The CX-ISM Method™ is a six-month leadership development experience for CX leaders who are ready to stop managing symptoms and start designing what their organisation needs to become.
It's a guided leadership development experience — grounded in psychology, behavioural science, and commercial reality — for leaders who feel the weight of CX responsibility and want the clarity, language, and conviction to lead it properly. Every module is built from real consulting experience, tested theory, and the kind of honesty most CX content avoids.
"Your customer does not experience what you designed. They experience what they perceive."
Drawn from neuroscience — specifically Professor Anil Seth's work on perception — this single reframe changes how you design every touchpoint your organisation builds. Two customers can have the identical interaction with you and walk away with completely different memories of it. Once you understand why, you design differently.
This isn't six months away from your desk. It's six months of becoming sharper, more confident, and more strategic at the job you're already doing — delivered entirely online, at your own pace, with bi-weekly coaching support directly from Katie.
Five pillars released in sequence over six months, completed at your own pace. You always know exactly what's next — no overwhelming content dump, no guessing what matters.
Every diagnostic, workbook, and design exercise is built around your specific organisation — not a hypothetical case study. You finish each module with something usable, not just something learned.
Short, focused videos. Substantial readings when a topic deserves depth. Guided workbook reflection throughout — built for people who think for a living, not for passive scrolling.
Bi-weekly coaching support directly from Katie throughout — not a chatbot, not a forum you'll never check. A founding cohort community of peers doing the same work, in real time, alongside you.
You're not expected to implement everything immediately. Some of what you design will move this month. Some will take a year. The programme is honest about that from day one.
You'll be learning alongside CX leaders from other industries and continents — bringing a breadth of perspective you won't get from an internal training programme.
Six months. A complete arc from honest diagnosis to sustained, visible leadership.
A personal 13-dimension diagnostic and a report written specifically for you. You sense-check it with real conversations, learn to read what's beneath the data, and finish with the conditions that need to change — and the conversations you've been avoiding.
Four modules. You design the conditions, build a genuinely deep understanding of your customer, design the experience itself — journey management, recovery, the 3 S's — then design your own leadership: language, coalition, and commercial case.
Where the blueprint becomes construction — implementation, organisational CX capability building, and the practical work of bringing your coalition with you as conditions resist.
Sustaining what you've built when the initial momentum fades — embedding change into the rhythm of the organisation so it survives leadership changes, budget cycles, and your own bandwidth.
Your leadership, visible at scale — recognised inside your organisation and across the CX profession as someone who doesn't just talk about customer experience, but genuinely leads it.
No off-the-shelf frameworks regurgitated. Every concept is tested, current, and applied specifically to CX leadership — not theory for theory's sake.
+ VAT where applicable · Founding Cohort price — full six-month programme. This price will not be offered again.