1 OWEN CX Group

CUSTOMER EXPERIENCE London Symposium

AUTUMN 2019

SEPTEMBER 17-18OCTOBER 22-23

NOVEMBER 19-20

2 OWEN CX Group

THE COMPLETE PROGRAMThe Net Promoter Masterclass content is based on a completely re-imagined Net Promoter methodology updated for the digital age. Eleven core models have been crafted into toolsets and visual learning tools. We don’t just educate. We equip professionals for results. Over 6,000 professionals have been educated and certified to date, making this the most widely adopted NPS/CX certification program.

£2,950 FOR THE COMPLETE PACKAGE

PRE-EVENT SELF-PACED ONLINE LEARNING* Access to the Net Promoter Masterclass online will provide you with the inspiration, foundation and ongoing support. You will complete 8 short digestible core units with options for online Q&A with our expert consultants.

*Online access includes 6 months complimentary access to All Hands On Deck Training to complete pre-workshop assignment (~2hrs) and Program Leadership Toolkit to complete NPS certification requirements (~8hrs).

PRE-EVENT 1:1 CX PROGRAM ASSESSMENT You will complete a short survey covering the aspects of your current CX program. Our expert consultant will contact you for a one-to-one assessment of your program and highlight special areas to cover more extensively in the live workshop. We want to make sure you get the most out of the workshop.

LIVE WORKSHOP Following the eight-unit online curriculum, the two-day live workshop provides a “deeper dive” into each of the units with relevant case studies, breakout sessions, exercises, practical tools/templates, and peer review of your own program. The workshop will be led by two CX experts experienced in successfully designing and implementing NPS/CX programs around the globe. You will be joined by 10-14 peers who share your experiences and challenges. In addition, we will invite guest speakers from leading CX programs to provide further guidance. Lastly, we will allow ample time for networking with a Day 1 reception event at the hotel facility.

NPS/CX CERTIFICATION Upon successful completion of the program, you will be awarded the Certification in the NPS Masterclass Leadership program. This puts you in great company, with more than 6,000 other professionals globally who have completed the NPS certification.

POST-WORKSHOP FOLLOW-UP Your journey has begun, but we are here to support you. You will have 6 months complimentary online access to the Net Promoter Masterclass. In addition, we will schedule 3-6-12 month follow-ups to check on your progress and address any key issues you may have.

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THIS PROGRAM IS FOR YOU IF...

You want to advance your career potential by learning from global CX leaders who empower you to be informative, inspirational and transformative.

WHO SHOULD TAKE THE COURSE

Over 6,000 director/executive-level professionals from around the world have put their trust in our NPS Certification program. We are the original co-creators of NPS, and we continually improve our Masterclass program with over a decade of CX consulting experience. You will have the benefit of learning from the thought leaders in the industry as well as from your professional peers.

I thought the class was extremely informative and confirms many of the steps and processes we are using and have in place will help relay our message from our customers to upper management in a clear and concise manner so that change can be accomplished to improve our customer experience as a financial institution.

Laura M., Director of Global Business Development

“ Foundational, engaging, easy to comprehend… good combination of in-person course combined with virtual tools.

Debra D., Group Vice President Quality of Life

You want your company to adopt best-in-class CX practices, be inspired in every role and be able to link operational KPIs through CX to financial gains.

“ It was a great experience taking the course. It changed my view of considering the NPS score more than just a number. The frameworks will be very useful for designing and implementing the NPS program. Thank you for the in-depth knowledge of the Net Promoter Program.

