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What is a Customer Experience Management Workshop

Perhaps you have a specific need or want to see what Customer Experience Management (CXM) can do for you before diving into a Tailored Programme? CXM workshops are masterclasses designed to help you achieve two goals:

  1. Fix, improve, transform or create a specific aspect of your Customer Journey, or develop your CXM capabilities.
  2. Engage your team, get them excited about the power of CXM and eager to learn more.

Out-of-the box services go against my ethos of understanding customer needs before designing products and services. Instead, I have developed baseline workshops that we will adjust to meet your needs. If you are not quite ready for a CX Project or to Embed your CXM, these workshops are a proven way to start your CXM Journey.

I can facilitate online and in person workshops.

Customer Experience Management Workshops

Voice of the Customer Workshop

Voice of the Customer is the activity of seeking, analysing and accepting customer feedback. Then taking action to improve your Customer Experience.

You can use surveys, social media, chat, customer service calls, review sites and many other places to learn how your customers feel about your business.

For more about Voice of the Customer, visit my specialist section ‘What is the Voice of the Customer’.

Typical benefits

When you understand customer feedback, you will see your business through your customers’ eyes and learn to explore fresh ways of earning their loyalty.

Listening to the Voice of the Customer is a quick route to fix and improve Customer Experience while building your in-house capabilities. You will end the workshop with:

  • A better understanding of your Customer Experience.
  • Commitment to change activities to resolve customer issues.
  • Ideas to innovate your products, services and journeys.

Your commitments will improve Customer Experience, engage your employees and kick start your journey into Customer Experience Management.

What to expect from a VoC workshop

Directly impact Customer Experience

During a planning session, you can select a half-day, full-day or two-day workshop. We also discuss your goals, who to invite and the duration of the workshop. Then, I design the best workshop for you and help your team prepare. I can facilitate online and in person workshops.

Throughout the workshop, your team will think differently about your customers and commit to actions. You will analyse feedback to find opportunities to improve your products, services and touchpoints. Of course, you will then plan actions to improve customer loyalty.

You end the workshop with an action plan to deliver the changes you choose.

In our follow-up sessions, I will help you deliver your commitments and earn a return on your CXM investment.

Improve CXM capabilities

Whether you opt for a half-day, full-day or two-day workshop, we will discuss your goals and who to invite. I’ll then use a baseline to design workshop and pre-work to maximise your value from the masterclass. I can facilitate online and in person workshops.

Building a Voice of the Customer way of working requires collaboration around a shared goal – to improve Customer Experience. You will understand how your business uses feedback to day and the gaps / opportunities to improve. Of course, you will then plan actions to implement new ways of working.

You end the workshop with an action plan to deliver the changes you choose.

In our follow-up sessions, I will help you deliver your commitments and earn a return on your CXM investment.

Value Proposition Workshops

Value Propositions describe the value we deliver to customers in their terms. They have two parts:

  1. Your understanding of customer needs, which we capture in a customer profile. The profile represents a segment of customers with their jobs, pains and gains.
  2. Your description of your product, services and journeys and how they deliver value to customers.

Your value proposition helps you find innovative ways of meeting customer needs.

You can read more about Value Propositions in this blog post – How to use your value proposition.

Typical Benefits

When you build your value proposition, you and your team will understand the needs of your customers; functional, psychological and social. Also know as jobs-to-done and emotional needs. You will build a value proposition to meet those needs and grow your business with resilience.

Building a value proposition helps you understand your customers’ needs more clearly, so you can compete on more aspects of your Customer Experience. You will end the workshop with:

  • A shared understanding of the product, service and journey features your customers value.
  • Fresh ideas to enhance your customer experience.
  • A plan to fix, improve, transform and create moments that matter.

Your plan will deliver the changes you choose, help deliver customer value and earn loyalty.

What to expect from a Value Proposition workshop

Presented as a masterclass, the workshop blends theory and practice with on-the-spot coaching.

Before your workshop, we meet to agree your goals, who you will invite, the duration of your masterclass and post workshop support. You can select a half-day, full-day or two-day workshop. Then, I will design the best workshop for you and help your team prepare.

The workshop will give you a customer profile, value proposition and action plan to delight your customers.

In our follow-up sessions, I will help you and your team earn the benefits of an enhanced Customer Experience.

