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CX Leadership
Masterclass

“Ian Golding - many thanks for an inspirational couple of days bringing Customer Experience to life - the magic ingredient for successful Business Transformation!”

Conor Duggan, Managing Partner, Pebble Business Transformation

The day before the International Customer Experience Awards Ceremony is an opportunity for you to learn the fundamental skills of customer experience leadership from Ian Golding, Awards Chairman and global CX expert.

On 17th November, CX or near-CX managers can discover what makes the UK a beacon of customer centricity in a rapidly changing business landscape and find out your role as a customer experience leader!


You will learn:

  • How customer experience is a tool for business transformation
  • Your role as a leader in delivering great customer experiences
  • Customer experience frameworks and maturity models
  • The ten competencies for an organisation to be sustainably customer centric
  • How to turn the results of your pre-course self-assessment into a practical plan

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Agenda

“Ian is a very credible trainer as he has served his time in the 'trenches' living out what he teaches. This isn't theory (like the sort you get from the usual management consultancies) but practical and pragmatic advice, that can and should be implemented to improve and sustain Customer Experience.”

Klynn Alibocus, Senior Platform Manager (Integrated Customer Engagement Team), Boehringer Ingelheim

Ian Golding, CCXP, Awards Chairman

Ian was the first to become a CCXP Authorised Resource & Training Partner. He has worked across multiple industries including retail, financial services, logistics, telecoms and pharmaceuticals, and has deployed Customer Experience tools and methodologies all over the world.

17th November 2021

Live Online

Finalists Price - EUR 499
Non Finalists Price - EUR 799


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Agenda

Agenda


All times in the agenda are Eastern Standard Time (EST).

10.00 Registration
10.30 - 12.15 1st Session
  • Welcome and context
  • Introductions & Expectations
  • Customer Experience as a tool for business transformation – global best practice theory encompassing: what good looks like; how long transformation takes; the challenges that need to be overcome
  • Your role as a leader in delivering great Customer Experiences – including a self-assessment of attributes that are necessary to align the entire organisation behind a 'customer first' strategy
12.15 - 12.45 Break
12.45 - 14.00 2nd Session
  • Introduction to Customer Experience Frameworks and Maturity Models – the structure and rigour required to intentionally manage the customer experience
  • Exploring the ten competencies required for an organisation to be sustainably customer centric – including a self-assessment exercise to determine where your organisation may be today
  • Introduction to selected competencies – based on the outcome of the self-assessment
  • Developing your plan – what happens next?