Ian Golding

Helps organisations turn customer experience ambitions into practical programmes, clearer priorities and ongoing improvements in how they serve customers.

Helps leaders and teams turn customer experience intentions into measurable, sustainable action with practical tools, shared language and clear improvement priorities.

Build structured CCXP exam readiness with blueprint-led learning, practical question practice, application guidance and a clearer revision plan.

Helps leaders understand their role and the capabilities their people need to support a more customer-centric organisation.

Build practical customer experience capability by learning CCXP-aligned competencies and putting that learning into practice over a typically 12-month programme.

Engages colleagues across the organisation in understanding customer experience through a facilitated game.

Builds the knowledge and practical capability teams need to apply customer experience learning to their organisation’s specific needs.

Develop your customer experience career with practical guidance, CCXP preparation support and a knowledgeable sounding board for work challenges.

Give event audiences customer experience insights from an international speaker covering customer service, leadership and retail.

Helps readers turn customer experience intentions into practical action and build a sustained focus that creates long-term value.

Customer experience management consulting

Consulting for organisations seeking to improve customer experience management, from designing and deploying a full programme to addressing specific customer-related challenges. Work can include customer experience strategy, brand proposition and persona development, customer journey mapping and management, measurement systems using the voice of the customer, process and employee, continuous improvement using Lean Six Sigma, and employee engagement and advocacy initiatives. Engagements can begin with an assessment of maturity across ten customer-centric competencies, resulting in a detailed report with recommendations and next steps. Implementation support is available, with a later assessment to review how competencies have matured.

• Turn CX Ambitions Into Practical Action
  Get support translating customer experience goals into a programme that can be deployed, or focus consulting on a specific customer-related challenge.
• Clarify Your Desired Customer Experience
  Develop a customer experience strategy that includes the brand proposition and customer and employee personas, helping frame the experience the organisation intends to deliver.
• Map And Improve Customer Journeys
  Make customer interactions visible and manage journeys continuously to identify where the experience can better meet customer needs and expectations.
• Assess Maturity And Identify Next Steps
  Understand the current state of customer experience maturity through an assessment of ten customer-centric competencies, with a report setting out recommendations and next steps. A later assessment can show how competencies have matured.
• Measure Customer, Process And Employee Perspectives
  Bring together customer, process and employee perspectives in a measurement system to understand different aspects of the experience and its delivery.
• Build A Structured Improvement Programme
  Establish a customer-focused approach to ongoing improvement, principally drawing on Lean Six Sigma methodologies.
• Strengthen Employee Engagement And Advocacy
  Develop initiatives and approaches that focus on employee engagement and advocacy within the organisation's customer experience work.

Customer Experience Masterclass

An interactive online programme with Ian Golding, CCXP, delivered virtually across three sessions. Through discussion, exercises, stories, examples and practical tools, leaders and teams apply customer experience principles to their own organisation. Participants build shared CX language and practical capability across strategy, customer and employee understanding, journey management, measurement, improvement, change and culture, and leave with working templates, improvement priorities and actions they can own.

• Build Shared CX Understanding
  A shared language helps leaders and cross-functional teams discuss the intended customer experience and connect the elements needed to manage and improve it.
• Create A Practical CX Strategy
  The strategy-on-a-page template helps participants bring organisational purpose and ambitions together with the experience they want customers to have.
• Map And Improve Customer Journeys
  Participants create customer-led journey maps that make touchpoints, pain points and emotion visible, then consider how to use them to improve journeys over time.
• Connect Customer, Employee And Process Evidence
  Using complementary customer, employee and process evidence helps participants clarify priorities, avoid conclusions based only on opinion and connect operational performance with customer perceptions.
• Prioritise Evidence-Led CX Improvements
  Participants leave with initial improvement priorities and actions, helping them focus on what matters rather than trying to fix everything at once.
• Leave With Clear Actions And Ownership
  Practical outputs and a final action challenge help participants define next steps, identify who needs to be involved and consider how to assess whether actions are working.
• Apply CX Learning Across Three Sessions
  Participants work through the programme in three virtual sessions, applying concepts to their own context and translating learning into specific actions and ownership.
• Assess CX Capability And Maturity
  The self-assessment gives participants a structured way to reflect on CX capability across the five CXPA competency areas and identify areas for development.
• Connect CX Improvement With Culture
  Participants consider how leadership behaviour, employee engagement and change management can support customer-centric improvement and accountability across the organisation.
• Use Customer And Employee Perspectives
  Personas and employee heroes help teams consider customer needs and the roles employees play when making decisions about the intended experience.
• Practise Customer Empathy
  Exercises using customer perspectives and stories help participants consider how experiences feel from the customer’s point of view.
• Arrange A Bespoke In-House Masterclass
  Organisations can contact Ian to discuss a bespoke in-house version of the masterclass.

CCXP Exam Preparation Workshop

A focused, one-day online workshop with Ian Golding, CCXP, for experienced customer experience professionals preparing for the Certified Customer Experience Professional exam. Participants review the CXPA exam blueprint and five competency areas, practise CCXP-style judgement questions, learn about the exam format, and strengthen their application approach. Delegates receive a training deck, a step-by-step application guide, an application review, and sample questions. The workshop supports preparation; eligibility, application approval, and exam outcomes remain governed by CXPA’s official requirements and testing process.