Nilesh B., Technical Operations Engineer

4 OWEN CX Group

Curriculum“THE SCIENCE”

Unit 2: Data

• Learn the importance of data as a competitive asset

• Understand how multiple layers of data build to a comprehensive foundation for program success

• Explore how customer journey models relate to NPS and transactional data sets

• Learn how different types of data can be used to create a comprehensive picture of the customer

• Explore the NPS data quality framework

• Build an understanding of NPS data architecture and how to make choices around data collection and integration methods

Unit 3: Analytics

• See how different levels of analytic maturity build capability

• Learn about the NPS analytic framework and the importance of relative performance

• Understand the different statistical options available to support root cause analysis

• Learn the NPS root cause analysis frameworks and approach building insight and action

Unit 4: Action

• See how behavioral and psychological factors drive engagement and action within the organization

• Explore the NPS behavioral framework that builds the right environment to encourage effective action planning

• Learn the NPS action framework that prescribes multiple levels of closed loop activities from tactical to disruptive at all levels in the business

Unit 1: Foundation

• Learn the underlying ideas and principles behind NPS and its implementation

• See Net Promoter Programs through a more strategic and forward looking lens

• Build a solid foundation around core concepts that will provide context for the entire program

WHAT YOU WILL LEARN

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Curriculum“THE ART”

Unit 6: Program

• Explore the COMPASS program framework to understand all elements of a successful NPS program

• Take away practical tools to build out program capabilities

• See how organizational and team structure can be built to support the program and ensure the right resources are in place for success

Unit 5: Organization

• Understand the drivers of organizational transformation in an NPS program and how they combine to create transformative change

• Explore the NPS organizational framework that connects engagement with alignment initiatives, incentives, goal setting and action tools

Unit 7: Market and Economics

• Gain a true understanding of the connection between NPS and business economic outcomes, based on 15 years of data and practice

• See how customer lifecycle economics connect to NPS

• Understand NPS economics and how to quantify the impact of NPS improvements

• See how transformative companies impact their economics through promotor driven marketing initiatives

Unit 8: Integration

• Synthesize the root causes of success and failure in NPS initiatives

• Understand the dynamic that creates vicious and virtuous cycles of program performance

• Learn the different levels of organizational maturity and NPS capabilities and how to plan around building long term program success

WHAT YOU WILL LEARN

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WHO YOU WILL LEARN FROMTHE CO-CREATORS OF NET PROMOTER

Nobody has been more instrumental in the success of NPS. Richard’s team developed the Net Promoter Score in a joint project with Bain & Company, but its success as a complete methodology took 10 years of thought leadership. And now, Richard and his team at OWEN CX have re-written the methodology from the ground up for a digital age. We provide a contemporary approach to creating NPS program success.

JOHN GILBERT, CCXP Symposium Program Leader

For over 25 years, John has demonstrated leadership in both client-side and consulting-side professions in the design and execution of action-oriented marketing research projects and CX programs. His years as a Research Director at UPS and Director of Marketing Intelligence at Motorola provide him with a unique understanding of the challenges and opportunities facing his clients in executing best-in-class CX programs. He has supported numerous global clients covering all aspects of their CX journey including design, analysis, economic modelling, and executive action planning workshops. A prolific speaker and writer, John has authored numerous white papers and spoken at many conferences on the topics of marketing research and customer experience management. John will be your Symposium host guiding you and your program success.

RICHARD OWEN, CEO CEO, Owen CX Group

Richard has enjoyed a 30-year career of which centers around the use of technology to transform business operations. As an executive at Dell Computer Corporation, he oversaw the re-engineering of the company’s supply chain operations, the growth of Dell’s consumer business in Japan and, as VP of Online, the scaling of the world’s largest electronic commerce business of the 1990s. He has led two software companies to successful exits, with AvantGo achieving a public listing on the Nasdaq and Satmetrix sold to NICE Systems. Richard has held several board positions in both public and private companies and has served on compensation, audit and special board committees. Richard is one of the best-known thought leaders in the Customer Experience industry. In addition to being the co-creator of the Net Promoter Methodology with Fred Reicheld, he co-authored “Answering the Ultimate Question” with Dr. Laura Brooks which quickly became the “how to” guide for NPS practitioners. Now, Richard is the CEO of the OWEN CX Group, an organization with the singular purpose of helping corporations achieve success with their customer experience programs.

