{"schemaVersion":1,"profileUrl":"https://nowen.ai/agents/ijgolding-com","markdownUrl":"https://nowen.ai/agents/ijgolding-com.md","jsonUrl":"https://nowen.ai/agents/ijgolding-com.json","name":"Ian Golding","legalName":"Customer Experience Consultancy Ltd","website":"https://ijgolding.com","industry":"Management Consulting","deliveryModel":"services","marketCategories":{"primary":{"name":"Business Books","url":"https://nowen.ai/category/business-books"},"others":[]},"status":{"trust":"unclaimed","text":"Unclaimed: compiled by Nowen from public sources, not reviewed by the company"},"updatedAt":"2026-11-04T19:18:32.054Z","summary":"Ian Golding helps organizations embed customer experience into their strategy, culture, and everyday operations.","description":"Ian Golding helps organizations turn customer experience strategy into practical, measurable change. Working with leaders, teams, and customer experience professionals across sectors, he provides consulting, capability building, mentoring, and thought leadership to help organizations become more customer-centric and improve the experiences they deliver.","mission":"Help organizations move from talking about customer experience to delivering it by building lasting customer-centric capability and turning insight into practical action.","directory":{"industryName":"Management Consulting","agentCount":128,"indexable":true,"hubUrl":"https://nowen.ai/industry/management-consulting"},"categoryDirectory":{"name":"Business Books","agentCount":37,"indexable":true,"url":"https://nowen.ai/category/business-books"},"aiReaderFamilies":["OpenAI","Perplexity","Meta","Amazon"],"products":[{"name":"Customer experience management consulting","anchor":"product-customer-experience-management-consulting","type":"Service","url":"https://www.ijgolding.com/customer-experience-management-consulting","summary":"Helps organisations turn customer experience ambitions into practical programmes, clearer priorities and ongoing improvements in how they serve customers.","description":"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.","pricing":{},"features":[{"name":"Customer experience programme design and implementation","value":"Turn CX Ambitions Into Practical Action","valueDescription":"Get support translating customer experience goals into a programme that can be deployed, or focus consulting on a specific customer-related challenge."},{"name":"Customer experience strategy and persona development","value":"Clarify Your Desired Customer Experience","valueDescription":"Develop a customer experience strategy that includes the brand proposition and customer and employee personas, helping frame the experience the organisation intends to deliver."},{"name":"Customer journey mapping and management","value":"Map And Improve Customer Journeys","valueDescription":"Make customer interactions visible and manage journeys continuously to identify where the experience can better meet customer needs and expectations."},{"name":"Customer-centricity maturity assessment","value":"Assess Maturity And Identify Next Steps","valueDescription":"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."},{"name":"Customer experience measurement systems","value":"Measure Customer, Process And Employee Perspectives","valueDescription":"Bring together customer, process and employee perspectives in a measurement system to understand different aspects of the experience and its delivery."},{"name":"Customer-focused continuous improvement programmes","value":"Build A Structured Improvement Programme","valueDescription":"Establish a customer-focused approach to ongoing improvement, principally drawing on Lean Six Sigma methodologies."},{"name":"Employee engagement and advocacy initiatives","value":"Strengthen Employee Engagement And Advocacy","valueDescription":"Develop initiatives and approaches that focus on employee engagement and advocacy within the organisation's customer experience work."}]},{"name":"Customer Experience Masterclass","anchor":"product-customer-experience-masterclass","type":"Service","url":"https://www.ijgolding.com/customer-experience-masterclass","summary":"Helps leaders and teams turn customer experience intentions into measurable, sustainable action with practical tools, shared language and clear improvement priorities.","description":"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.","pricing":{},"features":[{"name":"Shared CX language and capability","value":"Build Shared CX Understanding","valueDescription":"A shared language helps leaders and cross-functional teams discuss the intended customer experience and connect the elements needed to manage and improve it."},{"name":"Customer experience strategy development","value":"Create A Practical CX Strategy","valueDescription":"The strategy-on-a-page template helps participants bring organisational purpose and ambitions together with the experience they want customers to have."},{"name":"Customer journey mapping and management","value":"Map And Improve Customer Journeys","valueDescription":"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."},{"name":"Evidence-led measurement","value":"Connect Customer, Employee And Process Evidence","valueDescription":"Using complementary customer, employee and process evidence helps participants clarify priorities, avoid conclusions based only on opinion and connect operational performance with customer perceptions."},{"name":"Improvement prioritisation and action planning","value":"Prioritise Evidence-Led CX Improvements","valueDescription":"Participants leave with initial improvement priorities and actions, helping them focus on what matters rather than trying to fix everything at once."},{"name":"Action-focused participant outputs","value":"Leave With Clear Actions And Ownership","valueDescription":"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."},{"name":"Interactive virtual delivery","value":"Apply CX Learning Across Three Sessions","valueDescription":"Participants work through the programme in three virtual sessions, applying concepts to their own context and translating learning into specific actions and ownership."