Training solutions
CCCX accredited by the Customer Institute
Helping CX professionals and organisations build successful and award-winning CX capabilities and skills
Customer Experience is an art and a science, which requires an expert and balanced combination of strategic thinking, intuition and grounded methodologies and techniques. Delivering a great customer experience does not happen by miracle or chance, but is the result of a carefully designed and managed approach, translated into brand-aligned customer journeys and customer-centric organisational capabilities and culture.
The Customer Experience team is the driving force and guardian of all this, and requires skilled and expert people to optimise the results.
All training is designed and delivered by Manuela Pifani, a multi-award winning and CCXP qualified CX professional awarded the coveted titles of 2015 UK Customer Experience Professional of the Year and Top 10 Global Influencers 2021, also securing the overall Insights Award. Leveraging her client-side leadership experience and her exposure to a large variety of consulting and academic models and frameworks, she has developed her own personal perspective and approach.
This is reflected in a series of proprietary Masterclasses and training mudules, designed to help you build your and your team's CX skills and capabilities. Courses are built on a modular basis to be adapted to individual organisational needs and maturity stages to supercharge the impact of your customer experience initiatives.
The key modules of these Masterclasses are part of the ‘CXellence CX Masterclass’ which has received a Certificate of Excellence by the Customer Institute ‘as meeting or exceeding current industry best practice, being comprehensive, effective and efficient, predictable and accurate, as well as a sustainable and repeatable method in the field of customer centricity’. Attendance can lead to CCCX certification by the Customer Institute.
“Manuela’s personality and deeply engaging style make her training sessions a great learning experience. Her common sense and practical examples from years of experience in the field are a key differentiator and her training sessions are something I would recommend to anyone who wants to invest in customer experience.”
“Manuela worked with my Customer Experience Practice to share her extensive experience about how to develop a customer strategy, establish a transform programme and deliver customer centric change. The frames, content and her experience gave us some invaluable take-aways that we can start to adopt and deploy with our clients going forward.”
CX Masterclasses
Advanced CX Masterclass
CCCX certified by the Customer Institute
Objective: Explore advanced CX management frameworks and tools to implement best in class and impactful customer measurement, insight and CX improvement capabilities. Learn how to translate this into intentionally designed brand-aligned customer strategies, journeys and propositions, enabled by effective customer-centric transformation and organisational culture.
Duration: 2 to 3 days
Modules include:
CX measurement and insight
Customer journey mapping and design
CX strategy and loyalty
Design Thinking for CX design
Customer-led change & transformation
Organisational fitness
Customer-centric culture
CX Strategy, Loyalty & Design Thinking
CCCX certified by the Customer Institute
Objectives: Deep dive into the key levers you can pull to deliver long-lasting customer loyalty. Understand and practice different customer strategy and design methodologies, including Design Thinking, to define brand-aligned customer loyalty strategies, journeys and propositions.
Duration: 2 days
Modules include:
Customer Strategy frameworks
Customer Loyalty frameworks
Design Thinking techniques
Brand-aligned customer propositions and journeys
Embedding the customer strategy
CX Organisational Fitness & C-Centricity
CX Maturity assessment & planning
Objective: Understand the 8 essential components and 5 maturity stages of CX and Organisational Fitness . Assess your own CX capabilities and maturity state and identify the key levers you can pull to embed customer-centricity in the DNA of your organisation in a sustainable and value creating way.
Duration: 1 day
Modules include:
CX Organisational Fitness Model ©
CX Organisational Fitness Check ©
Strategic CX components
CX capabilities
CX maturity states and drivers
CX fitness planning and improvement
Driving customer-centricity
CX Storytelling for Insight Impact
Objectives: Deep dive into how to leverage customer insights and data to quantify their value / ROI and amplify their impact. Learn and practice different storytelling and influencing techniques to make more compelling cases to drive stronger cross-functional engagement and influence decisions.
Duration: 1 day
It includes:
CX measurement and insights
Identifying the key insight levers
Calculating the value and ROI of CX
Storytelling techniques
Data storytelling
Communication styles
Influencing and persuading stakeholders
Intentional Communications
Objectives: Understand your own primary communication behaviour and preferences and how to leverage a toolbox of different styles. Learn how to intentionally communicate for success in a variety of scenarios applicable to your professional or personal life.
Ideal for delivery at team off-sites
Duration: 2 to 3 hours
It includes:
Communication styles
Own communication preferences test
Communication scenarios analysis
Executive-level CX Re-boot
Objectives: Appreciate the role of the executive leadership and Board in driving customer-centricity across the organisation. Explore the pitfalls and opportunities you have to support the creation of business value through a razor-sharp focus on the customer. Augment your awareness of the levers available to supercharge the impact of your initiatives by identifying the key loyalty and value drivers.
Ideal for delivery at Exec off-sites
Duration: 3 to 5 hours
Modules include:
Importance and role of CX
ROI and value of CX
Role of the leadership and Board
CX Maturity stages and opportunities
Driving customer-centricity
All training is designed and delivered by multi-award-wining, CCCX and CCXP certified Manuela Pifani.