“The Best CX Masterclass with Ian Golding”
14th - 15th August 2019 | Hotel Istana Kuala Lumpur
BOOK YOUR SEAT NOW
2 DAY MASTERCLASS :
HRDF CLAIM MYR 2600
( FOR MALAYSIAN COMPANIES ONLY)
CX is at a very interesting point in its evolution. There is no doubt that across most industries, the end-to-end CX has improved over the last twenty years. Much of the improvement has been driven by advancements in product innovation and digital technology. However, too many consumers continue to endure ‘random’ or ‘unexpected’ experiences as a result of the inconsistent delivery of the end-to-end customer journey.
The biggest customer experience challenges that CX teams are currently facing is DATA
There is so much of it
How do we get it all in one place so that we can make sense of it
Ian Golding in His 2-days masterclass will take you through strategies on recognition, alignment and make good use of DATA so that businesses can customize Customer Experiences to build brand loyalty and affinity, evangelize your product or service that will help your business retain existing customers and earn new customers for a sustainable future.
Certified CX Professional –
Masterclass Trainer & Writer
IBSM Solutions Inc.
Chief Customer Experience Officer
Director of Customer Experience
Head Customer Experience & Relations
Executive Customer Experience
Customer Experience Specialist
Head of Customer Experience Enablement
Executive Director of Service & Transformation Customer Experience Manager
Chief Operating Officer (COO)
Customer Experience Advocate
Customer Experience Manager
Team Lead – Customer Care & Experience
Customer Service Director
Customer Experience Program Director
Head of Customer Service
Tech Business Partner for Consumer Relations
Global Lead Consumer Relations
Consumer Care Manager
Its said that one's sweet spot is in offering services at the intersection of: Passion, Knowledge and What the world needs. As I know Ian is serving at that Sweet Spot. Ian's passion and practical knowledge in the Customer Experience domain is highly evident. I found him to be truly committed to the field of Customer Experience. I would happily recommend Ian for any endeavours in the Customer Experience space whether it be CX Coaching, Consulting or Organizational Advisory of high quality.
Rajat Chawla - Asia's 1st Certified CX Mentor I CEO at Koyopo 10X Impact Coach™ I Author -
Customer Experience Design Book I International Speaker
Ian was the workshop facilitator at the recent course on Customer Analytics and Intelligence in Malaysia. All the sessions are highly interactive, engaging and enjoyable. Ian has extensive knowledge and experiences in managing customer experience and applying customer analytics into customer journey mapping. He made a great success on the workshop and I highly recommend him as a speaker for your conference and consultant for your organisation.
Cindy Liew - Hospitality Professional
It was a pleasure to cooperate with Ian. Thanks to his inspirations and openness the annual Customer Contact Management Summit 2015 was a great experience for all participants. The speech and tips related to the process of building customer centric organization given by Ian at the event were highly appreciated by Polish top managers.
Katarzyna Żychoń - Head of Business Development at PMR
If you cut Ian open (not a practice I am recommending) you would find Customer Experience right the way through him. Ian's combination of passion for driving the right customer experience with a process centric focus on doing things right and efficiently is a strong combination. Ian will help promote "the customer" to the front of a team's thinking. He is adept at rooting out opportunities for driving improvements that build value into a business, both on cost reduction and improved return from Customers.
Tim Sunley -Customer Experience | Strategy | Service Design |
Partnership development 360.cx One of the most knowledgeable business leaders on all things customer experience, Ian pulls groups together and creates a great working environment.
Marcus Hickman - MD at Davies Hickman Partners - Customer research ¦ Data analysis
¦ Business decisions - CX, CFM and Emerging Technology
Outstanding communicator, logical and disciplined approach, has ability to effect change efficiently bringing people with him.
Paul WhitakerHead of Transformation, Governance and Service Delivery,
Managing Director at Barclays.
Pre-course questionnaire to establish your learning objectives
9 Practical Exercises :
- Designing the customer experience framework
- Create level 0 customer journey
- Detailed action plan
11 Exciting Case studies and real life examples that would help organizations to achieve CX
A Copy of Customer What?
Comprehensive take-away course documentation.