},{"name":"CX capability assessment","value":"Assess CX Capability And Maturity","valueDescription":"The self-assessment gives participants a structured way to reflect on CX capability across the five CXPA competency areas and identify areas for development."},{"name":"Change management and customer-centric culture","value":"Connect CX Improvement With Culture","valueDescription":"Participants consider how leadership behaviour, employee engagement and change management can support customer-centric improvement and accountability across the organisation."},{"name":"Customer and employee personas","value":"Use Customer And Employee Perspectives","valueDescription":"Personas and employee heroes help teams consider customer needs and the roles employees play when making decisions about the intended experience."},{"name":"Customer empathy practice","value":"Practise Customer Empathy","valueDescription":"Exercises using customer perspectives and stories help participants consider how experiences feel from the customer’s point of view."},{"name":"Bespoke in-house delivery","value":"Arrange A Bespoke In-House Masterclass","valueDescription":"Organisations can contact Ian to discuss a bespoke in-house version of the masterclass."}]},{"name":"CCXP Exam Preparation Workshop","anchor":"product-ccxp-exam-preparation-workshop","type":"Service","url":"https://www.ijgolding.com/ccxp-exam-preparation-workshop","summary":"Build structured CCXP exam readiness with blueprint-led learning, practical question practice, application guidance and a clearer revision plan.","description":"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.","pricing":{},"features":[{"name":"CCXP blueprint coverage","value":"Connect Your Experience To The Exam Blueprint","valueDescription":"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."},{"name":"Exam methodology and question practice","value":"Practise CCXP-Style Judgement Questions","valueDescription":"Guided question practice helps candidates understand how to reason through multiple-choice questions and distinguish the strongest practical response from plausible alternatives."},{"name":"Application preparation and review","value":"Strengthen Your Application Approach","valueDescription":"Application guidance and a structured review help candidates understand the application route and organise evidence of their CX experience."},{"name":"CCXP training expertise","value":"Learn From An Experienced CCXP Educator","valueDescription":"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."},{"name":"Online one-day workshop","value":"Prepare In One Focused Online Day","valueDescription":"A concentrated online workshop gives experienced CX professionals a structured preparation experience in one focused day."},{"name":"Revision and development planning","value":"Plan Your Next Preparation Steps","valueDescription":"Participants leave with a clearer view of their next preparation priorities and areas for continued professional development."},{"name":"Workshop materials","value":"Review Materials And Practise Afterward","valueDescription":"The deck, application guide, review element, and competency-based sample questions provide materials delegates can use to revisit workshop content and continue their preparation."}]},{"name":"Customer Experience Leadership Workshop","anchor":"product-customer-experience-leadership-workshop","type":"Service","url":"https://www.ijgolding.com/customer-experience-training","summary":"Helps leaders understand their role and the capabilities their people need to support a more customer-centric organisation.","description":"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.","pricing":{},"features":[{"name":"Leadership responsibility understanding","value":"Clarify Leadership Responsibilities","valueDescription":"Leaders gain a clearer understanding of what is required of them to help their organisations become more customer-centric."},{"name":"Team competency identification","value":"Identify Required Team Competencies","valueDescription":"Leaders build an understanding of the competencies their people need to help the organisation become more customer-centric."},{"name":"Customer-centric organisation support","value":"Support Customer-Centric Change","valueDescription":"The workshop helps leaders understand how their role and their people's competencies support the organisation's move towards becoming more customer-centric."},{"name":"Half- or whole-day workshop delivery","value":"Choose A Workshop Duration","valueDescription":"Organisations can choose a half-day or whole-day format for the leadership workshop."}]},{"name":"CCXP-Aligned Experiential Training Programme","anchor":"product-ccxp-aligned-experiential-training-programme","type":"Service","url":"https://www.ijgolding.com/customer-experience-training","summary":"Build practical customer experience capability by learning CCXP-aligned competencies and putting that learning into practice over a typically 12-month programme.","description":"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.","pricing":{},"features":[{"name":"CCXP blueprint alignment","value":"Learn CCXP-Aligned Competencies","valueDescription":"Build knowledge of the competencies described in the CCXP blueprint through a programme designed around that framework."},{"name":"Experiential application","value":"Put Learning Into Practice","valueDescription":"Apply learning in practice as part of the programme, connecting the CCXP-aligned competencies to work in a customer experience role."},{"name":"Twelve-month programme format","value":"Develop Capability Over Twelve Months","valueDescription":"The typical 12-month programme format provides a defined period for delegates to learn about the competencies and put their learning into practice."