Recorded Webinar

Operationalizing Customer Centricity

No "rigorous development process" theater. Michel Stevens, founder of CXM Academy, is taking one real module from CXM Professional and rebuilding it in front of you — what the data said, what he changed, what he's still arguing with himself about. No slides beyond three. One session. Not recorded in advance, not rehearsed.
Michel stevens
Michel Stevens
Founder of CXM Academy
Why this session exists

On Sunday I showed you the kitchen. This is the sausage.

Here's the problem with teaching CX professionals: they already know CX. The people in my classrooms have run programs, built dashboards, sat in the meetings — some of them have fifteen years on me in their industry. Teaching them anything is a real problem, not a modest one.
 

Every module we build starts the same way: discovery, then framework, then application. We call it the Learn Loop. Discovery is the part most training companies skip — the part where I don't teach, I ask the room a question and let them surface what they already know, what broke, what confuses them. That's where the actual learning starts. The framework only shows up once discovery gave it a job to do.
 

Several of you asked to see that live, not described after the fact. So on August 13, that's exactly what happens. I'll take one module from CXM Professional and walk through the rebuild in real time — what the data said, what changed, what I'm still arguing with myself about.

 

Short. Live. Probably messy. Consistent with everything else this summer.

Come watch the rebuild happen live.

What you'll actually see

The Learn Loop, demonstrated on a real module — not explained in a case study. This isn't a demo reel. It's the actual editorial process for the actual course — the same one running live in Oslo, Antwerp, and Riyadh this autumn.
Write your awesome label here.

Discovery

Where Michel shows what a room surfaces on its own before any framework gets introduced — and why skipping this step is what turns a training into a lecture.

Framework

The name for the thing the room just found. Not "we'll cover journey mapping" — a training objective: after this module, what can a learner do that they couldn't do before.

Application

The framework tested against a real case — a customer, a broken process, a political mess. Where a tidy method meets a messy organization.
Your host

Hosted by the person doing the rebuilding

Michel Stevens

Founder at CXM Academy
Michel Stevens is the founder of CXM Academy and course director for CXM Professional. He's spent this summer rebuilding the CXM Professional deck in public, one Sunday at a time, ahead of teaching it live in Oslo (23–24 September), Antwerp (5–6 October), and Riyadh (27–28 October). This session is the one place that rebuild happens live instead of in a weekly recap.

Already sold? Go straight to the classroom

CXM Professional — the finished version of the course this session previews — runs as a two-day classroom this autumn: Oslo (23–24 Sep), Antwerp (5–6 Oct), and Riyadh (27–28 Oct). Two days, 9 to 5, no homework, certificate included.