EXEC MC · THE BOARDROOM INTENSIVE

CX Executive Masterclass

1-day strategic programme for senior business leaders and the C-suite, built on the ICXI 12 CX Pillars Framework.

1

DAY

8

SESSIONS

12

CX PILLARS

4

MATURITY LEVELS

Customer experience as a board-level capability

The ICXI CX Executive Masterclass is a one-day strategic programme for senior business leaders and the C-suite. Grounded in the ICXI 12 CX Pillars Framework and the CX Excellence Index, it gives executives the diagnostic tools and actionable strategy to lead customer experience as a board-level competitive capability, not a customer-service initiative. In a single day, leaders develop strategic command of the 12 pillars, diagnose their organisation’s current CX maturity, and leave with a personal 30-day, 6-month and 12-month CX leadership agenda.

1 day

Boardroom intensive

In-house or cohort

For C-suite and senior directors

Eight strategic sessions

Built on the 12 CX Pillars

Certificate of Attendance

Certified by ICXI

The one-day agenda

Eight strategic sessions, from why customer experience defines market leadership to your own CX leadership agenda, all built on the ICXI 12 CX Pillars.

Eight strategic sessions

S1

The Customer Experience Imperative

Why CX defines market leadership: experiences cannot be copied, the cost of failure demand, loyalty economics, and CX as a board-level capability.

S2

The ICXI 12 CX Pillars Framework

The diagnostic architecture: the CX Excellence Index, 120 evidence-based questions, the QERE method and the Reactive to Proactive maturity model.

S3

Strategic Foundation: Pillars 1 to 3

Leadership and governance, customer centricity and intent, and customer insights and intelligence.

S4

Experience Delivery: Pillars 4 to 6

Experience design and innovation, journey management and performance, and omni-channel delivery.

S5

Value and Sustainability: Pillars 7 to 9

CX value and economics, culture and employee experience, and experience operations.

S6

Future-Proofing: Pillars 10 to 12

AI, automation and personalisation, fairness and digital trust, and loyalty and advocacy.

S7

The Economics of Experience

Failure demand, prevention versus failure cost, customer lifetime value and the 5-step CX business case for the board.

S8

Your CX Leadership Agenda

Self-assessment across all 12 pillars, quick wins within 30 days, 3 to 6-month priorities and a 12-month maturity ambition.

Who it is for, and what you gain

Who should attend

  • CEOs and managing directors
  • Chief customer and experience officers
  • COOs, CMOs and CDOs whose remit includes CX outcomes
  • Non-executive directors with CX oversight
  • Senior strategy, finance and risk leaders backing CX investment
  • Public-sector leaders accountable for citizen experience

What you will leave with

  • Strategic command of the 12 CX Pillars as a board-level tool
  • A diagnosis of your organisation’s CX maturity across all 12 pillars
  • A 5-step business case framework for CX investment
  • A 30-day, 6-month and 12-month CX action plan
  • A common CX language for the board and executive team
  • The ICXI Certificate of Attendance and clear next steps

How it fits the Academy pathway

The CX Executive Masterclass is the C-suite tier of the ICXI Academy: the strategic CX briefing for executives whose calendars cannot accommodate the five-day CX Professional Diploma. It sits alongside the CX Foundation Course (2 days) for all employees and the Diploma (5 days) for mid-to-senior leaders, with Accredited Assessor Training for designated CX champions.

Book the CX Executive Masterclass

Arrange an in-house executive cohort, a board-day briefing or a C-suite strategy session, or join an executive cohort. The ICXI team will come back to you with dates and details.

Frequently asked questions

Senior business leaders for whom customer experience is a board-level strategic question: CEOs and managing directors, chief customer and experience officers, COOs, CMOs and CDOs, non-executive directors with CX oversight, and the senior strategy, finance and risk leaders who support CX investment.

It is a one-day boardroom intensive of eight strategic sessions, delivered in-house for your executive team or as an executive cohort.

There is no exam. During the day you assess your own organisation across all 12 CX Pillars, from Reactive to Proactive, and you receive an ICXI Certificate of Attendance.

You will be able to use the 12 CX Pillars as a board-level diagnostic, position your organisation’s CX maturity, build the commercial case for CX investment with the 5-step framework, and lead a 30-day, 6-month and 12-month CX agenda.

It treats customer experience as a board-level competitive capability, not a customer-service initiative, and it uses the same 12 CX Pillars framework that underpins ICXI’s standards and the CX Excellence Index.

The Masterclass is the C-suite tier of the ICXI Academy. The CX Foundation Course (2 days) serves all employees, the CX Professional Diploma (5 days) builds depth for mid-to-senior leaders, and Accredited Assessor Training (2 days) qualifies designated CX champions to assess.