- A live, small-group working lab for professionals who want to turn customer experience into a coherent business architecture
- Work directly with the author to diagnose and redesign real challenges inside your organisation
- Limited to 10 participants per cohort – includes a private 1-on-1 to explore your individual organisation and challenges
What you will experience
This is not a course you watch.
It is an applied working session.
Over three weeks, you will:
- Work on a real challenge from your organisation
- Apply the Customer Centricity Strategy Framework (CCSF)
- Translate insight into practical, systemic change
- Receive direct feedback from the author
- Leave with a clear, actionable roadmap
This is where strategy, leadership and customer experience become one system.
Who this is for
This lab is designed for:
- Business leaders shaping strategy and transformation
- Customer experience, service and HR professionals
- Change agents and transformation practitioners
- Entrepreneurs, business owners and operators
- Anyone responsible for turning insight into real change
How it works
A three-week learning loop designed for real transformation:
Week 1 — The Deep Dive (2.5 hours)
You build the foundation.
- The evolution of customer experience
- How experience is truly formed and measured
- Empathy mapping and Leadership Experience (LX)
- Value proposition and brand authenticity
- The Holonomic Circle and the meaning of ‘soul’ in organisations
Between sessions:
You apply an interactive checklist to diagnose core frictions and opportunities
Week 2 — The CX Strategy Lab (2 hours)
You translate insight into strategy.
- The Customer Centricity Strategy Framework (CCSF)
- The role of the customer lifecycle as execution architecture
- The New 4Ps: Platforms, Purpose, People, Planet
- Alignment across teams and functions
- Communication and engagement across the organisation
Between sessions:
You apply the framework to a real problem inside your business
Week 3 — Integration Workshop (1.5 hours)
You bring it all together.
- Present your work
- Receive structured feedback
- Refine your approach
- Learn from others’ real-world challenges
Private 1:1 Strategy Session (45 minutes)
After the group sessions, you will have a private session with the author to:
- Address sensitive or complex internal issues
- Refine your roadmap
- Ensure practical application inside your organisation
What you will leave with
By the end of the Practitioner’s Lab, you will leave with more than a certificate. You will leave with clarity.
- You’ll know exactly where your customer experience is breaking down — and why previous attempts to fix it haven’t held
- You’ll have a system-level view of what’s driving the problem, not just its symptoms
- You’ll have worked on a real intervention — something built for your organisation, not a generic template
- You’ll carry a set of working tools you can use the moment you’re back in the room with your team
- You’ll have a roadmap with clear next steps — one you’ve already stress-tested with peers and an expert
- You’ll hold a Practitioner Certificate recognising your commitment to strategic CX leadership
You’ll leave knowing exactly what to change, why it matters, and how to bring others with you.
Tools and frameworks included
You will receive:
- The Voice of the Customer Canvas
- Customer Centricity Strategy Framework (CCSF)
- The New 4Ps Canvas
- The Elevated Value Proposition framework
- Customer Lifecycle Canvas
- CEX Strategic Relationships Canvas
- The Empathy Action Plan
- The Employee Lifecycle
- Miro-based working templates
- Holonomic Circle interactive checklist
These are not just concepts — they are working tools used in real transformation programmes.
What do we mean by soul?
Soul in organisations is not a metaphor. It is something your customers already recognise — and your employees already feel — even when neither can put it into words.
It is the difference between an organisation that merely functions and one that feels genuinely alive. Between a brand that performs its values and one that actually lives them. Most organisations have a gap between what they say and what they do. That gap is what people feel in every interaction, every touchpoint, every moment of contact.
The Practitioner’s Lab brings together two things that the best organisations already know are inseparable: the human quality that makes experiences memorable, and the strategic rigour that makes them sustainable. The frameworks you will work with — including the Customer Centricity Strategy Framework — have been developed and implemented across some of the world’s largest businesses and international who have recognised the impact of our unique approach to customer experience design.
