Customer Experience Masterclass

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KEY BENEFITS OF ATTENDING

Over three immersive days, this hands-on masterclass will equip you with the strategy, structure, and practical skills to elevate your customer experience initiatives from intention to execution:

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• Establish a strong CX foundation by understanding customer-centric principles, the 3M Model (Motivation, Mindset, and Method), and the key enablers of a successful CX strategy.
   

• Map your customer journeys with purpose—from creating personas and empathy maps to identifying Moments of Truth and critical pain points across the end-to-end experience.
   

• Turn insight into action by using journey maps to develop clear, prioritised roadmaps for improvement, assigning ownership and timelines that drive results.
   

• Integrate Voice of the Customer (VoC) into every stage of the customer journey, using real feedback from multiple channels to shape smarter decisions and continuous service enhancement.
   

• Enhance your capability to drive change by mastering the methods to close the feedback loop, engage stakeholders, and sustain a culture of customer-focused improvement.
   

• Build confidence and competence to run CX workshops, advocate for customer needs internally, and align business strategy with what matters most to your customers.
   

Whether you’re responsible for shaping CX strategy, leading customer-facing teams, or implementing operational improvements, this masterclass provides a powerful blend of mindset and method to deliver meaningful, measurable impact.

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COURSE OUTLINE

By the conclusion of Day 1, delegates will have built a strong foundation in Customer Experience (CX) Management. They will explore the principles of customer-centricity, the 3M Model (Motivation, Mindset, and Method), and how perception shapes experience. Through practical exercises, participants will create customer personas and empathy maps to better understand customer motivations and pain points. The day concludes with an introduction to CX metrics—such as NPS, CSAT, and CES—equipping participants to begin measuring what matters and linking customer insights to organisational objectives.

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By the end of Day 2, delegates will have developed the skills to conduct effective Customer Journey Mapping exercises. They will map both current and future state journeys, identify key touchpoints and Moments of Truth, and highlight experience gaps that require action. Through a structured mapping process, they will develop a prioritised improvement roadmap using the RACI framework, ensuring ownership and accountability across teams. Delegates will also gain the confidence to organise and facilitate journey mapping workshops within their own organisations.

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By the close of Day 3, participants will be able to integrate Voice of the Customer (VoC) insights directly into journey mapping and broader CX decision-making. They will explore multiple VoC channels, including surveys, contact centres, social media, and complaints data, learning to translate feedback into strategic improvement initiatives. Through guided exercises, they will practise connecting customer feedback to journey touchpoints and learn how to close the loop effectively. The day ends with a focus on embedding VoC as a continuous practice, helping organisations stay aligned with evolving customer expectations and foster long-term loyalty.

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TARGET AUDIENCE

This masterclass is suitable for Executives, Managers and Staff responsible for:

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• Customer Experience Management
• Customer Service and Support
• Voice of the Customer (VoC) Programmes
• Design Thinking and Innovation
• User Experience (UX) and Digital Experience (DX)
• Contact Centre Operations
• Strategy, Insights and Business Transformation
• Customer Journey Mapping and Service Design
• Operational Excellence and Quality Management
• Organisational Change and Performance Improvement

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COURSE DETAILS

The workshop costs CHF 1'000 per person.
Payment can be made via credit card or direct bank transfer.
 

The following discounts apply:

•        If you sign up simultaneously for one of our other
         courses, you will receive a 10% discount.

•        Contact info@cx-excellence.com for group pricing (3
          participants or more)
 

Cancellation terms:

•        2 weeks or earlier before the course: 100% refund

•        Less than 2 weeks but more than a week before the
          course: 50% refund

•        1 week or less before the course: No refund

•        However, In case you are unable to attend and wish to
          transfer your spot to someone else, this is possible at
          no charge (we just ask that you advise us before-
          hand)