The rules of competition have changed. The battlefield has shifted. It’s time to prepare.

As competition and buyer empowerment compounds, customer experience itself is proving to be the only truly durable competitive advantage. Greater competition and growing consumer power have eroded traditional product and service-based differentiation, forcing firms to seek new, more durable forms of competitive advantage.

A recent Gartner survey found that 89% of companies expect to compete mostly on the basis of customer experience in 2016, versus 36% four years ago.


Many businesses and IT leaders see the customer experience as a sustainable source of competitive differentiation.


Many are shifting their focus to a more customer-centric one in order to compete. Having a customer-centric approach is truly your best chance at having a sustainable and competitive advantage. Customer experience is a discipline with complete tools, practices and methodologies that companies must routinely perform in order to manage the customer experience. And finally, focusing on generating a great customer experience builds loyalty and positive word of mouth, which in turn build profitability.

Growing your business will depend on your ability to deliver convenience and delight consumers in today’s connected economy. The rules of competition have changed; the battlefield has shifted. It’s time to prepare.



Did you know that 87% of buyers will pay more for a better customer experience?*

Have you focused on your customers’ experience? Would you like to know how to implement organisational change to achieve a customer-centric organisation? You can hear lessons from organisations who are struggling or succeeding with implementing a customer-centric approach with a CXMasterclass while interacting with other customer experience professionals.



It was a great experience recently taking the CXMasterclass (CCXP Workshop) held by Ian Golding, one of only four certified Customer Experience trainers in the world. Joining the masterclass, our team at Awards International was impressed by the trainer’s knowledge and it was a great experience. It made all of us think about how we can also implement what we have learned in our work. The masterclasses have been developed for those who want to master their skills and/or prepare for the CXPA exam to become certified CX professionals.

CXMasterclass helped develop my understanding of best practice disciplines, tools and frameworks being used successfully in Customer Experience.

This Masterclass will redefine customer experiences, developing ways to make them memorable, unique and, above all, profitable. Typically hosted over one day, this customer experience masterclass will be tailored, based on your objectives. Fast-paced yet thought-provoking, it will define how success will be measured, and the returns you can expect.

You will be able to understand each of competencies required for the organisation to develop a customer-centric approach. The six competencies for CX will be identified through this class:

  1. Customer-Centric Culture
  2. Voice of the Customer, Customer Insight, and Understanding
  3. Organizational Adoption and Accountability
  4. Customer Experience Strategy
  5. Experience Design, Improvement, and Innovation
  6. Metrics, Measurement, and ROI

Find out more information on how to enrol in the upcoming CXMasterclass.



* According to Forbes

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