Consulting that gives your business the direction to deliver real customer experience

Our consulting approach

We advise a wide range of businesses across various sectors in all aspects of customer experience management. If you are looking for expertise in deploying a customer experience programme, or with more specific customer related requirements, we will be able to help you. Our approach to customer experience follows the framework shown below.

A man in a black shirt giving a presentation to an audience in a conference room. There is a large screen with a slide titled 'A simple educational framework' showing puzzle pieces labeled 'Strategy,' 'Measurement,' and 'People.' The audience is seated and paying attention.

What we specialise in

  • Creation and development of customer experience strategy, including brand proposition, and customer and employee persona creation

  • Customer journey mapping and management

  • Customer experience measurement systems, including VOC (voice of the customer), VOP (voice of the process) and VOE (voice of the employee)

  • Creation of customer focussed continuous improvement programmes, principally using Lean Six Sigma methodologies

  • Employee engagement and advocacy initiatives and approaches

A circular infographic titled 'Strategy, Measurement, People' surrounding a central logo for Ian Golding CX Framework. The infographic contains questions related to each area: 'Strategy' asks about understanding customers and delivery roles, 'Measurement' questions the journey and customer perspective, 'People' inquires about business knowledge, ambassadors, and enabling staff to deliver better experiences.

Our approach

Starting with a current state assessment

We advise most clients to start our consulting engagement with an assessment of the current state of the experience. This is conducted using a tried and tested model that investigates maturity across ten customer centric competencies. The outcome of the assessment includes a detailed report with recommendations and next steps. We are then able to support and lead the implementation of the recommendations as required. It is always advised that a second assessment is conducted twelve to eighteen months post commencement, to determine how the competencies have matured.

What people say

"Ian has exceeded all the expectations. His practical approach to CX and his openness to share knowledge made me a fan. More than kind words, after the masterclass, my team and I worked to adapt his framework to our reality, and we've been collecting outstanding results, which helped us accelerate our CX transformation."

"Ian is exceptional in his practical understanding and experience of delivering transformational change through Customer Experience. His passion for the the science of CX is palpable. It’s underpinned with a commercial pragmatism that knows results are the only way to drive long-term, sustainable change but that profit and performance can only come from getting it right for the customer. Ian has a great engagement style and I could not recommend him highly enough."

Ready to get started?

If you are interested in speaking with Ian and finding out more, please contact us on +44 7770 736832.

Email to find out more
People sitting at a wooden table during a meeting or discussion, with notebooks and pens in front of them, in a well-lit room with a window in the background.