}]},{"name":"The Customer Experience Game","anchor":"product-the-customer-experience-game","type":"Service","url":"https://www.ijgolding.com/customer-experience-training","summary":"Engages colleagues across the organisation in understanding customer experience through a facilitated game.","description":"A facilitated, interactive game designed to engage colleagues at all levels of an organisation in understanding customer experience.","pricing":{},"features":[{"name":"Facilitated game-based CX learning","value":"Engage Colleagues In Customer Experience","valueDescription":"The facilitated game provides a way to involve colleagues across organisational levels in understanding customer experience."}]},{"name":"Bespoke customer experience training","anchor":"product-bespoke-customer-experience-training","type":"Service","url":"https://www.ijgolding.com/customer-experience-training","summary":"Builds the knowledge and practical capability teams need to apply customer experience learning to their organisation’s specific needs.","description":"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.","pricing":{},"features":[{"name":"Competency-specific training","value":"Target Learning To Specific Needs","valueDescription":"Focus training on the customer experience competencies and subjects that matter to your organisation, including measurement and customer journey mapping."},{"name":"Practical knowledge transfer","value":"Apply Learning In Real Work","valueDescription":"Connect customer experience theory to practical application so people can use their learning in their roles and bring customer experience to life."}]},{"name":"Customer experience mentoring","anchor":"product-customer-experience-mentoring","type":"Service","url":"https://www.ijgolding.com/customer-experience-mentoring","summary":"Develop your customer experience career with practical guidance, CCXP preparation support and a knowledgeable sounding board for work challenges.","description":"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.","pricing":{},"features":[{"name":"Career guidance for customer experience professionals","value":"Develop Your Customer Experience Career","valueDescription":"Get guidance and mentoring suited to your stage in the customer experience profession, helping you pursue personal goals and professional ambitions."},{"name":"CCXP accreditation preparation","value":"Prepare For CCXP Accreditation","valueDescription":"Receive guidance on preparing for the CCXP exam, compiling application evidence and developing a clear approach to the exam."},{"name":"Customer experience challenge support","value":"Work Through CX Challenges","valueDescription":"Discuss a customer experience work problem with a mentor who can offer guidance and support."},{"name":"Personal support and listening","value":"Get A Supportive Sounding Board","valueDescription":"Have a supportive conversation with someone who is available to listen and help you consider your customer experience work or goals."}]},{"name":"Keynote speaking","anchor":"product-keynote-speaking","type":"Service","url":"https://www.ijgolding.com/keynote-speaker","summary":"Give event audiences customer experience insights from an international speaker covering customer service, leadership and retail.","description":"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.","pricing":{},"features":[{"name":"Customer experience and leadership topics","value":"Cover Relevant Business Topics","valueDescription":"Offer audiences perspectives on customer experience, customer service, leadership and retail."},{"name":"International event delivery","value":"Reach Audiences Around The World","valueDescription":"Bring an internationally experienced speaker to conferences, business events and media audiences across a broad range of countries."},{"name":"Brief interpretation and audience rapport","value":"Connect With Event Audiences","valueDescription":"Draw on strong presentation skills to interpret an event brief, build rapport with the audience and support positive audience feedback."}]},{"name":"Customer What? The Honest and Practical Guide to Customer Experience","anchor":"product-customer-what-the-honest-and-practical-guide-to-customer-experience","type":"Product","url":"https://www.ijgolding.com/customer-what","summary":"Helps readers turn customer experience intentions into practical action and build a sustained focus that creates long-term value.","description":"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.","pricing":{},"features":[{"name":"Four-part customer experience guide","value":"Follow A Structured Path To Sustained Change","valueDescription":"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."},{"name":"Practical activities and approaches","value":"Apply Practical Customer Experience Activities","valueDescription":"The activities, approaches, tools and tactics give readers practical ways to engage with the material and put customer experience strategy into action."},{"name":"Stories alongside practical guidance","value":"Use Stories To Bring Guidance To Life","valueDescription":"Stories accompany the practical activities and approaches, offering illustrative context as readers work through the book's customer experience guidance."}],"marketCategories":[{"name":"Business Books","url":"https://nowen.ai/category/business-books"}]}],"audiences":[],"segments":[],"faq":[],"comparisons":[],"sources":[{"url":"https://ijgolding.com","text":"Ian Golding"},{"url":"https://www.ijgolding.com/customer-experience-management-consulting","text":"Customer experience management consulting"},{"url":"https://www.ijgolding.com/customer-experience-masterclass","text":"Customer Experience Masterclass"},{"url":"https://www.ijgolding.com/ccxp-exam-preparation-workshop","text":"CCXP Exam Preparation Workshop"},{"url":"https://www.ijgolding.com/customer-experience-training","text":"Customer Experience Leadership Workshop"},{"url":"https://www.ijgolding.com/customer-experience-mentoring","text":"Customer experience mentoring"},{"url":"https://www.ijgolding.com/keynote-speaker","text":"Keynote speaking"},{"url":"https://www.ijgolding.com/customer-what","text":"Customer What? The Honest and Practical Guide to Customer Experience"}]}