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+00:00May 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+00:00March 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+00:00March 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+00:00February 15th, 2018|Customer Experience Training, CX Professionals|0 Comments

Resourcing up the silos – Beth Richardson investigates the world of customer experience job vacancies!

The words customer-centric and silos do not sit happily in the same sentence. Silos harm culture and damage customer experiences. And they hold businesses back. In the last month alone, 1000s of words have been published on this very subject by the likes of LinkedIn, HBR and Forbes. But whilst all this earnest commentary is [...]

By |2018-02-13T11:31:25+00:00February 13th, 2018|CX Leadership, CX Professionals, CX Strategy, People|8 Comments

Escaping the deserted island of strategy. A Customer Experience perspective from Manuela Pifani

As many of my followers are aware, one of the highlights of my year is having the honour of participating as a judge at the UK Customer Experience Awards. Three years ago, when Manuela Pifani entered the judging room, I expected to be impressed, but was not expecting to be overwhelmed. Manuela is one of [...]

By |2018-02-12T11:48:59+00:00February 12th, 2018|CX Culture, CX Leadership, CX Professionals|1 Comment

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 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 [...]

4 Ways to Improve Customer Experience in 2018 – guest post from CCW NOLA

In our modern business landscape, especially with the ever-growing presence of social media in our daily lives, providing consistent positive customer experiences has become critical to maintaining a favourable brand reputation. We’ve all seen social media posts from unhappy customers go viral- these posts can have a detrimental effect on your brands reputation and your [...]

By |2018-01-22T14:27:33+00:00January 22nd, 2018|CX Professionals|0 Comments

Customer Happiness: the story of the Gulf Customer Experience Awards

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. My last article of 2017 explained why I have a number of concerns regarding the evolution of Customer Experience around the world. So as I boarded my flight to Dubai [...]

The Customer Experience ‘7 Year Itch’! A frank and honest assessment of the CX profession

As we approach the end of another calendar year, it is always appropriate for bloggers, writers, thought leaders and professionals in general, to reflect on what has passed, as well as what is to come in the future. As a prolific writer on the subject of Customer Experience, I feel as though every article I [...]