International Customer Experience (CX) consultant Ian Golding has joined Customer Experience Magazine as a Non-Executive Editor, bringing with him a wealth of industry experience, knowledge, and ideas to benefit the CX community in the UK and beyond.
Ian, who leads the successful Customer Experience Masterclasses and judges at the UK Customer Experience Awards, is one of the world’s foremost authorities on CX, and has helped countless firms realign to adapt their business for a changing consumer landscape, where the customer has taken control of how a brand is perceived publicly.
His appointment to this influential role at Customer Experience Magazine comes as Ian prepares for the official launch of his groundbreaking new book, Customer What?: The Honest and Practical Guide to Customer Experience.
Described by the author as “part practice handbook, part novel, and part therapy”, the new tome covers the fundamentals of CX, along with a guide on how to overhaul the culture in a business to ‘make it happen’, and most importantly, ‘keep it that way’.
Speaking of the book and his motivation behind writing it, Ian said:
“Now, more than ever, should be a wonderful time to be a customer. I have observed, and been part of, a tidal wave of focus on Customer Experience, as businesses have increasingly recognised that doing the right thing by their customers, and actively managing the experience, might make sense.”
On his new role at CXM, Ian added:
“I’m looking forward to sustaining the advancement of knowledge and education across all CX skills, capabilities, and competencies, whilst continuing to inspire all those who have the genuine passion and desire to do the right thing for customers, employees, and shareholders alike.”
Welcoming Ian on board, CXM Editor Paul Ainsworth said:
“As all those who have had the pleasure of learning from Ian will know, his knowledge of Customer Experience is unparalleled, along with his infectious passion for this ever-more relevant realm in the world of business.
We are thrilled at CXM to have his influence inspire our readership to do great things for their own customers, as we navigate further into a digital age which offers challenges for businesses, but also fantastic opportunities.”