Virtual Experience Management (EX) Masterclasses
A suite of transformative programs hosted by onome deBBie akwara at the Niche Institute of Customer Experience and Innovation (NICXI).
These 2-day masterclasses are designed to equip business professionals, entrepreneurs, marketers, HR leaders, and experience strategists with the skills, tools, and insights to drive business growth through experience-led innovation.
These 2-day masterclasses are designed to equip business professionals, entrepreneurs, marketers, HR leaders, and experience strategists with the skills, tools, and insights to drive business growth through experience-led innovation.
Each masterclass offers deep-dive, hands-on learning experiences tailored to help participants master the core pillars of experience management and build a sustainable, customer-centric organization.
Masterclass Outline
Customer Experience Management
Objectives:
Fee:
Date:
- Understand the CX ecosystem and principles
- Learn journey mapping and persona development
- Implement CX strategy and governance
- Design for emotional and rational experience drivers
Target Audience:
CX Professionals, Marketing Executives, Service Managers, Business Owners
CX Professionals, Marketing Executives, Service Managers, Business Owners
Course Outline:
Day 1
- What is CXM?
- Customer Segmentation and Persona Creation
- Journey Mapping: Tools and Techniques
- Identifying Pain Points and Moments of Truth
- CX Measurement Models
Day 2
- Voice of the Customer and Feedback Loops
- CX Maturity Models and Benchmarking
- Operationalizing CX Strategy
- Culture, Leadership and CX Governance
- Simulation and Presentation
Methodology:
Methodology:Interactive workshops, hands-on activities, real-world case studies
Channel:
Virtual - Zoho Meeting
Methodology:Interactive workshops, hands-on activities, real-world case studies
Channel:
Virtual - Zoho Meeting
Fee:
- Regular Fee: NGN 100,000
- Early Bird: NGN 80,000
- Group Bookings (5+): NGN 70,000 per person
Date:
6–7 August 2025
Product Experience Management
Objectives:
Channel:
Virtual - Zoho Meeting
Fee:
Date:
13th - 14th August 2025
- Understand the role of PXM in business growth
- Learn how to create seamless product journeys
- Master experience-led product development
- Apply feedback loops and data to product innovation
- Understand the impact of pricing, positioning, and packaging on product experience
Target Audience:
Product Managers, Designers, Innovation Leads, CX Managers, Entrepreneurs
Product Managers, Designers, Innovation Leads, CX Managers, Entrepreneurs
Course Outline:
Day 1
- Introduction to Product Experience
- Mapping the Product Journey
- Understanding Product-User Fit
- Innovation Thinking in Product Development
- Buyer Personas and Market Research
Day 2.
- Product Pricing and Positioning Strategies.
- Customer Feedback Loops and Testing
- Product Packaging and Experience Touchpoints
- PX Strategy and Roadmap
- Group Presentation and Case Simulations
Methodology: Interactive workshops, hands-on activities, real-world case studies
Channel:
Virtual - Zoho Meeting
Fee:
- Regular Fee: NGN 100,000
- Early Bird: NGN 80,000
- Group Bookings (5+): NGN 70,000 per person
Date:
13th - 14th August 2025
Brand Experience Management
Objectives:
- Understand brand positioning in experience strategy
- Design experiences that reinforce brand promise
- Manage consistency across touchpoints
- Use brand as a tool for loyalty
- Leverage market insights for effective brand strategy
Target Audience:Brand Managers, Marketing Directors, Communications Professionals, Founders
Course Outline:
Day 1
- Defining Brand Experience
- Building a Cohesive Brand Identity
- Market Segmentation and Targeting
- Brand Perception and Positioning
- Competitor Analysis for Brand Differentiation
Day 2
Methodology:
- Internal Brand Alignment
- Managing Brand Consistency
- Brand Marketing and Campaign Planning
- Brand Experience Playbook
- Case Analysis and Team Presentations
Methodology:
Interactive workshops, hands-on activities, real-world case studies
Channel:
Virtual - Zoho Meeting
Channel:
Virtual - Zoho Meeting
Fee:
- Regular Fee: NGN 175,000
- Early Bird: NGN 150,000
- Group Bookings (3+): NGN 120,000 per person
Date:
20th - 21st August 2025
Employee Experience Management
Objectives:
- Understand EX and its impact on CX
- Build human-centered HR processes
- Create inclusive and empowering work cultures
- Use employee feedback for continuous improvement
Target Audience:
HR Professionals, Talent Managers, Line Managers, Team Leads, CXOs
HR Professionals, Talent Managers, Line Managers, Team Leads, CXOs
Course Outline:
Day 1
- Foundations of Employee Experience
- Journey Mapping the Employee Lifecycle
- Culture and Belonging in the Workplace
