Benelux CX Masterclass


  • May 2020 – ONLINE SESSION
  • June 2020 – ONLINE SESSION

Monday 14th/15th May 2020 (CET)
Regular price: €699.00
Early bird price: €499.00
(Early bird expires 1st May 2020)


Monday 25th/26th June 2020 (CET)
Regular price: €699.00
Early bird price: €499.00
(Early bird expires 10th June 2020)

* All prices are excluding VAT

Designed By

Based on Ian Golding framework and training

Marleen van Wijk CCXP
With 17,5 years of international experience in customer experience, marketing and manager roles, Marleen van Wijk, CCXP, helps companies to build, improve and drive customer strategies. She helps companies in Travel, Banking and Logistics, to better connect to customers by using an integrated approach that is based on years of practical experience. Marleen is a passionate CX believer, an energetic trainer and communicator, hands-on and challenging organizations to create a fact-based customer centric culture. Within the CX work field, Marleen has a predilection for CX measurement. Worked for Canon Europe, KPN, market research agency Ipsos and PostNL. Marleen is CCXP.

Gayana Helder CCXP
Passionate about driving Customer Experience and helping companies to become customer centric by putting employees and customers first, driving cultural change, mapping and continuously optimizing customer journeys. Proven track record in building and leading teams. Driving organizational improvement processes and leading companywide change programs such as CX, employee engagement, customer centric behaviour, NPS, sales performance management, transformation. A trusted advisor to C-level. Reporting into CEO. Worked for DELL, DTG and ClientLogic. Gayana is CCXP.


ZOOM Online Platform for ONLINE SESSIONS


One of the ways to learn more about customer experience is to follow our 2-day CX Masterclass in the Dutch language. The masterclass is designed for those wishing to develop their understanding of best practice disciplines, tools and frameworks being used successfully in Customer Experience around the globe. Marleen and Gayana are trained to give this training by Ian Golding, well known worldwide for his great achievements in CX as well as his book -Customer What? The honest and practical guide to customer experience.

The programmes are developed to do two things: firstly, to give you the skills, knowledge and confidence to lead a successful customer agenda in your own business; and secondly to deepen your understanding of the key CX competencies, also needed to pass the CCXP exam. 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.

CX Masterclass:

  • Will help develop all delegates knowledge on Customer Experience
  • Have practical and interactive tasks throughout the two days
  • Have practical examples on how to improve your business
  • Provide extensive guidance on how to succeed with the CCXP Certification Process and exam
  • Will teach you about 6 key CX competencies

Masterclass Agenda

Day 1

  1. Introduction & expectations
  2. The role of CX Professional
  3. CX Frameworks
  4. CX Strategy
  5. Customer and Employee Personas
  6. Customer Journey Management

Day 2
Day 1 recap

  1. Measuring the Customer Journey
  2. CX Improvement and Design
  3. Creating a Customer Centric Culture
  4. The Customer Experience ‘Final Challenge’!

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.



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


Find a job in customer support with Jobsora