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Improve Your Customer Experience: Where to Start?
From first steps to real impact in customer-centric transformation
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The goal of this workshop? To start.
To take concrete, aligned first steps toward a more customer-centric organisation—steps that lead to significantly improved customer satisfaction and loyalty in a short timeframe.
The session kicks off with an inspiring keynote that gives participants the insights and mindset needed to get moving. You’ll learn how to create clarity and focus—so that both customers and employees see that change is real, and it's happening now.
Participants then work in small groups, guided by two Onestone experts. Key findings are shared in a plenary session, and one initiative will be selected for concrete follow-up.
Throughout the workshop, we apply three strategic lenses to identify impactful actions:
Significant Improvement
Which processes or touchpoints currently cause friction or frustration? We target areas that can quickly reduce dissatisfaction and increase control.
Trigger for Remembering
Which moments in the customer journey are emotionally charged or stressful? These are the memories customers retain—so we work on making them positive.
Business Impact
Which “moments of truth” affect cost, efficiency, or operational waste? Where do they hit hardest, and how many customers do they touch?
This workshop is ideal for teams ready to move from talking about CX to actually doing something about it—with measurable outcomes and immediate momentum.
Horst Remes combines the precision of an engineer with the delivery of a performer. He was recently named one of the global CX 50, the world's top voices in Customer Experience.
He works hands-on every day, redesigning processes that improve customer experience and efficiency at the same time. His keynotes are a direct extension of that work. The cases are real, the examples are recognisable, and the take-aways are usable on Monday morning.
He dismantles the myths around customer centricity with humour and with constant interaction with the room. Whether he speaks to an executive committee of seven or a hall of several hundred, the energy is the same. One client still cited his keynote a year later as the starting point for their change.
Horst has a strong aversion to fluff. He warns against what he calls "management bullshit": glossy phrases that sound good but mean nothing.
CX 50 top voice. Engineer's precision, performer's storytelling, zero management bullshit.
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