Paul AinsworthPaul AinsworthMay 9, 2019
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4min441

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 5, 2019
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3min713

Customer Experience professionals are preparing to gather in Dublin for the 2019 European Insight Exchange event.

Taking place in the Irish capital on March 13-14 at the Radisson Blu Royal Hotel, the conference is hosted by the CXPA and is one of Europe’s premier events for sharing best practise and highlighting skills in Customer Experience.

A fantastic networking opportunity, the European Insight Exchange features workshops, a thought leader panel, and unique ‘Show & Tell’ sessions with professionals revealing inspiring details of successful CX initiatives that you can adapt for your own organisation.

Also taking place will be ‘Unwound Sharing’ forum sessions that bring attendees together for brainstorming and to receive valuable feedback on ideas. Topics covered here will include: Implementing Customer Focused Change; Going Beyond Surveys – Other Methods for Gathering Perceptions and Insights; Aligning Culture, CX and EX; Developing an Experience-Centric Culture; Measuring Customer Emotion; and Articulating the Value of CX.

The event – the theme of which this year is ‘Where is the Human in CX? – will also provide an opportunity to sit the CCXP Exam for attendees who pay the fee by February 13.

A spokesperson for the event said: “CXPA Members designed their annual Insight Exchange events to be like no other conference. These events offered in both Europe and the United States are planned, organised and executed by member volunteers just like you.

“These events are meant to be intimate gatherings with opportunities for fearless sharing and chances to learn from people who are walking in your shoes. Whether or not you’re a member of the Customer Experience Professionals Association (CXPA), and no matter where you are on your CX journey, the 2019 European Insight Exchange is the perfect opportunity to expand your network and your knowledge with more than 150 Customer Experience professionals.”

Two additional free workshops with a value of €1,000 are also included for those who register. To find out more about registering for the event, click here.




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