Wednesday Academy

Two day interactive CX Masterclass

This two day interactive Customer Experience Masterclass walks delegates through a global best practice Customer Experiene Management Framework. This is a unique opportunity to attend a Customer Experience Masterclass given by a world renowned Customer Experience Specialist, Ian Golding. Topics include all core Customer Experience competencies, including Customer Experience Strategy and Brand Proposition, the role of employees in delivering the strategy, Customer Journey Mapping, Customer Experience Measurement (VOC, VOE and VOP), Customer Experience Improvement, and Customer Experience Culture.

Watch this short video were our two teachers gives an introduction to the Masterclass:

Learning outcomes

  • Clear tools as to how they can drive continuous customer focussed change.
  • Customer Experience methodologies, tools and techniques to enable them to determine how they may apply them to customer experience.
  • How to develop Customer Experience importance and the acknowledgement of the need to continuously improve.
  • An understanding of exactly what Customer Experience is, how it applies to lead in everyone’s role and the opportunities a more customer focused approach.
  • How other businesses and organisations have practiced Customer Experience and how a more customer focused approach to business have benefited in profit and growth.
  • The start of an action plan to execute

Content

   The role of the Customer Experience Professional

   CX Transformation and Frameworks
 
   Customer Strategy

   Brand proposition

   Customer-centric Culture

   Customer Empathy

   Customer Journey Mapping

   Action Planning

   CX Improvements and Measurement

Previous testimonials:

Zoltan Paksy

Partner, Owner at Brandshift Kft

"Best investment of my time during the past couple of years. It was a well structured professional knowledge sharing. Ian Golding delivered it with sincere dedication, clarity and focus"

Pam Whitehouse

Customer Engagement and Improvement Manager, LGSS

“Ian Golding is utterly knowledgeable in this subject matter, is able to bring the training to life using real-life examples that anyone can relate to and his passion and drive for helping people to improve their customer experience is inspirational.”

 

Rebecca Farnworth

Customer Excellence Manager, OTD Ltd

“Ian was very personable and I found him to be very engaging. Ian is a very strong commanding facilitator, presenter and teacher rolled into one. He makes you want to listen. His experience is immense which makes him very credible. I liked the stories and the videos which helped maximise learning in a very adult accelerated learning way. I have never left a training programme wanting to stay and learn even more. My 3 things to implement into our current culture is already on the agenda at the next leadership meeting.”

 

Maria Paula Monzo Luporini

Head of CRM, Strategy

“It was one of the best training program I have ever had before. It was such an amazing experience! I can assure you that I left the course with an even greater certainty that I will do my best to improve my competencies as a Customer Experience Professional, and in a near future I wish to conquer my CCXP.”

 

Agenda


DAY 1  - 08:00 -17:00 

08.00 - 08.30  |  Registration and breakfast

08.30 - 09.00  |  Welcome, Introductions and Expectations

09.00 - 10.30  |  The role of the CX Professional

10.30 - 12.30 |   CX Transformation, CX Frameworks, CX Strategy

12.30 - 13.30  |  Lunch

13.30 - 15.30  |  Customer Personas and Employee Heroes
                           Empathy & Thinking Like a Customer
                           CX Case Study – Veronika Luxemburg

15.30 - 16.30  |   Brand proposition/purpose

16.30 - 17.00  |   Introduction to Customer Journey Management

17.00  | Closure and summary

DAY 2  - 08:30 -16.30

08.30 - 09.00  |  Breakfast

09.00 - 09.30  |  Day 1 Recap

09.30 - 11.00 |   Level 1 Customer Journey Mapping

11.00 - 12.30 |   CX Measurement and Prioritisation

12.30 - 13.30  |  Lunch

13.30 - 14.30  |  CX improvement – Lean, Design Thinking

14.30 - 16.00  |   Digital CX, Creating a Customer Centric Culture

16.00 - 16.30  |   The final challenge

16.30  |  Closure and summary

Who should attend?

Those who want to validate their existing knowledge, be exposed to global best practice and learn the newest tools, techniques and methodologies of global best practice Customer Experience (CX).

Pre-Masterclass activity

Prior to the attendance at the masterclass, you will be sent a questionnaire exploring your current understanding of customer experience. The questionnarie should be sent back to Wednesday Relations prior to attendance at the Masterclass.

Teacher

Ian Golding

Certified Customer Experience Professional and Customer Experience Specialist

Ian Golding is a Certified Customer Experience Professional and Customer Experience Specialist. Ian has spent over 20 years in business improvement, working hard to ensure that business he works for are as customer focused as possible. Ian was the first person in the world to be authorised by the CXPA to teach the Certified Customer Experience Profession (CCXP) accreditation. Ian’s first book was published in April 2018 ’Customer What?’ which is being well received by professionals around the world.

Guest teacher

Veronika Luxemburg

customer experience professional

Veronika Luxemburg is Certified by Customer Experience Association, CXPA, as Customer Experience Professional, Coach certified by International Coach Federation, ICF and she also holds a Lean6Sigma certification. Veronika is a passionate global facilitator of change. She is long experienced on how to deliver on the customer promise by facilitating business transformation and change programs for Customer Experience strategies. Veronika has deployed Customer Experience tools and methodologies all over the world.

Upcoming event and reservation

Date: 13-14th February 2020 
Time: 08:00 - 17:00 
Venue: The Park, Hälsingegatan 49, Stockholm
Price: 9 990 SEK ex vat

Duo ticket: 500 SEK discount per attendee
Charity organization with a 90- charge account: 40% discount (discount code VIP-90)

Reserve your seat ➡ 

Hotel offer!
Don't miss out on our offer at First Hotel Norrtull, located 350 meters from the venue. You get 15% discount when booking a hotel room with the code: FHCWDRELA. Book online or contact the hotel directly at 08-300 350 / info@hotelnorrtull.se and let them know that you are booking through Wednesday Relations. 

Interested in a customized course?

We often produce customized courses. Read more or contact , 08-642 21 90.

upcoming dates
February 13-14th 2020
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