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Author: Ian Golding

This author has written 6 articles

Author

Ian

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 first book, ‘Customer What? The honest and practical guide to Customer Experience’, was launched to critical acclaim in May 2018.

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Using data to improve customer experience

Using data to improve customer experience

  • Ian Golding
  • November 1, 2019
  • Customer Experience / Interview

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…

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Customer Experience measurement: why it is vitally important but badly done

Customer Experience measurement: why it is vitally important but badly done

  • Ian Golding
  • October 28, 2019
  • Article / Customer Experience / Featured

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…

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Trust – the embodiment of customer experience

Trust – the embodiment of customer experience

  • Ian Golding
  • October 21, 2019
  • Article / 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…

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The desire to make a difference in creating a customer-oriented culture

The desire to make a difference in creating a customer-oriented culture

  • Ian Golding
  • October 11, 2019
  • Customer Experience / Interview

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…

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The importance of customer culture – an interview with Chris Brown

The importance of customer culture – an interview with Chris Brown

  • Ian Golding
  • October 9, 2019
  • Customer Experience / Interview

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…

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The future of VOC measurement: Don’t let organisations do it themselves!

The future of VOC measurement: Don’t let organisations do it themselves!

  • Ian Golding
  • August 31, 2019
  • Article

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…

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