Ask Ian: Should my Business Hire a Dedicated CX Professional?

February 7, 20194min

Customer Experience specialist Ian Golding, author of Customer What: The Honest and Practical Guide to Customer Experience, writes for Customer Experience Magazine offering expert insight to help businesses improve their CX offering. 

To ask Ian a question on how to boost the Customer Experience provided by YOUR business, please email your question to editor@cxm.world. The best questions will be featured in future instalments.

Ian also leads the CX Professional Masterclass. Click here for details of upcoming Masterclass dates.

Should any business (irrespective of size) hire an individual who possesses an understanding of the competencies and capabilities required for an organisation to become sustainably customer-centric?

The answer to this is, in my humble opinion, is simple…..YES!

As anyone who has heard me speak, or read my thoughts on the subject of Customer Experience in the past will know, CX is now recognised globally as a bona fide profession. This fact demonstrates that like all professions, there is a ‘science’ that defines the work that someone in a Customer Experience role performs. The ‘science’ is formed of six competencies, established by the Customer Experience Professionals Association (CXPA). These are:

Customer-Centric Culture

Voice of the Customer, Customer Insight, and Understanding

Organisational Adoption and Accountability

Customer Experience Strategy

Experience Design, Improvement, and Innovation

Metrics, Measurement, and ROI

This is a broad set of subject areas that Customer Experience Professionals (CXPs) are expected to have a good working knowledge of. The best CXPs in the world apply the science in a way that is appropriate to every and any situation/scenario they face. If an organisation has an aspiration to become sustainably customer-centric, it will find it extremely difficult to do so if it does not contain the expertise and specialisms to make it a tangible reality.

What official title an organisation gives someone with these skills is actually not that important; what is critical is that the organisation recognises the importance of Customer Experience capability and enables those with the skillset to work alongside their colleagues to drive a cross-functional, collaborative approach to becoming customer-centric.

To find out more about the Certified Customer Experience Professional qualification, visit the CCXP website.

To find out more about Ian’s CX Masterclasses and CCXP Exam Preparation Workshops, click here.


Ian Golding

Ian Golding

A highly influential freelance Customer Experience consultant, Ian advises leading companies on Customer Experience strategy, measurement, improvement and employee advocacy techniques and solutions. He has worked across multiple industries including retail, financial services, logistics, telecoms and pharmaceuticals and has deployed Customer Experience tools and methodologies all over the world. Ian is an internationally renowned speaker and blogger on the subject of customer experience ijgolding.com who served on the inaugural board of Directors of the CXPA (Customer Experience Professionals Association). In 2014, Ian officially became a Certified Customer Experience Professional, currently being on the UK Board of Ambassadors for the CXPA. Ian is also a regular judge at the UK Customere Experience Awards




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