Fundamentals of understanding Sustainability in the context of the ESG
2021-12-08 09:00 - 12:00 UTC | online
About

Attendees will get an understanding of the context of ESG Sustainability. They will get common knowledge on how attendees evaluate practical cases through an interactive workshop. Workshop outline:

Basics and meaning of the ESG concept
Presentation of ESG factors and practical examples
Review of some good practices and mapping of business development opportunities in the context of the ESG

Language: English
For who is this Meetup:
Sustainability project managers, ambassadors
Company employees who are involved or will be involved in the company’s sustainable projects in the future
Everybody is interested in the latest sustainability trends

Trainer

Darja Virjent
Darja Virjent, International ESG Certified Practitioner and Sustainability Expert

About Darja
Darja is certified at International Centre for Sustainability and Excellence as Sustainability ESG Practitioner. Her knowledge and interest in the field of sustainability date back to a period when the concept just started to evolve. She was among the selected twenty participants of the first generation of the annual program, Erasmus+ certificate Sustainable Leadership program organized by Business Economic faculty. In 2017, Darja was representative for the City of Ljubljana as an honorary member of the »Circular Cities Network », which operated under the Ellen MacArthur Foundation, UK based organization with the highest reputation in the field of the circular economy. She attended the Sustainable Transformation manager program, organized by M3trix and Slovenian Center for energy-efficient solutions.
She challenges herself with ideas and projects on how to change business models and develop products and services in line with ESG sustainability goals. She was responsible for the development of the concept of circular business model, within the European project APPLAUSE, which lasted for three years and ended in December 2020. She has experience and references with implemented projects in the service and financial sectors.

Reserve a spot and apply now

Click here to sign up

MEETUP: ROI of CUSTOMER EXPERIENCE (CX)
2022-03-10 14:00 - 15:00 UTC
ABOUT
MEETUP: ROI of Customer experience (CX)

Great customer experience earns money. Forrester found that brands that deliver great CX make 5.7 times more revenue than their competitors. Still, one of the biggest challenges customer experience managers face today is convincing the executive teams that investments in CX activities will create a return. Marketing and sales result directly in converted leads and revenue growth, but customer experience efforts are often seen as a “softer” part of the business. It is easy to calculate ROI when you have an instant commercial result, but how about CX metrics that show satisfaction and loyalty level?
Prove the financial value of CX and your NPS metrics to executive and commercial teams
Although research results from advisory companies speak in favor of investing in CX activities and becoming customer-centric, it cannot simply be translated to your business and specific case. It makes sense that a happy customer means more profits, but to allocate resources sensibly and get executive support it is important to talk specific numbers. With our guest Olga Guseva, we will discuss how to find the links between operational and CX metrics and between CX and commercial metrics. For calculating the commercial effect, we will take NPS as an example, the same system can then be used for other CX metrics.
Join us at the free meetup, all you have to do is fill in the form at the bottom of the page to sign up.
About Olga Guseva
Olga Guseva is an international customer experience strategy expert, customer-centric culture transformation specialist and the managing partner of Integria Consult, one of the few consulting companies in Russia focused on customer experience. She is a CXPA recognized trainer and a leader of the International Customer Experience Masterclass in Russia and a Co-author of the Customer Experience book, an Amazon #1 Bestseller in Customer Service Category in several countries. Olga was named Top 33 Inspiring Women in CX to follow for 2022 and one of the Top 222 influencers to follow in 2022.
About Špela Zakotnik
Experienced in building and implementing a CX customer experience strategy and measurement in big companies and developing business models in close cooperation with actual end-users and customers. Certified coach and facilitator of Design thinking-based workshops to help find and tackle customer experience pain points and create great experiences. Language: English
For who:

Marketing specialists
Customer experience specialists
Business intelligence experts
Chief customer Officers
Customer support experts

Reserve a spot and apply now

Click here to sign up

Customer Experience Masterclass
2022-05-06 - 2022-05-27 | online
A hands-on interactive four-day (16 hour) interactive masterclass dedicated to the best practices and tools in customer experience management. 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 Customer Experience Masterclass has already been successfully completed by more than 12,000 CX experts across the world in 40 countries.
Are you just starting to learn CX?
Fine! The Customer Experience Masterclass is a great start: this is an opportunity to learn the best international practices, to see the entire customer experience management system and find the way to build customer experience management in your company from the scratch.
You are already a seasoned CX professional?
Wonderful! You can expand and validate your knowledge at international level, discover grey areas and calibrate your actions against best international practices. The masterclass 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.

