ijgolding

MARCH 20, 2018

This year, Ian Golding (that’s me), will officially become the author of a book. Today I am absolutely delighted to share my interview with passionate Customer Experience Professional, Kathy van de Laar – enjoy… Ian. I started EarlyBridge in 2004. A lifetimes ambition, I am beyond excited!!

Customer Journeys 152

Customer Journeys Culture Customer Centricity Contact Center 152

Horizon CX

JULY 15, 2019

The inherent flexibility of online learning can often drag the learning experience much further out than originally intended. However, in 2011, I discovered the Customer Experience Professionals Association (CXPA) to which I joined up and volunteered for everything imaginable. That didn’t exist back then.

Course 113

Course Training Entertainment Exercises 113

CX Ahead

FEBRUARY 27, 2018

One that drives revenue through a focus on customer value, enriching relationships and reducing price sensitivity and churn rates. Jeanne Bliss , a CX thought leader, puts forward three fundamental truths on CX strategy: Customers are assets, not costs Customer experience professionals need to earn the right to do the work (i.e.

Omni-Channel 52

Omni-Channel Company Entertainment Customer Centricity 52

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. Aimee Lucas is an experience management researcher, advisor, trainer, and speaker.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. Aimee Lucas is an experience management researcher, advisor, trainer, and speaker.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Talkdesk

MAY 23, 2019

Adrian’s a Forbes contributor, the author of an upcoming book called Punk CX, and more importantly, a speaker on the upcoming Talkdesk CX tour in London. Shell went through some changes in 2004 and I left and decided I was going to try and do something a bit more independent. Here’s our conversation, I hope you enjoy.

Customer Experience 8

Customer Experience Groups Customer Experience Professionals Training 8

ijgolding

FEBRUARY 23, 2016

So many organisations are unable to enable their people to ‘do what is right’ – to EMPOWER them; rather than just do what it says in the rule book. I recently asked Joseph this very question – which is more important, the heart or the head?

Customer Experience 120

Customer Experience Customers Engagement Customer Experience Professionals 120