About Ian Golding

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So far Ian Golding has created 387 blog entries.

Is your organisation interconnected? The employee – customer chain

I am extremely fortunate to be afforded the opportunity to share my knowledge and passion all over the world. This year, the number of countries I have worked in over the last 6 years will hit the 40 mark. However, whilst I will never take for granted how lucky I am being able to travel [...]

Introducing MapTrack.One: Adding accountability & predictability to the organisational approach to CX

Having worked with my good friend, Stefan Osthaus, for many years, it is never a surprise to constantly find him looking for new, innovative ways to help others improve their effectiveness in the field of customer experience. Like me, Stefan leverages decades of practitioner experience to support businesses and customer experience professionals in a consulting [...]

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 dawn of time, human beings have been interacting with each other, exchanging money for goods and services. Only yesterday, a contact of mine shared an article with me about, what [...]

By |2018-08-30T08:13:54+00:00August 30th, 2018|Customer Journeys, CX Measurement, CX Strategy, Retail|0 Comments

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 Success Customer Outcomes Customer Relationship Management Customer Management I am sure you can add more to the list! The fact that there are so many variants, at least demonstrates that [...]

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 industry your organisation is a part of, every traditional business is being challenged in ways they could never have imagined when they were founded - whether it be as long [...]

How designing a customer experience culture leads to sustained commercial success – a whitepaper by Cranfield School of Management and Pelorus Jack

‘Culture by design’, a white paper by Pelorus Jack and prominent academics from Cranfield School of Management, explores how to connect organisations with their customers to create a consistent, world-class customer experience that leads to sustained commercial success. They draw on years of proven operational expertise and the know-how of The Walt Disney Company, whose [...]

By |2018-07-24T11:41:02+00:00July 24th, 2018|CX Culture, CX Leadership|0 Comments

3 Steps to Making the Most of Machine Learning in Your Organization – by Jason McNellis

Machine learning has infiltrated our daily lives in a myriad of ways. Often, these machine learning predictions happen in the background and we rarely notice them. But what about at your place of employment? Has machine learning made you better at your job? Has it helped you better understand your customers? Has a newly installed [...]

By |2018-07-24T09:26:03+00:00July 24th, 2018|Customer Journeys, CX Strategy, Technology|0 Comments

The Customer Service and Experience Summit – a pan-European event focused solely on the changing face of customer experience and customer service

During the last ten years, I have attended many Customer Experience (CX) events around the globe. In the early part of that decade, I would always leave conferences with at least one ‘nugget’ of inspiration. As the decade moved on, the search for ‘gold’ has become tougher and tougher. I am therefore very excited to [...]

Customer Experience: Where do I Begin? by Marleen Van Wijk

I really am very fortunate to meet some amazing Customer Experience professionals as I travel the globe. Not only do my meetings validate that I am not completely mad (although I know some will disagree), it is inspiring to come into contact with so many people who share the same passion, desire and belief in [...]

By |2018-07-11T15:57:07+00:00July 11th, 2018|CX Professionals, CX Strategy|1 Comment