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Schedule for the CX Success Summit Masterclasses
All Masterclasses start at 3pm ET


Day 1 – Sunday

Kick off To CX Masterclasses. 

Day 2 – Monday

Annette Franz, CCXP

Journey Maps: 6 Steps from Maps to Outcomes

What you will learn:

  • The benefits of mapping customer and employee journeys
  • The basics tenets of mapping journeys
  • Why journey maps fail – and how to ensure yours don’t
  • The six steps you must take to effect real change with journey maps

About Annette

Employee & Customer Experience Consultant | Journey Mapping | CXPA Board Member | Author | Speaker

Annette has been recognized as a customer experience thought leader who is passionate about helping to build people-focused organizations. People-focused organizations care about people first, over profits; they also know that if they focus on the the employee experience "more first," a great customer experience will follow. Customers will feel as if they are appreciated and valued - and so the business grows.

She owns a boutique customer experience consulting firm that specializes in laying the groundwork required to establish a CX strategy that will drive your culture transformation efforts. I believe that (1) customer understanding along the customer experience journey is key to developing a strategy that allows both customers and businesses to achieve their desired outcomes, and (2) the employee experience - and your culture - cannot be an afterthought.

Day 3 – Tuesday

John DiJulius

10 Commandments to Creating A World-Class Customer Service Organization

What you will learn:

  • The methodology that best in class customer service organizations all execute
  • The critical role of having a Customer Experience Executive has
  • Become the brand customers cannot live without
  • How to make price irrelevant 

About John

THE AUTHORITY ON WORLD-CLASS CUSTOMER SERVICE

Keynote speaker, international customer experience consultant and best selling author of three books, John DiJulius, works with world class companies like the The Ritz-Carlton, Lexus, Starbucks, Nordstrom, Nestle, Marriott Hotel, Pricewaterhouse Coopers, Cheesecake Factory, Bausch & Lomb, Progressive Insurance, Harley Davidson, State Farm, Chick-fil-A, Entrepreneurs Organization, YPO, Aveda, and many more.

John isn’t just talking about it, he lives it, as a very successful entrepreneur of two businesses: John Robert’s Spa, a chain of upscale Cleveland locations, repeatedly named one of the top 20 salons in America and The DiJulius Group, a customer experience consulting firm that uses the X-Commandment methodology to providing a World-Class Customer experience.

Day 4 – Wednesday

Adrian Swinscoe

The 5 Essentials of a Wow Customer Experience

What you will learn:

  • How to deliver a world-class customer experience
  • Why most fail at creating great customer experiences and how you won't
  • What really drives a WOW experience and what doesn’t
  • What you should be doing to help your team and your business stand out.

About Arian

Customer Experience and Service Consultant/Coach | Speaker | Best-Selling Author, Blogger & Forbes contributor

Adrian is an independent customer experience consultant, adviser, speaker and author and have worked with companies Talk Talk, Prudential, Bibby, Harper Collins, Clarabridge, Gazprom, TUI, NewVoiceMedia and Costa Coffee as well as numerous fast-growing, entrepreneurial yet smaller firms. he's also recently published a best-selling book (April 2016 - Pearson) called How To Wow: 68 Effortless Ways to Make Every Customer Experience Amazing.

Week 2

Day 5 – Thursday

Nick Bush

Closing the Loop on Complaints: 7 Steps to Turn Dissatisfied
Customers into Your Greatest Fans

What you will learn:

  • Why complaints are a frequently-overlooked source of customer feedback
  • Why you should take a strategic and joined-up approach to managing complaints
  • The three elements of a Closing the Loop strategy:
    • Detection – identifying the complaint or the potential complaint and averting it.
    • Handling – dealing with the complaint when made and restoring the customer back to the state they were in before the error occurred
    • Learning – identifying what went wrong at the “root cause” level and then acting to prevent future occurrences contribute to the wider operating landscape
  • The beginning of the 7-step approach

About Nick

Helping companies put the customer at the heart of performance transformation | NextTen Innovation Solutions Ltd

Nick Bush, head of delivery at NextTen Innovation Solutions – a solutions, training and services
company dedicated to helping organisations achieve extraordinary results through customer-centricity
– brings four decades of change management and CX experience to bear on this vital subject.

 A chair of judges at the 2018 UK Complaint Handling Awards, Nick’s career has included interim and permanent management roles with major UK corporates including British Telecom and Royal Bank of Scotland and management consulting experience with international clients across a range of sectors
from manufacturing to financial services.