7 OWEN CX Group“ Positive, great learning experience, informative....interesting subject matter backed by good resources and an excellent team. I enjoyed the Masterclass and accompanying lessons.

Laura M., Director of Global Business Development

JAMES YOUNG Consultant

James brings 20 years of experience in helping companies improve the customer experience through great insight, design and innovation that results in financial improvement. With a background in CX research, program design, software and CX coaching, James helps businesses adopt an insight-to-market improvement capability that achieves the highest levels of employee engagement and executive adoption. The focus of James’s expertise has spanned across clients in Telco, Hi-Tech, Automotive, Utilities, Oil and Gas and BPO, where he deployed CX methods to achieve rapid turnaround in financial outcomes. James was most recently a Director of Customer Experience within KPMG UK’s Customer & Digital practice.

KIM RAYBURN Consultant

Kim brings 25+ years of client success leadership. Kim’s background spans across research, analytics, product development and design in the consulting and CX space within finance, retail and CPG. Previous roles include Client Engagement for the Insiders, Senior Director of Enterprise Success (North America) for Satmetrix, SVP of BIGinsight/ BIGresearch serving Walmart, Sam’s Club, Kohl’s, Target, American Express, VISA and many other Fortune 500 companies, Managing Director at Philips Design, and as CFO/COO of Lextant a qualitative and research design firm and President of a WPP company. Kim has also served on the Walmart Retail Board. Kim is all about ‘the Consumer’ and helps companies include ‘the Consumer Experience’ into everything they do.

CATHERINE GURNEY Consultant

Catherine brings over 30 years experience working with both B2B and B2C enterprise clients providing best practice advice and design guidance for CX Programs. She brings experience from Telecoms, Manufacturing and Insurance and has further applied her CX best practice to a wide variety of other industries. Catherine understands the opportunities and obstacles in getting NPS programs right. Her approach leverages experience and data models enabling our clients to deliver the level of customer experience excellence that leads to profitable growth and competitive strength.

MARCIA HOGAN Consultant

Marcia brings over 30 years experience in strategic advisory and has been instrumental in providing consulting services to enterprises across a wide range of industries, B2C and B2B. With superior insight, Marcia designs CX programs tailored to individual client needs and according to Net Promoter best practices. She sets the gold standard by providing continued guidance to ensure ongoing success. Most recently she has focused on next generation CX solutions, leveraging the economic applications of block chain networks and AI to deliver a truly data driven approach to predict the financial outcomes of customer behavior.

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WHERE YOU WILL LEARNYour learning environment is very important to us. Our two-day workshop will be hosted at the St. James Hotel and Club. The hotel is located in a quiet cul-de-sac in the heart of Mayfair, moments from Buckingham Palace and St. James’s Palace, the exclusive shops of Jermyn Street, the Burlington Arcade, Bond Street, The Royal Academy of Arts, and only a short stroll from the theatres and night life of the West End. The hotel is a five minute walk from the Green Park Underground station.

The St. James Hotel will provide a continental breakfast, drinks and snacks throughout the day, a lunch from their award-winning kitchen, and a reception at the end of Day 1 with drinks and nibbles. Please indicate any dietary restrictions you may have.

The hotel can provide a 15% discounted rate if you wish to book a room during the workshop. Please mention “Owen Masterclass”.

St. James's Hotel and Club Mayfair7-8 Park Place St. James's, London, SW1A 1LS

+44 (0)20 7316 1600 info@stjameshotelandclub.com

“ Thank you for my personal journey to kick off our company’s journey that will focus on client experience.

Cathy R. Director, Client Experience and Branding

9 OWEN CX Group

CUSTOMER EXPERIENCE London Symposium

CALL

+44(0) 208 158 3492

EMAIL

SUCCESS@OWENCX.COM

REGISTER NOW

SEP 17-18 OCT 22-23 NOV 19-20

Contact success@owencx.com for alternate dates.