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, Dallas
Diane Magers, CCXP
Diane is a passionate, experienced Customer Experience executive, change agent and sherpa for new and developing customer obsessed leaders. She believes that brands who win choose to focus on human and emotional elements of business.
Diane has over 25 years of building and growing Customer and Employee focus. She is currently interim CEO for the Customer Experience Professionals Association. Most recently at AT&T, she led Customer Experience strategy by transforming customer and associate engagement. In 2011, she founded Customer Experience Catalysts as a consultancy and thought leader for organizations who were launching or progressing customer and employee experience to grow their brand value. She also developed and led Customer Engagement at Sysco Foods Corporation.
Diane holds an M.S. in Psychology and an M.B.A. She is a Certified Customer Experience Professional (CCXP) and also holds NPS, VoC and CEM certifications.
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