CX Professional Masterclass February 2019

SKU: cxpm-feb-2019

£745.00 + VAT

Monday 4th February
Tuesday 5th February

End of Early Bird
5th January 2019

Out of stock

Product Description

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

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.


Two days


£595 Early Bird + VAT
£745 + 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 (Monday 4th February)

  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 (Tuesday 5th February)

  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

    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 Masterclass enquiries:
    Tel: +44 20 86385584

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


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