More about Ian


Ian Golding

CX Professional Masterclass – Sweden


  • February 2020
February 2020

Tuesday and Wednesday
5th/6th February 2020

* All prices are excluding VAT (VAT in Sweden is 25%)

* opportunity to organise in-house training for your team

“Super responsive staff, amazing experience and

Ian’s knowledge on the topic is beyond imagination”.

Akos Tolnai,
AbilityMatrix, CEO

“Thank you for a fantastic Masterclass, Ian. Great delivery, pace, structure and content, enabling me to feel more knowledgeable and providing me with a really good toolkit for future use. Loved being surrounded by like-minded professionals who are passionate about customer experience. I’m definitely feeling ready for the next step now!”.

Jemma Hyland,
Customer Experience Leader, Jem Consulting

“I want to take this time to thank you for your inspirational delivery of the CX masterclass. It’s easy to take it as a given that you deliver training about CX when I signed up for and paid for the CX Masterclass. However, what you delivered was something money can’t pay for and that’s passion. Passion for something you truly believe in. It’s in your heart. If I can transfer the same inspiration, energy, and knowledge that you did today I will feel extremely proud.”.

Jenny Brightmore,
E-commerce Investigations Manager, Worldpay

“You know nothing, Jon Snow! I was surprised by both what I did know, and what I didn’t (yet). One of my favourite moments was the Design Thinking video. Ian said he has never done it and probably never would, whereas I found it INSPIRING… But I am in a greenfields role, so perhaps I’m luckier than I realise. I would definitely recommend this, as it’s a great way to identify if you’re truly ready and figure out what else you need to learn to get there.”

Jessica Chambers,
Customer Success Manager, Silktide

“Ian Golding is utterly knowledgeable in this subject matter, is able to bring the training to life using real-life examples that anyone can relate to and his passion and drive for helping people to improve their customer experience is inspirational.”

Pam Whitehouse,
Customer Engagement and Improvement Manager, LGSS

“Ian was very personable and I found him to be very engaging. Ian is a very strong commanding facilitator, presenter and teacher rolled into one. He makes you want to listen. His experience is immense which makes him very credible. I liked the stories and the videos which helped maximise learning in a very adult accelerated learning way. I have never left a training programme wanting to stay and learn even more. My 3 things to implement into our current culture is already on the agenda at the next leadership meeting.”.

Rebecca Farnworth,
Customer Excellence Manager, OTD Ltd

“Hi Neil, great news, I passed the test. I was sure I would fail but the final hints of Ian gave me the right mindset and I passed super well. Ian did a great job focusing in what is key to overcome the test.”.

Ricardo Saltz Gulko,
Managing Principal, Eglobalis

“I enjoyed the course. It reinforced in some areas, but a lot of day 2 was new content and very engaging. Day 2 was very strong, both in content and in delivery. I think it is preferable to have both facilitators on both days as their styles are very different and a balance of the two on both days would be perfect. Content on day 2 was exactly what I needed.”

Unette Spencer,
Principal Consultant, 5One a MasterCard company

“Ian is very knowledgeable and his training style is very clear, simple and rich of real life examples .The content is absolutely compelling.Thank you also for the support and care from Antonija and the certificate of attendance!”.

Vanessa Milan,
Voice of the Customer at Cambridge University Press

“Best investment of my time during the past couple of years. It was a well structured professional knowledge sharing. Ian Golding delivered it with sincere dedication, clarity and focus”

Zoltan Paksy,
Partner, Owner at Brandshift Kft

“I would like to thank all of you guys ( Ian Golding, Manuela Pifani, Neil Skehel and Antonija Kadarijan). It was one of the best training program I have ever had before. It was such an amazing experience! I can assure you that I left the course with an even greater certainty that I will do my best to improve my competencies as a Customer Experience Professional, and in a near future I wish to conquer my CCXP”

Maria Paula Monzo Luporini,
Head of CRM, Strategy

In cooperation with

Masterclass Summary

Designed by 

Ian Goldingworld renowned Customer Experience Specialist, all graduates of the course will be given case studies, exercises and stories that bring to life the skills needed to succeed as a CX professional. You will create a relevant and personalised action plan that can start immediately and you will be able to demonstrate greater knowledge, confidence and credibility in the subject within your organisation.

Pre-workshop activities

Prior to their attendance at the masterclass, all delegates would be sent a questionnaire exploring their current understanding of customer experience. The questionnaire should be sent back prior to attendance at the workshop.

Topics include

All core CX competencies, including CX Strategy and brand proposition, the role of employees in delivering the strategy, customer journey mapping, CX measurement (VOC, VOE and VOP), CX improvement, and CX culture.


ACC – Aros Congress Center, Munkgatan 7 722 12 Västerås Sverige/Sweden

Target Audience

For those who want to validate their existing knowledge, be exposed to global best practice and learn the newest tools, techniques and methodologies of global best practice Customer Experience (CX)

Masterclass Agenda

Day 1
  1. Introductions and expectations
  2. The role of the Customer Experience Professional
    • Leading the customer agenda
    • Influencing with credibility
    • CXPA’s Competencies for the CCXP accreditation
  3. Customer Strategy
    • Customer strategy examples
    • Customer Experience frameworks
    • Evaluating your customer strategy
  4. Brand Proposition
    • What is it and why is it important?
    • Being clear about the brand promise
    • What makes a brand proposition

Day 2
  1. Customer-centric culture
    • Characteristics of customer-centric organisations
    • What should customer-centric leaders be doing?
    • Employee experiences
  2. Who are your customers?
    • The flaws in traditional segmentation methods
    • Creating customer personas
    • Using personas to influence
  3. Customer empathy
    • What is empathy and why is it important?
    • How to think like your customers think
    • The role of storytelling
  4. Customer journey mapping
    • The principles of mapping customer journeys effectively
    • Keeping it simple and actionable
    • Prioritising the most important things
  5. Measurement
    • Measurement principles
    • Aligning the voices of your customers, people and processes
    • Know what your priorities are
  6. Action planning
    • For you personally and your organisation
    • A framework for managing what happens next
    • Keeping up the momentum

Inform. Inspire. Include.
A free way to improve your business.

Customer Experience Magazine is the online magazine packed full of industry news, blogs, features, reports, case studies, video bites and international stories all focusing on customer experience.



UK Trademark UK00002648900

EUIPO Trademark 018131832

Contact Information

For article submissions:
Paul Ainsworth

For general inquiries, advertising and partnership information:
Tel: 0207 1932 428

For Masterclass enquiries:
Tel: +44 20 86385584

Customer Experience Magazine Limited
Company number: 12450532
International House, 24 Holborn Viaduct,
United Kingdom, London, England, EC1A 2BN


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