Why this Masterclass exists
Most organisations treat employee experience and customer experience as separate disciplines: run by separate teams, funded by separate budgets, measured by separate metrics.
That split is the single biggest reason experience initiatives fail. The truth is: engaged, well-treated employees are the mechanism by which brand promises actually reach customers.
You cannot deliver a customer experience your culture doesn’t believe in. You cannot train people to give a feeling they’ve never been given themselves.
Who's it for?
This masterclass is built for HR leaders, marketing leaders, and people leaders who are ready to stop treating EX and CX as parallel conversations. It’s especially valuable if:
You’re tired of pitching EX initiatives that never survive a budget conversation, even though your leadership says how important your employees are
Your organisation talks about “brand promise” but can’t show how it actually reaches customers
You want a business case for EX that leadership takes seriously; not just a survey score
You’re responsible for culture, engagement, or customer experience and want a shared language and a framework across both
You want to bridge your organization’s promise to its customers with the capabilities your frontline teams need to consistently deliver exceptional and memorable customer experiences.
What you'll walk away with
This masterclass is delivered through interactive labs, where you’ll work through proven frameworks and real-world case studies. Every session is practical, hands-on, and no-fluff.
Across seven working modules, each building on the last, you’ll develop a clear transformation roadmap that you can start implementing the very next day.
By the end of the masterclass, you will be able to:
Build the business case. Construct an evidence-based argument connecting employee experience directly to customer outcomes and bottom-line impact.
Define your Essence. Articulate a single sentence capturing the emotional promise your organisation must deliver to employees and customers alike.
Diagnose the journey. Identify the high-impact moments — for employees and customers — where current experience design is misaligned with that promise, or missing entirely.
Map cause and effect. Pinpoint the touchpoints where employee experience directly enables, or undermines, the customer experience your organisation wants to deliver.
Choose the right metrics. Select a measure for each ‘moment that matters’, to enable tracking and continuous improvement.
Build the roadmap. Design a plan covering redesigned EX and CX moments that you can take back and implement at your own organisation.
How the day works
This isn’t a lecture. Expect facilitated discussion, case study analysis, hands-on exercises, structured roadmap building, and honest peer feedback throughout.
To ensure the best learning experience, seats are limited to just 12 people. Attendees will work towards a Level Two certificate of achievement.
The two ideas you'll carry forward
1. Your customer experience is never better than the employee experience that produces it.
2. Any moment — employee or customer — can be diagnosed and rebuilt using FEEL, SENSE, DO, and SUPPORT. By design, not by chance.
Costs
Prices depend on the number of delegates and the location - but will typically start from 150 KWD/person for the one-day Masterclass.
You can download the Masterclass brochure here.