4-MODULE (16-HOUR) PROGRAMME ONLINE
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.
Module 1 on May 6th, 2022; 10:00 – 14:00

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

Module 2 on May 13th, 2022; 10:00 – 14:00

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

Module 3 on May 20th, 2022; 10:00 – 14:00

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 on May 27th, 2022; 10:00 – 14:00

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

By completing all 4 modules you receive a CXPA Masterclass certificate, which is recommended by CXPA as a first step to prepare for the Certified Customer Experience Professional (CCXP) exam.
Customer Experience Masterclass is recommended for:

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

Learn from international experts
The course is delivered by Olga Guseva, CCXP, one of the 12 CXPA recognized trainers in the world, author of Amazon bestseller, and CX consultant that works with world global brands.
Language: English
Hosted on: Zoom

PRICE: 1.109 EUR + VAT

Customer experience (CX) masterclass - HYBRID EDITION
2022-09-02 - 2022-09-23 | online
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.

CX MASTERCLASS HYBRID EDITION PROGRAMME
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

Become a CCXP - Certified Customer Experience Professional
2022-10-28 | online
The Certified Customer Experience Professional (CCXP) program provides professional recognition of individuals with high levels of knowledge of the customer experience discipline. Until the Customer Experience Professionals Associaton (CXPA) established this credential, there was no industry-wide, standardized avenue for CX practitioners to demonstrate their expertise and accomplishment.
The certification process consists of a computer-based exam of 100 questions and covers all the core competencies that the CXPA has identified as required knowledge for CCXP candidates:

Customer Insights and Understanding
Customer Experience Strategy
Metrics, Measurements, and ROI
Design, Implementation, and Innovation
Culture and Accountability

To prepare you for this certification process and exam, we are organising a preparation workshop with one of the 12 CXPA recognized trainers in the world, Olga Guseva. Olga is an international customer experience strategy expert and customer-centric culture transformation specialist that works with world global brands.

CCXP preparation workshop: 28th of October 9:00 AM CET
A 1-day workshop that consists of six 1-hour modules (+Q&A time after each module):
Module 1 (content – 1 hour + Q&A as needed, up to 30 mins)

International ССХР certification: why CX professionals go for it?
Format and requirements for the ССХР exam
List of resources to prepare
Preparation timing and strategy
CCXP CX competence: customer-centric culture

Module 2 (content – 1 hour + Q&A as needed, up to 30 mins)

CCXP CX competence: CX strategy
Your questions

Module 3 (content – 1 hour + Q&A as needed, up to 30 mins)

A special guest – active CCXP sharing his/her experience of passing through the exam
Your questions
CCXP CX competence: Metrics, measurements, and ROI

Module 4 (content – 1 hour + Q&A as needed, up to 30 mins)

CCXP CX competence: Ability to hear and listen to the customer
Your questions

Module 5 (content – 1 hour + Q&A as needed, up to 30 mins)

CCXP CX competence: design, implementing changes and innovation
Your questions

Module 6 (content – 1 hour + Q&A as needed, up to 30 mins)

Options how to take the exam (online and on-site)
Essay preparation
ССХР in your international career
Your questions

Language: English
Hosted on: Zoom

Who should attend the preparation workshop
We recommend that you attend the preparation workshop after completing the CX masterclass, that is the recommended first step to prepare for the Certified Customer Experience Professional (CCXP) exam. The masterclass offers you in-depth knowledge of the key skills required for a professional in the field of customer experience management. Check out our hybrid edition of the CX Masterclass.
Please note that the price of CCXP certification workshop does not include CCXP certification fee – the fee needs to be paid directly on CXPA website. More information about the CCXP and CXPA.
Regular price: 459 EUR + VAT
Early bird price untill September 30th, 2022: 399 EUR + VAT

Customer experience masterclass - BLACK FRIDAY SPECIAL
2022-11-18 - 2022-11-28 | online
A hands-on interactive masterclass (15 hour) dedicated to the best practices and tools in customer experience management. The programme combines 14 hours of video content + 1 live interactive session with the trainer after you watched the video content. Apply for the programme between the 18th and 28th of November and receive a special Black Friday price! You can then adjust the course to your own pace.
You 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.
CX MASTERCLASS PROGRAMME
Module 1: 3,5 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: 3,5 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: 3,5 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: 3,5 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 session 1-1 with the trainer: 1 hour on-line LIVE interactive session with the CXPA trainer for your questions and application of the CX knowledge to your company or organisation. You receive the certificate of attendance.

