Certified CX Professional – International Keynote Speaker, Blogger, Columnist & Writer, Customer Experience Consultancy
A highly influential freelance CX consultant, Ian advises leading companies on CX strategy, measurement, improvement and employee advocacy techniques and solutions. Ian has worked globally across multiple industries including retail, financial services, logistics, manufacturing, telecoms and pharmaceuticals deploying CX tools and methodologies. An internationally renowned speaker and blogger on the subject of CX, Ian was also the first to become a CCXP (Certified Customer Experience Professional) Authorised Resource & Training Provider. Author of 'Customer What? The honest and practical guide to customer experience'.
11:00 - 11:25 The future of customer experience
2021 marks ten years since the formation of the Customer Experience Professionals Association. Just what has been achieved by CX Professionals globally during that time and what needs to be done to further advance the profession. In this keynote, Ian Golding takes an honest look at the past, present and future of the CX Profession.
11:25-11:40 How to get senior leaders to become committed and inspired to customer experience?
Fireside chat: Laura Tengerdi and Ian Golding