- Listening Strategies and Surveys
- Case Study: EX Breakdowns and Fixes
Day 2
- Designing Moments that Matter Employee
- Recognition and Motivation EX Metrics and Dashboards
- Internal Communication for Engagement
- Leadership Labs and Scenarios
Methodology:
Interactive lectures, persona-based design, empathy mapping, case studies
Channel:
Virtual - Zoho Meeting
Interactive lectures, persona-based design, empathy mapping, case studies
Channel:
Virtual - Zoho Meeting
Fee:
Date:
27th - 28th August 2025
- Regular: NGN 100,000
- Early Bird: NGN 80,000
- Group Bookings (5+): NGN 70,000 per person
Date:
27th - 28th August 2025
Omnichannel Experience Design
Objectives:
- Understand omnichannel vs multichannel
- Map customer journeys across platforms
- Design consistent messaging and UX
- Eliminate silos in service delivery
Target Audience:
Digital Leads, Marketing Teams, UX Designers, Retail Managers
Digital Leads, Marketing Teams, UX Designers, Retail Managers
Course Outline:
Day 1
- Omnichannel Experience Principles
- Customer Expectations in a Connected World
- Mapping Journeys Across Channels
- Experience Design for Consistency
- Technology Tools and Infrastructure
Day 2
- Data-Driven Personalization
- Channel Performance Metrics
- Service Blueprinting for Omnichannel Flow
- Overcoming Siloed Operations
- Team Simulation: Build Your Journey
Methodology:
Digital simulations, cross-platform mapping, service blueprinting
Channel:
Virtual - Zoho Meeting
Digital simulations, cross-platform mapping, service blueprinting
Channel:
Virtual - Zoho Meeting
Fee:
Date:
3rd - 4th September 2025
- Regular: NGN 100,000
- Early Bird: NGN 80,000
- Group Bookings (5+): NGN 70,000 per person
Date:
3rd - 4th September 2025
Building a Customer-Centric Culture
Objectives:
Fee:
Date:
10th and 11th September 2025
- Understand cultural drivers of CX
- Build CX accountability across teams
- Communicate the customer vision internally
- Transform values into daily actions
Target Audience:Executives, Senior Managers, HR Heads, Culture Champions, Department Heads
Course Outline:
Day 1
- Defining Customer-Centric Culture
- Culture Diagnostics and Maturity Assessment
- Internal Brand Alignment
- CX Vision and Values Cascade
- Embedding Culture in Daily Work
Day 2
- Leadership as Culture Shaper
- Incentives, Rewards, and Reinforcement
- Internal Campaigns for Engagement
- Accountability and Governance Structures
- Toolkit and Change Roadmap
Methodology: Culture diagnostic tools, leadership labs, visioning workshops
Fee:
- Regular: NGN 100,000
- Early Bird: NGN 80,000
- Group Bookings (5+): NGN 70,000 per person
Date:
10th and 11th September 2025
Meet the Facilitator
onome deBBie akwara is a seasoned organizational transformation leader with over 20 years of experience across 11 sectors, including healthcare, banking, financial services, telecommunications, technology, manufacturing, retail, and education. She specializes in driving strategic shifts in customer, employee, brand, and product experience, with a strong focus on operations and talent optimization.
She is the founder and partner Pan-Africa Operations at Niche Customer Experience Consulting (Nigeria's first boutique CX management consultancy), which won the 2024 MEA Award for Best Pan-African Customer Experience Consultancy. Her leadership extends to founding the Niche Institute of Customer Experience and Innovation and holding key roles in Prex Advertising Agency, First City Monument Bank, Zenith Bank, United Bank for Africa, Etisalat, and Bridge International Academies.
Her career is marked by transformational achievements, including a 2567% increase in product adoption, 205% rise in employee satisfaction, and 91.7% revenue growth in healthcare. She has also pioneered industry-first initiatives, such as Africa’s first CX competency model, globally recognized CX certifications, and the State of CX in Africa study.
A prolific author, deBBie has written five books on customer experience and transformation, contributed to global CX playbooks, and is recognized as Africa’s foremost CX practitioner. As a sought-after international speaker, she continues to shape the future of CX and organizational transformation worldwide.
Beyond her professional pursuits, deBBie is deeply committed to humanitarian work through her NGO, HEELP, fostering rural community urbanization in Africa. She is also a dedicated mother, balancing her career and family with passion and purpose.
onome deBBie akwara, CMC, XMP
Multisector Organizational Transformation Leader, 5-Time Top 100 Multidisciplinary Thought Leader, Certified Experience Management Professional (XMP - Qualitrics Institute, USA) and Professional, Certified Management Consultant (CMC).
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