Ian Golding, CEO and Founder of Customer Experience Consultancy, joins Sean McIver to shed light on the true purpose and strategy of CX management. They share why organisations must shift their strategies from product-led to experience-led, how to balance short-term ROI with long-term customer-centric growth, and the importance of mapping and measuring the customer journey.

Ian Golding is a pioneering figure in the customer experience industry, being the first-ever Certified Customer Experience Professional (CCXP) endorsed by the Customer Experience Professionals Association (CXPA) to offer CCXP accreditation training. With a rich experience spanning over twenty-seven years, Ian has showcased his expertise in diverse sectors such as retail, financial services, logistics, telecoms, and pharmaceuticals.

Besides leading the Customer Experience Consultancy, Ian holds key customer experience roles at The Customer Institute, Customer Experience Magazine, and the Chartered Institute of Marketing. Moreover, he is a Co-founder of The Entrepreneurial Retreat Programme and is the acclaimed author of "Customer What".

If you enjoyed this episode, then please either: