Episode notes
The CX Goalkeeper had a smart discussion with Ian Golding, the CX specialist (and not expert)
Ian is THE Global Customer Experience Specialist (and not expert!). He is a Certified Customer Experience Professional (CCXP) and the first recognized training provider by the CXPA. He is the CEO and founder of the Customer Experience Consultancy Ldt.
My learnings:
CX is a science but not rocket science: Is not difficult to understand – corporates are overcomplicating what they are doing.
Only 2% of the participants to Ian’s courses are from the C-Suite. Why? They don’t care or CX is not enough important, or they already know enough. However, senior leaders from Amazon attended one of Ian’s courses as they never stop to learn.
The most important competency is measurement. It is a fact-based methodol ...