Ian Golding, CCXP
A highly influential freelance CX consultant, Ian advises leading companies on CX strategy, measurement, improvement and employee advocacy techniques and solutions. Ian has worked globally across multiple industries including retail, financial services, logistics, manufacturing, telecoms and pharmaceuticals deploying CX tools and methodologies. An internationally renowned speaker and blogger on the subject of CX, Ian was also the first to become a CCXP (Certified Customer Experience Professional) Authorised Resource & Training Provider.
2018 is the first calendar year in my career as a global customer experience specialist that I have looked forward more in hope than expectation.…
If you happen to live in the UK and regularly have to rely on public transport to commute to and from work, the heralding of…
As we approach the end of another calendar year, it is always appropriate for bloggers, writers, thought leaders and professionals in general, to reflect...
Last week I had a fascinating conversation with a peer of mine – a fellow Customer Experience Professional. James Dodkins is as passionate about...
Allow me to start this post by asking a question. What happens when two Customer Experience Professionals visit a restaurant together for the first...
In last month’s column, I asked the question, ‘Are you a Leader or a Follower?’ The question was a precursor to defining why Customer...
This is the not the first article I have written about the subject of Customer Effort. In 2014, I wrote a story that still...
This post is part of the Customer Experience Professionals Association’s Blog Carnival celebrating customer experience. It’s part of a broader celebration of Customer Experience...
Last week I had the honour of being a judge at the 8th annual UK Customer Experience Awards. The fact that I have now...
Last week, on more than one occasion, most of us would have heard someone saying, writing or shouting, words to the effect of ,”I...
People regularly share stories with me that inspire my writing. This story is of a young lady...
As we head into the middle of September, as many people are reaching towards the back of their wardrobes to find their winter jumpers...
Have you ever wondered whether there is really any hope for your organisation? Have you ever turned...
A perennial problem for any Customer Experience Professional around the world is to find an effective way to engage people with the significance of...
Looking back through my articles over the last few months, a great number have made the connection...
I absolutely love it when people share things with me that I have never come across before. It is why I am so adamant...
Over the last five years, a small number of organisations have featured multiple times in my writing. In the vast majority of cases, I...
Resignation. Sufferance. Tolerance. Three words from the English dictionary. Three words that you would not typically want to associate with the subject of Customer Experience....
Over the last 22 years, I have worked in and with businesses of all shapes and sizes,...
I have just returned from a wonderful four-day city break to Paris. Family time, glorious weather (in the main) and one of the world’s...