About Ian Golding and customer experience consultancy
Meet Ian Golding
Ian Golding, CCXP, is a globally recognised Customer Experience specialist, consultant, author, trainer and international keynote speaker. Over more than three decades, he has helped organisations understand what it really means to be customer centric, and how to turn that ambition into change you can see and measure.
Ian founded Customer Experience Consultancy to do exactly that. He works with organisations around the world on CX strategy, transformation and capability building, combining strategic thinking with a strong focus on practical delivery. If you're trying to connect what your customers need with your culture, your processes and your commercial results, this is where his experience makes the difference.
A career built on practice, not theory
Before setting up his consultancy in 2012, Ian spent 17 years in senior corporate roles, including positions at Royal Bank of Scotland, GE Commercial Finance, GE Reinsurance and Brake Brothers Foodservice. He went on to become Head of Group Customer Experience at Shop Direct, where he led the development and rollout of the organisation's CX strategy.
That hands on background shapes everything Ian does now. He doesn't see customer experience as a standalone project, but as something woven into how an organisation actually operates, from leadership and strategy through to culture, measurement, process and the frontline. His focus is always on understanding the end to end customer journey, spotting what matters most, and building the capability to keep improving it.
Credentials that back up the experience
Ian is a Certified Customer Experience Professional (CCXP) and a Lean Six Sigma Master Black Belt, bringing together CX expertise with a rigorous grasp of process improvement and organisational change. He was a founder member of the Customer Experience Professionals Association (CXPA) and sat on its inaugural Board of Directors. He also became the first professional authorised by the CXPA to deliver CCXP accreditation training, which says a lot about his contribution to the profession.
Training and speaking
As an educator, Ian has worked with professionals and organisations across the world, helping people build the knowledge, skills and confidence to lead CX transformation themselves. His workshops bring together established CX principles with practical, real world examples, so the learning actually sticks.
As a keynote speaker, Ian appears at conferences, leadership events and corporate programmes internationally, covering topics such as customer centric transformation, journey management, employee experience, culture, leadership and continuous improvement. He has a knack for making complex CX ideas feel accessible, whatever stage your organisation is at.
What people say
"Inspirational, transformational and life changing. Three words, well four really, to describe the Ian Golding perspective on customer experience. What I love most though is the simplicity, simple concepts and principles which you can adapt to your own workplace. After working with Ian, you will think about things differently, and most importantly, you will do things differently, and you will transform your approach to all things relating to your customers. Ian will challenge the status quo but in a safe way where you feel you are being fully supported. He encourages you to be brave and take steps into what has been for us, certainly uncharted territory. Our approach to customer centricity has improved immeasurably, and we have even won awards for both employee engagement and customer experience."
Author of Customer What?
Ian is also the author of Customer What? The Honest and Practical Guide to Customer Experience, written to demystify CX and give organisations a practical route from good intentions to real action. It reflects the belief that runs through all of his work, that good customer experience takes far more than slogans or isolated initiatives. It takes commitment across the whole organisation.
Today, Ian continues to work across sectors and geographies, encouraging leaders to look past short term fixes and build the lasting capability that genuine customer centricity needs. Through his consulting, training, writing and speaking, he remains a leading voice helping organisations move from talking about customer experience to actually delivering it.
Get in touch
If you are interested in speaking with Ian and finding out more, please contact us on +44 7770 736832.
