ijgolding

NOVEMBER 17, 2016

KS: My foray into the CX discipline came about in 2004 quite by chance when, after years of serving in customer-facing roles, I received an offer I couldn’t refuse—to manage the Voice of the Customer program of a US-based B2B organization. . IG: Experience, experience, experience.

Customer Experience Professionals 120

Customer Experience Professionals Customer Experience Customer Centricity Customers 120

Horizon CX

DECEMBER 31, 2018

Year-end has always been a time for personal reflection for me and as 2018 ends in just a few hours, I am inspired to share the following thoughts around Customer Experience both in reflection of the year just about to end and the one just about to begin. With that in mind, I offer the following observations and insights.

Customer Journeys 100

Customer Journeys Chief Customer Officer NPS Consulting 100

ijgolding

FEBRUARY 23, 2016

Empowering people to use their hearts AND their heads, can have an immensely powerful effect on not just the employee – it also has an immense effect on the experience that customers will have in interacting with them. 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