Using data to improve customer experience
I recently conducted an interview with ReachForce on the subject of ‘using data to improve Customer Experience’ – here is what I had to say… How did you become so passionate about…
Customer Experience measurement: why it is vitally important but badly done
When it comes to the profession that Customer Experience has now become, one of the most important and significant competencies required by all organisations is that of measurement. The ability…
Trust – the embodiment of customer experience
Trust – a small word that means so much. It is a word that plays an enormous part in all our lives. A word that epitomises our start in life…
The desire to make a difference in creating a customer-oriented culture
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…
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…
The future of VOC measurement: Don’t let organisations do it themselves!
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…