Masterclass: Customer Experience (CX) (3-days) Training


Lift your rates of conversion, loyalty and advocacy with an enhanced Customer Experience. 

Our 3-day Masterclass will give you a deep dive on Customer Experience covering strategy, planning and design. Offering you the chance to develop your practical skills & knowledge.  


‘Learn by doing’ is a large part of this 3-day Masterclass.  You’ll have lots of opportunities to discuss your organisation’s issues throughout the session.

You will also be encouraged to build your own ‘Action Plan’ for when you’re back in the office.

We'll cover:

Foundations & Strategy

Definitions, business case, strategic issues; User-Centred Design (UCD) process & how people behave online. Planning for multichannel experiences and considering personalisation & customisation.

• Research & testing

How to plan & conduct good research. Compare and contrast the most popular techniques (including focus groups, surveys & card sorting). 

User Experience (UX) design

Principles for good UX design (Mental models, Progressive disclosure and Information scent) and specific guidelines (Home page, Forms, Navigation, Landing pages).

• Persuasive design

How to apply persuasion research to the digital world, including: Reciprocity, Social proof, Paradox of choice, Scarcity etc.

Writing for the web

Best practices to improve your writing for digital, including: Vocabulary, Links, Sentence & paragraph length, Concision & tone of voice. 

• Mobile experience design

Learn the principles for good mobile design (Touch targets, Gesture support, Data input) and specific guidelines (Navigation, Icons, Comparison tables).

Who should attend?

If you’re involved in creating or managing Customer Experiences, then this course has plenty of value for you. If you’re new to CX (Customer Experience), you’ll get an in-depth overview and if you’ve been working within CX for a while, there will be plenty of time to deep-dive into your areas of interest.

Laptop/Tablet is recommended – please bring a laptop/tablet for some of the hands-on exercises.

How will I benefit?

After attending this 3-day Masterclass, you’ll have greater knowledge, skills and confidence in the following areas;

  • Creating a business case for the benefits of improved CX  
  • Developing a CX strategy (and supporting processes) relevant to your organisation
  • Selecting the research & testing techniques most beneficial to your organisation
  • Designing & evaluating Customer Experience based on best practices 
  • Planning and conducting your own research and testing

CPD Accreditation - As we’re a registered provider with the CPD Standards Office you’ll get an official CPD Certificate of attendance upon completion of the course. This can be used within your formal CPD record for a professional body, institute, or employer.


In-company training

This course can also be delivered exclusively for your team. We can work with you to customise the course and make sure that it addresses your specific issues. For more information, please get in touch with the team at:

+44 (0)207 970 4167 (UK & Europe)

212-971-0630 (US & America)



Tim Fidgeon

Author, Trainer and Independent Consultant

Tim Fidgeon is one of the UK’s leading digital trainers and consultants.  He holds an MSc in Human-Computer Interaction and has been helping organisations develop market-leading digital strategies, experiences and content since the late 90s.  After leading the User Experience teams for several large digital agencies, he is now a freelance trainer and consultant. 

He has recently worked with: Coca-Cola, Sony, Vodafone and General Motors. 

His articles on digital marketing and user experience have been published by: .net magazine, New Media Knowledge, Usability News & Web Standards Group

Tutor for: Content Strategy & Editorial Planning, Creative Thinking for Digital Marketers, Lean UX and Agile Design, Masterclass: Customer Experience (CX) (3-days), Online Copywriting, Online Copywriting - Advanced, Psychology for Digital Marketing