CUSTOMER EXPERIENCE MASTERCLASS

Learn how to create and manage a successful CX Program for your company

2 days Masterclass and workshop

For the first time, World renowned CX Blogger and Author Ian Golding, CCXP will be delivering his critically acclaimed Masterclass in Berlin with Customer Experience Specialist, Matthieu Bonelli.

20 & 21 May 2020, Berlin

THE MASTERCLASS

Designed by Ian Golding, 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. The two day CX 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.

Outcomes of the Customer
Experience 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
  • The programme is 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.
  • All course delegates will be given case studies, exercises and stories that bring to life the skills needed to succeed as a CX professional.

AGENDA

Preparation Meeting before the workshop

The aim is to gather as much information from each company in order to personalise the workshop and increase the value given

What do you expect from this Masterclass?

What are your main challenges?

How Customer Centric would you say your company is today and why?

What are the major constraints blocking your company for becoming truly customer centric?

Other Specific Questions such as Have you already created a Customer Journey Map?, etc.

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 accrediatation

3. CX AS A TOOL FOR TRANSFORMATION
• Evolution of the organisation’s CX maturity
• Why it’s important
• Commercial benefits of CX

4. CUSTOMER STRATEGY
• 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

0. INTRODUCTION TO THE PRACTICAL WORKSHOP

1. CUSTOMER JOURNEY MANAGEMENT

2. CUSTOMER PERCEPTION

3. ASKING FOR FEEDBACK ALONG THE CUSTOMER JOURNEY

4. MEASURING THE PERFORMANCE OF YOUR CUSTOMER JOURNEY

5. SHARING INSIGHTS AND ENGAGING ALL TEAMS

6. RECAP

• Recap of steps, next steps (prioritisation, implementation, etc…), Homework

Homework and follow-up meeting after the workshop

Checklist for the Homework will be given

The homework is to go again through the day 2 workshop content and complete each step

Set-up a 1-2 hours video meeting with Matthieu

Send the work ahead of the meeting

Discussion of content and sharing of feedback to establish the next steps

THE TRAINERS

Ian Golding, CCXP
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 worked across multiple industries including retail, financial services, logistics, telecoms and pharmaceuticals and has deployed Customer Experience tools and methodologies all over the world. Ian is one of the world’s most prolific CX Bloggers and the Author of one of the best selling CX books in ‘Customer What?’

Matthieu Bonelli
Matthieu is a passionate Customer Experience Specialist helping large European companies becoming more customer centric. Thanks to a strong focus in retail e-commerce, his coaching allows organisations to become autonomous in delivering best-in-class customer experiences to drive profit.

KEY INFORMATION

  • Venue: TBC
  • Date: 20th & 21st May 2020
  • Price: Early Bird – 15% off (Deadline 25th March)
    Full Price :

    3 Seats – €3500
    4 Seats – €4400
    5 Seats – €5000

CONTACT US

If you would like more information, please contact Laura Morton at laura@arcetglobal.com

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