Customer Experience Leadership Expert & Certified Lean Six Sigma Master Black Belt; Author of "Customer What?"; Former Head of Group Customer Experience at Shop Direct
Ian Golding Biography
Ian Golding is a Certified Customer Experience Professional (CCXP) and a certified Lean Six Sigma Master Black Belt, recognized for his expertise in customer experience (CX) management and business improvement. Golding has more than 20 years of experience in business transformation, focusing on developing customer-centric strategies across organizations. His corporate career includes roles at The Royal Bank of Scotland, GE Commercial Finance, GE Reinsurance, and Brake Brothers Foodservice, culminating as Head of Group Customer Experience at Shop Direct, one of Europe's largest online retailers, where he led the development and deployment of the company's customer experience strategy.
In his work as an independent consultant, Golding has delivered projects in the automotive, financial services, logistics, and utilities sectors. His consultancy provides guidance, mentorship, and consulting services to organizations and customer experience practitioners in more than 35 countries, specializing in operationalizing customer experience through CX program management, training solutions, and employee engagement initiatives. Golding has applied CX tools and methodologies across industries including retail, financial services, logistics, manufacturing, telecoms, and pharmaceuticals.
Golding served on the inaugural Board of Directors of the Customer Experience Professionals Association (CXPA) and was the first individual authorized by the CXPA to teach the CCXP accreditation. He has published more than 500 articles on customer experience and has delivered keynote speeches at conferences and events worldwide, including the CX Conference Bucharest and the Women in CX Global Gathering. Golding is recognized as a thought leader in customer experience, customer service, leadership, and retail.
Golding is the author of "Customer What?: The Honest and Practical Guide to Customer Experience." The book serves as a practical guide for creating and sustaining a customer-focused approach, offering actionable strategies and real-world examples. Throughout his career, Golding has emphasized the importance of human-to-human interaction in customer experience, a principle that continues to guide business leaders in an increasingly automated environment.
Ian Golding Videos
CX Masters Podcast Series: Ian Golding, Customer Experience
With CX a top priority for most B2B companies heading into 2021, we're launching our brand new CX Masters series.
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What topics does Ian Golding speak about?
Ian Golding is a keynote speaker and industry expert whose speaking topics include Business, Business Consulting, Business Leadership, Customer Experience, Disruptive Thinking, Executive Leadership, Marketing, Sales, Thought Leadership -
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Ian Golding is a keynote speaker and industry expert who speaks on a wide range of topics. The estimated speaking fee range to book Ian Golding for your event is available upon request. Ian Golding generally travels from UK and can be booked for (private) corporate events, personal appearances, keynote speeches, or other performances. Similar motivational celebrity speakers are Stan Phelps, Micah Solomon, Dennis Snow, Ana Larrea-Albert and Rolfe Carawan. Contact All American Speakers for ratings, reviews, videos and information on scheduling Ian Golding for an upcoming live or virtual event.
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