Hosted by

Presented by

CustomerRe-Imagine

Experience

5-6 DECEMBER l NAIROBI, KENYA

Time and PlaceTHE IMPORTANT DETAILS

5-6 DECEMBER l NAIROBI, KENYA

The Tribe Hotel

Market Road

Hosted by

A Net Promoter Program has the potential to significantly improve the

customer experience you deliver. And better customer experience means

the difference between profitable growth and competitive loss.

It’s not just about NPS improvement. It’s about competitive and financial

success in the segments of the market that you seek to win. It’s about an

enduring commitment that achieves long term goals for customers,

employees and shareholders.

Your GoalBUSINESS IMPACT

Top 10% performing Net Promoter Programs delivery 5x the

performance than others. In fact, the difference between the best

execution and the average has never been greater.

As we have seen over 15 years, there are significant opportunities and

obstacles in getting your NPS program right. Leading companies recognize

that major change is never trivial, business metrics design and process are

not to be taken lightly.

Nothing short of outstanding execution is expected.

Your ChallengeBUILDING A WORLD CLASS PROGRAM

You are experts in your business, and the application of customer

experience techniques and tools to it. You can’t always be the expert in the

art and science of customer experience programs.

NPS programs are just that. Part art, part science, but always best

practice driven, the best programs stand on the shoulders of years of

experience, trial and error.

That experience has been codified into our approach with experience,

models, data and networks.

We bring it all to your program.

Where We Come InCUSTOMER EXPERIENCE SUCCESS

The MasterclassYOU KNOW THE BASICS… NOW LEARN WHAT THOUGHT LEADERS DO

Some things never change. The need to engage customers and create loyalty will always be the cornerstones of winning market share and building profitability. The foundation of customer experience is still the same, but today’s market is rapidly evolving. New developments in mobile solutions, digital transformation, and business disruptions mean delighting your customers requires a whole new way of thinking about their experience. The experts behind the revolutionary Net Promoter Score bring you a game-changing methodology refined through thousands of successful programs over the past two decades.

15 years of learning and practice. The OCX Net Promoter Framework is

the culmination of two decades of thought leadership, best demonstrated

practice and the latest research.

But comprehensive doesn’t have to mean complicated. The Masterclass brings

the power of the framework to life with powerful but simple models and

entertaining narrative.

This is a tool that you will fall back on at all stages of your program success.

The FrameworkTHE FORMULA FOR SUCCESS

The ExperienceWITH YOU ALL THE WAY

Your Masterclass experience will give you the best practice NPS tools and strategies, including:

• Integrating Journey Mapping • Strategies to ensure organizational engagement • Economic value calculators and ROI tools • Case studies from best in class companies • Proven models to help your company analyze, measure, and improve

BEFORE DURING AFTER

Baseline assess your program and needs

Participate in an immersive and

challenging learning experience

Continue the dialog and path to Net

Promoter Success

The Net Promoter Masterclass isn’t just a one-off classroom experience:

Apply the OCX Net Promoter framework to your company before you arrive and get tailored feedback on the capabil it ies you need to develop.

Network with peers based on a common understanding of challenges and best practice.

Stay connected with the experts to get timely support as your program evolves.

Measure progress through ongoing benchmarking tools.

The Net Promoter Masterclass i s yo u r p a s s p o r t t o N e t Promoter Success.

A COMPLETE EXPERIENCE

About UsYOUR FOUNDATION

The Net Promoter MasterClass Program is being hosted in select locations globally. This is your opportunity to learn from the experts themselves - including the chance to hear about powerful new approaches directly from Richard Owen and his team. You’ll discuss concepts with the business leaders who literally wrote the book on the Net Promoter Score program.

YOUR STORY BEGINSWelcome to the Net Promoter Masterclass

© 2017 OWEN CX GROUP. Net Promoter, Net Promoter Score, and NPS are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc. and Fred Reichheld. Image Source: Carta marina, opus Olai Magni Gotti Lincopensis, ex typis Antonii Lafreri Sequani, Rom, 1572, coloured engraving, National Library of Sweden, Map collection, KoB, Kartor, 1 ab.