Masterclass: Customer Experience (CX)
June 3 @ 10:00 am - 4:00 pm
The path for loyal clients and sustainable growth
Customer Experience (CX) represents the overall impression a customer forms through every interaction with a company – from the first contact, through purchase and product or service usage, to follow-up communication and recommendations.
Customer experience is shaped by brand strategy, internal processes, company culture, and the way organizations respond to customer feedback, expectations, and complaints.
This practical CX strategy masterclass helps managers and teams understand how to design, implement, and measure a customer experience strategy that strengthens loyalty, increases satisfaction, and builds long-term relationships.
Through interactive exercises, real-life case studies, and practical tools, participants learn how to create consistent, meaningful, and memorable customer journeys.
The masterclass is conducted in Serbian language, ensuring clear understanding and direct application in local business environments.
Who is this masterclass for?
This customer experience masterclass is designed for professionals who want to improve customer satisfaction, optimize customer journeys, and build long-term brand loyalty.
Recommended for:
- Managers and leaders responsible for improving customer experience
- Marketing, sales, and customer support teams
- Professionals focused on customer journey optimization
- Brand and business development specialists
- HR professionals working on Employee Experience (EX)
- Anyone looking to connect CX strategy with company culture and business growth
What will you learn?
Participants will gain practical knowledge and tools for designing effective customer experience strategies.
Key learning outcomes:
- What Customer Experience (CX) is and how to implement it strategically
- How to map and analyze the customer journey across all touchpoints
- Methods for collecting, interpreting, and applying customer feedback
- How to identify gaps and opportunities in the customer experience
- Techniques for handling complaints and managing negative experiences
- How to align Customer Experience (CX) with Employee Experience (EX)
- How internal culture influences customer satisfaction and loyalty
- Practical frameworks for improving customer interactions
- Best practices based on real business scenarios
- Intensive practice through simulations, exercises, and discussions
Participants leave the masterclass with tools that can be applied immediately to improve customer satisfaction, loyalty, and brand perception.
Masterclass methodology
The masterclass is practical, interactive, and focused on real business challenges.
Methodology includes:
- Simulations, role plays, and case studies based on real situations
- Small group work with expert feedback
- Interactive exercises focused on real customer scenarios
- Guided self-reflection on personal approach to customer relationships
- Practical tools and templates for immediate implementation
- Individual action plans for improving customer experience
Participants actively work on improving customer journeys and identifying opportunities for creating more meaningful customer interactions.
Masterclass language
The masterclass is conducted in Serbian language, ensuring clear understanding and practical implementation in everyday business environments.
Masterclass details
📅 Date: June 03
⏰ Time: 10:00 AM – 4:00 PM
📍 Location: Ložionica
Trainer: Dragan Đorđević
Dragan Đorđević is the founder and CEO of Skills, the first HR and training company in Serbia, established in 1996. With more than 30 years of experience, he is one of the most experienced leadership and business trainers in the region.
He has delivered over 2,650 trainings and development programs to more than 30,000 professionals across various industries and management levels. Dragan specializes in leadership development, customer experience (CX), sales, communication skills, and change management. His approach is highly practical, interactive, and focused on measurable business results, helping leaders build strong teams and create customer-focused organizations.
Apply now
Delivering exceptional customer experiences is no longer optional – it is a key competitive advantage.
Join this masterclass and start creating customer experiences that build trust, satisfaction, and long-term loyalty.
The price of an individual training session is €190.
Members receive a discount depending on their membership package.
A 10% discount is granted when all four training sessions are purchased together.