01. Introductions and Brain 101

• Get to know everyone in the cohort - you could use these techniques with colleagues too.

• Understand more about some of the key features of the brain - different lobes, the role of neurons and loads of other cool things!

• Recognise how biases influence us all.

• Get your head around principles like Peak End Rule and how these can transform customer experiences. 

02. Emotional Intelligence & Authentic Empathy

• Understand the 12 competencies of Emotional Intelligence.

• Appreciate the difference between Emotional Intelligence and Empathy.

• Understand the benefits and drawbacks of ‘empathy training’.

• Describe the impact of EQ on customer and colleague relationships and understand the health benefits too.

03. Customer Insight, Data and its meaning

• Understand the difference and suitability of qualitative and quantitative insights.

• Investigate the ‘Triangulation’ approach to customer insight.

• Learn how to challenge the assumptions made from data junkies (rubbish in - rubbish out).

• Learn how to create brilliant survey methods which will engage your respondents and give you valuable insight).

04. People EQ maps 

• Understanding the essentials – what are People (Customer & Colleague) EQ maps?

• Learn the step-by-step approach to plotting People maps.

• Describe the role of emotion, memory and accountability in journey maps.

• Understand how to use technology in your journey map creation (and when to leave it out).

• Learn how to be a facilitation wizard.

05. Spiritual Intelligence 

• Understand what it means to be human.

• Building on the skill of Emotional Intelligence - learn how to tune into your intuition with greater confidence.

• Find out how Businesses that integrate Spiritual Intelligence will stand out in leadership, innovation, and trust—ensuring AI serves humanity rather than replacing it.

• Develop skills to practice and amplify your spiritual intelligence.

06. Understanding AI

• Learn the truth about AI - what is it and what should really scare you.

• Get a hot off the press appreciation of what AI can already do in the CX and EX space.

• Learn the language of the AI landscape so you become one of the most informed in your business.

• Start thinking about how AI can change how you do business with your colleagues and your customers.

07. Measure what matters

• Learn how to understand what really makes your organisation work. (critique what you’re doing now).

• Understand what the profit and loss, cash-flow, and balance sheet mean to you.

• Get straight on CX effort, NPS, CStat and how biological data could provide you with even better data.

• Sense check the robustness of your VOC programme (and you can learn how to set one up too).

08. How to influence the Board (and raise the CX profile)

• Linking week 7 to week 8 - understand more about the language you should be using with the Board.

• Learn how to present the kind of reports, business cases and slides which build trust, maintain interest and get you a yes rather than a no.

• Create an internal communications plan for CX in your business (either on your own or with the internal comms team).

• Plot your own EQ stakeholder map.

09. Apply AI

• Learn at least two practical ways you, in your business, could save time, improve the quality of your work and get to focus on the important stuff.

• Learn how to coach others on the possibilities of AI (taking out the risk and encouraging experimentation).

• You’ll have access to a directory of opportunities from this session,n which means that you’ll know what tools can do what (and how others in your cohort might use these tools).

10. Setting you up for success - Learn to lead

• Learn from one of the UK's most outstanding, award-winning CX leaders - how they achieved their success.

• Design your own ‘leadership journey’ with the help of a leadership coach. We’re talking steady progress from clear intentions.

• “How would you do” session - a reflective session to cover outstanding questions from the previous topics.