Ian Golding is a Certified Customer Experience Professional and Customer Experience Specialist. Ian spent over twenty years in business improvement, and has always worked hard to ensure that the businesses he works for are as customer focused as possible. In 2012, he became an independent consultant, delivering projects in the automotive, financial services, logistics and utilities industries. In 2015, Ian became the first ever CCXP Authorised Resource and Training Provider and an Advisor and featured columnist for CustomerThink – a global online community of business leaders striving to create profitable customer-centric enterprises. He is currently on the UK Board of Ambassadors for the Customer Experience Professionals Association (CXPA)

Ian is also an annual member of the judging panels at the Gulf Customer Experience Awards, UK Customer Experience Awards, and the Customer Service Training Awards.

The real need for developing Customer Experience education

According to Ian, education is one of the keys to developing better customer experience.

Ian Golding

Ian Golding

“It is remarkably ironic that Customer Experience is considered a ‘new’ concept when organisations have been unconsciously delivering experiences since they were created,” Ian Golding

Even though we live in a world where we all either experience or provide customer experience (or both), it is a fact that people need to educate themselves about what Customer Experience is and how it should be delivered.

Until people and organisations realise that Customer Experience education is crucial for every business, they will continue to receive very random CX experiences. In other words, until companies understand the value of Customer Experience education, their businesses will:

•Work better than hoped

•Work as intended

•Work sometimes

•Not work often enough

•Not work at all

Ian Golding gave these 5 options on purpose, because he noticed that random knowledge gives random results. Organisations today just don’t have enough knowledge or expertise competence when it comes to Customer Experience.

“There are still a huge number of people who are yet to establish an understanding of the basic difference between Customer Service, Customer Experience and Customer Centricity

Who should learn about Customer Experience?

Even though there has been a shift in Customer Experience knowledge during the last couple of years, there is still a lot of work to do.

“Continuing education is and should be for everyone – from top to bottom”

That means that leaders need to understand how to get better at leading people just as employees need to develop and learn the latest tools and techniques. Continuing CX education is therefore something that everyone in company needs to focus on.

The importance of being a Certified Customer Experience Professional

Over the last years, a growing number of people became interested in learning how to become a Certified Customer Experience Professional (CCXP). That is exactly why the Customer Experience Academy (CXA) has been created:

“Achieving CCXP status will help increase your level of authority as a Customer Experience professional within your business”

Finally, as the world around us changes, the business as we know it now will change as well. People and organisations will therefore need to learn and stay updated on Customer Experience trends as the needs of consumers evolve through time.

Interested in becoming a genuine Customer Experience master? Find out more here:

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