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 worlds famous CX Specialists and fellow CCXP.
Together they discuss a wide range of topics like customer experience management and how to spice it up. Exploring customer experience and the topic of your leadership authority.
If you are interested in CX education and want to learn more about it, this episode is a must-listen. You will gain valuable insights and knowledge from CX experts who have 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 simple customer journey visualization
[00:29:16] Operationalizing Theory: Basics Forgotten in Practice.
[00:31:21] “Siloed working stifles progress in businesses”
[00:34:30] “Eliminate Non-Value Added Work for Efficiency”
[00:36:31] “Identifying Non-Value Added Activity: A Strategy”
