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Customer Experience Masterclass


Open to the private sector only with minimum education qualification of having a Bachelors degree. Limited to 30 participants. Program cost is covered by KFAS. The registration will close upon either the deadline date of March 5, 2020, or upon exceeding the maximum number of applications received.

Who Should Attend

This masterclass is for strategy teams, marketing teams, customer experience teams, and anyone in a managerial position interested in learning how to innovate in their B2C business through focusing on customers


Contrary to the misconception, Customer Experience (CX) is not about CRM software, pampering your customers and showering them with freebies and discounts, or about going digital for the sake of it. This hands-on three-day masterclass is designed purely to help companies learn how to truly differentiate themselves and grow their profit using lean innovation mindsets and approaches. You and your fellow attendees will learn how your business can attract the right customers, generate organic word-of-mouth, innovate and set it on a sustainable growth course by designing a smart CX strategy.

Program Objectives

The content is structured around a number of exercises that immerse participants in the perspective of customers and to understand the journey, friction, thoughts, needs, and emotions that customers go through. The exercises also switch towards the business itself and guides the participants on how to explore the opportunities spotted from the earlier insights and discoveries. There will be a great amount of practical and highly beneficial tools, templates, forms, tips, and methods to take back with you and apply them immediately at work.