Customer Journey Mapping Workshop

The customer journey starts with a customer need and ends when they no longer have the need.

Customer Journey Mapping records this journey with key information, such as each touchpoint, customer emotions and performance measures. We include customer perceptions and opportunities to fix, improve or transform the customer experience. Advanced Journey Mapping designs the desired customer journey.

Typical benefits

When you map your customer journey, you and your team will understand your customers’ experience and identify opportunities to improve your customer journey and delight your customers.

Mapping your customer journey helps you understand your customers needs and experience, and see your business through their eyes. With a fresh understanding you can delight more customers. You will end the workshop with:

  • An understanding of your customer journey.
  • Ideas to meet more customer needs and strengthen their perceptions of your business.
  • A plan to fix, improve, transform and create customer journeys that keep them coming back for more.

What to expect from a Customer Journey Mapping Workshop

Presented as a masterclass, the workshop blends theory and practice with on-the-spot coaching.

Before the workshop, we plan and communicate to deliver the value you want from the workshop.

You and your team will map your current customer journey in the workshop and either agree the actions required to improve your current journey or design an ideal customer journey.

In our follow-up sessions, I will help you and your team deliver an enhanced customer journey and realise a return on your investment.

I can facilitate online and in person workshops.

empathy map large icon

When we learn to see customers as someone whose needs we satisfy, we can build better customer journeys. When customers feel understood and appreciated they are more likely to be satisfied. Satisfied customers return and recommend their experience to others.

Empathy Mapping is an easy way to start thinking about your customer. It is a structured approach developed for service design that helps you and your team step into your customers shoes.

Typical benefits

Empathy maps help you see the world through your customers’ eyes. Then you can build products, services and journeys to meet their needs and build trust.

Building an Empathy Map helps your team bring the customer into more decisions. As you act with the customer in mind, you earn trust and a return on investment. You will end the workshop with:

  • An understanding of your customers’ needs and perceptions.
  • Ideas to strengthen their perceptions of your business.
  • A plan to fix, improve, transform and create customer journeys that build trust.

What to expect from an empathy mapping workshop

The Empathy Mapping workshop is a short event which challenges your team to see your business through the eyes of your customer. I provide on-the-spot coaching throughout.

Before the workshop, we plan and communicate to deliver the value you want from the workshop.

You and your team will use the Empathy Mapping template and expert facilitation to explore your customers’ needs and perception. Then, using a simple journey map, you will assess your customer experience and agree the actions required to improve it.

In our follow-up sessions, I will help you and your team deliver an enhanced customer journey and realise a return on your investment.

Founders large icon

A typical founder starts with a great idea and a lot of passion. They work hard to follow the guidance of of many people. And, with luck, they make money and grow their business.

However, when specialists in marketing, sales, logistics, and customer support get involved, the customer journey gets divided. What’s more as they seek new customers, new needs emerge.

Without intentional customer experience management, founders can hit what I call the CX Wall .

At this stage, founders don’t have the time or money for in depth CX activities – nor do they need them. I believe an awareness of CX Management and familiarity with the key tools can be enough to avoid the CX Wall.

Typical benefits

Don’t hit the CX Wall as your business grows. Learn how to use Customer Experience Management for resilience and growth.

  • Awareness of the pitfalls of letting Customer Experience happen by chance.
  • Tools to better understand your customers.
  • Ideas to meet more customer needs.
  • A plan to harness Customer Experience Management and realise the benefits.

Mixed founder workshops

The Mixed founder workshop is ideal for solo founders who want to explore Customer Experience Management in a safe environment. With fellow founders, learn about the CX Wall and how a simple three-step tool kit can help your new business thrive and grow.

You will end the workshop thinking a differently about your customers, and with actions that will support your business.

In optional follow-up sessions, I will help you deliver your actions and earn a return on your CXM investment.

I can facilitate online and in person workshops.

Single business workshops

The single business workshop brings founders and their team together to discuss customer experience. Following a CXM maturity model, we explore current capabilities and agree changes to support business growth.

You will end the workshop aligned on the customer experience management methods you will implement – with quick wins and longer-term actions.

In optional follow-up sessions, I will help you deliver your actions and earn a return on your CXM investment.

