CX Through Messaging
Coming Soon
cx as a unique and meaningful experience
about the masterclass
Engineering Customer Experience Through Messaging
This CX Masterclass is designed for professionals in the business messaging ecosystem who want to move beyond message delivery and build meaningful, long-term customer relationships. It addresses the reality that in today’s commoditised messaging market, technology alone is no longer a differentiator—customer experience is. The masterclass explores how every message represents a moment of truth, shaping trust, loyalty, and brand perception far more than abstract customer journeys. Participants learn how to shift from basic delivery to intentional, human-centered messaging experiences across SMS, WhatsApp, RCS, and conversational channels. The session covers conversational CX design, the role of tone, timing, and escalation, and how to balance automation and AI with empathy and control. It also demonstrates how strong CX becomes a commercial advantage, directly impacting conversion, retention, and account growth, and how to translate use cases into compelling value stories for enterprise customers.
Topics:
Every Message Is a Moment of Truth
From Delivery to Experience
Conversational CX by Design
The Human Layer in Automated Messaging
CX as a Commercial Differentiator
From Use Cases to Value Stories
Target Audience:
Professionals working with A2P, RCS, WhatsApp, SMS, conversational AI, or omnichannel messaging
Roles responsible for customer relationships, commercial growth, or service design
Teams aiming to shift from volume-based connectivity to value-driven engagement
Professionals seeking differentiation in increasingly commoditised messaging markets
CX-focused practitioners who view conversations as the core of customer experience
PRICING:
1 pass €465
Corporate bundles from €200 per seat. Explore all offers here.
Your instructor
Frans Reichardt
Customer Experience Strategist & Author
Frans Reichardt—widely known as The Customer Listener—is a global authority on customer centricity and customer experience. With more than 1,000 performances worldwide as a speaker and trainer, he has helped organizations rethink how they connect with, understand, and serve their customers.
Through his work as an author and thought leader, Frans challenges brands to truly listen to the voice of the customer—not as a slogan, but as a strategic discipline that fuels innovation and meaningful differentiation. His approach blends insight, storytelling, and practical methodology.
In the masterclass, Frans brings powerful frameworks and real-world examples that show how deep customer listening leads to exceptional experiences, stronger loyalty, and sustainable long-term relationships in an increasingly competitive market.