Customer experience
NOVA CX Journey
Colors that connect
Duration
2 days, 6 hours per day (12 hours)
Format
In-person workshop with role-plays and realistic case simulations
Cohort size
Agreed at scoping
Language
Agreed at scoping
Overview
Why this workshop
The NOVA Global Profile unlocks relational intelligence to help you connect with customers and teams on a deeper level. Built on the work of Marston, Jung and Spranger, it turns psychology into clear, actionable insights.
The NOVA CX Journey boosts self-awareness, collaboration and customer experience while guiding smarter decisions and lasting growth. Day 1 explores yourself and the four customer colors; Day 2 builds tools (RASA and agile questioning) and practices them in role-plays with realistic cases.
Enquire
Bring this workshop to your team
Tell us about your team, goals and preferred dates and we will propose a tailored NOVA journey.
Assessment
NOVA Profile (20 minutes, online) and 60-minute 1:1 debrief
Send an enquiryLearning outcomes
What participants will be able to do
01
Communicate confidently with every customer type
02
Build relationship agility to turn complaints into trust
03
Master listening and empathy with the RASA model: Receive, Appreciate, Summarize, Ask
04
Quickly identify the customer type with an agile questioning toolkit
Target audience
Who this workshop is for
Every cohort is tailored to your teams and the real situations they face at work.
Customer-facing teams who handle calls, complaints and service conversations
Supervisors and team leaders who coach service quality
Format and duration
How the learning journey works
Pre
Complete your NOVA Profile
Each participant completes the NOVA Profile online, a 20-minute assessment.
During
Two practical days
Day 1 (6 hours): discover yourself and your customers' colors. Day 2 (6 hours): master the tools (RASA and agile questioning) and practice in role-plays with cases.
Post
Reflect and validate
A 60-minute one-to-one debrief to reflect on and validate the NOVA Profile.
Workshop outline
Session by session
Day 1
Welcome and icebreaker
Surface real challenges and set the stage for linking them to NOVA
Day 1
Program introduction
Overview of objectives, flow and Customer Experience, the NOVA way, linked to a customer-first strategy
Day 1
NOVA Profile debrief: my colors and styles
Reflect on Natural versus Adapted style and explain the four colors with customer scenarios
Day 1
Understanding others: reading behaviors
Spot the observable traits of each style (voice, pace, tone, words) in the activity Customer on the Line
Day 1
Relationship agility in action
Match responses to behavioral styles using four different complaint cases
Day 1
Self versus others: flexing my style
Practice the Style Switching Challenge and reflect on the energy cost of adapting
Day 1
Wrap-up and reflection
Capture one insight about myself and one action with customers tomorrow
Day 2
Energizer
Recap Day 1 with the quiz Name That Customer Style
Day 2
Listening and expressing with impact
Practice active listening and empathy, and handle a complaint call with the RASA model
Day 2
Building the agile questioning model
Co-create a Customer Type Quick Scan of 4-6 diagnostic questions and practice in triads
Day 2
Integrated role-plays: the NOVA way
Apply RASA and agile questioning to billing, outage, loyalty and delivery cases with peer feedback
Day 2
Team reflection and action planning
Create a CX Charter
Day 2
Closing and certificates
Final reflections, Q&A and certificates
Facilitators
Meet your facilitators
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Ready to bring NOVA to your team?
Share your goals, group size and preferred dates and our team will design the right journey with you.
