HCX: Customer Experience & Happiness Academy (e-learning)

SUMMARY:

Do you want to upgrade your Human-Centered & Happiness-Contributing Experience Leadership Competencies & improve your company growth, profitability with happiness – and do so at your own timing and minimum costs?

This complete e-learning program covers all the fundamental content about:

- the 6 HCX disciplines (Strategy, Customer Understanding, Experience Design, Innovation and Improvement, Metric, Measurement & ROI, Organizational Adoption & Accountability, Culture) leading companies need to master and orchestrate for sustainable growth

- the 6 DRIVEN Competencies (Define, Research, Ideate, Innovate, Improve, Validate, Execute,  Empower, Enable and Nurture) CX and EX Professionals need to acquire and develop to lead the change

At least 8 hours of videos (5 to 15 minutes each) and plenty of exercises (that you can submit for my review and feedback), templates, and questions for reflection and action, for a total of at least 16 hours of learning + my support and feedback throughout the course.

FULL DETAILS:

Both Customer Experience (CX) and Employee Experience (EX) are the perceptions each customer or employee has of their interactions with an organization.

“Great Customer Experiences don’t happen by accident!” K. Bodine & H. Manning

“Most meaningful and impactful Customer Experiences are HCX… Human-Centered & Happiness-Contributing Experience” R. Cirillo

I believe the future of both CX and EX is HCX “Human-Centered and Happiness-Contributing Experience”. Companies thrive when they:
✔ design and deliver products, services, and experiences that are meaningful and life-enriching for customers
✔ apply business models which treat “employees, customers, and society” all as human beings with a common shared goal; a peaceful, sustainable, healthy, and happy life.

Leading companies routinely perform a set of standard practices and develop competencies across 6 disciplines. These practices are the basis of Wow Now DRIVEN Framework covered during this masterclass.

After 6 years of delivering this masterclass in-person and virtually, I have created an e-learning version of it covering content with at least 8 hours of videos (5 to 15 minutes each) and providing plenty of exercises, templates, and questions for reflection and action; plus a blended learning option with an add-on for 5 weekly calls of 1 hour with other students, for a total of at least 16 hours of learning.

In this program you will:

• Learn DRIVEN Competencies: Define, Research, Ideate, Innovate, Improve, Validate, Execute, Empower, Enable and Nurture.
• Learn Experience Disciplines: Strategy, Customer Understanding, Experience Design, Innovation and Improvement, Metric, Measurement & ROI, Organizational Adoption & Accountability, Culture.
• Learn about Happiness in Business: how vital elements of the Science of Happiness and Emotional Intelligence impact the human experience.
• Learn practices and energizers from Laughter Yoga, Qigong, and Hearth Coherence that you can embrace in your daily routine and all other online meetings.
• Do – Call to Action: thanks to the templates (persona, empathy map, journey mapping, brainstorming) and the exercises, you will practice addressing your company’s experience challenges and will gain a toolbox that you can use in all your future projects.
• Reflect – Call to Reflection: thanks to the prompts offered, you will identify ways to drive the change within the organization (towards the direct team, customers, employees, or society/community); uncover and/or address your specific challenges (what gets in the way?)
• Commit: by the end of the training, you will have identified your MAGICS © summary and action plan for your transformation journey
• Share your own experience and vision with other participants.
• Grow through 6 stages: Grounding, Reaching-up, Orchestrating, Wowing, Taking Time, and Harvesting.
• Validate your readiness for the CXPA exam to become CCXP. Our learning materials were certified in 2017 by the CXPA as propaedeutic for exam preparation. Since then, we've expanded and updated them.

À ATTENDEES

 This masterclass is beneficial for:

• CX or EX professionals who want to validate, increase, and frame existing knowledge.
• CX professionals who want to check their readiness for the Certified Customer Experience Professional Exam.

Leaders who want to learn more about the Science of Happiness and apply it to CX and EX.

 LEARNING OBJECTIVES

✔ Elevate, validate, and frame your CX knowledge.
✔ Learn about the 6 disciplines HCX leading companies need to master and orchestrate for sustainable growth.
✔ Access to pragmatic frameworks, methodologies, and a toolbox for your CX projects.
✔ Understand how key elements of the Science of Happiness and Emotional Intelligence impact the human experience.
✔ Learn practices and energizers from Laughter Yoga, Qigong, and Hearth Coherence. (Using these techniques at home and at work enrich your well-being and those of your colleagues).
✔ Check and validate your readiness for the CXPA exam to become a Certified Customer Experience Professional. (Optional)
✔ Identify your MAGICS © summary and action plan for your own CX journey.
✔ Learn, share, connect, grow & blossom as an HCX Pro.
✔ Master to drive a CX and Happiness Transformation Journey.

ABOUT THE TRAINER: This program is facilitated by Rosaria Cirillo Louwman

✔  Certified Customer Experience (CCXP) professional with 20 years of experience

✔  Certified Happiness Trainer, Uppiness Game Trainer, and Laughter Yoga Teacher

✔  Certified in Design Thinking and NPS2

✔  Founder of CXPA NL

✔  Brings real business cases and a lot of practical examples

✔  Ability to deliver an engaging and fun online learning experience

✔  Has field experience, a hands-on and practical approach.

COSTS & PAYMENTS OPTIONS:

COST: given the launch of this program as e-learning on this new e-learning platform, we have a special offer for the first 20 sign-ups that will join in November 2022:

Early adopter: 350€ excl VAT

Early adopter incl. VAT: 423,50€. 

Doors to our online academy are already open and when you sign up you immediately get access to the first introduction module. Each new module will be released weekly as of September 26th and/or as you complete each module.