A Live, Small-Group Working Programme for Professionals Driving Real Customer-Led Transformation

A strictly limited cohort of ten professionals works directly with the author over three weeks to apply the Customer Centricity Strategy Framework to live organisational challenges — launching 20 June 2025.

SÃO PAULO / LONDON — Holonomics today announced the launch of the Designing Customer Experiences with Soul Practitioner’s Lab, a live online programme designed for professionals who want to move beyond frameworks on a page and apply proven customer experience strategy directly to the challenges inside their own organisations. The first cohort opens on Saturday, 20 June 2025, with places strictly limited to ten participants.

Built on the foundations of the award-winning book Designing Customer Experiences with Soul — named the #1 Customer Experience Book for Customer-Centric Leaders and ranked among BookAuthority’s Top 8 Customer Experience Books — the Practitioner’s Lab brings the Customer Centricity Strategy Framework (CCSF) into a live working environment. Participants do not watch. They work.

The programme is designed for business leaders and professionals shaping strategy and transformation; customer experience, customer service management professionals, team leaders, and HR professionals; change agents and transformation practitioners; entrepreneurs, business owners and operators; and anyone responsible for turning insight into real change. It is equally relevant to customer service management professionals seeking to move from reactive problem-solving to proactive, system-level experience design — connecting frontline operations to the strategic architecture that drives lasting customer loyalty.

Where Strategy Becomes Action

The Practitioner’s Lab is structured around three live sessions delivered on consecutive Saturdays, supported by applied work between sessions and culminating in a private 45-minute one-to-one strategy session with the author.

Week 1 — The Deep Dive (2.5 hours): Participants build the strategic foundation, exploring how customer experience is genuinely formed and measured, engaging with empathy mapping, Leadership Experience (LX), the Holonomic Circle, and the meaning of ‘soul’ in organisational life.

Week 2 — The CX Strategy Lab (2 hours): Participants translate insight into strategy, applying the Customer Centricity Strategy Framework, the New 4Ps (Platforms, Purpose, People, Planet), and the Customer Lifecycle Canvas to a real problem inside their own business.

Week 3 — Integration Workshop (1.5 hours): Participants present their work, receive structured feedback from the author and peers, and leave with a refined, actionable roadmap they can implement immediately.

Following the group programme, each participant receives a private 45-minute strategy session to address sensitive or complex internal challenges, refine their approach, and confirm a clear path forward inside their organisation.

A Suite of Proven Working Tools

Every participant leaves with a complete toolkit of proprietary frameworks developed through decades of executive consulting and validated across some of the world’s largest businesses, including:

• The Customer Centricity Strategy Framework (CCSF)
• The Voice of the Customer Canvas
• The Customer Lifecycle Canvas
• The CEX Strategic Relationships Canvas
• The New 4Ps Canvas
• The Elevated Value Proposition framework
• The Empathy Action Plan
• The Employee Lifecycle
• The Holonomic Circle interactive checklist
• Miro-based working templates for immediate use

These are not theoretical constructs. They are working instruments used in live transformation programmes and validated in executive settings including two Harvard Business Review Masterclasses.

What Participants Will Leave With

By the close of the Practitioner’s Lab, participants will have:

• A precise diagnosis of where their customer experience is breaking down — and why previous interventions have not held
• A system-level view of what is driving the problem, beyond its surface symptoms
• A real intervention built for their specific organisation, not a generic template
• A set of working tools ready for immediate use with their team
• A roadmap with clear next steps, already stress-tested with peers and the author
• A Practitioner Certificate in strategic customer experience leadership

About the Instructor

Simon Robinson is CEO of Holonomics Worldwide and one of the world’s original pioneers of customer experience strategy. In 1995, he co-authored what is widely regarded as the first strategic article on the subject. He co-founded Genie Internet — the UK’s first mobile internet portal — which reached a £1 billion valuation before being acquired by Telefónica. At BT and BT Cellnet, he led innovations that were years ahead of the market.

Over three decades, Simon has developed the Customer Centricity Strategy Framework, the Holonomic Circle, and Soul-Guided Systems® — frameworks now used by leaders worldwide. He is a Harvard Business Review author, CMSWire and UX Collective contributor, global keynote speaker, guest professor at leading business schools in the US and Brazil, and a “Trailblazer” recognised by Technology Magazine. He is the author of four bestselling books, most recently Designing Customer Experiences with Soul, Second Edition (2026).

Pricing, Dates, and Availability

The Practitioner’s Lab investment is $400, which includes all six-plus hours of live group sessions, the private one-to-one strategy session, the complete tools and frameworks suite, and a Certificate of Completion.

Live Session Dates (all Saturdays, commencing 10:00 AM Eastern / 11:00 AM Brazil / 15:00 UK / 16:00 Central Europe, via Google Meet):

• Saturday, 20 June — The Deep Dive (2.5 hours)
• Saturday, 27 June — CX Strategy Lab (2 hours)
• Saturday, 4 July — Integration Workshop (1.5 hours)
• Private 45-minute 1:1 session — scheduled individually in the week following the final session

Places are strictly limited to ten participants per cohort to ensure depth of interaction and meaningful individual feedback.

The Practitioner’s Lab can also be delivered as a dedicated in-organisation programme for small leadership teams, with flexible scheduling and group pricing available.

Availability

The Designing Customer Experiences with Soul Practitioner’s Lab is open for enrolment now. The first cohort begins 20 June 2025. For media enquiries, interview requests, or further information, please contact Holonomics.