CIM Summit: The Changing Face of Marketing - Customer Experience Consultancy, Ian Golding

Customer Experience Consultancy's Ian Golding explore the importance of clarifying the strategy/proposition of your company and how visualising the client journey, can help you understand how capable you are of delivering your proposition.

Marketing

Ian Golding, CCXP
Customer Experience Professional
Can a focus on
customer
experience really
make a difference?

What does
customer
experience
actually
mean?

The sum of all
experiences a
customer has with
a supplier of
goods and/or
services, over the
duration of their
relationship with
that supplier

Customer Centricity = Sustainable Growth

So why do
so many
seem to
find this
hard to
achieve?

Customer centric
organisations,
businesses and
people deliver
great
customer
experiences

What experience
are you delivering
today?

What do you need to
address to improve
customer perception?

If you want to engender
loyalty, these two pillars are
essential…

Thank You
ijgolding.com
Ian Golding, CCXP
Customer Experience Professional

Chris is the Director of Consultancy for Aquila Insight, focussing on driving business growth through strategy development and alignment of Big Data, Analysis, Tech and Customer Experience. Before Aquila, Chris spent 18 years working for Boots, Egg, Capital One, National Express, and most recently, as the Global Director of CLTV (Customer Lifetime Value) Strategy & Planning for Sony Mobile. Starting life initially as an analyst of customer behavioural data, before ultimately moving to lead major CRM teams, Chris’ focus has always been on understanding both the business and customer need, and delivering an approach that blends these to create commercial growth. Within his most recent role at Sony, Chris and his team led a joined up cross channel customer life stage programme, supported the development of a big data architecture, implemented commercialised customer satisfaction modelling and focus area development, and integrated a full end of end analytics unit. He was also responsible for One Sony Europe, looking to create a more joined up customer experience across the Sony group.

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