Customer Experience Training

“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


  • Offer two different programme options to build your knowledge, confidence and credibility
  • Are validated by the Customer Experience Professionals Association
  • Are designed and delivered by two of only four trainers in the world authorised for the CXPA’s Certified Customer Experience Professional (CCXP) exam
  • Will help you understand the six specific but interdependent CXPA competencies and how they fit in the wider context of customer experience
  • Provide extensive guidance on how to succeed with the CCXP certification process
  • Help CX professionals prepare for the CCXP exam


Designed for…

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)

Topics include

TAll 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.


Two days


£495 Early Bird + VAT
£695 + VAT

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.

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. CX as a tool for transformation
    • Evolution of the organisation’s CX maturity
    • Why it’s important
    • Commercial benefits of CX
  4. Customer Strategy
    • Customer strategy examples
    • Customer Experience frameworks
    • Evaluating your customer strategy
  5. 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

Delegates will receive a PDF of the slide deck the day before so they can take notes in the days themselves.

Each day starts at 8:30am and finishes at 4:30pm.

Our events so far received 100% satisfaction ratings for content and value for money.


Designed for…

For those looking at professional recognition for the work they are doing in CX and have the ambition to become a Certified Customer Experience Professional (CCXP)

Topics include

The best possible preparation for CCXP accreditation:

  • Understanding 6 CXPA’s six competencies
  • How best to approach the CCXP accreditation assessment
  • The CCXP exam methodology
  • A review of sample questions for each competency
  • CX Continuing Professional Development beyond the CCXP accreditation


One day


£195 Early Bird + VAT
£295 + VAT

The one-day CCXP Exam Preparation Workshop Masterclass is essential if an aspiring CCXP wants to have the best preparation possible for CCXP accreditation.

Each exam re-sit or re-application carries a cost. Attending the workshop can reduce the likelihood of re-applying and make the whole process of becoming a CCXP more rewarding.

CX Masterclass is proud to be working with Ian Golding, who was the first person in the world to be authorised by the CXPA to teach the CCXP accreditation and has mentored approximately a quarter of all CCXPs globally to date!

Designed for those who are looking at professional recognition for the work they are doing in CX, want to continue moving up on this path and become a Certified Customer Experience Professional CCXP

Accreditation is provided by the Customer Experience Professionals Association (CXPA)


Anyone with a bachelor’s degree and three years of full-time CX-specific work experience is eligible to start the application process for the CCXP Exam. An alternate pathway to eligibility is a high school diploma (or equivalent) and five years of full-time CX-specific work experience. Test your eligibility.

IMPORTANT NOTEYou have the opportunity to take the CCXP Exam straight after the CCXP Exam Preparation Workshop Masterclass in Stevenage and do both all at once. You just need to look at our schedule and chose the best date for you.

Delegates wishing to take the CCXP exam after the CCXP Exam Preparation Workshop Masterclass on the same day, firstly must have their applications accepted and approved. The application process is detailed here and must be done before the date. If you are interested to sit the Exam later in the year at some of the UK CXPA test centres, you will be asked to schedule the Exam electronically at a time to suit you as well.

The Steps to Certification

  1. Application, assessment and acceptance
  2. Register for the exam and successfully sit it
  3. Using CCXP credentials and continual development


CCXP Exam  Preparation Workshop Masterclass includes

  • Understanding 6 CXPA’s six competencies – the exam specifically tests this knowledge
  • How best to approach the CCXP accreditation assessment
  • The CCXP exam methodology
  • A review of sample questions for each competency
  • CX Continuing Professional Development beyond the CCXP accreditation
  • How to apply for the exam (if you have already applied for the CCXP Exam, the workshop will still be of the undoubtedly importance)

Exam fees

The CCXP certification costs of $645 are paid separately to CXPA. CXPA members receive a $150 discount on certification and pay only $495.

CX Workshop for CCXP Exam fees

The workshop price is £295 + VAT and £195 + VAT for the Early Bird rate. Catch the Early Bird rate for the workshop and save £100. Check the calendar to see the Early Bird deadlines.

Check out the CX Professional Masterclass, too Depending on your needs and preferences but also stage in the field of customer experience, you can attend the CX Professional Masterclass prior to the CCXP Exam Preparation Workshop Masterclass for optimal preparation. The dates are in a row per each training CX Masterclass season.


Why only Ian Golding can deliver this training?

We are very proud to be working with Ian and we are sure that you have had a chance to hear of him before. If not, then you are definitely privileged as you could have a chance to work with the world-renowned CX trainer. Ian was the first person in the world to be authorised by the CXPA to teach the CCXP accreditation and has mentored approximately a quarter of all CCXPs globally to date. That’s just one of the reasons why he is on the UK Board of Ambassadors for the CXPA.

A highly influential freelance Customer Experience consultant, Ian advises leading companies on Customer Experience strategy, measurement, improvement and employee advocacy techniques and solutions. He has worked across multiple industries including retail, financial services, logistics, telecoms and pharmaceuticals and has deployed Customer Experience tools and methodologies all over the world.

Ian is an internationally renowned speaker and blogger on the subject of customer experience who served on the inaugural board of Directors of the CXPA (Customer Experience Professionals Association). In 2014, Ian officially became a Certified Customer Experience Professional, currently being on the UK Board of Ambassadors for the CXPA.

In August 2015, Ian became the first person to become an Authorised Resource and Training Provider for the CCXP accreditation. CCXP designation is for practitioners who want to be recognized for their expertise and skills while defining standards and best practices for the industry. It is the first global professional qualification for Customer Experience.Providing training and mentoring for obtaining CCXP accreditation, Ian has helped professionals in the US, Europe, Asia and Pacific regions become CCXPs. And now, through this programme, he is available for professionals in the UK as well.Ian is also an annual member of the judging panels at the UK Digital Experience Awards, UK Customer Experience Awards, and the Customer Service Training Awards and is an Advisor and featured columnist for CustomerThink, a global online community of 80,000+ business leaders.

In-House Training: Make Everyone from Your Team a CX Professional!

Would you like to work with an entire team of Customer Experience Professionals?

What if we told you that you could do just that without hiring one single new person?

If you wish to boost your company’s success and back your business up with an army of satisfied customers, Ian Golding’s in-house training is just what your company needs.

Ian is world renowned Customer Experience Specialist and consultant who advises leading companies on Customer Experience strategy, improvement and employee advocacy techniques and solutions.

In-house training offers both employers and employees a whole new set of advantages compared to sending a couple of people from your team to external training. The entire training process happens much more naturally in the familiar environment and enables your employees to improve their skills without going out of their way.

If you would like to see your team grow to a truly professional level, don’t give it a second thought – Ian can help you boost your company’s performance as he did for many other leading companies across multiple industries.

To learn more about Ian’s in-house training or book one for your company, please call +442071937483 or send an email to


Business and Technology Centre Stevenage (BTC)

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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.



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