Nova CX & Service Transformation Lab

Programmes > Functional Excellence Programmes > Nova CX & Service Transformation Lab

Nova CX & Service Transformation Lab

BUILDING INTELLIGENT, HUMAN-CENTERED EXPERIENCES THAT DRIVE GROWTH AND LOYALTY
Nova CX & Service Transformation Lab is a 3-day cross-functional immersion for leaders shaping how their organisations serve, support, and grow with customers. The programme helps you lead with clarity by exploring how AI, data, and automation intersect with empathy, behavioural science, and frontline culture.
 
Indicative Modules: 
• Service Leadership in the Experience Economy
• AI-Driven CX: From Data to Delight
• Designing Signature Experiences Across the Lifecycle
• Human-Centered & Predictive Service Design
• Empowering the Frontline: Culture, Capability & Feedback Loops
• Journey Mapping, Automation & Personalisation
• CX Simulation: Orchestrating Transformation Across Functions
• The Economics of Experience: Retention, Lifetime Value & Advocacy
 
Duration: 3 days
Target Audience: Business leaders, CX managers, operations and service delivery leads, product managers, and HR/culture leads
Level: Mid to Senior Management
Format: Blended (in-person and online)
 What Your Organisation Gains 
• A unified, AI-informed CX transformation roadmap
• Elevated service delivery across digital and human channels
• Stronger cross-functional collaboration in delivering value
• Measurable improvements in NPS, CSAT, and customer retention
• Increased agility to adapt service models to customer evolution
 
 
What Participants Gain 
• Confidence to lead CX transformation using data, empathy, and AI
• Strategic tools to improve journeys, loyalty, and frontline effectiveness
• Immersive practice in orchestrating service excellence across teams
• Global and African case insights on innovation in customer service
• Skills to embed CX as a driver of culture, growth, and strategy
 
Apply Now
Request Brochure

l out this form, and our team will get in touch with you. (all fields compulsory)

l out this form, and our team will get in touch with you. (all fields compulsory)