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Ian Golding

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.

Making Customer Experience Fun! The Budapest Bank CX Crossword Puzzle

Before you start reading this post, I must make it clear that whilst the centrepiece of it is about a game, the real story is…

“That’s Our Policy” — The Secret Killer of Customer Experiences

It may not surprise you, but I am not the world’s easiest customer to deal with! If Golding family outings were observed from afar,...

The lost suitcase – the sad reality of customer experience evolution

According to Wikipedia, the term, ‘seven year itch’ can be described as follows: The seven-year itch is a psychological term that suggests that happiness in…

The future of VOC measurement – don’t let organisations do it themselves!

When it comes to the subject of Customer Experience (CX), everyone has an opinion. Differing opinions are not a bad thing – it is incredibly…

The current state of Customer Experience in Retail: The ForeSee Experience Index (FXI)

The business world as we have always known it is changing. Many would argue that is always has been - changing that is. Since the…

What really makes customers happy?

Over time, several words have been used to describe the organisational focus on customers. They include: Customer Experience Customer Focus Customer Centricity Customer Service Customer…

The Power of Partnership: Enabling Action Through Collaboration

This is not the first article I have written about collaboration. Regular followers of my ramblings will have seen the words, "silo" and "cross-functional"...

How NOT to survive in a disrupted world – the case study of UK retailer, FatFace

The word 'disruption' is one of the most commonly used with reference to business and commerce around the world today. It des not matter which…

The Accidental Customer Experience

I often write my blog posts and articles whilst travelling on either a train or an aeroplane. Although I can also be found hunched...

So What?! There are plenty more customers where he came from!

Since I published my new book at the end of April, I have intentionally held off adding to my social media content. In fact this…

Doing the right things the right way. An interview with Genevieve Bruketa-Baskovic

The launch of my first book has finally become a reality! ‘Customer What? The honest and practical guide to customer experience’ was published at the…

Thinking and acting in the interests of the customer. Have you enabled your people to do it?

I first started writing my blog six years ago. Since that time, I have crafted hundreds of articles – producing them, almost religiously, on a…

Transform or Die! Business Transformation is No Longer Optional

We live in a business world full of disruption. Whether you work in financial services, manufacturing, logistics or retail, no business today can ignore...

The realities of life as a Customer Experience Professional – an interview with Richard Shenton

As the launch of my first book get’s ever closer to becoming a reality, my level of personal excitement is almost at its peak!! However,…

The desire to make a difference in creating a customer-oriented culture – an interview with Kathy van de Laar

This year, Ian Golding (that’s me), will officially become the author of a book. A lifetimes ambition, I am beyond excited!! However, I would never…

Customer unhappiness and how to create it. A masterclass by Emirates

Before I even start this article, I must make it clear that Emirates are not the only airline to make customers unhappy. In fact, they…

The Customer Experience Million Dollar Question: Will my customer come back?

I make no secret of my love for all things culinary. In fact, if I did not also have a passion for running, I would…

The Interconnected Employee-Customer Chain. Are Your Customer Experiences Supported by ALL Employees, Partners, and Suppliers?

I am extremely fortunate to be afforded the opportunity to share my knowledge and passion all over the world. This year, the number of...

The customer conniption! Identifying the ‘final straw’ moment

Every day, every week, every month, every year, I learn something new. It is one of the reasons I obsess with calling myself a 'specialist',…

The importance of customer culture – an interview with Chris Brown

This year, Ian Golding (that’s me), will officially become the author of a book. A lifetimes ambition, I am beyond excited!! However, I would never…

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