Online Customer Experience Masterclass
As part of the run up to the North American Customer Centricity Awards and Conference we are running THE FIRST EVER Transatlantic CX Masterclass with Diane Magers, CCXP and Ian Golding, CCXP. Learn from 2 of the world’s leading minds in Customer Experience in an online interactive format.
June 22-23, 2020, ONLINE
Diane Magers, CCXP
Passionate experience transformation executive and change agent. Sherpa for new and developing experience obsessed organizations. Thought leader and innovator for ways of engaging associates, customers and partners. Believes sustainable change requires embedding customer and experience capabilities into all parts of an organization.
Skilled in creating CX business value and systematically changing organizations to align around experience and drive financial impact. She specializes in enabling brands with skills and competencies like design thinking, journey management and value mapping to drive sustainable shifts in how organizations work to achieve results. Over 25 years of transforming experiences working in and with brands such as Sysco, AT&T, State Farm, Dale Carnegie, CommScope, Invisalign, Ciena, Freeman, Sodexho, Equifax and MoneyGram.
Diane is the Emeritus Chair and recent CEO for the Customer Experience Professionals Association, speaks and conducts workshops all over the world to help transform CX strategy into action. Diane earned a Master’s in Clinical Psychology and a Masters of Business Administration. She is a Certified Customer Experience Professional (CCXP), and holds certifications in Voice of Customer, Customer Experience Management, Net Promoter Score and CX Design and Innovation LUMA certified.
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?’
- Welcome & Introduction
- The role of the CX Professional/Profession and introduce concepts of CX
- Global best practice theory
- Walk through the 6 CCXP Competencies (What), Case Studies (How)
- Your CX Team in the Organization
- Wrap up chat
- Day 1 Recap
- Deep dive sessions:
1. Leadership engagement and breaking down the silos
2. Customer insight to action
3. Metrics, measurement and business value
4. Customer case studies – Presented by Practitioners