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 [...]

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+00:00 July 11th, 2018|CX Professionals, CX Strategy|1 Comment

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

Where does Customer Experience (CX) ‘sit’ in an organisation? This is a question I am frequently asked. Some say the correct answer is ‘Customer Service’. Some say ‘with the CEO’. Some might say under the responsibility of a ‘Chief Customer Officer’, or a ‘Chief Experience Officer’. Others might say ‘Marketing’. The debate rages on globally [...]

By | 2018-07-09T10:09:55+00:00 July 9th, 2018|CX Leadership, CX Professionals, CX Strategy|3 Comments

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

Regular readers of my blog know that being a customer experience specialist does not protect me from encountering lacklustre, frustrating and sometimes embarrassing experiences as a customer of the organisations I interact with. I regularly blog about my suffering with various airlines, restaurants, retailers and care hire businesses in the sincere hope that those organisations [...]

By | 2018-07-05T09:06:29+00:00 July 5th, 2018|Customer Journeys, CX Professionals|0 Comments

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 end of April 2018. I would never have been able to achieve my ambition without the support of many people. A significant amount of support came via my crowdfunding campaign [...]

By | 2018-05-17T15:55:38+00:00 May 17th, 2018|CX Leadership, CX Professionals, Uncategorized|0 Comments

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, I would never have got to the point of being on the brink of achieving my ambition without the support of many people. A significant amount of support came via [...]

By | 2018-03-27T08:23:12+00:00 March 27th, 2018|CX Professionals|1 Comment

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 have got to the point of being on the brink of achieving my ambition without the support of many people. A significant amount of support came via my crowdfunding campaign [...]

By | 2018-03-21T05:42:20+00:00 March 21st, 2018|CX Professionals|1 Comment

Introducing the CCXP Exam Simulator

  If you have ever met me, or indeed read anything I have written, it is extremely likely you will know that I am rather passionate about the Customer Experience (CX) Profession. In fact, anyone who comes in to contact with me via any means will almost certainly fail to avoid that fact! I make [...]

By | 2018-02-15T09:39:15+00:00 February 15th, 2018|Customer Experience Training, CX Professionals|0 Comments