In-House Workshops That ROCK!
Turn your customer experience up to 11 with one of our engaging, entertaining and inspirational workshops for your team or event attendees. These hands on workshops will teach you how to deliver 'Rockstar Customer Experiences', from fundamentals to complete mastery.
We offer 5 core workshops, each focused on different elements of customer centric culture, employee engagement and customer experience.
We offer 5 core workshops, each focused on different elements of customer centric culture, employee engagement and customer experience.
The Rockstar Difference
Rockstar workshops are fast paced. Our workshops are always a full intensive immersion into the tools, techniques, methodologies and mindsets that really work. Along with this you get the chance to interact with and question the CX specialists.
Rockstar workshops are immediately implementable. We cover theory to change the mind but we cover practical application to change the actions, We spend the majority of workshop time on the practical application aspect of the tools and techniques so that attendees get the most actionable and pragmatic experience possible. Attendees walk away with practical action plans that can start to be implemented the very next day. We provide frameworks and mentorship to help with the application.
Rockstar workshops are interactive. We avoid the usual ‘Death by PowerPoint’ and long boring theory sessions. Our style is high energy, hard-hitting, inspirational, entertaining and engaging...like the best heavy metal. Attendees leave the workshops inspired and enthused to go out and make a real change in their customers lives.
Rockstar workshops focus on next practice, rather than best practice. Our workshops are built on our research and experience of working with the world's best performing companies. We use examples and case studies from companies like Apple, Disney, Southwest Airlines, Emirates Airlines, BMW, Amazon, Virgin, Starbucks, Zappos, Nike, Uber, IKEA & Google but also include many other smaller companies to demonstrate that you don’t have to be big to be innovative.
Rockstar workshops are immediately implementable. We cover theory to change the mind but we cover practical application to change the actions, We spend the majority of workshop time on the practical application aspect of the tools and techniques so that attendees get the most actionable and pragmatic experience possible. Attendees walk away with practical action plans that can start to be implemented the very next day. We provide frameworks and mentorship to help with the application.
Rockstar workshops are interactive. We avoid the usual ‘Death by PowerPoint’ and long boring theory sessions. Our style is high energy, hard-hitting, inspirational, entertaining and engaging...like the best heavy metal. Attendees leave the workshops inspired and enthused to go out and make a real change in their customers lives.
Rockstar workshops focus on next practice, rather than best practice. Our workshops are built on our research and experience of working with the world's best performing companies. We use examples and case studies from companies like Apple, Disney, Southwest Airlines, Emirates Airlines, BMW, Amazon, Virgin, Starbucks, Zappos, Nike, Uber, IKEA & Google but also include many other smaller companies to demonstrate that you don’t have to be big to be innovative.
Workshop 1: Customer Experience Vision Creation.
Duration: 1 Day
Create a clear, compelling, emotive and inspirational Customer Experience Vision for your company, division, department or even just your team. This empowering workshop will allow you to effectively communicate 'What' you are trying to achieve and 'Why' you are trying to achieve it. Giving your employees a purpose is possibly the best gift you could ever give them.
- Learn what a 'Customer Experience Vision' is for and why they are so powerful.
- Learn how to turn a 'should do' into a 'must do'.
- Understand the best format at syntax for memorable and emotive visions.
- Learn how to embed your vision into your culture.
- Craft a 'Customer Experience Vision' statement that you can start utilising right away.
"I have met some extraordinary people over the last 35 years and James is one of them. He has brought the science of experience delivery from his past into the challenges that we face today. He is genuinely an expert in experience and there are too few." Morris Pentel, Customer Experience Designer & Chairman - CXFO.ORG |
Workshop 2: Core Value Creation.
Duration: 2 Days
Create a unique and memorable list of core values that demonstrate who you are and what you stand for as a company. This inspiring workshop will allow you to create employee engagement and unity on a whole new level as well as attractive talent that is a perfect fit for your culture. No matter if this is for the whole company, a division, a department or just your teams, values help drive empowered and confident autonomous decision making.
- Learn the difference between foundational, inspirational and aspirational core values.
- Learn the optimum number of core values for maximum traction.
- Learn how to embed your core values into your culture.
- Learn the simple and cost effective internal project that gets everyone immediately talking about, reading about and demonstrating your core values.
- Learn the importance of employee led core value creation and why a list of values produced by a consultant will never positively effect culture.
- Document how these values positively effect your customers and your employees.
