THE CUSTOMER EXPERIENCE (CX) MASTERCLASS
20 hours of learning-by-doing on how to increase profit, reduce cost of sale, and attract (and retain) the right customers
The framework helped us determine what steps to be taken
Allan Mayo
DIGITAL GREENWICH
GROW THE BUSINESS WITH MORE CLARITY AND PROFIT
Contrary to the misconception, Customer Experience (CX) is not about CRM software, freebies and discounts, or about going digital for the sake of it. In this live, hands-on, five-half-day, online masterclass you'll learn how to truly differentiate your business and grow profit using straightforward innovation mindsets and approaches. You'll see your customers in a different light, understand their true needs and wants, learn what needs to improve (you'll be surprised what of you can discover, practice the process of fast and cost effective innovation and development, and how to measure the areas that matter.
4.8
QUALITY OF MASTERCLASS FACILITATION PARTICIPANTS GAVE LOAAY AHMED (MDes, FRSA)
TOP 9 OUTCOMES
-
Reduce cost of sale
-
Innovate faster and better
-
Attract the right customers
-
Retain customers for longer
-
Increase word of mouth
-
Have less focus on price by customers
-
Measure innovation initiatives and progress
-
Reduce employee turnover
-
Become an employer of choice
15 KEY LEARNINGS
-
Clear understanding of what CX is and is not
-
Identifying the relationship between CX and Service Design and Innovation
-
Recognising the full 15 components of CX maps (before, during and after)
-
Exploring how to read and analyse CX maps
-
Identifying problem areas and innovation opportunities
-
Turning CX insights into benefits for the business
-
Using the Business Opportunity Diagnostic tool to validate your initiatives
-
Learning the difference between journey maps & CX
-
Evaluating the types of innovation generated using the Kano Model
-
Understanding the role employees play in shaping the customer experience
-
Designing more meaningful and productive employees working experiences
-
Understanding how brands design strong CX and continue to innovate
-
Exploring various tools for designing internal meetings that foster innovation
-
Learning from the performances, fortunes and misfortunes of other businesses
-
Rapid prototyping for faster and better innovation
MEET YOUR INSTRUCTOR
"Knowledge is not power. Applied knowledge is."
— Loaay Ahmed, director, academic, entrepreneur, and strategic business therapist
You’ve probably attended many masterclasses before, but when your CX innovation process is guided and facilitated by Loaay Ahmed (MDes, FRSA) it is a different experience.
Loaay holds a Master of Design (MDes) in Service Design Innovation with Distinction from the University of the Arts London. His empirical research on B2B Customer Experience (CX) has led him to develop a framework that enhances the B2B innovation process for companies working with SMEs. Loaay uses Service Design, CX, Design Thinking, Strategic Brand Definition, and Business Model Design to help clients solve challenges and grow their businesses. Between 2016 and 2020, he taught such frameworks to postgraduates at Ravensbourne University London.
For almost three decades, he has guided driven CEOs, directors, and entrepreneurs in developing brands, services, and experiences that have shaped their future growth. He has assisted and trained management teams in brands such as Volvo, Tesco, Kuwait Finance House, Wataniya Telecom, Higher Institute of Dramatic Arts, Life Sciences Academy, Salesforce UK, and many others.
Loaay is a strategic business therapist and founder of The Outsider’s Perspective, an innovation strategy consultancy that enables organisations to create services, improve processes, and transform customer experiences. He is also a Fellow of The Royal Society for the Encouragement of Arts, Manufactures and Commerce (FRSA) in London, KREA recipient of the gold award in brand development, and Board Member of the Havant Town Centre Partnership Board (HTCPB).
ONLY 20 SEATS PER MASTERCLASS. ENROLL NOW
