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Ian Golding

Global Customer Experience Specialist at Customer Experience Consultancy Ltd

Chester, United Kingdom

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. His book, 'Customer What? The honest and practical guide to customer experience, was published in April 2018 and is receiving critical acclaim worldwide.

Available For: Authoring, Consulting, Influencing, Speaking
Travels From: Manchester, UK
Speaking Topics: Customer Experience, Customer Experience Leadership

Ian Golding Points
Academic 0
Author 66
Influencer 54
Speaker 0
Entrepreneur 0
Total 120

Points based upon Thinkers360 patent-pending algorithm.

Thought Leader Profile

Portfolio Mix

Company Information

Company Type: Company
Media Experience: TV and Radio (UK)
Last Media Interview: 08/08/2019

Areas of Expertise

Business Strategy
Change Management 30.04
Customer Experience 33.17
Leadership 31.64
Retail 30.13
Culture 32.67

Industry Experience

Agriculture & Mining
Consumer Products
Engineering & Construction
Federal & Public Sector
Financial Services & Banking
High Tech & Electronics
Higher Education & Research
Primary Metal & Steel
Professional Services
Travel & Transportation
Wholesale Distribution


6 Article/Blogs
The lost suitcase - the sad reality of customer experience evolution
January 14, 2019
The seven-year itch is a psychological term that suggests that happiness in a relationship declines after around year seven of a marriage. The phrase originated as a name for irritating and contagious skin complaints of a long duration. Examples of reference may have included STD outbreaks that are known to significantly decrease in frequency after seven years, or mites that live under the skin (scabies) and cause severe itching that is hard to get rid of. Later on in the 19th and early 20th centuries it was viewed as an expression of imagined appropriate punishment for antisocial behavior, or as a simile for a situation with little hope in relief.

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Tags: Customer Experience

The future of VOC measurement - don't let organisations do it themselves!
November 23, 2018
When it comes to the subject of Customer Experience (CX), everyone has an opinion. Differing opinions are not a bad thing - it is incredibly healthy for there to be differing perspectives on all things in this life. Whilst I will not bore you with my personal opinions on staple subjects such as politics (especially in the shadow of Brexit!!) or religion, I will always share my opinions on my favourite subject of all - my vocation - CX!

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Tags: Customer Experience

The current state of Customer Experience in Retail: The ForeSee Experience Index (FXI)
August 30, 2018
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 is believed to be, the world's first ever customer complaint..... 4,000 years ago!! However, whilst there have been one or two technological advances since the man who lodged the complaint, Nanni, felt compelled to write about his incorrect iron ore delivery on a tablet of stone, the emotions we are left with after many customer experiences 4,000 years later, have moved on to a much lesser degree.

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Tags: Customer Experience, Retail

What really makes customers happy?
August 13, 2018
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

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Tags: Customer Experience

The Accidental Customer Experience
August 07, 2018
I often write my blog posts and articles whilst travelling on either a train or an aeroplane. Although I can also be found hunched over my laptop keyboard in hotel rooms at twilight hours, the confined space of a metal tube travelling at high speeds is the perfect environment for me to commit my thoughts into words.

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Tags: Customer Experience

Customer Experience Consultancy Ltd
February 20, 2012
A comprehensive blog on the subject of customer experience since 2012

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Tags: Change Management, Culture, Customer Experience

1 Book
Customer What? The honest and practical guide to customer experience
Customer Experience Consultancy Ltd
April 24, 2018
Part practice handbook, part novel, part therapy, Customer what? is a practical guide to creating, and sustaining, the focus on customer experience to create value in the long term.
This book is divided into four sections – each contains an overview of what needs doing; a set of practical activities and approaches to help you do it; and a story or two to illuminate your path.
The fundamentals – essentials for success.
Culture – connecting people to the strategy, and creating the right conditions for action.
Making it happen – tools and tactics for delivering the strategy.
Sustaining – continuously advocating for change.

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Tags: Culture, Customer Experience, Leadership

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Ian Golding