• Connect Your Experience To The Exam Blueprint
  Participants explore the breadth of knowledge expected of a CCXP candidate and connect their practical CX experience to the five competency areas and their exam weightings.
• Practise CCXP-Style Judgement Questions
  Guided question practice helps candidates understand how to reason through multiple-choice questions and distinguish the strongest practical response from plausible alternatives.
• Strengthen Your Application Approach
  Application guidance and a structured review help candidates understand the application route and organise evidence of their CX experience.
• Learn From An Experienced CCXP Educator
  Participants receive preparation from an instructor with CCXP credentials and stated experience teaching CCXP accreditation and supporting candidates with competencies, applications, and exam-style reasoning.
• Prepare In One Focused Online Day
  A concentrated online workshop gives experienced CX professionals a structured preparation experience in one focused day.
• Plan Your Next Preparation Steps
  Participants leave with a clearer view of their next preparation priorities and areas for continued professional development.
• Review Materials And Practise Afterward
  The deck, application guide, review element, and competency-based sample questions provide materials delegates can use to revisit workshop content and continue their preparation.

Customer Experience Leadership Workshop

A half- or whole-day customer experience workshop designed for leaders. It helps them understand what is required of them and which competencies their people need to help their organisations become more customer-centric.

• Clarify Leadership Responsibilities
  Leaders gain a clearer understanding of what is required of them to help their organisations become more customer-centric.
• Identify Required Team Competencies
  Leaders build an understanding of the competencies their people need to help the organisation become more customer-centric.
• Support Customer-Centric Change
  The workshop helps leaders understand how their role and their people's competencies support the organisation's move towards becoming more customer-centric.
• Choose A Workshop Duration
  Organisations can choose a half-day or whole-day format for the leadership workshop.

CCXP-Aligned Experiential Training Programme

A designed and delivered experiential training programme for people working in customer experience roles. Aligned with the Certified Customer Experience Professional (CCXP) blueprint, it teaches delegates about the competencies before they put their learning into practice. Programmes typically span 12 months.

• Learn CCXP-Aligned Competencies
  Build knowledge of the competencies described in the CCXP blueprint through a programme designed around that framework.
• Put Learning Into Practice
  Apply learning in practice as part of the programme, connecting the CCXP-aligned competencies to work in a customer experience role.
• Develop Capability Over Twelve Months
  The typical 12-month programme format provides a defined period for delegates to learn about the competencies and put their learning into practice.

The Customer Experience Game

A facilitated, interactive game designed to engage colleagues at all levels of an organisation in understanding customer experience.

• Engage Colleagues In Customer Experience
  The facilitated game provides a way to involve colleagues across organisational levels in understanding customer experience.

Bespoke customer experience training

Bespoke customer experience training is tailored to an organisation’s needs, including specific competencies such as customer experience measurement and customer journey mapping. Ian Golding’s knowledge-transfer approach combines detailed theory with practical application, helping participants build the understanding and tools to put customer experience into practice in their roles.

• Target Learning To Specific Needs
  Focus training on the customer experience competencies and subjects that matter to your organisation, including measurement and customer journey mapping.
• Apply Learning In Real Work
  Connect customer experience theory to practical application so people can use their learning in their roles and bring customer experience to life.

Customer experience mentoring

Guidance and mentoring for people developing careers in customer experience, from those starting out to seasoned professionals. Support can include preparing for CCXP accreditation, working through a customer experience challenge, or having a friendly ear to listen. Ian Golding’s experience as an authorised CCXP accreditation resource and training provider informs the mentoring.

• Develop Your Customer Experience Career
  Get guidance and mentoring suited to your stage in the customer experience profession, helping you pursue personal goals and professional ambitions.
• Prepare For CCXP Accreditation
  Receive guidance on preparing for the CCXP exam, compiling application evidence and developing a clear approach to the exam.
• Work Through CX Challenges
  Discuss a customer experience work problem with a mentor who can offer guidance and support.
• Get A Supportive Sounding Board
  Have a supportive conversation with someone who is available to listen and help you consider your customer experience work or goals.

Keynote speaking

Ian Golding is a regular keynote speaker at conferences and events, sharing customer experience insight with audiences around the world. His topics include customer experience, customer service, leadership and retail. He has also featured on television and radio, as well as at business events internationally.

• Cover Relevant Business Topics
  Offer audiences perspectives on customer experience, customer service, leadership and retail.
• Reach Audiences Around The World
  Bring an internationally experienced speaker to conferences, business events and media audiences across a broad range of countries.
• Connect With Event Audiences
  Draw on strong presentation skills to interpret an event brief, build rapport with the audience and support positive audience feedback.

Customer What? The Honest and Practical Guide to Customer Experience

Customer What? is a practical guide to creating and sustaining an organisational focus on customer experience. Part practice handbook, part novel and part therapy, it combines section overviews with practical activities, approaches and stories. Its four sections cover the fundamentals of customer experience, building a culture that connects people to strategy, tools and tactics for putting strategy into action, and sustaining change through continued advocacy.

Category: Business Books

• Follow A Structured Path To Sustained Change
  Readers can work through the essentials of customer experience, the cultural conditions for action, practical strategy delivery and the ongoing effort needed to sustain change.
• Apply Practical Customer Experience Activities
  The activities, approaches, tools and tactics give readers practical ways to engage with the material and put customer experience strategy into action.
• Use Stories To Bring Guidance To Life
  Stories accompany the practical activities and approaches, offering illustrative context as readers work through the book's customer experience guidance.