Improve Your Customer Experience: Where to Start?
From first steps to real impact in customer-centric transformation
More detailed information
The goal of this workshop? To start.
To take concrete, aligned first steps toward a more customer-centric organisation—steps that lead to significantly improved customer satisfaction and loyalty in a short timeframe.
The session kicks off with an inspiring keynote that gives participants the insights and mindset needed to get moving. You’ll learn how to create clarity and focus—so that both customers and employees see that change is real, and it's happening now.
Participants then work in small groups, guided by two Onestone experts. Key findings are shared in a plenary session, and one initiative will be selected for concrete follow-up.
Throughout the workshop, we apply three strategic lenses to identify impactful actions:
Significant Improvement
Which processes or touchpoints currently cause friction or frustration? We target areas that can quickly reduce dissatisfaction and increase control.
Trigger for Remembering
Which moments in the customer journey are emotionally charged or stressful? These are the memories customers retain—so we work on making them positive.
Business Impact
Which “moments of truth” affect cost, efficiency, or operational waste? Where do they hit hardest, and how many customers do they touch?
This workshop is ideal for teams ready to move from talking about CX to actually doing something about it—with measurable outcomes and immediate momentum.
by
Horst Remes is Managing Partner at Onestone, a consulting firm that helps companies improve bottom-line results through efficient, customer-centric service and customer experience. Horst is an engineer and has a background as an international sales director, but has focused exclusively on customer-centric strategy and customer experience (CX) as a consultant for more than 20 years.
He has led numerous customer behaviour research initiatives and is a valued speaker at corporate and customer experience events. Horst mainly talks about his own, hands-on experience in guiding companies to become more customer-centric. He approaches customer centricity in a very pragmatic way, averse to all fluffy concepts.
Customer Experience authority and thought leader. No 'fluffy' blah blah but practical and pragmatic strategy implementation.
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