Customer Experience Leadership Masterclass

For leaders committed to building a superior customer experience !


The day after the UK Customer Experience Awards 2019 is an opportunity for you to learn the fundamental skills of customer experience leadership from Ian Golding, Awards Chairman and global CX expert.

On 11th October, CX or near-CX managers can discover what makes the UK a beacon of customer centricity in a rapidly changing business landscape and find out your role as a customer experience leader!

You will learn:

How customer experience is a tool for business transformation

Your role as a leader in delivering great customer experiences

Customer experience frameworks and maturity models

The ten competencies for an organisation to be sustainably customer centric

How to turn the results of your pre-course self-assessment into a practical plan

Ian Golding, CCXP, Awards Chairman

Ian was the first to become a CCXP Authorised Resource & Training Partner. He 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.

11th October 2019

Novotel London Wembley, 5 Olympic Way, London HA9 0NP

£395 + VAT


“Ian Golding - many thanks for an inspirational couple of days bringing Customer Experience to life - the magic ingredient for successful Business Transformation!”

Conor Duggan
Managing Partner, Pebble Business Transformation

“Ian is a very credible trainer as he has served his time in the 'trenches' living out what he teaches. This isn't theory (like the sort you get from the usual management consultancies) but practical and pragmatic advice, that can and should be implemented to improve and sustain Customer Experience.”

Klynn Alibocus
Senior Platform Manager (Integrated Customer Engagement Team), Boehringer Ingelheim

“Thank you for a fantastic Masterclass, Ian. Great delivery, pace, structure and content, enabling me to feel more knowledgeable and providing me with a really good toolkit for future use. Loved being surrounded by like-minded professionals who are passionate about customer experience. I'm definitely feeling ready for the next step now!”

Jemma Hyland
Customer Experience Leader, Jem Consulting


09.00 Registration
09.30 - 11.15 1st Session
  • Welcome and context
  • Introductions & Expectations
  • Customer Experience as a tool for business transformation – global best practice theory encompassing: what good looks like; how long transformation takes; the challenges that need to be overcome
  • Your role as a leader in delivering great Customer Experiences – including a self-assessment of attributes that are necessary to align the entire organisation behind a 'customer first' strategy
11.15 - 11.45 Break
11.45 - 13.00 2nd Session
  • Introduction to Customer Experience Frameworks and Maturity Models – the structure and rigour required to intentionally manage the customer experience
  • Exploring the ten competencies required for an organisation to be sustainably customer centric – including a self-assessment exercise to determine where your organisation may be today
  • Introduction to selected competencies – based on the outcome of the self-assessment
  • Developing your plan – what happens next?