Ian Golding CX Framework
Ian Golding, world 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.
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.
Who should attend:
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)
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.
1. Introductions and expectations
2. The role of the Customer Experience Professional
3. Customer Strategy
4. Brand Proposition
1. Customer-centric culture
2. Who are your customers?
3. Customer empathy
4. Customer journey mapping
6. Action planning
Global Customer Experience Specialist and Certified Customer Experience Professional (CCXP)
Jenny Brightmore E-commerce Investigations Manager
Vanessa Milan Voice of the Customer
Akos Tolnai CEO
Unette Spencer Principal Consultant