This Train-the-Trainer program is designed to equip selected internal facilitators with everything they need to deliver a powerful, 4-hour workshop that helps shift employee mindsets toward true customer-centricity. It’s hands-on, practical, and focused on impact—giving participants a method to identify customer pain points and actively improve the customer experience.

At its core, this workshop moves your organization beyond just “customer focus.” It’s about embedding the customer’s experience into the very DNA of how your business operates. In the hustle of daily work, it’s easy for the customer’s voice to fade into the background. Great companies don’t let that happen. They bake customer-centricity into their core processes—and this program helps make that real.

Participants in the workshop won’t just revisit why customer-centricity is strategically vital—they’ll learn a fresh, effective tool for putting it into practice. This tool, known as the CEO Method, helps teams map real customer pain points and identify the most impactful ways to improve the customer experience. Unlike traditional process improvement techniques that focus mainly on efficiency or cost, this method places the customer’s emotional experience at the center—offering a powerful new lens for meaningful, customer-driven improvement.

When scaled across the organization, this workshop opens the door for wide participation and idea-sharing. We even recommend turning it into a friendly competition—with awards and recognition—to amplify the energy and commitment.

What’s Included in the Train-the-Trainer Masterclass

The Masterclass provides facilitators with a full day of in-depth training, plus everything they need to run the workshop internally with confidence and consistency. This includes:

• A professionally designed slide deck
• A detailed facilitator’s manual
• Pre-work instructions and participant workbooks
• A delivery checklist and support materials

Whether you're aiming to roll this out across departments or drive culture change in a single team, this program is a practical, high-impact way to bring customer-centricity to life from the inside out.