Ian Golding

As you can probably tell from reading this blog, I like to talk. Some would say that I talk far too much! I am a regular speaker and thought leader on customer experience, customer service, leadership, retail and other subjects on TV, radio, conferences and in business events all around the world. If you are interested in having me speak at an event, please contact me – ian@ijgolding.com or +44 7770 736 832

Physical events I have spoken at include:

  • ECEW (European Customer Experience World – The Focus Group)
  • WCCF (World Contact Centre Forum – The Focus Group)
  • Customer Experience Online (IQPC)
  • CCA (Customer Contact Association) Annual Convention
  • Customer Contact Europe (Frost & Sullivan)
  • Polish Customer Experience Management Forum – Warsaw (Informedia)
  • The Leadership Factor annual conference
  • Marketing Week Customer Experience Summit
  • Customer Experience Strategy Summit (Lyonsdown)
  • EMRG Global Sourcing Summit
  • Jive Software CEO Dinner
  • The Retail Conference
  • Customer Experience in Action – Barcelona (Connecting Group)
  • Customer Service Training Network
  • Customer Experience Management for Retail – chair/present (IQPC) (2013 and 2014)
  • Lancaster University Management School MBA Programme (2013 and 2014)
  • B2B Customer Engagement (Customer Engagement Network)
  • The Financial Services Forum
  • Customer Experience Management for Utilities (IQPC)
  • Customer Experience and Service Innovation – Abu Dhabi – chair/present (Marcus Evans)
  • Smart Data & Analytics Retail Forum – chair/present (IQPC)
  • Customer Experience Transformation Summit: Financial Services – chair (IQPC)
  • Customer Analytics and Intelligence 2 Day Workshop – Kuala Lumpur, Malaysia (UNI Strategic) (2013 and 2014)
  • Adapting Technology & Changing Culture – Pennine Telecom Client Seminar
  • Unilever Global Customer Service Excellence Team Virtual Jam
  • Beyond CRM 2.0 – Dubai – chair/present (Marcus Evans)
  • Customer Experience Mastery 2 Day Workshop (SKE)
  • One Day ‘in-house’ Customer Experience Briefing – Leading UK Online Retailer
  • Chartered Insurance Institute Lecture
  • The Future High Street Summit
  • One Day ‘in-house’ Customer Experience Summit – Leading European Bank
  • Business Process Management & Enterprise Architecture Conference Europe 2014 (IRM UK)
  • Two Day ‘in-house’ Customer Experience Training – Global Pharmaceutical Company
  • Customer Experience Management Summit (ACI)
  • CreateHealth.io London 2014 – Healthcare Event
  • Salesforce Customer Centricity Executive Dinner
  • HP ‘Retail In Store Mobility’ Executive Dinner
  • Customer Contact Management Summit 2015 – Warsaw (Blue Business Media)

Selected testimonials:

“Ian acted as Chairman at the recent Marcus Evans conference on ‘Beyond CRM2.0’ held in Dubai. Through his great inventiveness, enthusiasm, humour and energy Ian managed to fully engage the diverse audience for the entire two days. Ian ensured an atmosphere of intensive and yet relaxed learning, debate and exchange of ideas. All delegates left fully satisfied and Ian’s involvement was a major factor in the overall success of the event.” Tony Gibbons, Conference Producer, Marcus Evans

“Ian has excellent presentation skills and interpreted our brief perfectly. I would highly recommend Ian if you are looking for someone who is experienced, confident, professional & reliable. He very quickly gained a good rapport with the audience which was reflected in their positive feedback.” Belinda McGee, Marketing Manager, Pennine Telecom

“Ian was the workshop facilitator at the recent course on Customer Analytics and Intelligence in Malaysia. All the sessions are highly interactive, engaging and enjoyable. Ian has extensive knowledge and experiences in managing customer experience and applying customer analytics into customer journey mapping.  He made a great success on the workshop and I highly recommend him as a speaker for your conference and consultant for your organisation” Cindy Liew, Conference Producer, UNI Strategic

