Date and time
7. & 8.5.2020 (2 days)
Place
Online session
Our CX Masterclass takes customer experience to the next level – from managing to innovating the experience. This time the event, CX Masterclass with Ian Golding, is based on his book, ‘Customer What?’, and explores the hows and whys of strategy, culture and leadership in relation to customer experience management.
PRAISE FROM CX MASTERCLASS ATTENDEES
“Great speaker, right on the painpoints of CX : )”
– CX Masterclass participant
”Excellent experience! Gamification, storytelling, wonderful Ian, joined to the fanclub”
– CX Masterclass participant
“Thanks for today. Ian was as always super inspirational. All other program bits were ok too. Arrangements, food etc excellent. Well done!”
– CX Masterclass participant
“Wonderful day, nice venue and inspiring discussions! Thank you for organising this and I will be eagerly waiting for the next CX Masterclass day.”
– CX Masterclass participant
”Thank you for a great day! It was very inspiring and I learned a lot. The example cases and videos were brilliant. Our guest experience was surprising and team work also a lot of fun : )”
– CX Masterclass participant
”A big thank you, the day went past very fast. A lot of good and also familiar content. The next step could be to workshop more with the participating organisations around these topics. The tasks were nice, although I did not have time to really give my best to all of them : )”
– CX Masterclass participant
”Very well organised, nice atmosphere, Ian is a great speaker and inspiring. We learned quite a lot of technologies in such a short day.”
– CX Masterclass participant
“The presenters were very good and there was a good amount of professional content. The tasks were nice! I could have used more breaks to relax my brain, there was so much to learn. All in all, a very succesful event.”
– CX Masterclass participant
“Thank you, Ian is very warm-hearted and nice person and it was very nice to listen to him. Many thanks to Sirte and the whole Shirute team! Good food, also in the afternoon+ oatly milk : )”
– CX Masterclass participant
Workshop Leaders
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.
CEO, Founder at Shirute
Sirte Pihlaja
Customer Experience Optimiser, CCXP, Trained LEGO® SERIOUS PLAY® Facilitator
Sirte Pihlaja (Certified Customer Experience Professional, Trained LEGO(R) Serious Play(R) Facilitator) 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 over 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, keynote speaker, facilitator, blogger and chairperson, 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
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
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- Welcome
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- Introductions and expectations
- The role of the Customer Experience Professional
- Leading the customer agenda
- Influencing with credibility
- CXPA’s Competencies for the CCXP accreditation
- CX as a tool for transformation
- Evolution of the organisation’s CX maturity
- Why it’s important
- Commercial benefits of CX
- Customer Strategy
- Customer strategy examples
- Customer Experience frameworks
- Evaluating your customer strategy
- Who are your customers?
- Creating customer personas
- Using personas to influence
- Customer empathy
- What is empathy and why is it important?
- How to think like your customers think
- The role of storytelling
- Organisational Purpose/Proposition
- What is it and why is it important?
- Being clear about the brand promise
- What makes a brand proposition?
- 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
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- Day 1 Recap
- Level 1 Customer Journey Mapping
- Stages to touchpoints
- Demonstration of a simple, repeatable approach to journey mapping
- Customer Experience Measurement
- Measurement principles
- Aligning the voices of your customers, people and processes
- Know what your priorities are
- Customer Experience Improvement
- Driving demonstrable change
- Cost Out – Experience In!
- The importance of process improvement methodology – Lean
- Digital Customer Experience
- UX is not CX
- Aligning digital technology to the customer journey
- Examples of good digital customer centric experiences
- Customer-centric culture
- Characteristics of customer-centric organisations
- What should customer-centric leaders be doing?
- Employee experiences
- Action planning
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- For you personally and your organisation
- A framework for managing what happens next
- Keeping up the momentum
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!
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