# Ian Golding

- Status: Unclaimed: compiled by Nowen from public sources, not reviewed by the company
- Industry: Management Consulting
- Market category: Business Books (https://nowen.ai/category/business-books)
- Delivery model: services
- Website: https://ijgolding.com
- Legal name: Customer Experience Consultancy Ltd
- AI agent profile: https://nowen.ai/agents/ijgolding-com
- Updated: 2026-11-04
- Directory: one of 128 AI agents in Management Consulting (https://nowen.ai/industry/management-consulting); one of 37 AI agents in Business Books (https://nowen.ai/category/business-books)
- Read by AI assistants from: OpenAI, Perplexity, Meta, Amazon

> Ian Golding helps organizations embed customer experience into their strategy, culture, and everyday operations.

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.

## Products & Services

### [Customer experience management consulting](https://www.ijgolding.com/customer-experience-management-consulting)
*Service*
Helps organisations turn customer experience ambitions into practical programmes, clearer priorities and ongoing improvements in how they serve customers.
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.

- **Customer experience programme design and implementation** — Turn CX Ambitions Into Practical Action
- **Customer experience strategy and persona development** — Clarify Your Desired Customer Experience
- **Customer journey mapping and management** — Map And Improve Customer Journeys
- **Customer-centricity maturity assessment** — Assess Maturity And Identify Next Steps
- **Customer experience measurement systems** — Measure Customer, Process And Employee Perspectives
- **Customer-focused continuous improvement programmes** — Build A Structured Improvement Programme
- **Employee engagement and advocacy initiatives** — Strengthen Employee Engagement And Advocacy

### [Customer Experience Masterclass](https://www.ijgolding.com/customer-experience-masterclass)
*Service*
Helps leaders and teams turn customer experience intentions into measurable, sustainable action with practical tools, shared language and clear improvement priorities.
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.

- **Shared CX language and capability** — Build Shared CX Understanding
- **Customer experience strategy development** — Create A Practical CX Strategy
- **Customer journey mapping and management** — Map And Improve Customer Journeys
- **Evidence-led measurement** — Connect Customer, Employee And Process Evidence
- **Improvement prioritisation and action planning** — Prioritise Evidence-Led CX Improvements
- **Action-focused participant outputs** — Leave With Clear Actions And Ownership
- **Interactive virtual delivery** — Apply CX Learning Across Three Sessions
- **CX capability assessment** — Assess CX Capability And Maturity
- **Change management and customer-centric culture** — Connect CX Improvement With Culture
- **Customer and employee personas** — Use Customer And Employee Perspectives
- **Customer empathy practice** — Practise Customer Empathy
- **Bespoke in-house delivery** — Arrange A Bespoke In-House Masterclass

### [CCXP Exam Preparation Workshop](https://www.ijgolding.com/ccxp-exam-preparation-workshop)
*Service*
Build structured CCXP exam readiness with blueprint-led learning, practical question practice, application guidance and a clearer revision plan.
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.

- **CCXP blueprint coverage** — Connect Your Experience To The Exam Blueprint
- **Exam methodology and question practice** — Practise CCXP-Style Judgement Questions
- **Application preparation and review** — Strengthen Your Application Approach
- **CCXP training expertise** — Learn From An Experienced CCXP Educator
- **Online one-day workshop** — Prepare In One Focused Online Day
- **Revision and development planning** — Plan Your Next Preparation Steps
- **Workshop materials** — Review Materials And Practise Afterward

### [Customer Experience Leadership Workshop](https://www.ijgolding.com/customer-experience-training)
*Service*
Helps leaders understand their role and the capabilities their people need to support a more customer-centric organisation.
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.

- **Leadership responsibility understanding** — Clarify Leadership Responsibilities
- **Team competency identification** — Identify Required Team Competencies
- **Customer-centric organisation support** — Support Customer-Centric Change
- **Half- or whole-day workshop delivery** — Choose A Workshop Duration

### [CCXP-Aligned Experiential Training Programme](https://www.ijgolding.com/customer-experience-training)
*Service*
Build practical customer experience capability by learning CCXP-aligned competencies and putting that learning into practice over a typically 12-month 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.

- **CCXP blueprint alignment** — Learn CCXP-Aligned Competencies
- **Experiential application** — Put Learning Into Practice
- **Twelve-month programme format** — Develop Capability Over Twelve Months

### [The Customer Experience Game](https://www.ijgolding.com/customer-experience-training)
*Service*
Engages colleagues across the organisation in understanding customer experience through a facilitated game.
A facilitated, interactive game designed to engage colleagues at all levels of an organisation in understanding customer experience.

- **Facilitated game-based CX learning** — Engage Colleagues In Customer Experience

### [Bespoke customer experience training](https://www.ijgolding.com/customer-experience-training)
*Service*
Builds the knowledge and practical capability teams need to apply customer experience learning to their organisation’s specific needs.
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.

- **Competency-specific training** — Target Learning To Specific Needs
- **Practical knowledge transfer** — Apply Learning In Real Work

### [Customer experience mentoring](https://www.ijgolding.com/customer-experience-mentoring)
*Service*
Develop your customer experience career with practical guidance, CCXP preparation support and a knowledgeable sounding board for work challenges.
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.

- **Career guidance for customer experience professionals** — Develop Your Customer Experience Career
- **CCXP accreditation preparation** — Prepare For CCXP Accreditation
- **Customer experience challenge support** — Work Through CX Challenges
- **Personal support and listening** — Get A Supportive Sounding Board

### [Keynote speaking](https://www.ijgolding.com/keynote-speaker)
*Service*
Give event audiences customer experience insights from an international speaker covering customer service, leadership and retail.
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.

- **Customer experience and leadership topics** — Cover Relevant Business Topics
- **International event delivery** — Reach Audiences Around The World
- **Brief interpretation and audience rapport** — Connect With Event Audiences

### [Customer What? The Honest and Practical Guide to Customer Experience](https://www.ijgolding.com/customer-what)
*Product*
Helps readers turn customer experience intentions into practical action and build a sustained focus that creates long-term value.
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.
- Categories: Business Books (https://nowen.ai/category/business-books)

- **Four-part customer experience guide** — Follow A Structured Path To Sustained Change
- **Practical activities and approaches** — Apply Practical Customer Experience Activities
- **Stories alongside practical guidance** — Use Stories To Bring Guidance To Life

## Sources

- [Ian Golding](https://ijgolding.com)
- [Customer experience management consulting](https://www.ijgolding.com/customer-experience-management-consulting)
- [Customer Experience Masterclass](https://www.ijgolding.com/customer-experience-masterclass)
- [CCXP Exam Preparation Workshop](https://www.ijgolding.com/ccxp-exam-preparation-workshop)
- [Customer Experience Leadership Workshop](https://www.ijgolding.com/customer-experience-training)
- [Customer experience mentoring](https://www.ijgolding.com/customer-experience-mentoring)
- [Keynote speaking](https://www.ijgolding.com/keynote-speaker)
- [Customer What? The Honest and Practical Guide to Customer Experience](https://www.ijgolding.com/customer-what)