One of the ways to help companies to improve customer centricity is to provide a two day CX Masterclass to their employees. 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. Basis of the training is the CXPA approved framework of CX specialist Ian Golding (see below for more about Ian). Well known worldwide for his great achievements in CX as well as his book -Customer What? The honest and practical guide to customer experience-. Marleen and Gayana are trained to give this training by Ian himself and still collaborate closely.
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 CXPA process and six competencies 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 Professional Masterclass:·
Will help develop all delegates knowledge on Customer Experience
Have practical and interactive tasks throughout the two days
Are certified by the Customer Experience Professionals Association
Ian was the first in the world to be certified to deliver training for the Certified Customer Experience Professional qualification
Have practical examples on how to improve your business
Provide extensive guidance on how to succeed with the CCXP Certification Process
Will teach you about the 6 interdependent CXPA competencies
Help CX professionals get prepared for the final CCXP exam
Options The 2 day CX Masterclass comes in two versions: 1) in-house and 2) open registration. The first version is a masterclass based on the same framework but especially designed for your company with industry examples and according to specific company needs. The open course is accessible for people from different companies and backgrounds.
Both versions are in either English or Dutch. We prefer to work with a maximum of 16 participants.
Location and timing Location of the Masterclasses is Amsterdam Area. Starting time: 9AM-5PM on both days.
'Just Before Summer' edition - 11-12 July 2019
'Summer' edition - 29-30 August 2019
'Fall' edition - 10-11 October 2019
'Winter' edition - 28-29 November 2019
Inhouse masterclasses on request. Are you interested in joining in a weekend, please let us know!
Pricing Early Bird Per participant 850€ + VAT (sign up 2 months before start)
Basic Per participant 950€ + VAT
The price includes the 2 days attendance fee as well as lunch and coffee breaks. The pricing is available only for a limited time or as long as there are available seats.
Agenda The agenda of het Masterclass is the following:
DAY 1 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. CX as a tool for transformation · Evolution of the organisation’s CX maturity · Why it’s important · Commercial benefits of CX 4. CX as a tool for transformation · Customer strategy examples · Customer Experience frameworks · Evaluating your customer strategy 5. Brand Proposition · What is it and why is it important? · Being clear about the brand promise · What makes a brand proposition DAY 2 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 organization · A framework for managing what happens next · Keeping up the momentum
More about Ian Golding: Ian Golding is Customer Experience Specialist, Certified Customer Experience Professional and Certified Lean Six Sigma Master Black Belt. He has spent over twenty years in business improvement, working hard to ensure that the businesses he works for are as customer focused as possible. A highly influential freelance Customer Experience consultant, Ian advises leading companies on Customer Experience strategy, measurement, improvement and employee advocacy techniques and solutions. Ian has been working closely with Marleen and Gayana since 2018.