ijgolding

JUNE 9, 2015

If you have followed my writing for a while, you will be very much aware that I am very proud and passionate Customer Experience Professional (CXP). One of a growing number of ‘specialists’ in the newly recognised professional field, this group of skilled, experienced practitioners is growing in number on a weekly basis.

Customer Experience Professionals 120

Customer Experience Professionals Leadership Customer Experience Effort Score 120

ijgolding

MARCH 20, 2018

Today I am absolutely delighted to share my interview with passionate Customer Experience Professional, Kathy van de Laar – enjoy… Ian. While I was there, the agency started working with something called experience-based branding. When I look back on it, this was for me the start of customer experience.

Customer Journeys 152

Customer Journeys Culture Customer Centricity Contact Center 152

Experience Matters

OCTOBER 5, 2015

What is the company communicating? Companies often focus on the think level, hoping that a barrage of communications can drive culture change. Our research shows that customer experience leaders have more customer-centric and mission-centric cultures. 5) How Customer-Centric Are Organizations?

Culture 120

Culture Strategy Customer Connectedness Customer Centricity 120