Customer experience has become a recognised discipline with many companies now having dedicated teams and programmes in place. Yet many still struggle to move from intention to real action and to embed CX across the organisation.

This highly interactive and practical Master Class provides answers to the concrete questions faced by marketers responsible for customer experience management, offers tools and strategies to address these challenges.

Together, we will not only explore a proven approach, the 5E methodology (Empathise, Envision, Engage, Establish, Embed), but also work on the real challenges participants bring to the table. This ensures that the session is actionable and directly relevant.

We will also look at how AI can reinforce CX management by helping to analyse, anticipate and personalise, while keeping leadership and culture at the core.

What will you learn?

• a structured methodology to strengthen customer experience management in your company.
• how to set the right priorities starting from the customer.
• how to translate your brand positioning into a concrete CX vision.
• how to engage stakeholders across the organisation and secure management buy-in.
• how to create a clear CX roadmap with governance and responsibilities.
• how to turn intentions into tangible actions and sustainable cultural change.
• how to use AI as a reinforcer to improve CX practices.

For whom?

The training is intended for customer experience managers, brand managers or marketers who want to challenge their daily practices, learn from best practices, and embed Customer Experience as a source of resilience and differentiation in their organisation.

Language

The training will be given in English and the slides of the presentation will be in English as well.
Participants may respond in the language of their choice.

"Excellent workshop with a practical action plan and useful frameworks for Customer Experience Management."