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
BLACK FRIDAY price from 18th to 28th of November, 2022: 699 EUR

Free WEBINAR: Best of customer experience 2023
2023-07-06 14:00 - 15:00 (Europe/Ljubljana) | online
Let’s have a look together at fresh cases from customer experience world to see how companies are taking on these tasks and what we can learn from them!
Joins us on the 6th of July at 2 PM – just apply to the webinar below and we will save you a seat. Attendance is free.
Can’t make it on that time and date to join us live? Just apply to the webinar and we will send you a recording on your email!
So what are we going to talk about? We traditionally consider Customer Experience as a sum of interactions between a customer and a company. But in fact, customer impressions are influenced by much more factors – take, for example, interaction between customers themselves. If you recall your own experience of travelling in a packed bus during rush hour or skiing at the peak season at popular ski resort, you’d remember how much depends on other people surrounding you. And, as if it would not be enough, customer impressions depend not only on what we see/hear/feel, but also what we do actually remember from the interaction with the company and how these memories are built.
Joining us as a speaker is 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
Price: Free, just apply with your email below. We will send you a calendar invitation a few days prior to the event.

Join us for a CX CHALLENGE!
2023-09-19 13:00 - 15:00 (Europe/Ljubljana) | online
We are excited to invite you to participate in our Customer Experience online challenge. This is an opportunity to showcase your skills and compete with fellow CX enthusiasts from different industries.
Save the date: 19. 9. 2023, 13.00 – 15.00 CET!

Show your CX strengths!
During the challenge, you will work in groups. You will be presented with a real-life CX case, and you will have the chance to demonstrate your problem-solving abilities and creativity. The challenge will take place entirely online, allowing you to participate from the comfort of your own home or office.

The best part?
We are offering three partial scholarships to the top three performers in the challenge. These scholarships will grant you access to our Customer Experience Masterclass, where you will gain valuable knowledge and practical skills to help you excel in the field of CX. Read more about Customer Experience Masterclass here.

3 best CX-ers will get 500 EUR worth grant each!
Each scholarship is worth 500 EUR and will be given in the form of a grant discount for the CX Masterclass program. The scholarship applies to the regular price of the program (1.109 EUR). The organizers might also give additional grants (25%) for additional talented individuals who impress with knowledge and insights at the online challenge session. If you already participated in our CX masterclass program you will get a grant in the same amount for any Edutrain.me CX program or workshop by choice.
Don’t miss out on this exciting opportunity to learn, grow, and showcase your CX talents! Register now and put your skills to the test. We can’t wait to see what you come up with!
Save the date: 19. 9. 2023, 13.00 – 15.00 CET!
The event is free of charge, just fill in the form and save yourself a seat!

Customer Experience Masterclass 2023
2023-10-13 10:00 - 2023-11-03 14:00 UTC | online
A hands-on interactive four-day (16 hour) interactive masterclass dedicated to the best practices and tools in customer experience management. 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 Customer Experience Masterclass has already been successfully completed by more than 12,000 CX experts across the world in 40 countries.
Are you just starting to learn CX?
Fine! The Customer Experience Masterclass is a great start: this is an opportunity to learn the best international practices, to see the entire customer experience management system and find the way to build customer experience management in your company from the scratch.
You are already a seasoned CX professional?
Wonderful! You can expand and validate your knowledge at international level, discover grey areas and calibrate your actions against best international practices. The masterclass 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.

4-MODULE (16-HOUR) PROGRAMME ONLINE
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.
Module 1 on October 13th, 2023; 10:00 – 14:00

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

Module 2 on October 20th, 2023; 10:00 – 14:00

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

Module 3 on October 27th, 2023; 10:00 – 14:00

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 on November 10th, 2023; 10:00 – 14:00

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

By completing all 4 modules you receive a CXPA Masterclass certificate, which is recommended by CXPA as a first step to prepare for the Certified Customer Experience Professional (CCXP) exam.
Customer Experience Masterclass is recommended for:

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

Learn from international experts
The course is delivered by Olga Guseva, CCXP, one of the 12 CXPA recognized trainers in the world, author of Amazon bestseller, and CX consultant that works with world global brands.
Language: English
Hosted on: Zoom

PRICE: 1.109 EUR + VAT
Early bird price untill august 15th: 699 + VAT