Please take this letter as a confirmation of our appreciation for your participation as our Chairperson and Speaker during the Customer Experience and Service Innovation conference that took place in the Sheraton Abu Dhabi Hotel on 20th and 21st May, 2013. Your charisma, dedication and energy during the 2-day conference have garnered excellent ratings from the attendees of the event. Your time, knowledge and expertise have most definitely added value to the conference. We would like to thank you and appreciate your kind assistance, commitment towards the conference, and for your rich presentation content. It was an honour to have had this opportunity to work with you” Joan Dee Lim, Conference Producer, Marcus Evans

“Ian was a guest speaker to Lancaster MBA students on customer insights. His presentation was engaging, passionate and full of examples and evidence. He brought new perspectives derived from his experience in the field that complemented the taught aspects of the MBA programme. He showed in a dazzling light how the blindness of those closest to a problem – and nominally in control of it – can lead to a retailer’s demise. Overall, a highly credible, interesting and enjoyable talk, much appreciated by students and staff alike.” Cana Witt, MBA Career Programme & Alumni Services Manager, Lancaster University Management School

“Ian was a chairperson and presenter at the recent Customer Experience Management Retail event in the UK , and his contribution to the event was invaluable. His insight, experience and knowledge ensured that delegates went away with key take-aways and strategies. Delegates themselves commented on how they benefited from Ian’s engaging and thought provoking presentation about the challenges the high street faces, and the style in which he chaired the day. I look forward to working with Ian on many more Customer Experience events over the coming months!” Karen Magnusson, Deputy Divisional Director, IQPC

“Ian’s delivered a great, well planned presentation with some good content to our delegates at our last Customer Service Training Network event.  He is a very engaging speaker whom I fully can recommend to other organisations.  Ian’s vast experience and determination within his field come out in his presentations and motivates you.  I will definitely be inviting Ian back to the Customer Service Training Network again.” Anne-Marie Lose, Customer Service Training Network

“I invited Ian to speak at The Retail Conference 2012 because of his expertise in customer experience and in particular how that translates when retail brands go global, as Shop Direct Group had done in a big way during his time with the business.
Throughout the process he was very professional and unlike many speakers needed no chasing to supply his presentation materials etc! On the day he delivered an engaging talk, which was well received, he kept to time perfectly and added a valuable contribution to the overall event. I’d have no hesitation in booking Ian to speak at future events.” Clare Rayner, Founder, the Retail Conference

“Ian was a speaker at our recent conference Customer Experience in Action.  He gave a great presentation, full of fascinating content and in a professional and engaging style, and was definitely well received by the audience. In addition, he was also well prepared, providing us with his presentation prior to the event which is not always the case with conference speakers. During the conference Ian actively participated in the discussion and was also an active tweeter which we greatly appreciated! I would have no hesitation in asking Ian to present again at a future conference of ours.” Andrew Frost, Marketing Manager/Event Producer, Connecting Group

“Ian is a recognised authority on all aspects of customer experience strategy. He presented an inspiring and highly valuable talk at the Business Reporter Inner Circle summit on Customer Experience Strategy, which received very positive delegate feedback. Thank you for joining us!”Sonja Ruetzel, Divisional Manager, Business Reporter INNER CIRCLE, Lyonsdown

“I have had the pleasure of working with Ian over the last few years. Ian has become an advocate of the Focus Group events from attending as a delegate to a speaker. Ian is a consummate professional and great speaker who can assimilate information extremely well with passion. It has been great to work with him through his journey at Shop Direct as a strong leader.”Maggie Wheeler, Director, The Focus Group Ltd

“Ian is one of the best speakers I’ve ever had at conferences. He possesses professional knowledge of the CX subject. His knowledge is supported by strong and deep professional experience. Ian excellent shares his passion with the audience, he is a brilliant speaker!” Justyna Piechocka, Project Manager – Conference Producer, Informedia Polska

“Ian recently shared some of his considerable expertise with attendees at Marketing Week’s Customer Experience Summit, and he was an extremely engaging presenter. Our audience benefited from his detailed industry knowledge, and Ian was able to share real-life insights and strategies that attendees could use to implement change in their own businesses straightaway. I wholeheartedly recommend Ian as a speaker for any Customer related conferences or knowledge-sharing forum, and I would be proud to feature him at another of our events.”Sarah Garvin, Senior Conference Producer, Centaur Media Plc

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