Customer Experience Masterclass
Series 1
9 – 11 July 2026
Thu, Fri, Sat
6:30 PM – 8:00 PM CAT
7:30 PM – 9:00 PM EAT
Live via Zoom
90 mins per session
About This Program
The CX Masterclass is a 3-part live online program designed for professionals in customer-facing roles across East Africa. It is built on one core belief: the gap between average service and exceptional service is almost never about skill. It is about mindset, ownership, and the permission to act.
This is not a seminar. Every session includes live role plays, real case studies from global and East African organizations, and practical tools participants use the week after.
The program is grounded in the research of John Sills - The Human Experience (Leadership Book of the Year 2023) and draws on 15 years of frontline and consultancy experience across the hospitality, banking and retail sectors.
Facilitators
Laura J. Minde
Certified CX Professional, Certified Hospitality Trainer, MSc International Hospitality Management
Kagame Steven
Transformational Leadership Facilitator & CX Professional
Who Is This For?
Sessions are live and interactive, designed for mixed levels. A GM and a front desk officer can attend the same session and both leave with something immediately actionable.
- Front office, housekeeping, F&B and guest services teams in hotels and lodges
- Customer service supervisors and team leaders across any service environment
- HR and L&D managers looking for measurable, practical training for their teams
- Operations managers seeking to reduce complaints and improve guest satisfaction
- General Managers who want to build a culture of ownership and proactive service
The Three Modules
A comprehensive learning arc from awareness to skills to ownership.
Thursday 9 July 2026
The Emotional Science of Loyalty
- • The experience economy - why guests now compare you to the best in the world
- • The 6 emotional drivers of customer loyalty and how to protect each one
- • The Ritz-Carlton $2,000 empowerment rule - and what it means for your team
- • Live breakout discussion: which driver does your organization damage most?
- • The Mindset vs Knowledge distinction - the real gap in most service teams
- • Emotional Drivers Self-Assessment tool - each participant scores their organization live
Friday 10 July 2026
Behavioral Skills That Deliver Emotion
- • The Two Agents opening - the difference between transactional and human responses
- • The LEAP Framework - Listen, Empathies, Ask/Apologize, Add, Provide a Solution
- • Role Play A: The Impossible Guest - live breakout practice in pairs
- • Singapore Airlines case study - and why African hospitality has a natural advantage
- • Emotional Intelligence in service - 5 pillars and a 60-second personal reflection
- • Role Play B: The Stress Test - managing multiple crises simultaneously
- • Communication Audit Tool - 6 behaviors, self-rated live
Saturday 11 July 2026
Ownership & Proactive Experience Design
- • The 7-Department Shuffle - the most expensive sentence in hospitality
- • The Ownership Model - Inform / Assist / Own: where does your team sit?
- • Disney and Serena Hotels case study - zero surprises as the standard
- • The Failure Audit Exercise - mapping and eliminating your predictable weekly failures
- • Leadership discussion - what proactive culture requires from those at the top
- • Personal 30-Day Action Plan - three commitments, implementable from Monday
- • Certificate of Completion awarded to all participants who attend all three sessions
What Every Participant Receives
Practical tools to take back to your team.
Certificate of Completion
Issued within 48 hours of the final session to all participants who attend all three modules.
Emotional Drivers Assessment
A scored tool for rating your organization against the 6 drivers of loyalty — shareable with your team.
Communication Audit Tool
A personal behavior audit across 6 communication dimensions - with a PDF version for team use.
Personal 30-Day Action Plan
Three specific commitments made live in the final session a practical post-program implementation guide.
Failure Audit Template
A printable team exercise to map and eliminate predictable service failures designed for use in team meetings.
Session Recordings
Available to registered participants for review after each session.
CX Alumni WhatsApp Group
Ongoing peer community for all program graduates, updates, resources and Series 2 access.
Investment
The Full Series is recommended for maximum impact.
| Market | Single Module | Full Series (All 3) | Saving |
|---|---|---|---|
| Rwanda (RWF) | 35,000 | 85,000 | 20,000 RWF |
| Tanzania (TSh) | 60,000 | 150,000 | 30,000 TSh |
Register Your Interest
Complete the form below to apply for the Masterclass.