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Deepen and broaden your problem-solving skills in no time.
Make faster and better decisions.
A more effective meeting for everyone.

Catalogue of Lego Serious Play® MASTERCLASSES
  1. BUILD ENGAGED RELATIONSHIPS WITH CLIENTS ACROSS ALL TOUCH POINTS IN THE “CLIENT JOURNEY”
  2. PRODUCT DEVELOPMENT IN ACTION WORKSHOP
  3. TEAM DEVELOPMENT: BUILDING TEAMS TO BUILD
  4. BUSINESS SUCCESS CUSTOMER EXPERIENCE MANAGEMENT
    • CMX-LEVEL 1: FOUNDATIONAL WORKSHOP
    • CMX-LEVEL 2: FOR PROFESSIONALS
    • CMX-LEVEL 3: PRACTITIONER TO MASTER OF CXM
GUARANTEED IMPACT

100% Participation

100% Focus

High Productivity

Innovative and out of the box thinking and contribution to ideas

Unparalleled ownership to the outcome

An immediate lasting impact without the need for an extended follow up and further discussion

IMMEDIATE TANGIBLE BENEFITS

Engaging participation

Clearer insight

More ideas

Greater ownership

Better decisions

A lot of fun!

Once we have consulted with you and understood your objectives, we can propose a one-day intervention to provide a tangible, concrete, active solution to any of the relevant team challenges you are facing.
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1. BUILD ENGAGING RELATIONSHIPS WITH CLIENTS ACROSS ALL TOUCH POINTS IN THE “CLIENT JOURNEY”

Purpose:

A great customer experience begins with a solid understanding of customers. In this highly interactive, experiential, discussion based and contextualised series, sales professionals will discover what it takes and how to develop a great customer inspired experience.

Process:

The workshop will take real life scenarios and case studies which will form the basis of reflection and learning towards building the right approaches and enhance their sales competencies.

Action Learning Methodology:

  • Use the Knowledge already in the Room to unlock hidden assets.
  • Construct new knowledge by understanding the Metaphors used in Stories.
  • Gather intentionally to apply your imagination.
  • Generate options and develop a new understanding together.
  • Think with your hands.
  • Build individually.
  • Share with your group.
Module 1

Understanding Client Journey Management

Module 2

The Art & Science of Personalised Conversations

Module 3

Managing Client Objections and Feedback

Module 4

Dealing with Difficult Customer Interactions

PAYOFF FOR PARTICIPANTS AND ORGANISATIONS

  • Developing more innovative approaches to Client Engagement.
  • Understanding the best practices to monitor your existing experience, including relationship and transactional measurements.
  • Leveraging internal capabilities to build out your improved customer experience.
  • Determining top priorities for action.
  • Developing a customer experience business case for change.

2. PRODUCT DEVELOPMENT IN ACTION WORKSHOP

Purpose:

One-Day Workshop – Product Development In Action is a four-part capability development workshop designed to help companies become better at developing brand new products and delivering them to the market.

Process:

The first two modules will show you a LSP integrated development approach which can help generate new insight driven products that can create real impact. The next two modules will teach you to manage dynamic new product development programmes, beginning with the idea up to the final product in a quick and easy method.

Action Learning Methodology:

  • Use the Knowledge already in the Room to unlock hidden assets.
  • Construct new knowledge by understanding the Metaphors used in Stories.
  • Gather intentionally to apply your imagination.
  • Generate options and develop a new understanding together.
  • Think with your hands.
  • Build individually.
  • Share with your group.

Action Learning Methodology:

  1. Build an integrated and committed team
  2. Unleash the team’s full creativity in 4 to 5 big, cohesive product proposition stories and concept specifications.
  3. Approach the challenge in a holistic manner both from the consumer’s perspective and from the developer’s perspective (IPD – Integrated Product Design).
  4. Build on the results achieved with a pilot project.
Module 1

Building Team Spirit

Module 2

Imagining the Experience

Module 3

Designing the Experience

Module 4

Staying On Track Strategically

KEY DELIVERABLES
Module 2

Storyboards for 3 to 5 propositions:

  • Consumer-centric “holistic propositions – not the marketing or technical team.
  • Easily differentiable, content-rich propositions.
KEY DELIVERABLES
Module 2
  • A 30-second “elevator story” about the core identity and nature of the EXPERIENCE.
  • A picture of the mix of formulation and packaging that supports the compelling story.
  • A listing of which enablers will we be using and which enablers we may need to develop.
  • A compelling, memorable and metaphorical reference name for each proposition.
KEY DELIVERABLES
Module 4

A short list of decision-making principles:

  • Reflect upon the team/company’s strategic objectives.
  • Where to look and what to focus on when making critical decisions.

3. TEAM DEVELOPMENT: BUILDING TEAMS TO BUILD BUSINESS SUCCESS

Purpose:

  • Build a deeper shared understanding of what the individual members of the team enjoy and what they find challenging.
  • Give each member the opportunity to reflect on his or her personal work aspirations and share this with other team members.
  • Create a team aspiration telling the story about what the team would like to have accomplished in a year from now with regards to how they get the job done best.
  • Formulate a few simple guiding principles that on a daily basis can remind the team of what to keep at the top of their minds to achieve top team performance.

Action Learning Methodology:

  • Use the Knowledge already in the Room to unlock hidden assets.
  • Construct new knowledge by understanding the Metaphors used in Stories.
  • Gather intentionally to apply your imagination.
  • Generate options and develop a new understanding together.
  • Think with your hands.
  • Build individually.
  • Share with your group.

