30. & 31.3. (2 days)
Online session
Our CX Masterclass takes customer experience to the next level – from managing to innovating the experience. This fall, we will be taking you with Diane Magers and Sirte Pihlaja on a very practical journey to Value Creation. You will learn how to create your CX/EX strategy and define your measures, metrics and business value framework. We will then look into designing for business impact, ROI and value creation. You will also get scored on your Customer Experience Management skills. This training is very hands-on and includes many practical tips, discussions and workshop exercises. Get ready to put insights into action!
PRAISE FROM CX MASTERCLASS ATTENDEES
– CX Masterclass participant
”Excellent experience! Gamification, storytelling, wonderful speaker, joined the fanclub”
– CX Masterclass participant
“Thanks for today. It was as always super inspirational. All other program bits were ok too. Arrangements, food etc excellent. Well done!”
– CX Masterclass participant
“Wonderful day, nice venue and inspiring discussions! Thank you for organising this and I will be eagerly waiting for the next CX Masterclass day.”
– CX Masterclass participant
”Thank you for a great day! It was very inspiring and I learned a lot. The example cases and videos were brilliant. Our guest experience was surprising and team work also a lot of fun : )”
– CX Masterclass participant
– CX Masterclass participant
”Very well organised, nice atmosphere, the speaker was great and inspiring. We learned quite a lot of technologies in such a short day.”
– CX Masterclass participant
“The presenters were very good and there was a good amount of professional content. The tasks were nice! I could have used more breaks to relax my brain, there was so much to learn. All in all, a very succesful event.”
– CX Masterclass participant
“Thank you, it was very nice to listen to such a warm-hearted and nice person. Many thanks to Sirte and the whole Shirute team! Good food, also in the afternoon+ oatly milk : )”
– CX Masterclass participant
Diane Magers is known as a passionate experience transformation executive and change agent, sherpa for new and developing experience obsessed organizations, and as a thought leader and innovator for ways of engaging associates, customers and partners. She believes sustainable change requires embedding customer and experience capabilities into all parts of an organization.
Diane is skilled in creating Experience Management business value and systematically changing organizations to align around experience and drive financial impact. She specializes in enabling brands with skills and competencies like design thinking, journey management and value mapping to drive sustainable shifts in how organizations work to achieve results. With over 25 years of experience in transforming experiences, she has worked in and with brands such as Sysco, AT&T, State Farm, Dale Carnegie, CommScope, Invisalign, Ciena, Freeman, Cisco. Sodexho, Equifax and MoneyGram.
Diane is the Emeritus Chair and recent CEO for the Customer Experience Professionals Association. She speaks and conducts workshops all over the world to help transform Experience Management strategy into action. Diane earned a Master’s in Clinical Psychology and a Masters of Business Administration. She is a Certified Customer Experience Professional (CCXP), and holds certifications in Voice of Customer, Customer Experience Management, Net Promoter Score and CX Design and Innovation LUMA certified.
Sirte Pihlaja (Certified Customer Experience Professional CCXP & Trained Facilitator of LEGO® SERIOUS PLAY®) is the founder and CEO of Shirute, the first Customer Experience Agency in Finland. She heads the activities of Customer Experience Professionals Association (CXPA) in Finland (www.cxpa.fi). She is one of the first Europeans to have been certified as a CCXP.
Sirte is an internationally respected CX/EX expert, coach, designer and strategist with over 25 years of experience advising large international corporations and brands in different industries, globally. She is known for translating customer understanding to concrete actions and results in a fast, fun and cost-efficient way. Sirte was recently recognised as a TOP 150 Global Customer Experience Thought Leader. The CXPA has also awarded her the Extra Mile Award.
At Shirute, Sirte delivers creative solutions in customer experience management, research and experience design, CX culture, data analytics, voice of customer, and through omni-channel CX & service design. She is excited about using creative methodologies, such as LEGO® SERIOUS PLAY®, in creating great CX and EX. Sirte is passionately championing CX in the Nordics, South-East Asia and beyond and is a familiar face in international CX Awards juries and conference stages. She is especially fond of creative methodologies and regularly plays with LEGO bricks together with her clients to create a better future for all of us.
