[bt_section][bt_row][bt_column width=”1/4″][bt_image image=”24597″ caption_text=”” caption_title=”More about Ian” show_titles=”no” size=”boldthemes_small_square” shape=”square” hover_type=”btDefaultHoverType” url=”/ian-golding/” target=”_blank” el_class=”” el_style=””][/bt_image][bt_hr top_spaced=”not-spaced” bottom_spaced=”bottomExtraSmallSpaced” transparent_border=”noBorder” el_class=”” el_style=””][/bt_hr][bt_button text=”MORE ABOUT IAN” icon=”fa_f105″ url=”/ian-golding/” target=”no_target” style=”Outline” icon_position=”Right” color=”Accent” size=”Medium” width=”Normal” el_class=”” el_style=”max-width: 300px;clear:both;”][/bt_button][bt_hr top_spaced=”not-spaced” bottom_spaced=”bottomExtraSmallSpaced” transparent_border=”noBorder” el_class=”” el_style=””][/bt_hr][bt_header superheadline=”Ian Golding” headline=”” headline_size=”large” headline_style=”regular” dash=”bottom” subheadline=”CCXP” el_class=”” el_style=””][/bt_header][/bt_column][bt_column width=”3/4″][bt_header superheadline=”” headline=”CX Professional Masterclass ” headline_size=”medium” headline_style=”regular” dash=”bottom” subheadline=”” el_class=”” el_style=””][/bt_header][bt_hr top_spaced=”topExtraSmallSpaced” bottom_spaced=”bottomExtraSmallSpaced” transparent_border=”noBorder” el_class=”” el_style=””][/bt_hr][bt_header superheadline=”” headline=”Dates” headline_size=”small” headline_style=”regular” dash=”no” subheadline=”” el_class=”” el_style=””][/bt_header][bt_accordion][bt_accordion_items headline=”November 2020 – ONLINE SESSION”][bt_row_inner][bt_column_inner width=”2/3″ align=”left” cell_padding=”default” vertical_align=”inherit” highlight=”no_highlight” animation=”no_animation” background_color=”” opacity=”” el_class=”” el_style=””][bt_text]

Monday 9th/10th November 2020
[woocommerce_price id=’29692′]
(Early bird expires 9th October 2020)

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Book now

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11th November 2020 – CCXP Workshop
[woocommerce_price id=’32642′]
(Early bird expires 9th October 2020)

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Book now

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Monday 1st/2nd February 2021
[woocommerce_price id=’33359′]
(Early bird expires 24th December 2020)

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Book now

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3rd February 2021 – CCXP Workshop
[woocommerce_price id=’33360′]
(Early bird expires 24th December 2020)

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Book now

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* All prices are excluding VAT

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* opportunity to organise in-house training for your team

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“Super responsive staff, amazing experience and

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

Akos Tolnai,
AbilityMatrix, CEO

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“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

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“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

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“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

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“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

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“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

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“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

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“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

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“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

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“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

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“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

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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.

[/bt_text][bt_hr top_spaced=”topExtraSmallSpaced” bottom_spaced=”bottomExtraSmallSpaced” transparent_border=”noBorder” el_class=”” el_style=””][/bt_hr][bt_row_inner][bt_column_inner width=”1/1″][bt_header superheadline=”” headline=”Venue” headline_size=”small” headline_style=”regular” dash=”no” subheadline=”” el_class=”” el_style=””][/bt_header][bt_hr top_spaced=”topExtraSmallSpaced” bottom_spaced=”bottomExtraSmallSpaced” transparent_border=”noBorder” el_class=”” el_style=””][/bt_hr][bt_header superheadline=”ZOOM Online Platform for ONLINE SESSIONS” headline=”” headline_size=”medium” headline_style=”regular” dash=”no” subheadline=”” el_class=”” el_style=””][/bt_header][/bt_column_inner][/bt_row_inner][bt_hr top_spaced=”topExtraSmallSpaced” bottom_spaced=”bottomMediumSpaced” transparent_border=”noBorder” el_class=”” el_style=””][/bt_hr][bt_header superheadline=”” headline=”Target Audience” headline_size=”small” headline_style=”regular” dash=”no” subheadline=”” el_class=”” el_style=””][/bt_header][bt_text]

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)

[/bt_text][bt_hr top_spaced=”topExtraSmallSpaced” bottom_spaced=”bottomExtraSmallSpaced” transparent_border=”noBorder” el_class=”” el_style=””][/bt_hr][bt_header superheadline=”” headline=”Masterclass Agenda” headline_size=”small” headline_style=”regular” dash=”no” subheadline=”” el_class=”” el_style=””][/bt_header][bt_hr top_spaced=”topExtraSmallSpaced” bottom_spaced=”bottomExtraSmallSpaced” transparent_border=”noBorder” el_class=”” el_style=””][/bt_hr][bt_header superheadline=”Day 1″ headline=”” headline_size=”medium” headline_style=”regular” dash=”top” subheadline=”” el_class=”” el_style=””][/bt_header][bt_text]

  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

[/bt_text][bt_hr top_spaced=”topExtraSmallSpaced” bottom_spaced=”bottomExtraSmallSpaced” transparent_border=”noBorder” el_class=”” el_style=””][/bt_hr][bt_header superheadline=”Day 2″ headline=”” headline_size=”medium” headline_style=”regular” dash=”top” subheadline=”” el_class=”” el_style=””][/bt_header][bt_text]

  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

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Please note that all delegates will receive a digital certificate of attendance which they can upload on their LinkedIn profile.

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