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Customer experience (CX) masterclass – HYBRID EDITION

September 2, 2022 - September 23, 2022


A hands-on interactive masterclass (20 hour) dedicated to the best practices and tools in customer experience management. A special hybrid edition combines live interactive sessions with video content so that you can adjust the course to your own pace.

The participants of the course will learn methodologies, case studies and do practical exercises that will help master all key skills required for a professional in the field of customer experience management. By completion of the course, you will:

  • collect insights and ideas for your company,
  • get hands-on experience in key CX tools,
  • create your own personal development plan, ready for immediate implementation,
  • find allies within your company,
  • demonstrate a new level of knowledge and confidence and earn the trust of your colleagues.

The masterclass covers all core competencies of a CX specialist, including CX strategy, positioning, the role of employees in executing the strategy, customer journey mapping and management, CX metrics (VOC, VOE, and VOP), change management, and customer-centric corporate culture. It is recommended by the International Association of CX Professionals CXPA as a stage of preparation for the exam for international certification of CX professionals – CCXP.


Kick-off session: 1 hour on-line LIVE interactive session on the 2nd of September 10:00 AM CET (you receive the ZOOM link)

  • Introduction of approach
  • Introduction of CXPA
  • Introduction of MasterClass
  • Introduction of CCXP

Module 1: 4 hours VIDEO content (you receive the video link)

  • The role of CX specialist in the company
  • Evolution of customer experience
  • CX frameworks
  • CX strategy

Module 2: 4 hours VIDEO content (you receive the video link)

  • Customer and employee personas
  • Empathy as a tool in CX
  • Positioning
  • Introduction to CJM (customer journey mapping and management)

Module 3: 4 hours VIDEO content (you receive the video link)

  • Customer journey mapping – stages, contact points, customer experience, emotions, and needs in key touchpoints. Practical exercise.
  • Measurements in CX
  • Measurement system and principles
  • Voice of customers, employees, and processes
  • Most popular CX metrics: NPS, CSI, CES
  • Best practices in CX measurement

Module 4: 4 hours VIDEO content (you receive the video link)

  • CX design and change management
  • Lean methodology
  • Design thinking
  • CX in a digital world
  • Customer-centric corporate culture and leadership
  • The main role of a CX professional

Closing and Q&A session – CAMPFIRE: 4 hour on-line LIVE interactive session on the 23rd of September 10:00 AM CET (you receive the ZOOM link)

  • Module 1 summary, questions, and answers
  • Module 2 summary, questions, and answers
  • Module 3 summary, questions, and answers
  • Module 4 summary, questions, and answers
  • Wrap up of the training sessions
  • Evaluating the current level of CX knowledge
  • CCXP certification of CX professionals intro


Who should attend the masterclass

It is a great start for those just starting to lean CX, since it is an opportunity to get to know the best international practices, see the entire customer experience management system and find the way to build customer experience management in your company from the scratch. In addition, seasoned CX professionals can attend to expand and validate their knowledge at international level, discover grey areas and calibrate your actions against best international practices.

The Customer Experience Masterclass has already been successfully completed by more than 12,000 CX experts across the world in 40 countries. We especially recommend the CX masterclass programme to:

  • CX specialists and customer support experts
  • Directors and marketing managers
  • HR directors and managers, corporate training specialists
  • Professionals in UX and digital experience management

About the trainer

The course is delivered by Olga Guseva, CCXP, one of the 12 CXPA recognized trainers in the world, co-author of Amazon bestseller Customer Experience book, and CX consultant that works with world global brands. Olga was named Top 33 Inspiring Women in CX to follow for 2022  and one of the Top 222 influencers to follow in 2022.

Language: English

Regular price: 1.109 EUR

Early bird price untill 15th of August, 2022: 699 EUR


September 2, 2022
September 23, 2022


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