Customer Experience 3, an international bestseller, is her third book on people experiences. The previous one, Customer Experience 2, was also a global bestseller on three continents.
If you want to validate your knowledge, learn new things, or just be inspired to keep putting customers and employees at the forefront of your organisations thinking, this training will do just that and more.
Session 1: Developing your strategy and goals for Experience Management (2.5 hours)
Without a defined customer and employee experience strategy, brands have no chance of moving beyond mere find-and-fix, reactive customer experience programs. Truly engaging customers and delivering business value requires well thought out strategy and plan. In this session, we will explore:
Our workshop includes the outline and development of an experience strategy and plan with defined steps, activities and a roadmap for success.
Session 2: Defining your Measures, Metrics and Business Value Framework (2 hours)
Translating engagement to business results and balancing financial goals with the demands of creating compelling customer experiences is a constant challenge. Learn how to build and communicate models so the organization (and each stakeholder) sees the value of delivering a great customer and employee experience. Learn to target, measure and achieve financial benefits from experience improvements – while you engage your customers. Embed structure for experience benefits into your internal processes, discover the art and science of tracking benefits realization and avoid common CX challenges.
Session 3: Designing for Business Impact, ROI and Value Creation (2 hours)
Defining success for your experience discipline takes more than voice of customer and metrics. It requires linkage to true financial impacts. We will cover key points of building a financial results framework, share two case studies and provide frameworks and approaches you can use to build the financial impact story for your practice.
Learn how to:
CEM Benchmark
Do you know how well your organisation takes care of its customers? This is your chance to benchmark how you compare to others!
As a pre-assignment to CX Masterclass, we provide participants with the unique opportunity to get your Customer Experience Management Maturity Score. Our CEM Benchmark is now used already for the 9th year to study the State of Customer Experience in Finland. The Shirute Customer Experience Management Index™ evaluates five areas related to customer experience management:
Additional information on the Shirute CEM Benchmark can be found online on our website.
Insights to Action: Discovering the right experience opportunity and how to design engaging experiences
Converting insights to action is a challenge for many practitioners. Our hands-on workshop will help you develop human centered design thinking and practice techniques to build better insights, innovation and interactions. You’ll learn ways to build your team’s talent, drive innovation, and build stronger internal relationships.
We will work together to:
Join us for this hands-on working session that will provide some approaches for thinking differently about customers and opportunities. We will explore insights and innovation techniques with real exercises (take-back workbook included) that can generate bold, new ideas and solutions and help build collaboration and engagement among your teams.
Do you know how well your organisation takes care of its customers? This is your chance to benchmark how you compare to others!
As a pre-assignment to CX Masterclass, we provide participants with the unique opportunity to get your Customer Experience Management Maturity Score. Our CEM Benchmark is now used already for the 9th year to study the State of Customer Experience in Finland and internatinally. The Shirute Customer Experience Management Index™ evaluates five areas related to customer experience management:
Additional information on the Shirute CEM Benchmark can be found online on our website.
In Sirte Pihlaja’s newest book, “Customer Experience 3”, she shares with twenty-seven fellow international Customer Experience (CX) professionals their current best-thinking, strategies and insights for achieving impact and visibility using world-class, best-practice CX principles. This is the anticipated follow-up third volume in the Customer Experience book series, packed with frontline experience, insight and value for professionals wanting to dramatically enhance the customer experience in their organization.
The book covers a range of topics including: customer-centric culture, organisational adoption and accountability, VoC insight and understanding, CX design and improvement, CX metrics, measurement and ROI, and CX strategy. These are all themes, which are critical in making a company genuinely customer-centric and allowing for business growth.
Order your copy when you register and get it signed by Sirte Pihlaja!
CX Masterclass 2019 & 2020 Comments