More about Ian


Ian Golding

CX Professional Masterclass


  • November 2020 – ONLINE SESSION
  • February 2021 – ONLINE SESSION
November 2020 – ONLINE SESSION

Monday 9th/10th November 2020
Regular price: £745.00
Early bird price: £595.00
(Early bird expires 9th October 2020)

11th November 2020 – CCXP Workshop
Regular price: £349.00
Early bird price: £249.00
(Early bird expires 9th October 2020)

February 2021 – ONLINE SESSION

Monday 1st/2nd February 2021
Regular price: £745.00
Early bird price: £595.00
(Early bird expires 24th December 2020)

3rd February 2021 – CCXP Workshop
Regular price: £349.00
Early bird price: £249.00
(Early bird expires 24th December 2020)

* All prices are excluding VAT

* 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

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.


ZOOM Online Platform for ONLINE SESSIONS

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

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

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 Advertising and Guest/Sponsored posts:

For Masterclass enquiries:
Tel: +44 20 86386491

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


Find a job in customer support with Jobsora


weight loss: weight loss food plan kathy najimy weight loss best dry cat food for weight loss chromium pills for weight loss weight loss richmond va walgreens alli diet pills weight loss pill for teenage girls nuvigil side effects weight loss healthy snacks for weight loss at night symplex f weight loss milk weight loss june honey boo boo weight loss 2016 vegan weight loss results weight loss pills with no exercise gabriel iglesias weight loss 2019 jadera weight loss pills for sale total gym workouts for weight loss oleanolic acid weight loss tapeworms for sale for weight loss yoga for quick weight loss mehrbod extreme weight loss pschology of weight loss weight loss spa vacation salt weight loss is kiwi good for weight loss free weight loss pills no credit card leptin pills for weight loss does sertraline cause weight loss diet pills from walmart shark tank diet pills keto buy qsymia diet pills online weight loss without dieting fastin diet pills walmart diet for menopause weight loss two day diet pills japanese 3 day diet for weight loss diet vitamin pills new directions weight loss shakes quick weight loss center kansas city bcaa weight loss reviews fat burner supplements most effective otc weight loss pills

male enhancement: erection exercises lion bakala effexor libido viril x where to buy what age do men lose their sex drive how to get pills out of your system revving girl side effect of sildenafil levitra reviews blue pill reddit benefits of viagra 6 inch penis best vasodilator supplement what does an erection look like bed and ed rx side effects natural ed remedies that work exercises to make dick bigger hold my dick free trial sex vacuum pump cock legitimate pharmacy hard flaccid penis help with sex drive extenze ingridients is viagra covered by medicaid sex outfits for men erectile dysfunction gel footlong penis reddit pro ed penis size for teenagers asian dick size cheapest generic viagra prices online slang drugs names lacking define blood pressure medication ed test 400 reviews the blue pill for men penis enlargement diet zma amazon 3d male enhancement maximum pills

vape: how to fill a vape pen how to get vape juice out of clothes exotic carts vape pen aspire vape price select vape pen battery world of vapor ry4 vape juice how to prime a voopoo panda pod dual coil vape pen proper vape co american vape mod best rda coil vaping ohms automatic e cigarette vicks vapor rub flat stomach vape pen for beginners halloween vape juice zeus sub e cigarette health risks fda best vape cartridges 2019 vaping worse than cigarettes nautilus x coil snopes vaping uk vape store smok baby beast leaking vape stores open near me best tobacco nic salt uwell missing crown key smok mag grip manual smok koopor plus uwell crown 5 coils joyetech aio manual uwell crown 2 tank stainless smok alien 220w tfv8 deoes uwell clean their tanks vape online voopoo u2 freemax coils tarot nano vape phthalo voopoo e cigarette no nicotine health voopoo drag custom display unny how to steep your vape juice

cbd oil: plus cbd gummies lidtke cbd gold reviews best organic cbd oil how to promote cbd cbd american shaman get you high cannabis regulations kannaway cbd reviews complete relief cbd does cbd cure cancer can i take cbd oil with gabapentin cbd kidney nate diaz cbd oil hempture cbd oil pure cbd crystals side effects from cbd is cbd tested on drug tests does cbd help fibromyalgia marijuana oil effects klonopin and weed what does main stand for cbd for scalp psoriasis hold my juice box apothecary cbd oil rsho cbd oil clothing alterations auckland cbd active 8 cbd eur j biochem what does cbd tincture do body that i used to know cbd companies with coa cbd research publications know of extract medical definition cbd tincture brands new england peptide salary audioquest dragonfly best cbd oil for arthritis pain brain balance reviews 2018 hemptation cbd oil user chart cbd plus near me using cbd oil for joint pain death from cbd oil