In addition to customer experience, Nick’s other passion is music: he is a trustee of, and part-time
change consultant to a London-based music education charity and an enthusiastic member of a local community choir. He promises not to sing at any point in this webinar!

Day 6 – Sunday

Abraham Venismach

Small Biz CX: How I went from $70K in the red to 90K in the black in 3 years.

What you will learn:

  • Why you should avoid the word "NO" like the plague.
  • How the words "Let me see what I can do for you." Works like Magic.
  • What does Mohammed Ali and Customer Experience Have in common?
  • What I learned from a cobbler about CX and how it change my life

About Abraham

CX Success Summit Producer - Life Adventurer

I was living the life. Had the successful business by the beach. My customers were corporate 500, famous actors, big studios, award winning designers, & everything in-between. Had the cars, house by the beach & all the "stuff." So what did I do? At age 45, packed it up & moved across the world to a remote village in the Golan Heights with 90 families and no local language skills! What was I thinking?  Well, I’ll tell you what I was thinking... I will succeed! Why? Because that is my only option. I mean, really? Who would hire a 57 year old immigrant with a very heavy accent? No one. So I have but only one choice! Succeed!  I’ve accomplished much from my little remote mountain village. Have 50K+ members in my LinkedIn group, online Customer Service & Experience network with 200K+ distribution, clients worldwide, interviewed world class experts on my podcast and summit, consulting & coaching people all over the world.
 

Day 7 – Monday

Paolo Fabrizio

9 steps to Social Customer Service

What you will learn:

  • To plan and implement a SCS strategy
  •  How to choose what digital channel to integrate into their customer service  /call-centre (social, live chat, instant messaging apps)
  • What are the main pitfalls to be avoided

About Paolo

Social & Digital Customer Service, Trainer, Author, Speaker

Paolo Fabrizio is a customer service pioneer. In the '90s he took part at the start-up of the first online insurance company in Italy. In 2013 he launched SocialMediaScrum.com, the leading digital customer service blog / podcast. Consultant, trainer and author, in 2015 he wrote the first italian book on Social Customer Service. Keynote speaker at events in Italy and abroad.

Day 8 – Tuesday

Mike Wittenstein

How to Win Support For Your Next CX Project

What you will learn:

  • How to Convert their ideas into outcomes
  • How to Feel more comfortable presenting ideas as ‘future stories’
  • How to Successfully push back against the typical ‘low-hanging fruit’ and ROI arguments

About Mike

Management Consultant with deep expertise in strategy (disruptive change), customer experience (design), tech, and story

The basics: Mike has decades of experience helping leaders tackle tough, high-stakes problems -- around strategy, customer experience, and more -- as a consultant, designer, coach, and speaker. Clients count over $1.6 billion in added sales, reduced expenses, and new sources of revenue from working together. with Mike.

His company, StoryMiners, focuses on the idea of “Story as Strategy.” They  help you envision your future story -- what you want your company to look like, how the customers will react to it, how your employees will react -- and then they map strategic elements to the achievement of that story. 

Day 9 – Wednesday

Chip Bell

Customer Shock & Awe...

How to get your customer to say "WHOA, that was totally unexpected!"

What you will learn:

  • Innovative Service - How to Make Value-Unique a Competitive Differentiator
    Appreciate the importance and power of a unique service experience for all customers (internal and external).

About Chip

Management Consultant with deep expertise in strategy (disruptive change), customer experience (design), tech, and story

Chip R. Bell is a renowned keynote speaker and author of several best-selling books including Take Their Breath Away, Managing Knock Your Socks off Service, The 9½ Principles of Innovative Service and Sprinkles: Creating Awesome Experiences through Innovative Service, winner of a GoldInk Award. His newest book is the bestselling Kaleidoscope: Delivering Innovative Service That Sparkles released in 2017. The book has already won the 2017 Best Book Award in the business book category as well as a Silver Medal awarded by the North American Book Awards. Dr. Bell has appeared live on CNBC, Bloomberg TV, CNN, ABC, CBS, NPR Marketplace and his work has been featured in Fortune, Wall Street Journal, Forbes, USA Today, Businessweek, Entrepreneur, Inc. Magazine, CEO Magazine, Money Magazine, and Fast Company. He writes a monthly column for a number of major blog sites including MoneyInc.com, CEOMagazine.com, SwitchandShift.com, SmartCustomerExperience.com, LeadChange.com, and RealLeaders.com.

Day 10 – Masterclass Wrap up with attendee panel


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