CX Leadership Programme
12 – 13 May | Bucharest
Gain strategic clarity and expert guidance to lead CX with confidence
What senior CX leaders need most today
- Space and time to step back from daily pressures and think strategically about Customer Experience;
- A clear, proven structure for building a future‑ready CX strategy;
- Guidance from experienced global practitioners who understand organisational and cultural realities;
- A focused environment where conversations are senior‑level, relevant and grounded in real challenges;
- Practical, immediately applicable insights that translate directly into organisation’s context;
- Clarity, alignment and direction, the foundations every CX leader needs to lead sustainable transformation.
A strategic programme with real world impact
CX Leadership Programme is a high‑level experience for leaders accelerating business transformation. You’ll work through real organisational challenges, case studies and frameworks you can apply immediately, with direct access to Ian Golding, one of the world’s most respected CX leaders. You may also choose to take the one‑hour exam to obtain the Certified Customer Centricity Expert (CCCX) accreditation.
Designed to deliver clarity that normally takes months
Gain clarity on CX strategy, governance, culture and measurement, and understand how to prioritise what truly matters. You’ll learn how to secure executive buy in, embed CX into daily operations and integrate digital into the end to end experience.
Exclusive before and post - CX Leadership Programme benefits
Before the course, you receive a CX Maturity Survey to identify strengths, gaps and priorities, ensuring the programme is tailored to your real context. After the course, you join 3 months of group mentoring with monthly virtual round table sessions to support real world implementation.
Real networking and collaboration, not a classroom
With a limited number of participants, the programme creates a trusted environment for genuine connection with peers who face similar challenges. Closed door discussions and shared experiences lead to relationships that continue long after the event.
Learn from two global CX practitioners
The CX Leadership Programme is led by Ian Golding, CCXP one of the world’s most respected Customer Experience leaders, and Gabriela Ciupitu, CCXP, Global CX Leader and culture transformation advocate.
Together, they bring decades of hands‑on experience helping leaders across Europe, the Middle East and Asia build customer‑centric cultures and measurable CX programmes.
Trainers
Founder
Trainers
Founder
What you will experience
Before the programme - CX assessment
Setting the foundation for success
Before the beginning of the event, you receive a personalised CX Maturity Survey that highlights your organisation’s strengths, gaps and priorities.
This ensures the programme is tailored to your real context, not a generic curriculum.
This pre-event assessment ensures you arrive at the course fully prepared with a clear understanding of your organisation’s CX maturity, compared to the market benchmark. It’s the first step in creating a targeted, actionable CX transformation strategythat you can implement immediately after the course.
Day 1 - CX strategy, culture & governance
Building the foundations for sustainable CX
You explore what truly drives customer‑centric behaviour inside an organisation: leadership, culture, governance and cross‑functional alignment.
You define responsibilities, routines and strategic direction, creating the foundations for a CX approach that is coherent, credible and aligned with business goals.
3. CX Strategy
The topics covered emphasize everything you need to know to build a successful CX strategy for your company, regardless of domain:
- Company mission and vision from a customer experience perspective;
- The building blocks for developing a CX strategy;
- Aligning Customer Experience strategy with business strategy;
- Practical exercise: creating a Customer Persona for your company and a consistent and realistic promise for it;
- You will start building the CX strategy and action plan based on the needs and desires of the customers but also of the company;
- Involve and motivate the whole organisation in implementing the CX strategy;
- Communicate the strategy and plan throughout the organisation.
Day 2 - Measurement, performance & digital CX
Connecting CX to business outcomes
You learn how to prioritise journeys, design meaningful measurement systems and link CX performance to organisational results.
You explore digital experience design, technology integration and future‑ready journeys that combine AI, digital and human empathy.
At the end, you may take the one‑hour exam to obtain the Certified Customer Centricity Expert (CCCX) accreditation.
After the programme - post-course benefits
Your CX journey continues
Transformation doesn’t happen in two days, which is why the journey continues.
You join three months of group mentoring, with monthly two‑hour virtual round‑table sessions led by Ian and Gabriela.
These conversations help you apply your strategy, stay focused and navigate real‑world challenges with confidence.
What you take back to your organisation
A clear, actionable CX strategy
A strategic direction aligned with your organisation’s goals, supported by the structures and behaviours needed to make it real.
A governance model that drives accountability
Defined roles, routines and decision‑making mechanisms that embed CX into daily operations.
A meaningful measurement system
Metrics and performance indicators that connect customer experience to business outcomes.
A prioritised roadmap
A focused plan for where to start, what to fix and how to sequence your CX initiatives.
Tools, frameworks and templates
Practical resources you can use immediately with your teams and stakeholders.
Confidence and clarity as a CX leader
A renewed sense of direction, supported by expert guidance and a trusted peer community.
Your investment in expertise that lasts
Discount price
until 30 April
What’s included
- 2‑day CX Leadership Programme
- Personalised CX Maturity Assessment
- All tools, frameworks and templates
- Access to the CCCX certification exam
- 3 months of group mentoring, with monthly two‑hour virtual round‑table sessions
- “Customer What?: The Honest and Practical Guide to Customer Experience” by Ian Golding
