Paul AinsworthPaul AinsworthJune 3, 2019
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The Customer Experience Professional Masterclass is taking place next month, and the deadline to take advantage of a special Early Bird discount offer is fast approaching.

The two-day Masterclass is led by Ian Golding, founder of the Customer Experience Consultancy, and author of Customer What? The honest and practical guide to customer experience. Ian will take participants on a journey of learning CX skills and strategies, with the use of relevant case studies and practical exercises.

Topics covered in this in-depth class include all core Customer Experience competencies, such as 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.

Ian Golding (third from right) pictured with attendees of the CX Professional Masterclass in April.

The Masterclass is taking place at the Business & Technology Centre in Stevenage on July 8 – 9, while for those keen to take the CCXP exam, a preparation workshop will be held at the same venue on July 10.

Those who book their place before June 10 can save £150 in attendance costs. For further details on any of the CXM Masterclasses, please email Antonija@cxm.co.uk.

Recent Masterclass attendees have praised the course and the newfound skills that will now help them on their career path.

Irina Mostovaya, Service Owner at cyber security firm F-Secure, said: “The true meaning behind ‘Customer Experience’ is often misunderstood. Ian’s Masterclass introduces valuable tools to create a functioning CX strategy and company culture, whether you are just starting out, or are further into your CX development. Real-life examples, together with 24 years of Ian’s practical experience, are the best reasons to attend the Masterclass and discover that the CX is not just an abbreviation, but a science ‘with a heart behind it’.”

Director at Serbian firm Skills D.O.O. said of the Masterclass: “It was above my expectations, which doesn’t happen often. I was absolutely impressed with Ian’s vast knowledge and experience, and would like him to be my mentor.”

Hope Grant, Customer Services Manager at DMG Events, described Ian’s teaching as “engaging and inspiring”, while Libbi Martin, Senior Marketing Manager at Shepherds Friendly Society, added: “It was a wonderful experience and I enjoyed meeting so many like-minded people.”

Further CX Professional Masterclass dates are scheduled for September and November.

 


Paul AinsworthPaul AinsworthMay 9, 2019
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4min761

Professionals from across the UK and further afield are continuing to develop their Customer Experience skills thanks to the guidance of renowned CX consultant and author Ian Golding at the CX Professional Masterclass.

The most recent two-day course took place in Stevenage on April 23 & 24th, with attendees joining Ian for an in-depth exploration of CX methods, case studies, and the development of a personal action plan that the delegates will bring back to their respective workplaces.

The Masterclass offers insight into building and delivering effective CX strategies, customer journey mapping, establishing a customer-centric culture, and adopting CX measurement techniques. Meanwhile, the following day saw delegates attend the one-day CCXP Exam Preparation Workshop, with many sitting the exam shortly afterwards thanks to the tuition of Ian, who was the first person in the world to gain authorisation by the CXPA to tutor for their accreditation.

As a result of this unique position, Ian – author of Customer What? The honest and practical guide to customer experience – has personally tutored around one quarter of the world’s CCXPs.

Meanwhile, following the Masterclass, attendees also joined Ian and CXM founder Neil Skehel for an evening at Stevenage’s Sal Thong restaurant for an evening of networking, fun, and of course, delicious Thai dishes.

CX Professional Masterclass attendees with Ian Golding (third from right)

Speaking of their experience, attendees praised the course and the newfound skills that will now help them on their career path.

Irina Mostovaya, Service Owner at cyber security firm F-Secure, said: “The true meaning behind ‘Customer Experience’ is often misunderstood. Ian’s Masterclass introduces valuable tools to create a functioning CX strategy and company culture, whether you are just starting out, or are further into your CX development. Real-life examples, together with 24 years of Ian’s practical experience, are the best reasons to attend the Masterclass and discover that the CX is not just an abbreviation, but a science ‘with a heart behind it’.”

Director at Serbian firm Skills D.O.O. said of the Masterclass: “It was above my expectations, which doesn’t happen often. I was absolutely impressed with Ian’s vast knowledge and experience, and would like him to be my mentor.”

Hope Grant, Customer Services Manager at DMG Events, described Ian’s teaching as “engaging and inspiring”, while Libbi Martin, Senior Marketing Manager at Shepherds Friendly Society, added: “It was a wonderful experience and I enjoyed meeting so many like-minded people.”

The next CX Professional Masterclass will take place in Stevenage on July 8 & 9th, with the CCXP Workshop taking place the following day, July 10th, with an opportunity to take the exam on the same day for those with their CCXP applications accepted and approved.

 

 

 

 

 


CXM Editorial TeamCXM Editorial TeamFebruary 8, 2019
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5min1284

The Customer Experience Professional Masterclass led by international CX consultant and author Ian Golding, is going from strength-to-strength in 2019 with more satisfied participants than ever.

The two-day class – which is followed by an opportunity to take the CCXP exam following a preparation workshop – sees participants learn the skills and knowledge needed to move a business towards full customer-centricity.

Featuring interactivity, discussions, case studies, and more, Ian, author of Customer What? The honest and practical guide to customer experience, is helping shape the CX landscape in the UK and beyond, empowering a new generation of professionals ready to put customer centricity at the heart of their organisations.

The recent February CX Masterclass was a huge success, and saw eager participants arrive in Stevenage from across the UK – and further afield – to engage.

Speaking of his experience, Ben Washburn, a CX Manager with legal software firm Hyperlaw, said: “I had a fantastic few days at the CX Masterclass. Customer Experience is such a crucial area of business that often doesn’t get the attention it deserves. If deployed properly, it is key to any successful business.

“A huge thank you to Ian for the eye opening insight and all the other attendees for a thoroughly enjoyable two days.”

Mary Geoghegan, a Senior Global Customer Service Leader with the national College of Ireland, said: “I was very impressed with Ian’s delivery of training, his passion, and his support to go above and beyond with his mentoring. Having completed the class I feel re-energised, re-focused, and totally positive that this is the area of business I want to be in and one in which I can make a difference.”

Customer Experience Leader with Bupa Global, Dean Arcan, flew in from Copenhagen to take part and was thrilled to learn from Ian, who also applies his knowledge in judging panels for various CX awards events such as the UK Customer Experience Awards.

“Ian is one of the most inspirational leaders I’ve ever met,” he said.

“He is extremely knowledgeable, passionate, and humble. He is a true example of a leader with purpose and integrity, who is committed to adding value to people.

I feel as though this Masterclass has been a milestone event in my career. I’ve learned so much I’m almost bursting with enthusiasm – even more than usual!

“Under Ian’s guidance I know I will be able to channel this a lot more effectively going forward. Keep doing what you are doing Ian, you are changing lives!”

Meanwhile, Sophie Rugg, a Customer Insight specialist with Wakefield and District Housing, described the Masterclass as “hands down the best training I have ever attended.”

She continued: “Ian is an absolute CX expert and delivers the class with clarity and an infectious enthusiasm. He has an incredible knack for dealing with complex topics with simplicity. I have come away from the class glowing and buzzing with new ideas. I can’t recommend tit highly enough.”

The next CX Professional Masterclass will take place at the Business & Technology Centre in Stevenage on April 23-24, with the CCXP Exam Workshop on the 25th. Click here to register.

For all Masterclass queries, please contact Antonija at antonija@cxm.co.uk.

 




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