterclass: 770€ plus VAT per person
Registration fee in case of registering 3+executives from the same company: 680€ plus VAT per person

*EARLY -BIRD Registration fees (until September 30)

1-2 executives: 650€ per person
3+ executives from the same company: 600€ per person

For further information and clarifications contact us on  2106096921 , 6936932970 or at  info@secretkey.gr
You can also download , fill out and send the registration form to info@secretkey.gr