In this season finale and engaging conversation, Ian Golding, a renowned customer experience specialist, shares his insights on the evolving landscape of customer experience (CX) and the importance of humility, adaptability, and operationalizing experience management.

He discusses his journey in the field, the challenges faced by CX professionals, and the impact of digital transformation and AI on customer interactions. Golding emphasizes the need for organizations to focus on human connections and the continuous management of customer experiences to truly meet the needs of their customers and colleagues.

Ian also discusses the evolving landscape of Voice of the Customer (VOC) programs and the importance of focusing on qualitative insights over quantitative metrics. He emphasizes the need for organizations to transform customer feedback into actionable improvements and highlights the distinction between macro and micro issues in customer experience management.

The episode also touches on the significance of change management and long-term thinking in achieving sustainable customer-centric practices. Ian shares a personal success story that underscores the value of empowering organizations to implement customer experience strategies effectively.

Follow Ian here: https://www.linkedin.com/in/iangolding/