Agenda

CX MASTERCLASS: Taking CX to the Next Level

If you want to validate your knowledge, learn new things, or just be inspired to keep putting customers and employees at the forefront of your organisations thinking, a day with Ian Golding will do just that and more.

Having spent 17 years working inside companies and 8 years since as an independent consultant, Ian knows exactly what it feels like to try to transform the way companies think. Sharing examples and stories from 44 countries and multiple industries, you will leave at the end of the day with a mind full of ideas and energy that you will want to action immediately!

Day 1

    1. Welcome

 

    1. Introductions and expectations

 

  1. The role of the Customer Experience Professional
    • Leading the customer agenda
    • Influencing with credibility
    • CXPA’s Competencies for the CCXP accreditation
  2. CX as a tool for transformation
    • Evolution of the organisation’s CX maturity
    • Why it’s important
    • Commercial benefits of CX
  3. Customer Strategy
    • Customer strategy examples
    • Customer Experience frameworks
    • Evaluating your customer strategy
  4. Who are your customers?
    • Creating customer personas
    • Using personas to influence
  5. Customer empathy
    • What is empathy and why is it important?
    • How to think like your customers think
    • The role of storytelling
  6. Organisational Purpose/Proposition
    • What is it and why is it important?
    • Being clear about the brand promise
    • What makes a brand proposition?
  7. Customer journey Management
    • Introduction to customer journey management
    • The principles of mapping customer journeys effectively
    • Keeping it simple and actionable
    • Prioritising the most important things
Day 2

    1. Day 1 Recap

 

  1. Level 1 Customer Journey Mapping
    • Stages to touchpoints
    • Demonstration of a simple, repeatable approach to journey mapping
  2. Customer Experience Measurement
    • Measurement principles
    • Aligning the voices of your customers, people and processes
    • Know what your priorities are
  3. Customer Experience Improvement
    • Driving demonstrable change
    • Cost Out – Experience In!
    • The importance of process improvement methodology – Lean
  4. Digital Customer Experience
    • UX is not CX
    • Aligning digital technology to the customer journey
    • Examples of good digital customer centric experiences
  5. Customer-centric culture
    • Characteristics of customer-centric organisations
    • What should customer-centric leaders be doing?
    • Employee experiences
  6. Action planning
    • For you personally and your organisation
    • A framework for managing what happens next
    • Keeping up the momentum