This is where you will learn to design experiences that people genuinely love — and build the systems that deliver them, consistently, at scale.
Your instructor
Simon Robinson is 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 — formalising how customer understanding could be connected to competitive advantage at a time when most organisations hadn’t yet imagined the discipline.
Simon 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: Genie launched its first public services in 1997, more than three years before Vodafone and Vivendi unveiled their rival platform Vizzavi — and by the time Vizzavi was preparing to launch, Genie already had 900,000 registered users.
Among the services he built was G Live Music — one of the world’s first mobile music portals — creating a direct line between artists and fans through their phones, long before streaming or social media made that connection commonplace.
Over three decades, Simon has built one of the most distinctive bodies of work in his field — as a Harvard Business Review author, CMSWire and UX Collective author, global keynote speaker and guest professor at leading business schools in the US and Brazil, and author of four bestselling books: Holonomics: Business Where People and Planet Matter (2014), Customer Experiences with Soul (2017), Deep Tech and the Amplified Organisation (2021) and Designing Customer Experiences with Soul, Second Edition (2026).
Recognised as a “Trailblazer” by Technology Magazine, the frameworks he has developed — including the Customer Centricity Strategy Framework and Soul-Guided Systems® — are used by leaders worldwide to navigate strategic transformation.
Pricing and Value
Investment: $400
Includes:
- 6+ hours of live group sessions
- 45-minute private strategy session
- All tools and frameworks
- Certificate of completion
- Direct access to a CEO and author, working on your real business challenge, in a small group setting.
For Organisations
The Practitioner’s Lab can also be delivered to small groups within organisations.
This creates the opportunity to work on shared challenges, build alignment, and apply the frameworks directly within your own context. The format is particularly effective where there is a need to align leadership, strategy, and customer experience across teams.
We offer dedicated cohorts, flexible scheduling and group pricing.
If you would like to explore this, please get in touch:
Dates
Be part of the first group to experience the Practitioner’s Lab.
Live Session Dates (Saturdays)
- Saturday, 20th June — The Deep Dive (2.5 hours)
- Saturday, 27th June — CX Strategy Lab (2 hours)
- Saturday, 4th July — Integration Workshop (1.5 hours)
+ Private 45-minute 1:1 strategy session
Scheduled individually in the week following the final session
Time
All sessions will commence at 10:00 AM – Eastern Seaboard Time (11.00 AM Brazil/ 15:00 UK/ 16:00 Central Europe)
Delivered live via Google Meet
Why Saturdays
These sessions are intentionally scheduled on Saturdays to create protected time for focused work.
Most participants are operating in demanding roles, where stepping away during the week is difficult.
This format allows you to engage fully — without interruption — and to think clearly about the challenges you are working on.
How the Format Works
This is not a passive course.
Each session is a live working environment, where you:
- Apply the frameworks to a real challenge from your organisation
- Work through structured exercises and canvases
- Receive direct input and feedback
- Build something you can take back and use immediately
Between sessions, you continue the work in your own context — observing, applying, and refining.
What to Expect
- A small cohort (maximum 10 participants)
- High levels of interaction and discussion
- A structured progression across three sessions
- Tangible outputs from each stage
- A final 1:1 session to consolidate your approach
A Note on Commitment
This is designed as focused, high-value time.
Each session builds on the previous one, and the real value comes from applying the work between sessions.
Most participants find that what they develop during the lab can be immediately used in their organisation.
Places Are Limited
To ensure depth of interaction and meaningful feedback, each cohort is limited to 10 participants.
This Is Where the Work Begins
The first cohort begins 20th June. Ten places. One small group gaining exclusive access to world-class tools and frameworks — including the Customer Centricity Strategy Framework — and applying them directly to real challenges from their own organisations, with an author who has spent three decades building and transforming customer experiences at scale.
If you are ready to work with the frameworks shaping the future of customer experience, we would love to have you in the room.
Still have additional questions?
Please contact us to learn more and to answer any queries.
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