ENROL IN AN
X MASTERCLASS
Welcome to the world of experiences (X)!
Get inspired, challenged and learn all about CX, NPS and Business Storytelling. The popular X Masterclasses are given all over the world from Moscow, Seattle, Dubai to Singapore. It fully prepares you for the global CCXP Exam by one of the few official CXPA trainers in the world.
STRENGTHEN YOUR
CX | NPS PROGRAMME
You’re involved in CX. Maybe you measure NPS or you have a VOC programme running. People are looking at you to make it happen. But how? How to get better scores, more results and more engagement? Get someone who’s been in your role. To help you as a sparring partner. To support you. In the background, so you can shine.
POSITION WITH
STORYTELLING
You do incredible work. You are unmissable, connect to strategy, to customers, increase value, and more. Yet, the organisation is… only mildly interested. For all your plans and ambitions, you will only succeed by getting the organisation to rally behind you and claim a strong position. Learn to craft your story, create impact and be a leader.
CHANGING CUSTOMER BATTLEGROUNDS
At an unprecedented break-neck pace customers’ behaviour and needs are changing. As a result, companies looking to stay relevant, gain leadership and growth see it as the new battlegrounds. To recognise trends and developments, and adapt them to new possibilities and innovations. A recent study showed an overwhelming sixty-five percent of business executives state the coming three years will be more critical and transformational for their businesses than the past fifty years (!).
It’s Customer Experience that is the inspiring, energetic and vibrant go-to field of expertise to understand this, own this, play into it. Done well, your CX, VOC or NPS initiatives incorporates it all and uses it as fuel for a transformational change. One that involves your organisation’s strategy and brand to brilliant surveys and follow-ups. That optimally designs and changes experiences and services that are better, more impactful and grow revenue. That creates and also nurtures an unrivaled entrepreneurial employee culture. And all of this with a attention to Business Storytelling, a strong narrative to rally the organisation behind you.
No wonder CX and NPS programmes are notoriously tough to get right. But it is not pixie dust. It is doable. Definitely.
So welcome. Feel free to have a look, or reach out for a coffee. Explore how expertise and real-life experience can help you. How business storytelling and off-beat surprising insights will get everyone in your organisation inspired, fired up and involved. Or how the X Masterclasses or a trusted Sparring Partner in the background can help you to grow as a Leader.
You'd like to read more?
WHAT CAN CX LEARN FROM...
SURPRISING INSIGHTS BY BRINGING IN OFF-BEAT CASES
CX, TYPEWRITERS AND HURDLES
The letters on your keyboard are stupid. They seem to be arranged completely at random. But are they? There's a…
NPS, SURVEYS AND ISHOKU-HADA
It's the bare essential of what a survey is about. And it often gets overlooked. The heart, the promise and meaning of…
CX, JAWS AND SPACE
Before you can tell any story, anything about your programme or initiative, or present what your team is doing, you…
CX, SILVER AND DOUBLE BLACK
A well-chosen name is priceless. It gives a sense of energy and ambition. Did you ever think of your CX initiative as…
CX, SEAGULLS AND MURDER
Good CX Programmes become better by being opposed. However, superb programmes manage to change the opposers themselves.…
FORRESTER PODCAST
Renowned US based research firm Forrester have one of the best podcast series and experts on CX. And I was invited…
CX, JALAPEÑOS AND COFFEE
So you'll often hear me talk about engaging the organisation. And when I do I'll usually be quick to point out that…
UPCOMING X MASTERCLASSES
DON'T BELIEVE MY BLUE EYES... BELIEVE OTHERS:
Jaap Wilms
TRUSTED SPARRING PARTNER
Jaap is one of the few very experienced CX and NPS practioners around. He consults businesses all over the world and also leads various global CX and NPS roll-outs for international renowned companies.
Accredited by the CXPA Jaap hosts the popular CX Masterclasses that prepare you for the CCXP Exam and that coveted CCXP title. As one of the only a handful of globally Recognized Training Providers he travels from Moscow to Manchester, Dubai to Delft, and Seattle to Singapore for it. Perhaps you’d like to immerse yourself in the world of NPS and the Loyalty Strategy. Or what about upskilling yourself in Business Storytelling to design your impact in the organisation…
Jaap is also a guest lecturer at some renowned Universities and MBAs where he teaches CX and Strategic Innovation. He is a guest on podcasts (e.g. the Forrester CX podcast), frequents the stage, is Director at the Customer Institute and Chair of Judges at the International CX Awards.
With 23 years of experience in CX and NPS, working and living in several countries, Jaap brings actual real-life experiences to the table. Having been a Customer Experience Leader himself in a large corporate for years – designing, running and modernising a complex NPS programme for multiple countries in Europe and Asia – he knows the unruly business world and the political games played very, very well. Combine that with a broad and in-depth expertise, and an array of surprising, original off-beat knowledge he’s sure to surprise, inspire and support you.