EVERYTHING IS BRANDING
Brand Led Customer Experience Management (CEM) for Modern Organizations
Promise: Build a brand people feel, choose, stay with, and recommend by designing every interaction to deliver your brand promise.
Masterclass
4th October, 2025
Hyderabad
What This Program Is
A hands-on masterclass to turn your brand strategy into a living experience system across the entire journey acquisition, onboarding, usage/service, and loyalty.
Outcome: a practical, measurable Brand-CX System your team can run in 90 days.
Who Should Attend
Founders / CXOs
Brand & Marketing
Leaders
CX/Service & Ops Managers
Product/UX Leads
Sales & Success Teams
Agencies/Consultants
What You’ll Take Away
- A sharpened brand narrative and message architecture.
- Journey maps with brand-coded “signature moments.”
- Frontline + digital service standards & scripts.
- A 90-day Brand-CX rollout with owners and milestones.
- A measurement framework tying experience to revenue.
Program Modules (Brand-Led, CEM-Ready)
- Positioning, promise, and reasons-to-believe
- Personality, tone, and visual/behavioral cues
- Message matrix: core → proof → CTA
- Segments & Jobs-to-be-Done
- Emotional curve + friction audit
- Prioritized fixes and signature experiences
- Branded rituals, recovery playbook, micro-surprises
- UX & microcopy that “speaks brand”
- Physical/digital environment cues that reinforce trust
- Playbooks, call/chat/email scripts, role-plays
- Internal brand storytelling; values → behaviors
- Coaching loops; recognition system
- Content strategy by journey stage
- CRM, marketing automation, and cadence design
- Social proof, case stories, and community flywheel
- KPI Tree: Brand (Awareness, Consideration, Preference)
CX (CSAT, CES, NPS, FTR) • Growth (CVR, AOV, LTV, Churn, CAC) - Dashboard & review rhythm (weekly ops, monthly exec, quarterly strategy)
- Experiment backlog and win library
- 30: Quick wins & defect removal
- 60: Signature moments live + team enablement
- 90: Dashboarding, governance, and scale plan
Deliverables You Get
- Brand Narrative Sheet (positioning, promise, message matrix)
- Journey Maps with prioritized moments of truth
- Service Standards & Scripts (phone, chat, email, in-person, UX)
- Omnichannel Cadence Plan (CRM, content, social, automation)
- Brand-CX KPI Dashboard Template + governance calendar
- 30-60-90 Execution Plan with owners & milestones
Post-Workshop Momentum
1:1 Review
(2 hours)
Wins, blockers, next plays
90-Day Group Check In (2 hours)
KPI review, iteration plan
Templates &
Tools
checklists, scorecards, playbooks
Delivered by
Mr. G Vishwanand
G. Vishwanand is CEO of IMC Digital, Chief Thinking Officer of ZeebraCross and a brand-led Customer Experience strategist with 20+ years across India, the Middle East, South Asia, Europe, and the US. He turns brand promises into measurable growth, partnering with Microsoft, Ratnadeep, Café Desire, ICC World Cup 2011, Deccan Chargers, Creamline Dairy, Allian Group, Ascendas, Orchid International School, AIG Hospitals, Apollo, Yashoda, Global Hospitals, Anblicks, Dr. Reddy’s Laboratories, Lupin Diagnostics, KonnectLife, and others.