I can facilitate online and in person workshops.

What to expect from a CX for founders workshop

Change Management icon

Change Management is an approach to change that recognises the impact of change on individuals and minimises the disruption it causes. What’s more when you engage people in change, they are likely to spot problems before they occur and develop solutions that work. In the Change Management workshop we consider five key tools and discuss how you can use them to deliver change successfully.

Typical benefits

Bringing people on a change journey can be difficult. But simple techniques reduce the stress while maximising the benefits you enjoy.

Knowing how to engage people during change will help make your change activities successful in both the short- and long-term.

  • An understanding of key tools and techniques to maximise the success of your change activities.
  • Confidence to tackle Customer Experience change projects.
  • Better cross-functional collaboration.

What to expect from a change management workshop

This workshop takes the form of a tutorial where we will explore Change Management tools and how to use them in your business.

Before the workshop we will discuss your needs so I can tailor the material.

After the workshop I offer support activities to help you quickly get on track and deliver the changes your business needs.

project management large icon

Project Management is the toolkit of proven techniques that help teams deliver change. Whether waterfall or agile, setting out with a clear intent, planning well and supporting teams during delivery improves the probability of success.

Typical benefits

Learning a handful of vital project management techniques will quickly pay dividends as you identify and deliver Customer Experience improvements. You will end the workshop with:

  • An understanding of key tools and techniques to maximise the success of your change activities.
  • Confidence to tackle Customer Experience improvement projects.
  • Better cross-functional collaboration.

What to expect from a project management workshop

This workshop is presented as a tutorial with on-the-spot coaching.

Before the workshop, we assess your current Project Management capabilities and identify gaps and needs.

During the workshop, we learn about key tools and techniques and discuss how to use them in practice.

In our follow-up sessions, I will help you and your team deliver change using your new skills and grow in capability.

Typical benefits

Each workshop introduces a Customer Experience Management concept and uses a masterclass approach to take you and your team step by step through using your chosen tool.

You will leave with actions to enhance CX and an enthusiasm to learn more.

Tired of Reading? Let’s talk about you

You have heard a lot about me. But you visited my site to learn about Customer Experience. Why is that?

Maybe you feel something is a little off with your customers. Or have heard how intentional Customer Experience Management benefits so many businesses.

Schedule a free consultation (30 minutes). There’s no obligation and you will end the call with at least one idea to change how you manage CX.

Who will benefit from Customer Experience Management Workshops

Customer Experience Management (CXM) workshops are ideal for businesses that want to explore and understand the benefits of CXM, while working directly on opportunities to delight more customers.

Check out my other services

If you haven’t found what you need here, my other services may help.

My commitment to you

Whichever service you choose, my commitment to you is to understand and meet your needs. In other words, I practice what I preach.

Here are six reasons to work with me…

  • Your business is special, your needs are unique. Don't settle for 'off the peg'.
    • My approach is always fresh; I am always learning, with a constant eye on the latest developments as well as taking lessons from every job. I understand that you will rely on me to help you delight your customers and grow sustainably.
  • You know change is inevitable, but don't know where to start or how to bring your team with you.
    • With a wide and varied career history, I know how to plan change and make it stick. I understand people, the way they work, how they respond to change and what gets them up in the morning.
  • The success of your business lets you live your dreams. You want it to be around for a long time.
    • I'll never forget why you are in business. Whether you are refocusing your business or fixing a broken product, I will help you build a solid business case. Then together we will deliver a project to give you a return on your investment.
  • You are not sure what kind of help you want - advice, guidance or hands-on.
    • I can lead the charge, embedding your new ways of working. But only if that is what you need. You may prefer doing things for yourself, leaning on me for a friendly ear and advice.
  • I recognise where you are on your CX journey and build solutions for you.
    • We'll start with the tools to improve your customer experience and engage your team. Then, as you feel more comfortable, we can think about strategy.
  • It's not just me!
    • For larger engagements and areas outside my expertise, I bring in trusted partners. You get a team using their skills to delight you and your customers.

Schedule your free consultation and learn how to manage rising customer expectations

After our confidential, 30-minute consultation, you will…

  • See a path to product, service and journey improvements
  • Feel confident you and your team can continuously improve
  • Be keen to get ahead of your competitors by delighting your customers
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