Online CX Masterclass

Public HCX masterclass - via Zoom & Miro - covering the 6 Customer Experience disciplines and 6 HCX Competencies of the DRIVEN framework

About this event

CX Customer Experience or EX Employee Experience is the perception each customer or employee has of the experience delivered by an organization. I believe that when designing and delivering CX & EX the focus needs to be on HCX a Human-Centered & Happiness-Contributing Experience.

REGISTER: https://wownow.eu/HCXMCsignup or send an email to training@wownow.eu

What will you gain from attending this class?

• You will acquire knowledge of a simple framework to understand and drive Customer Experience transformation

• You will understand the interconnected 6 disciplines of Customer Experience

• You will learn the latest insights and best practices on how Design Thinking can create value for your Customer Experience Transformation

• You will develop an understanding of how to start and drive a CX transformation journey

• You will meet CX colleagues from whom you can learn a lot

• You will create your personal CX plan to drive your business growth

• You will meet CX colleagues from whom you can learn a lot

• You will learn key elements about the Science of Happiness and Emotional Intelligence

• You will learn a few practices and energizers from Laughter Yoga, Qigong, and Hearth Coherence, that you can embrace in your daily routine and all other online meetings

• (additional optional) You will learn all about the CCXP exam requirements and you'll be prepared for the CCXP exam.

• You will grow as CX Professional and become a CX leader that proudly and confidently initiates and drives change

FORMAT

60% theory and 40% hands-on, this masterclass covers the 6 CX disciplines and 6 HCX Competencies you need to master to drive a CX and Happiness Transformation Journey and to validate your readiness for the CXPA exam to become CCXP. The sessions will take place online via Zoom and we will use Miro as our virtual wall and co-creation tool.

WHAT

Six competencies and disciplines covered in 4 sessions.

1. HCX Competence: Define. CX Discipline: CX Strategy

2. HCX Competence: Research. CX Discipline: Voice of the Customer, Customer Insight & Understanding.

3. HCX Competence: Ideate, Innovate, Improve. CX Discipline: Experience Design, innovation, and improvement

4. HCX Competence: Validate. CX Discipline: Metric, Measurement & ROI

5. HCX Competence: Execute, Empower, Enable. CX Discipline: Organizational Adoption & Accountability

6. HCX Competence: Nurture. CX Discipline: Customer-Centric Culture

An additional hour can be dedicated to review the CCXP exam requirements and have a trial exam if there are participants interested in that 

You can read more about our approach here: https://wownow.eu/blog/cx-blog-series/

Testimonials from previous participants here: https://wownow.eu/training/

FOR WHO: anyone working in the field of CX or EX that wants to validate, increase, and frame existing knowledge, also to check readiness for the exam to become a Certified Customer Experience Professional, and to learn more about how the Science of Happiness can apply to CX and EX.

ABOUT THE TRAINER

This class is presented by Rosaria Cirillo, H-CX Advisor & Happiness Change Catalyst. She is also HSA Certified Happiness Trainer; Certified Laughter Yoga Teacher; CCXP & Former CXPA ART (Authorized Resource Trainer)

What makes Rosaria's classes unique?

• Extensive knowledge and experience in fields such as Customer Experience, Design Thinking, NPS, Customer Service, and Science of Happiness

• Hands-on and practical approach: she has nearly 20 years of experience of which 13 years in corporate (in various roles across sales, customer service, business improvement, e-commerce, and customer experience for leading companies like Forrester, Adobe, and Philips) and 7 as consultant, trainer, and advisor (mostly for international software or services companies). She shares real company cases and a lot of practical examples

• Engaging & fun experience using Laughter Yoga, Qigong, and Hearth Coherence energizers and practices.

TO REGISTER: send an email to training@wownow.eu for more info or sign up on https://wownow.eu/HCXMCsignup

Booking via Springest:

• Price when booking via Springest is € 1,150
• The price mentioned is exclusive of 21% VAT