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CX Masterclass is a globally highly praised training for CX professionals. It’s ideal for your organisation, when you want to understand what it takes to create great customer experiences that turn your business into a profit-making engine, as well as a pleasure to your customers.
TBD by you
(1, 2 or 3 days)
Online or on-site
(your preference)
Our CX Masterclass takes customer experience to the next level – from managing to innovating the experience. This CX Masterclass with Ian Golding is based on his book, ‘Customer What?’, and explores the hows and whys of strategy, culture and leadership in relation to customer experience management.
PRAISE FROM CX MASTERCLASS ATTENDEES
– CX Masterclass participant
”Excellent experience! Gamification, storytelling, wonderful Ian, joined to the fanclub”
– CX Masterclass participant
“Thanks for today. Ian was as always super inspirational. All other program bits were ok too. Arrangements, food etc excellent. Well done!”
– CX Masterclass participant
“Wonderful day, nice venue and inspiring discussions! Thank you for organising this and I will be eagerly waiting for the next CX Masterclass day.”
– CX Masterclass participant
”Thank you for a great day! It was very inspiring and I learned a lot. The example cases and videos were brilliant. Our guest experience was surprising and team work also a lot of fun : )”
– CX Masterclass participant
– CX Masterclass participant
”Very well organised, nice atmosphere, Ian is a great speaker and inspiring. We learned quite a lot of technologies in such a short day.”
– CX Masterclass participant
“The presenters were very good and there was a good amount of professional content. The tasks were nice! I could have used more breaks to relax my brain, there was so much to learn. All in all, a very succesful event.”
– CX Masterclass participant
“Thank you, Ian is very warm-hearted and nice person and it was very nice to listen to him. Many thanks to Sirte and the whole Shirute team! Good food, also in the afternoon+ oatly milk : )”
– CX Masterclass participant
If you want to validate your knowledge, learn new things, or just be inspired to keep putting customers and employees at the forefront of your organisations thinking, a day, two or three with Ian Golding will do just that and more.
Having spent over 20 years working inside companies and 8 years since as an independent consultant, Ian knows exactly what it feels like to try to transform the way companies think. Sharing examples and stories from 44 countries and multiple industries, you will leave at the end of the training with a mind full of ideas and energy that you will want to action immediately!
Example agenda (2 days)
Day 1
Welcome
Introductions and expectations
Day 2
Day 1 Recap
The CX Masterclass takes customer experience to the next level – from managing to innovating the experience. Based on Ian Golding’s latest book, ‘Customer What’, it explores why and how brands transform their markets.
Delivering a branded customer experience people love
But perhaps things are moving a little too slowly, you’re not creating alignment, there’s confusion about where to start, a lack of clarity about where to invest, confusion about how to deliver an experience across channels, the enthusiasm’s waning, the strategy’s uninspiring, or you are just not seeing the results you expected. Or perhaps you haven’t even started yet and want to get it right first time. If any of these resonate, this workshop is for you.
This highly engaging CX training programme uses case studies to illustrate the principles and allows participants to apply these principles to their own situation with coaching from the facilitator. For this reason, we recommend that also several senior executives from the organisation attend so that together, they can address real business issues.
In this masterclass, Ian Golding will share the findings from the research for his best-selling book, and some of the techniques his company, uses to help organisations become purposeful in their direction and in the experience they deliver to customers.
Ian Golding’s newest book, “Customer What” is a practical guide on how to execute business purpose successfully over multiple channels to make a brand stand out. It is a guide to creating and sustaining the focus on customer experience to create value in the long term. Customer What? is part practice handbook, part novel and part therapy.
This book is divided into four sections – each contains an overview of what needs doing; a set of practical activities and approaches to help you do it; and a story or two to illuminate your path.
The fundamentals – essentials for success
Culture – connecting people to the strategy, and creating the right conditions for action
Making it happen – tools and tactics for delivering the strategy
Sustaining – continuously advocating for change
Order your copies when you register!
Do you know how well your organisation takes care of its customers? This is your chance to benchmark how you compare to others!
As a pre-assignment to CX Masterclass, we provide participants with the unique opportunity to get your Customer Experience Management Maturity Score. Our CEM Benchmark has been running over 10 consecutive years to study the State of Customer Experience in Finland and internationally. The Shirute Customer Experience Management Index™ evaluates five areas related to customer experience management:
Additional information on the Shirute CEM Benchmark and our other CEM analysis and audit services can be found on our website.
In Sirte Pihlaja’s newest book, “Customer Experience 3”, she shares with twenty-seven fellow international Customer Experience (CX) professionals their current best-thinking, strategies and insights for achieving impact and visibility using world-class, best-practice CX principles. This is the anticipated follow-up third volume in the Customer Experience book series, packed with frontline experience, insight and value for professionals wanting to dramatically enhance the customer experience in their organization.
The book covers a range of topics including: customer-centric culture, organisational adoption and accountability, VoC insight and understanding, CX design and improvement, CX metrics, measurement and ROI, and CX strategy. These are all themes, which are critical in making a company genuinely customer-centric and allowing for business growth.
Order your copies when you register!
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