HALF DAY TO FULL DAY WORKSHOP

How to get people to work exceptionally well together?
CLIA BUSINESS BUILDERS help organisations bring about business transformation through accelerated learning and productive human engagement. Most aspects of the business start to be driven through discussions, dialogue and training. The way we run our discussions, dialogues and training play a huge part in how we run our businesses, departments, units and teams, asking ourselves how much to get done, how much do we pay attention, and how much do we commit. At the end, people and only people are leading the change, making the decisions and implementing them.

4. CUSTOMER EXPERIENCE MANAGEMENT

CMX-LEVEL 1: FOUNDATIONAL WORKSHOP

Purpose:

According to Garner, 89% of all businesses will compete on customer experience in this decade. Thus, Customer Experience will be the key differentiator for organisations who want to strive and outshine others to be Market Leaders and Disrupters. This scenario necessitates organisations to change the mindset, opening up the whole organisation to accept CX and quick transition from the mindset  of a task/goal driven approach to another approach based on empathy, co-creation and humanisation of work.

Process:

This one-day course introduces the basics of Customer Experience along with “Outside-In Thinking”, helping participants get started immediately with a new approach by “Putting the Customer First”.

Action Learning Methodology:

  • Use the Knowledge already in the Room to unlock hidden assets.
  • Construct new knowledge by understanding the Metaphors used in Stories.
  • Gather intentionally to apply your imagination.
  • Generate options and develop a new understanding together.
  • Think with your hands.
  • Build individually.
  • Share with your group.
CMX-LEVEL 1

FOUNDATIONAL WORKSHOP

CMX-LEVEL 2

“PRACTITIONER” WORKSHOP

CMX-LEVEL 3

1-DAY “MASTERY” WORKSHOP

By the end of Level 1, you will:

  • Identify how to open the doors to co-creation with the customer for business growth.
  • Embrace the context of Customer’s Needs (Primary, Secondary & Latent Needs).
  • Gain a clear understanding of the customer’s behaviour, needs, wants, and personality.
  • Demonstrate the capability of walking through the entire customer experience and identify all the “Touch Points” throughout the service/product offering.
  • Understand the Customer’s Journey and draw upon rich insight from the whole experience the customer has.
  • Define the customer segmentation landscape.
  • Gain knowledge about the various layers of experiences (as in Functional, Digital & Emotional Experience).
  • Have a mastery of the concept of “Successful Customer Outcome” and ability to link them to the business outcomes.

CMX-LEVEL 2: FOR PROFESSIONALS

Purpose:

Customer Experience will be the key differentiator for organisations who want to strive and outshine others to be Market Leaders and Disrupters. This needs a changed mindset and open the culture of an organisation to accept CX as the de-facto approach of empathy, co-creation and humanisation of work. Delivering an Impactful Customer Experience needs a lot of things to be designed, coordinated, managed and addressed.

Process:

This one-day course is a meaningful continuation to CMX-Level 1. Aiming to enable professionals with practical skills, it shows how to rely on the concepts of “Successful Customer Outcomes” and dissect each touch point in the customer journey to understand the value propositions and blockers of the customer experience. This course builds in empathy by linking “Successful Customer Outcomes” to “Business Outcomes”.

Action Learning Methodology:

  • Use the Knowledge already in the Room to unlock hidden assets.
  • Construct new knowledge by understanding the Metaphors used in Stories.
  • Gather intentionally to apply your imagination.
  • Generate options and develop a new understanding together.
  • Think with your hands.
  • Build individually.
  • Share with your group.
CMX-LEVEL 1

FOUNDATIONAL WORKSHOP

CMX-LEVEL 2

“PRACTITIONER” WORKSHOP

CMX-LEVEL 3

1-DAY “MASTERY” WORKSHOP

By the end of Level 2, you will:

  • Be able to chart out the Customer Journey Map.
  • Gain and understand the Moment-of Truth and Touch Point concepts.
  • Gain the methodology to assess the Touch Point from the CX perspective.
  • Identify the value propositions and uncover the blockers of CX at each Touch Point.
  • Empathise with the customer.
  • Validate the service offering and brand promises of the organisation, and evaluate how they map to the Customer Needs and Value Propositions.
  • Understand about Omni-channel Orchestration.
  • Build empathy by linking Success Customer Outcome to Business Outcome via the Outside-In Strategic Matrix.

CMX-LEVEL 3: PRACTITIONER TO MASTER OF CXM

Purpose:

For customer experience leaders who are serious about using customer experience both on a financial and service performance benchmark, one needs to have the entire company/team to be aligned with the right approach, a changed mindset and an open culture. CX leaders need to have an advanced understanding of Customer Centric vision, mission and strategy.

Process:

Level 3 of the course enhances the leaders’ understanding and enables them to work towards creating a company culture focusing on customer experience and building customer centric teams.

Action Learning Methodology:

  • Use the Knowledge already in the Room to unlock hidden assets.
  • Construct new knowledge by understanding the Metaphors used in Stories.
  • Gather intentionally to apply your imagination.
  • Generate options and develop a new understanding together.
  • Think with your hands.
  • Build individually.
  • Share with your group.
CMX-LEVEL 1

FOUNDATIONAL WORKSHOP

CMX-LEVEL 2

“PRACTITIONER” WORKSHOP

CMX-LEVEL 3

1-DAY “MASTERY” WORKSHOP

By the end of Level 3, you will:

  • Understand how to start building a CX culture for the organisation.
  • Get clarity over how to set up an ecosystem for prototyping; build to fail faster and to succeed faster.
  • Gain and understand the service design concepts.
  • Look at different measurements and metrics like VOC, Customer Effort Score, Voice of Employees and various other metrics impacting or affecting NPS.
  • Get introduced to the Stick & Sweet theory.
  • Evaluate and define ways of making employees as Brand Advocates and Innovation Champions by defining the relations between Customer Experience and Employee Experience.