CX in Real-Estate: Transformation Course

DAY 1

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Module 1 – The Customer-Centric Leadership Mindset

• Define customer-centric leadership and its role in cultural transformation

• Evaluate how executive behaviour shapes CX values across the organisation

• Reflect on personal visibility, tone, and influence

• Identify shifts needed to lead with empathy and alignment

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Module 2 – CX as a Competitive Advantage in Real Estate

• Understand how CX contributes to revenue, valuation, and brand equity

• Assess return on CX investment via loyalty, retention, and reputation

• Benchmark against global and regional CX leaders

• Explore the connection between trust and financial resilience

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Module 3 – Embedding CX in Organisational Vision and Culture

• Audit the company’s stated purpose through a CX lens

• Align internal behaviours and systems with external customer promises

• Recognise leadership behaviours that promote or hinder CX culture

• Address blockers to cultural change

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Module 4 – Enterprise-Wide Customer Journey Thinking

• Map the end-to-end customer lifecycle across functions

• Detect misaligned processes, friction points, and blind spots

• Clarify ownership and accountability across key stages

• Reflect on organisational design vs. customer needs

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Module 5 – Governance for CX Success

• Design CX governance models with clear roles and metrics

• Align incentives, SLAs, and KPIs with customer outcomes

• Assign CX ownership across departments

• Evaluate oversight gaps and enable data-driven improvement

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Conclusion Day 1 - Quiz

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DAY 2

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Module 6 – Leading During Moments of Trust and Risk

• Lead reputationally sensitive situations with transparency and calm

• Respond quickly and empathetically during crises and backlash

• Reinforce trust through consistent executive presence

• Establish roles for messaging, recovery, and communication

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Module 7 – CX Innovation and Digital Enablement

• Integrate CX goals into digital transformation initiatives

• Identify tools that solve real customer pain points

• Create innovation streams tied to customer feedback

• Balance emotional connection and operational efficiency in tech

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Module 8 – CX Transformation Roadmap and Strategic Alignment

• Construct a transformation plan with clear milestones and champions

• Align CX priorities with board-level strategic goals

• Sequence capability-building actions across departments

• Link funding, leadership sponsorship, and internal advocacy

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Module 9 – Executive Reflections and Commitments

• Share one key behaviour change to implement immediately

• Draft a leadership pledge to drive CX forward

• Establish peer accountability and long-term follow-up practices

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Conclusion Day 2 - Quiz & Certification Ceremony​

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✅ Key Takeaways for Participants

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• CX is not a function, it is a leadership priority that shapes competitive positioning

• Strategic governance, cultural alignment, and executive modelling are essential for CX maturity

• Transformation requires coordinated roadmaps, ownership, and sponsorship at the top

• Customer feedback must be embedded into strategy, not bolted on

• Executives must lead during crises with speed, empathy, and visibility

• Technology should humanise the experience, not dehumanise it

• Organisational design should support the customer, not hinder them

• Leadership pledges can drive change, but only if followed through consistently

• Dual-branded (CXEGA & CX-Excellence) digital and physical certificate

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