The Role of CX Leadership in Today’s World – with Ian Golding
In this episode of the CX Leadership Talks Podcast, Nienke Bloem interviews Ian Golding, one of the world's renowned CX specialists and a fellow CCXP.
Together, they discuss a wide range of topics, such as customer experience management and how to make it more exciting. They explore customer experience and the topic of your leadership authority.
If you're interested in CX education and want to learn more about it, this episode is a must-listen. You'll gain valuable insights and knowledge from CX experts with years of experience in the field.
Timestamps
[00:05:14] “External customer-centric expert focuses on empowerment”
[00:08:37] “The Power of Earning Authority for CX Professionals”
[00:13:30] Why Job Titles and Salaries Don’t Matter
[00:16:49] “The Importance of Listening to Four Voices”
[00:19:51] The Lack of Leadership Hindering Business Change.
[00:25:28] Board member praises the simple visualization of the customer journey
[00:29:16] Putting Theory into Practice: Basics Often Overlooked in Practice.
[00:31:21] “Siloed work stifles progress in businesses”
[00:34:30] “Eliminate Work That Does Not Add Value to Improve Efficiency”
[00:36:31] “Identifying Non-Value-Added Activities: A Strategy”
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Nienke Bloem is often referred to as the Customer Experience speaker in the blue dress.
She is a global CX thought leader, educator, and keynote speaker who inspires audiences with best practices and proven methodologies. She runs a speaking practice, a CX game company, and a training business; she lives and breathes Customer Experience and is the author of two books on CX.
Her two-day Customer Experience Masterclass is known as the best program to prepare for the CCXP, and she is the go-to person for CX leaders who want to advance their leadership and achieve immediate results from their Customer Experience transformation programs. Since 2020, she has been hosting a CX Leadership Masterminds program and helping leaders enhance their leadership skills and deliver an engaging CX story, including a solid CX strategy. In addition, she is a modern-day pilgrim and has drawn parallels between her journey and leading customer-centric transformations.
With over 20 years of corporate experience, she speaks the language of business. Her keynote speeches and training programs on customer experience are inspiring and practical. She is one of the few Recognized Training Partners of the CXPA, and her mission is to make customer experience work and help you achieve business results.
