In this episode of Practical AI: The Capacity for Good, Ian Golding, CEO and Founder of Customer Experience Consultancy, joins James Diel to unveil the key elements that make a customer experience memorable and differentiate it from its competitors, as well as the frameworks organizations might use to incorporate AI into their customer journey for an enhanced customer experience.
Ian Golding is a Certified Customer Experience Professional (CCXP), the first in the world to be authorized by the Customer Experience Professionals Association (CXPA) to teach CCXP accreditation. He has over twenty-seven years of experience working across multiple industries, including retail, financial services, logistics, telecoms, and pharmaceuticals.
In addition to his roles at Customer Experience Consultancy, he serves in customer experience roles at several other companies, including The Customer Institute, Customer Experience Magazine, and Chartered Institute of Marketing. Ian is also the Co-founder of The Entrepreneurial Retreat Programme and author of Customer What.