Ian Golding | Latest Leadership Articles | Customer Experience

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Latest Thought Leadership

Ian's Latest Articles

BlogVicki Gray2017-05-09T19:57:45+01:00

July 2018

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

CX Culture, CX Leadership

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

By Ian Golding|2018-07-24T11:41:02+01:00July 24th, 2018|Categories: CX Culture, CX Leadership|Tags: Cranfield School of Management, Customer Culture, customer experience, customer experience culture, cx, Disney, walt disney|

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

Customer Journeys, CX Strategy, Technology

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

By Ian Golding|2018-07-24T09:26:03+01:00July 24th, 2018|Categories: Customer Journeys, CX Strategy, Technology|Tags: AI, artificial intelligence, customer experience, cx, digital customer experience, machine learning|

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

Customer Experience Training, CX Leadership, CX Professionals

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

By Ian Golding|2018-07-18T16:44:25+01:00July 18th, 2018|Categories: Customer Experience Training, CX Leadership, CX Professionals|Tags: customer experience, customer service, cx, Incite Group, The customer service and experience summit|

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

CX Professionals, CX Strategy

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

By Ian Golding|2018-07-11T15:57:07+01:00July 11th, 2018|Categories: CX Professionals, CX Strategy|Tags: customer experience, customer experience professional, customer experience professionals association, cx, cxpa, Marleen Van Wijk|

Has Marketing lost its way or is it just changing? A perspective by Bernard Page
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Has Marketing lost its way or is it just changing? A perspective by Bernard Page

CX Leadership, CX Professionals, CX Strategy

Has Marketing lost its way or is it just changing? A perspective by Bernard Page

By Ian Golding|2018-07-09T10:09:55+01:00July 9th, 2018|Categories: CX Leadership, CX Professionals, CX Strategy|Tags: Bernard Page, Chartered Institute of Marketing, CIM, customer experience, customer experience management, cx, Role of Marketing|

Into the Unknown! The parallel universe of self-publishing – the experience of publishing a book about customer experience!
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Into the Unknown! The parallel universe of self-publishing – the experience of publishing a book about customer experience!

Customer Journeys, CX Professionals

Into the Unknown! The parallel universe of self-publishing – the experience of publishing a book about customer experience!

By Ian Golding|2018-07-05T09:06:29+01:00July 5th, 2018|Categories: Customer Journeys, CX Professionals|Tags: Amazon, customer experience, Customer What, cx, publishing, self publishing|

June 2018

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

Customer Journeys, Customer retention and loyalty, CX Culture, CX Leadership, CX Reviews, Recovery

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

By Ian Golding|2018-06-26T06:25:16+01:00June 26th, 2018|Categories: Customer Journeys, Customer retention and loyalty, CX Culture, CX Leadership, CX Reviews, Recovery|Tags: customer experience, customer experience transformation, customer loyalty, cx, Enterprise Rent-a-Car|

May 2018

Transform or Die! Business Transformation is No Longer Optional
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Transform or Die! Business Transformation is No Longer Optional

Customer retention and loyalty, CX Leadership, CX Strategy, Financial Services, Recovery, Retail

Transform or Die! Business Transformation is No Longer Optional

By Ian Golding|2018-05-22T04:39:33+01:00May 22nd, 2018|Categories: Customer retention and loyalty, CX Leadership, CX Strategy, Financial Services, Recovery, Retail|Tags: Amazon, business disruption, business purpose, business transformation, customer experience, cx, Simon Sinek|

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

CX Leadership, CX Professionals, Uncategorized

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

By Ian Golding|2018-05-17T15:55:38+01:00May 17th, 2018|Categories: CX Leadership, CX Professionals, Uncategorized|Tags: CCXP, customer experience, customer experience leadership, Customer What, cx, cxpa|

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