“Super responsive staff, amazing experience and Ian’s knowledge on the topic is beyond imagination.”
Akos Tolnai, CEO
Ian Golding's CX Framework
How can you succeed as a customer experience professional? What are the skills that you need to master? What should you know about CX competencies?
If you want to learn more about these, and other pressing topics around customer experience, Ian Golding's CX Framework is definitely a workshop for you.
This workshop will give you invaluable insights into the latest CX practices, as well as tools, techniques and methodologies used by successful organisations around the globe.
*Prior to attendance, all delegates will receive a questionnaire about their current understanding of customer experience. The questionnaire should be sent back before the workshop.
Who is Ian?
As a renowned CX consultant and speaker, Ian has worked around the world in industries ranging from telecoms and pharmaceuticals, to manufacturing, logistics, financial services, and more. So far, Ian has published over three hundred articles on the subject of CX and acted as a keynote speaker at numerous industry events worldwide, to great acclaim.
He served on the inaugural Board of Directors of the Customer Experience Professionals Association (CXPA), of which he was a founder member. Ian was also the first person in the world to be authorised by the CXPA to teach the Certified Customer Experience Professional (CCXP) accreditation.
What can you expect at the workshop?
- All core CX competencies, including CX Strategy and brand proposition
- The role of employees in delivering the strategy
- CX measurement (VOC, VOE and VOP)
- Customer journey mapping
- CX improvement and CX Culture
If you want to broaden your understanding of customer experience, validate your existing knowledge, and stay at the forefront of the CX landscape, this is where you need to be.
“I enjoyed the course. It reinforced in some areas, but a lot of day 2 was new content and very engaging. Day 2 was very strong, both in content and in delivery. I think it is preferable to have both facilitators on both days as their styles are very different and a balance of the two on both days would be perfect. Content on day 2 was exactly what I needed.”
Unette Spencer, Principal Consultant
Online CCXP Exam Preparation Workshop
Are you planning to become a Certified Customer Experience Professional(CXPA)? Do you want professional recognition for the work you're doing in CX?
This one-day CCXP Exam Preparation Workshop is your best possible preparation for your upcoming CCXP accreditation.
Why should you attend?
Each exam re-sit or re-application carries with itself a cost. Attending this workshop can reduce your likelihood of re-applying, which will take the stress out of your CCXP application process!
CX Masterclass is proud to be working with Ian Golding, who was the first person in the world to be authorised by the CXPA to teach the CCXP accreditation and has mentored approximately a quarter of all CCXPs globally to date!
Accreditation is provided by the Customer Experience Professionals Association (CXPA)
Anyone with a bachelor’s degree and three years of full-time CX-specific work experience is eligible to start the application process for the CCXP Exam. An alternate pathway to eligibility is a high school diploma (or equivalent) and five years of full-time CX-specific work experience. Test your eligibility.
Delegates wishing to take the CCXP exam after the CCXP Exam Preparation Workshop Masterclass on the same day, firstly must have their applications accepted and approved.
The application process is detailed here http://www.ccxp.org/ and must be done before sitting the exam. If you are interested in sitting the exam later in the year at some of the UK CXPA test centres, you will be asked to schedule the exam electronically at a time to suit you.
The CCXP Exam is organised by the CXPA and the costs of applying for the Exam are paid separately to the CXPA. All the information about exam fees can be found on the CCXP - http://www.ccxp.org/application/fees/.
“I want to thank you for your inspirational delivery at the CX Masterclass. I took it as a given that you deliver CX training when I signed up, but what you also delivered was passion. I’m excited about what this means for me and the next steps in my Customer Experience journey, and I hope to work with you at some point in the future.”
Jenny Brightmore, E-commerce Investigations Manager
The Steps to Certification
- Application, assessment and acceptance
- Register for the exam and successfully sit it
- Using CCXP credentials and continual development
CCXP Exam Preparation Workshop Masterclass includes
- Understanding 6 CXPA’s six competencies – the exam specifically tests this knowledge
- How best to approach the CCXP accreditation assessment
- The CCXP exam methodology
- A review of sample questions for each competency
- CX Continuing Professional Development beyond the CCXP accreditation
- How to apply for the exam (if you have already applied for the CCXP Exam, the workshop will still be of undoubted importance)