ACX Master Open Sessions
Decision frameworks for customer-related governance. For executives accountable for customer outcomes, risk exposure, and cross-functional coordination.
Rationale
Customer-related failures emerge from unclear accountability, misaligned incentives, and governance gaps that allow siloed optimisation to destroy value.
ACX Master provides frameworks for evaluating trade-offs by starting with customer impact. Strengthens judgment under pressure, improves escalation clarity, surfaces hidden consequences before execution.
Upcoming open sessions
Format
Three intensive days. Executives work through actual customer-related decisions using structured frameworks. Interactive, not lecture-based.
Peer evaluation of trade-offs. Decision logic applied to live organizational contexts. Framework deployment in governance conversations and resource allocation.
Audience
Senior leaders with accountability for customer outcomes, operational delivery, or enterprise transformation. Chief Customer Officer, Head of Customer Experience, VP Customer Operations, transformation leads and key staff across the organisation.
Value
Systematic frameworks surface hidden trade-offs before execution. Reduces reputational exposure from coordination failures and short-term optimisation.
Common decision language improves challenge quality at ExCo and board level. Clear escalation paths reduce ambiguity in customer-related matters.
Frameworks ensure decisions can be explained, defended, and replicated across functions and management layers.
Structure
Three days, 9:00–17:00. In-person sessions limited to 16–18 participants. Virtual sessions up to 24 using breakout facilitation.
Includes digital frameworks, decision templates, and 12 months of peer community access.
Fee
$3,950 per participant (excluding VAT). In-person sessions include refreshments. Accommodation and travel at participant cost.
Enterprise rates available for three or more participants. Contact for enterprise pricing or in-house delivery.
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)
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