Workshop for Building a Customer-centric Strategy
with Dennis Wakabayashi
22nd October 2024
01:00 PM – 04:00 PM
Berlin
Join Dennis Wakabayashi, known as The Global Voice of CX, for a workshop that deep-dives into the challenges brands face when trying to build holistic customer-centric strategies.
What you will learn;
- Analyse customer day and get actionable insights
- How to build a customer-centric culture
- Understand your customers on a deeper level
- Customer engagement strategies that feed loyalty
Workshop Leader
Dennis Wakabayashi
Global Voice of #CX | Team Wakabayashi
For over three decades, Dennis Wakabayashi, better known as “The Global Voice of CX.” has dedicated himself to revolutionising customer experience (CX), helping global powerhouses like FedEx, AT&T, McDonald’s, and Wells Fargo reshape their customer relationships and drive growth.
Currently, he is deep-diving into CX strategies for an international fintech brand, a beloved restaurant chain, and an innovative CPG brand, with these exciting projects set to debut in 2024.
Through his initiative, TEAM Wakabayashi, and his platforms like the YouTube show, CX Update, and podcast, “CX In the Wild,” he strives to democratise CX knowledge, sharing his insights with a global audience.
Objective: Foster a customer-centric culture by symbolically building a house of cards representing the integration and balance of different roles within a CX strategy.
Summary: You will collaborate with your team to build a house of cards, highlighting the importance of a customer-focused solid foundation. This hands-on activity emphasises teamwork and the significance of each role in creating a cohesive CX strategy.
You’ll learn how to embed a customer-centric mindset throughout your organisation, ensuring that every team member, from leadership to frontline staff, understands the importance of delivering excellent customer experiences.
Activity: Customer Insights Maze
Objective: Enhance your understanding and use of customer insights to drive data-driven decisions and improve customer experiences.
Summary: Navigate a maze to collect and analyse customer data, highlighting the importance of comprehensive insights in shaping effective CX strategies. This interactive exercise emphasises the role of data in understanding customer behaviours and preferences.
You’ll learn to gather and leverage customer insights to make informed decisions that improve customer satisfaction and loyalty.
Activity: CX Case Study Challenge
Objective: Improve your communication and engagement strategies by analysing real-world case studies and facilitated discussions.
Summary: Analyse a detailed case study to learn effective communication strategies. Apply these insights to a new hypothetical scenario to ensure a practical understanding of engaging and communicating with customers effectively.
This workshop helps you develop transparent, empathetic, and responsive communication strategies.
Activity: CX Innovation Showdown
Objective: Drive continuous improvement and innovation in your CX practices through a fun, competitive, and imaginative format.
Summary: Immerse yourself in the CX Innovation Showdown, where creativity and forward-thinking take centre stage. Brainstorm innovative ideas with your team to enhance customer experiences inspired by various examples. Pitch your ideas in a competitive “Innovation Idol” format. This hands-on activity emphasises the importance of staying ahead of customer expectations and adapting to changing needs.
You’ll leave with practical strategies and actionable ideas to implement in your organisation, fostering a culture of continuous improvement and innovation.
Agenda
1:00 PM – 1:10 PM: Welcome and Introduction
- Welcome and introduce yourself to fellow participants.
- Understand the workshop objectives and what you’ll achieve today.
1:10 PM – 1:40 PM: Building a Customer-Centric Culture
Activity: House of Cards
- Collaborate with your team to build a house of cards.
- Learn the importance of a customer-focused solid foundation.
- Emphasise teamwork and the significance of each role in creating a cohesive CX strategy.
1:40 PM – 2:10 PM: Using Customer Insights Effectively
Activity: Customer Insights Maze
- Navigate a maze to collect and analyze customer data.
- Highlight the importance of comprehensive insights in shaping effective CX strategies.
- Discover how to leverage customer insights to make informed decisions that improve customer satisfaction and loyalty.
2:10 PM – 2:20 PM: Break
- Take a short break, refresh yourself, and network with peers.
2:20 PM – 2:50 PM: Improving Communication and
Engagement
Activity: CX Case Study Challenge
- Analyze a detailed case study to learn effective communication strategies.
- Apply these insights to a new hypothetical scenario.
- Develop strategies for clear, empathetic, and responsive communication.
2:50 PM – 3:50 PM: Fostering Continuous Improvement and Innovation
Activity: CX Innovation Showdown
- Immerse yourself in the CX Innovation Showdown.
- Brainstorm innovative ideas with your team to enhance customer experiences.
- Pitch your ideas in a competitive “Innovation Idol” format.
- Focus on staying ahead of customer expectations and adapting to changing needs.
- Leave with practical strategies and actionable ideas to implement in your organization.
3:50 PM – 4:00 PM: Debrief and Awards
- Conclude the workshop with a fun and celebratory debrief.
- Summarize key takeaways and best practices.
- Receive additional tips and strategies for fostering a culture of innovation within your organization.
- Celebrate all participants’ creativity and hard work with small prizes for winning teams.
Dennis Wakabayashi
Global Voice of #CX | Team Wakabayashi
Register your details here. A member of our team will be in touch with you soon.
For any queries, please reach out to Marketing@cxmtoday.com
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