Ian Golding is a Certified Customer Experience Professional and Customer Experience Specialist. A certified Lean Six Sigma Master Black Belt, Ian has spent over twenty years in business improvement, working hard to ensure that the businesses he works for are as customer focused as possible.
Ian spent 17 years working in a variety of corporate organisations, including The Royal Bank of Scotland, GE Commercial Finance, GE Reinsurance and Brake Brothers Foodservice. In his last permanent role as Head of Group Customer Experience, Ian developed and deployed the Customer Experience strategy for one of Europe’s largest online retailers – Shop Direct.
In 2012, he became an independent consultant, delivering projects in over 50 countries worldwide in the automotive, financial services, logistics and utilities industries. Ian has continued to work with a plethora of businesses across several sectors, including the pharmaceutical, banking, professional services, retail, manufacturing, education and technology industries.
Ian has published more than 600 articles on the subject and delivered keynote speeches globally. Ian also served on the inaugural board of Directors of the Customer Experience Professionals Association (CXPA), of which he was a founder member.
Ian was also the first person in the world to be authorised by the CXPA to teach the Certified Customer Experience Professional (CCXP) accreditation. He is also the Course Director, Customer Experience for the Chartered Institute of Marketing.
Ian’s first book was published in April 2018 – ‘Customer What?’ The honest and practical guide to Customer Experience’ – is already being well received by professionals around the world.
In 2021, Ian was awarded the title of the number 1 influencer in Customer Experience in the UK by Customer Experience Magazine.