Executive Workshop
Transform customer experience strategy into operational reality. A hands-on working session for leadership teams ready to move from intention to execution.
Not a lecture—a sleeves-rolled-up session that produces actionable frameworks, clear accountability structures, and implementation plans tailored to your organizational context.
For leadership teams
Designed for executive teams accountable for customer outcomes, operational transformation, or enterprise-wide customer experience initiatives.
Work through your actual business scenarios using proven frameworks. Emerge with concrete deliverables that align strategy with operational execution.
Strategic alignment
Align executive understanding of customer-related priorities. Surface hidden trade-offs and establish shared frameworks for decision-making.
Operational clarity
Bridge the gap between strategy and execution. Create clear accountability structures and Outside-In operating models that work in complex organizations.
Immediate application
Leave with implementable frameworks and action plans. No theoretical concepts—only tools you can deploy immediately in your organisation.
Workshop Formats
Choose the format that best suits your team's schedule and objectives. Both formats are intensive working sessions tailored to your organisational context.
Half-Day Executive Workshop
4 hours
Focused strategic session for rapid alignment on specific customer experience challenges. Intensive format for executive teams with constrained schedules.
Full-Day Executive Workshop
8 hours
Comprehensive working session covering discovery, diagnosis, and action planning. Produces concrete frameworks and implementation roadmaps.
Workshop Deliverables
Structured frameworks and implementation tools tailored to your organisation. Each session produces concrete outputs you can use immediately to drive transformation.
Discover
- Customer segmentation model
- CX maturity assessment
- Outside-in perspective document
Diagnose
- Current state process maps
- Future state customer journey map
- Strategy-operations linkage model
- Customer dashboard framework
Design
- Key interaction redesigns
- Streamlined process flows
- CX organizational structure
- Customer focus implementation plan
Deliver
- CX roadmap
- CX governance model
- CX capabilities development plan
- Outside-In dashboard
- CX action plan
Deliverables are customized based on your organizational priorities and current transformation stage. The frameworks adapt to your specific industry context and operational constraints.
Who should attend
Designed for executive leadership teams with accountability for customer outcomes, transformation initiatives, or operational excellence.
Typically includes Chief Customer Officers, Chief Operating Officers, transformation leads, heads of customer experience, VP-level operations leaders, and cross-functional executives responsible for strategic customer initiatives.
Most effective with 8-16 participants representing key functions and decision-making authority. Teams benefit from diverse perspectives while maintaining productive working dynamics.
Delivery Options
Onsite at your location
Delivered at your offices for convenience and integration with your operational context. Allows broader team participation and immediate application to your environment.
Offsite strategic sessions
Delivered away from day-to-day operations for focused strategic work. Creates space for deeper thinking and alignment without operational interruptions.
Customized to your context
Session content adapted to your industry, organizational structure, transformation stage, and specific challenges. No generic frameworks—only relevant tools.
Follow-up support available
Optional implementation support and coaching for applying workshop outputs. Ensures frameworks translate into sustained organizational change.
Participant Perspectives
The programme highlighted the link between customer experience and internal process discipline. It reinforced that sustainable experience improvement depends on how organisations design and govern their operating decisions, not surface-level innovation.
Customer Experience Designer, Financial Services (South Africa)
The sessions delivered clear outcomes against a critical customer experience priority. They enabled focused collaboration and produced tangible outputs while maintaining strong engagement across the team.
Head of Commercial Change Strategy, Banking (North America)
The programme materially changed how I approach improvement and prioritisation. It provided a structured way of thinking that could be applied immediately to real business challenges.
Vice President, Client Experience Process Improvement, Global Bank (United States)
The programme reshaped how teams measure, collaborate, and make decisions with the customer in mind. It established a more consistent and disciplined approach across functions.
Head of Operational Analytics and Data Management, Media & Entertainment (South Africa)
The learning approach is grounded in real-world application and current case material. Each engagement demonstrated clear improvement in both content and practical relevance.
Director, Business Transformation, Professional Services (Saudi Arabia)
Workshop Benefits
Hands-on working session—not lectures or presentations
Tailored to your organizational context and actual business challenges
Produces implementable frameworks and action plans
Delivered by experienced practitioners who understand enterprise complexity
Flexible delivery: onsite at your location or offsite for strategic focus
Structured approach based on the CEMMethod and 30+ years of research
Framework Foundation
Executive workshops are built on the CEMMethod—a framework representing 30+ years of empirical research with Virgin, Google, Amazon, Disney, and other category leaders.
Version 16 codifies the frameworks and operational models that enable organizations to systematically organize around customer needs while maintaining operational excellence.
Learn more about the foundational framework underpinning all BP Group programmes.
Explore the CEMMethod →Interactive guide available at the CEMMethod Guide.
Frequently asked questions
For questions about workshop formats, pricing, or organizational requirements, contact us at hello@bpgroup.org or call +44 (0) 7429 518277.