"Thank you again for these amazing insights and for sharing your knowledge. I can't wait to start integrating them in our current program and see the benefits! Overall, great feedback, fantastic engagement and rich insights. Thanks again for the quality of your training, it was a fantastic resource.” Caroline Maillols, Customer Insights Manager & CX Program Lead - MedicalDirector |
Workshop 3: Total Experience Mapping
Duration: Variable
This is Customer Journey Mapping on steroids. Take a real life customer experience and document it like never before. There is no 'one size fits all' way to journey map so this bespoke engagement will allow you to craft your company's own unique journey mapping style. It is best to arrange a call to discuss specifics around this engagement as there are many different variables and possible outcomes and these can't be understood without an initial consultation.
"The insightful way he (James Dodkins) portrayed the break down of every process in a business from a customer experience perspective allowed me to utilize every tool set I had previously developed and turned it inside out to see the customer experience throughout every process of a business unit. This progressive thinking has allowed me to develop a better understanding of process development and process re-engineering to be customer centric. He is a powerful and engaging speaker and a thought leader in the practice. I am thankful to have encountered such a progressive thinker."
Jessica Stoja, Group Director of Enterprise Operations - Batory Foods |
Workshop 4: The Customer-Centricity Game
Duration: 3 Days
Challenge your teams to create the most customer centric new grocery store business model with this 'training in disguise' workshop. In this 3 day intensive, fun and immersive event, attendees will learn the fundamental and essential mindsets, tools and techniques to help your company use customer experience as a competitive differentiator. This is an amazing way to reward a team whilst teaching them at the same time. This exciting escape culminates in a Dragon's Den/Shark Tank style competition where a select group judge the best pitch and award a prize*
*Dragon's Den/Shark Tank competition is not necessary but is a great way to cap off an amazing event. Prize to be selected and supplied by company.
- Learn how to create a flagship customer experience.
- Learn how to get inspiration for outside of your industry.
- Learn how to effectively interview customers to uncover hidden needs, goals and outcomes.
- Learn the simple experience innovation technique that the world's most customer centric companies use every day.
- Create a customer centric vision and mission
- Create a list of core values and document how they effect your customers and employees
- Learn the 'Caring Beyond the Job' framework that could make your company a 'Best Place To Work'.
- Learn the mistakes most companies make when interviewing, profiling and segmenting customers.
- Learn how to measure customer experience in a truly customer centric way.
- Learn how to mitigate and avoid complaints .
- Learn how to create 'Experience Teams' that could eventually replace departments.
- Learn what other companies are doing to revolutionise the grocery industry and how you can translate those ideas into your business.
*Dragon's Den/Shark Tank competition is not necessary but is a great way to cap off an amazing event. Prize to be selected and supplied by company.
"The training was transformative for me personally and also made a huge push in my professional life to define CX Strategy more clearly. I would like to thank James Dodkins for an amazing learning experience in Denver. I especially loved his teaching style and CX classroom projects. I learned so much. Thank you James! James is a true wealth of knowledge in all areas related to Customer Success, Customer Experience and Customer Centric Process Design."
Sasha Stewart, Customer Experience Consultant - Logio Solutions |
Workshop 5: Customer Experience Improvement
Duration: 3 Days
Take one of your customer experiences, add your teams, a world class customer experience improvement facilitator and a war chest of tools, techniques and frameworks created with the world's best performing companies and you have a recipe for CX success. Culminating in a presentation to the project sponsors this fast paced and transformational workshop is designed to get garner immediate buy-in and deliver immediate impact.
*Customer interviews can be done face-to-face, via email, via Skype, via phone or any other medium and can be conducted well in advance of the workshop.
- Use your own experience to get immediately implementable action items
- Conduct customer interviews with a world class facilitator in the room*
- Learn the simple experience innovation technique that the world's most customer centric companies use every day.
- Learn how to get inspiration for outside of your industry.
- Learn how to effectively interview customers to uncover hidden needs, goals and outcomes.
- Learn the simple experience innovation technique that the world's most customer centric companies use every day.
- Create an 'Experience Mission Statement' to unify and empower teams.
- Learn the mistakes most companies make when interviewing, profiling and segmenting customers.
- Learn how to measure customer experience in a truly customer centric way.
- Learn how to mitigate and avoid complaints .
- Learn a replicable format that can be used for multiple experience transformation projects.
*Customer interviews can be done face-to-face, via email, via Skype, via phone or any other medium and can be conducted well in advance of the workshop.