Masterclass - How to deliver Customer Experience in B2B

28/10/2020 | 28-29 October @ Deerlijk
21/01/2021 | 21-22 January @ Deerlijk

Fase: Initiatie
Focus: Totale CX transformatie
Format: Opleiding

How to deliver customer centricity, how to set up and manage all the CX transformation pillars within a typical B2B environment. You learn how to integrate CX in your product and process focussed company. You will get cases from other B2B companies with a small number of customers, multiple contact persons, long lead times and high dependency on distributors, all factors which are different from the typical B2C CX examples.

Meer informatie

This is a 2 days training with 1 stay-over included


        9u30 welcome

  • Customer values, promises and goals derived from your business strategy
  • How, what, why on B2B customer segmentation

         Light lunch

  • Customer listening within a complex contact person model
  • Design of (digital) customer journeys as enabler for your customer "jobs to be done"

         Diner and digital experience tour @Conxion

Day 2

  • Pro's & con's of the different customer metrics
  • How to manage your CX efforts over time
  • How to engage your colleagues and build a customer focused culture within complex or global organization

         Light lunch

  • Your role as CX manager/ CX team
  • Bring all building blocks together in your own CX action plan

         16u00  Well deserved drink

This training will be given in Blue Woods Hotel in Deerlijk.  We have choosen this location as it is close to our  surprise "experience" activity on the first evening.

More details will be sent to you closer to the date.


  • Experienced CX speaker & consultant with over 20 years of experience in manager en directro function within internation companies 
  • Certified CCXP (Chief Customer Experience Professional) CX Architect
  • Certified Change Facilitator
  • Author
  • Founder of the CX Peer2Peer community



  • Experienced digital solution specialist with a demonstrated history of workin in the information technology and service industry
  • Certified I2 - Supply chain
  • ITIL V3 certified



  • How to build up a customer strategy within a B2B company
  • How to listen to the voice of B2B customer with multiple contact persons
  • How to set up a CX business case and manage your customer centricity goals with respect to the current business KPI's
  • How to add customer value beyond your already existing operational excellence
  • How to integrate the right digital solutions and platform in your experience design througout the total customer journey
  • How to become a strong CX leader within your organisation embracing the necessary skills to engage all employees and embed CX in your company culture 



  • C-level who want to make their organisations more customer oriented 
  • Maketeers, operation & service managers, quality responsible from B2B companies
  • IT/project managers responsible for CX driven (r)evolutions


  • Your own CX action or improvement plan
  • Plenty of tips & trics from peers, cases and the digital experience tour @ CONXION



  • 28-29 oct  '20  /  21-22 jan '21
  • Blue Woods Hotel, Deerlijk
  • Evening program @ Conxion, Waregem 


  •  € 1.899 excl. vat (all-in)
  • early bird of €1.699 exc. vat for subscriptions respectively before 30th of sept. /  15th of dec.
  • KMO-P possible for Flemisch companies (PITopia: DV.0234520)    


Subscribe by filling out below  info fields.  You will receive more info 4 weeks prior to starting date.

For any question, just sent a mail to

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