Master Class

CEW offers a fantastic opportunity for businesses of all sizes to understand exactly what a Customer Success Programme means and to realise that it is far more than just another business initiative. After all, developing, designing and applying a Customer Success Programme can make or break your business.

CEW will serve as an ideal platform for companies to ensure their customers succeed in using their products or services. It is important to appreciate that the goal of any business is for its customers to be happy – and this is achieved by ensuring that they are receiving value when they engage with your business; all with the least possible effort.

As always, the primary aim of CEW is to teach and share knowledge and to ensure that your business is able to make any customer interaction, at any and all touch points along the way, a positive experience. This led to the inclusion of the first ever Masterclass in a customer experience event.

Olivier Mourrieras, founder and owner at CX Impact, will facilitate the CEW Masterclass teaching delegates the various components of an effective Customer Success Management programme including:

  1. Create a customer centric vision for their programme and company: it provides direction and purpose – “why we do things”
  2. Design the desired experience and outcome: It answers the question “what we do”.
  3. Shape the Culture: it defines “how we do things”
  4. Learn outside-in: it provides ideas for continued improvement

Delegates will take home a far deeper understanding of a customer’s desired outcome and how to provide an awesome experience with every interaction and touch point within their business. As the CEW2018 event is a Continuing Professional Development (CPD) accredited event, delegates will also receive a CPD certificate of attendance.

This Master Class promise to inspire and provide additional practical and helpful guidance to delegates.

About the speaker

Olivier Mourrieras is a customer passionate, charismatic and results driven executive. He has spent over 12 years in shaping and delivering market leading customer experience strategies for companies in the top half of the Fortune 500 ranking. 

From laying out foundations to building sustainable capabilities, Olivier shares his insight on what it takes to put the customer at the heart and deliver change with spectacular results. and delivering differentiating customer journeys and solutions offering value for the customer and for the business. Among others, the Orange and E.ON stories are used as best practice cases by leading consultancy and analysts firms globally. 

Olivier’s background in customer facing operations brings a very human, empathetic and pragmatic touch to his energizing stories that will leave the lasting memories you want your audience to remember.