Join our CXM professional training in Oslo 5.-6. March 2025 

All you need to become a CX pro

CXM Professional is your gateway to becoming a CX powerhouse, equipping you with the expertise and confidence to drive customer-centric change across your organization. In this training, we go beyond theory, providing a unique blend of practical frameworks, proven methodologies, and inspiration from leading European companies.

What you'll get in this two-day training: 

Customer Experience through the eyes of CX professionals:
Deepen your understanding of customer experience management principles and best practices specifically tailored for CX professionals.

Decoding the Voice of Customer:
Learn how to effectively leverage the Voice of the Customer (VoC) to gather rich customer insights, translate them into actionable strategies, and measure the impact of CX initiatives.

Advanced Journey mapping:
Go beyond basic customer journeys. Master advanced mapping techniques to tailor to hidden patterns in customer behavior, mediate root causes of customer dissatisfaction, and design future customer journeys.

Customer Experience design:
Apply human-centered design principles and design thinking frameworks to develop innovative solutions that address customer needs and exceed expectations, making this business relevant and balancing customer and business needs. 

Employee engagement & Change management: Foster a culture of customer-centricity where every employee understands their role in delivering exceptional CX. Learn effective change management processes to ensure successful implementation of CX initiatives and overcome resistance to change.

Who is this for: 

The CXM Professional training program is tailored for individuals aiming to deepen their expertise in Customer Experience Management.

Agenda for the training 

Agenda for the training: 

Day 1 - March 5. 2025:

9:00 – 11:00: Customer Experience through the eyes of the CX Professional
Learning objectives: Define the core principles of CX strategy & management, identify key CX metrics and KPIs, understand the role of a CX professional in driving business success

11:00 – 14:30: Decoding the Voice of Customer (incl. lunch)
Learning Objectives: Learn different VoC collection methods (surveys, social listening, feedback forms), analyze and interpret VoC data to identify key insights, develop action plans based on customer feedback

14:30 – 17:00: Advanced Journey Mapping 
Learning Objectives: Map current-state customer journeys, identify pain points and areas for improvement, derive brilliant basics and remarkable details, learn to facilitate a customer journey workshop, set up service blueprints. We will demonstrate use of Customer Journey Management tools as part of this module. 

Day 2 - March 6th 2025: 

9:00 – 11:00: Making CX Business Relevant
Learning Objectives: Help make the business case for CX initiatives and make business relevant and support integrating in the right business context

11:00 – 15:00: Employee Engagement & Change Management (incl. lunch)
Learning Objectives: Build a customer-centric culture within organizations, develop strategies for effective change management in CX initiatives, communicate the value of CX to employees

15:00 – 16:30: Wrap-up & Capstone project
 

We will use an example as a thread through the two days. This is an example where students are introduced into a world they don’t know. This is a fun one and can be  quite challenging.

The training will be conducted in English. 
Jannecke Drangert-Hveding will be supporting. 

About Michel Stevens, who will lead the training

Michel Stevens isn't your typical customer experience trainer. He's a disruptor, a challenger, and a passionate advocate for putting the customer at the heart of everything. As Course Director of CX Master Academy, he ignites a fire in professionals at all levels, from CEOs to frontline staff, empowering them to transform their organizations through exceptional customer experiences.

Here's what makes Michel unique:

• Infectious Enthusiasm: Michel's passion for CX is contagious. He brings an energy and dynamism to his training that inspires and motivates.
• Actionable Insights: Forget fluffy theory. Michel delivers practical, results-oriented training that translates directly to real-world impact. He'll equip you with the tools and strategies you need to drive measurable improvements in your customer experience.
• Contrarian Thinking: Michel isn't afraid to challenge the status quo. He encourages innovative thinking and pushes boundaries to help you discover truly groundbreaking CX solutions.
• Engaging Communication: Michel cuts through the jargon and delivers complex concepts in a clear, concise, and captivating way. He's approachable, humorous, and makes learning enjoyable.

Michel's training focuses on:

• Customer-centricity: Developing a deep understanding of your customers and aligning your entire organization around their needs.
• Business Impact: Creating seamless and enjoyable customer journeys that foster loyalty and advocacy.
• Practical application: Equipping you with the skills and knowledge to implement CX strategies that deliver tangible business results.

If you're looking for a CX trainer who will:

• Challenge your assumptions
• Inspire you to think differently
• Empower you to create exceptional customer experiences

...then Michel Stevens is the catalyst you need.

CXM Academy has delivered CXM training to more than 11500 individuals across Europe and the Middle East.  Through the partnership between Customer C and CXM Academy, we can now offer CXM training in Norway for the first time. 

Practical Information 

Dates & Time:

• 5th of March, 09:00–17:00
• 6th of March, 09:00–16:30

Venue: Grand Hotel, Karl Johans gate 31, 0159 Oslo. 

Price: 14,900 NOK (excl. VAT)

This is an exclusive training with a maximum of 16 participants, ensuring tailored attention and value for each attendee. Secure your place now!