CX MASTERCLASS

CX Masterclass is a full-day event for CX professionals who want to understand what it takes to create great customer experiences that turn your business into a profit-making engine, as well as a pleasure to your customers. You are also welcome to join us on a VIP Brunch on the second day, and for the first time in Finland, you have the opportunity to get your CCXP certificate. 

Register

Date and time

7. & 8.5.2019

Place

Scandic Park, Helsinki

                     CXPA Finland         

                     

         

 

Partner with us

Ian Golding
Global Customer Experience Specialist

Ian Golding

Global Customer Experience Specialist

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.

Sirte Pihlaja
CEO, Founder at Shirute

Sirte Pihlaja

Customer Experience Optimiser, CCXP, Trained LEGO® SERIOUS PLAY® Facilitator

Sirte Pihlaja (Certified Customer Experience Professional) is the founder and CEO of Shirute, the first Customer Experience Agency in Finland. She heads the activities of Customer Experience Professionals Association (CXPA) in Finland (www.cxpa.fi). 

Sirte is a CX expert with solid coaching skills, who has been internationally recognized for her thought leadership in the field. For almost 25 years, she has advised businesses around the globe in strategy, experience design, sales and brand development to differentiate their brands by radically improving their CX. Sirte is a sought-after designer, speaker and facilitator, who advises large international and domestic companies in different industries (e.g. Elisa, Arabia, Fiskars, Hackman, Iittala, Marimekko, Nokia, Nordea, Rovio, Sanoma, S-Group, TeliaSonera, Tikkurila, Veikkaus, VR and YLE Finnish Broadcasting Company).

She is a sought-after coach, keynote speaker, chairperson and blog writer, who is a familiar face in international influencer seminars.

Sirte produces creative solutions to revolutionize customer experiences, and helps her clients in creating memorable, profitable customer experiences through CX optimisation, research, measurement and design, voice of customer and reputation management, data-driven business and transforming businesses through service design and digitalisation. She guides decision makers in developing their customer understanding, and is known for transforming customer insight into actionable results quickly and cost-effectively. Previously, she worked as a business manager, senior strategist and service design lead at Accenture, Tieto and Fjord, as well as over 10 years in international media.

Agenda

DAY 1: Customer Experience Fundamentals

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 7 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 38 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!

  • Welcome, Introductions and expectations
  • The CX Profession
  • Best practice CX theory
  • Customer Experience Strategy
  • Thinking Like a Customer
  • Creating a Customer Centric Culture

DAY 2: Customer Experience Leadership

Transforming an organisation to become sustainably customer centric requires good, focused leadership. It requires leaders to understand what it takes to be customer centric. It requires leaders to have the ability to ’hold the mirror up to themselves’ so they can identify opportunities to grow. It also requires a leader to understand the science that sits behind the term ’customer experience’.

Any leader who aspires to drive a more customer centric business must have an understanding of the competencies and capabilities required. Find out what they are and how to be a customer centric leader in this engaging and interactive session.

  • What does it take to be a genuinely customer centric leader?
  • The importance of driving the intentional customer experience
  • CX competencies all leaders need to understand
  • The CCXP Accreditation – an explanation of the science behind the qualification and what is required to become a CCXP (examination is subject to an extra fee)

BLOGS

CX Masterclass 2017 Comments

Pricing

You can choose to either buy online directly via bank or credit card, or register. Select the option to register, if you need us to send you a bill.

Startup

Only for startups
Save 25%
890€ + VAT

The price includes the attendance fee as well as breakfast, lunch and coffee breaks. The pricing is available only for startups as long as there are available seats. Register now to be sure to get in on the groove!

USE THIS OPTION IF YOU NEED US TO SEND YOU A BILL.

Late arrival

From March 11th
Full price
1190€ + VAT

Hurry up! It’s almost d-day! The price includes the attendance fee as well as breakfast, lunch and coffee breaks. If there are several people from your organisation who wish to participate, please contact us!

USE THIS OPTION IF YOU NEED US TO SEND YOU A BILL.

Register

Seats are limited
VIP Brunch
590€ + VAT

VIP BrunchWant to get the special treatment? Join us for a VIP Brunch!

You are also welcome to join us for a presentation with Ian Golding followed by a discussion over brunch. The theme is ”Customer Experience Leadership”.  

Please note that seats are limited for this occasion.

For the first time in Finland, you can also take the CCXP certification test. Please let us know if you are interested!

USE THIS OPTION IF YOU NEED US TO SEND YOU A BILL.

Buy online

Only for startups
Save 25%
890€ + VAT

Buy online

From March 11th
Late arrival
1190€ + VAT

Buy online

Seats are limited
VIP Brunch
590€ + VAT

VIP Brunch

VIP BRUNCH

May 8th at 10 AM-12 PM

You are also welcome to join us for a presentation with Ian Golding, followed by a discussion over brunch. The theme is “Customer Experience Leadership”. Please note that seats are limited for this occasion. 

For the first time in Finland, you can also take the CCXP certification test. Please let us know if you are interested!

Register

GET YOUR CCXP

This is your chance to get your Certified Customer Experience Professional certification!

During CX Masterclass, we are planning to provide the unique opportunity to get your CCXP certificate in Finland by organising a session supervised by the CXPA organisation. If you are interested in participating, please let us know and familiarise yourself with the CCXP requirements before applying. The test session will be organised only if there are enough people attending.

Additional information on how to apply for accreditation can be found online on CXPA global website.

Register interest   Read more

CUSTOMER WHAT?

Ian Golding’s newest book, “Customer What” is a practical guide on how to execute business purpose successfully over multiple channels to make a brand stand out. It is a guide to creating and sustaining the focus on customer experience to create value in the long term. Customer What? is part practice handbook, part novel and part therapy. 

This book is divided into four sections – each contains an overview of what needs doing; a set of practical activities and approaches to help you do it; and a story or two to illuminate your path.

The fundamentals – essentials for success
Culture – connecting people to the strategy, and creating the right conditions for action
Making it happen – tools and tactics for delivering the strategy
Sustaining – continuously advocating for change

Order your copy when you register and get it signed by Ian Golding!

Register   See book

Register

Sirte Pihlaja
CUSTOMER EXPERIENCE
EXPERT SERVICES AND TRAININGS
Sirte Pihlaja
CEO, CCXP
TRAINED LEGO® SERIOUS PLAY® FACILITATOR
+358 50 5700 190
  • Sales

    sales (at) shirute.com
  • Other inquiries

    sales (at) shirute.com

You can request for additional information and register to our CX event(s) by sending your contact information through this form. Please let us know beforehand, if you have any special dietary requests.







Date: 7.5.2019 (1 day)
Venue: Scandic Park, Helsinki

Date: 8.5.2019 (brunch)
Venue: Scandic Park, Helsinki

Date: 8.5.2019
Venue: Scandic Park, Helsinki

We will charge 50 % of the registration fee for cancellations made up to two weeks (14 days) after the registration. For cancellations received after 14 days from registration and in case of no-show the registration fee will not be refunded. If you cannot attend yourself, you may transfer the registration to another person working in the same organisation. Cancellation fee will also be charged in case of illness. Shirute Ltd reserves the right to cancel the event, if there are not enough attendees. Shirute Ltd is not responsible for any costs incurred by the cancellation of the event.

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