CX Goalkeeper with Ian Golding - S1E27 is about boosting CX professionals' motivation

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 methodology. By measuring, it is possible to improve experience. It implies financial results can be improved for a sustainable growth.CX is not in the responsibility of a team but of everyone. The CX teams should develop capabilities, competencies, setting directions and holding the mirror. All these tasks should be performed in collaboration with business.The 7th CX core competency is the role of CX professionals. It is not really defined in the CXPA framework. However, it helps CX practitioners developing Resilience, courage, strengths and persistence to keep going.The future of CX is the marriage between Customer Experience and Employee Experience.His book suggestion:Outside In, Kerry Bodine & Harley Manning, Josh BernoffCustomer Journey Playbook, Jerry AngraveHow to contact Ian:https://www.linkedin.com/in/iangolding/https://ijgolding.com/Ian's book:https://ijgolding.com/ians-book/Ian's golden nugget: "If you are doing the right thing for the right reason, you have nothing to lose."Thank you, Ian Golding!#customerexperience #leadership #cxgoalkeeper #cxpa #ccxp

Om Podcasten

Business & Digital Transformation, Leadership, Innovation and Customer Experience. It's not about B2B or B2C business - we are in a HUMAN to HUMAN environment. Don't waste your time looking for latest insights, best practices, methods, ... I bring them to you. I personally select the best thought leaders, experts, specialists and friends to give you, episode after episode, everything you need to smartly play in your job and in your life. More information: www.cxgoalkeeper.com/podcast About Gregorio Uglioni - Transforming Business Into Value Generating Engines - Creating Long-Lasting Impact Leveraging Customer Experience - Host Of The Globally Recognized CX Goalkeeper Podcast “Customer Experience Goals” - Speaker at global events & at podcasts - Judge at International Awards - CX Lecturer for several institutions customer experience, experience, customer service, service, transformation, cx transformation, agility, best practices, customer, acquisition, retention, cost to serve, best in class service, best in class experience, thought leader, transformation manager, cx manager, senior management, cx strategy, voice of the customer, voice of the employee, growth, purpose, improve business results, award-winning strategy, cx community, leadership, improvements, cx governance, experience design, customer journey, ACXS, CCXP, CXPA, employee experience, innovation, cx culture, cx design, cx architecture, service culture, people first, human being, purpose