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23 April, 2020 | (01 hr)

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Many organisations BELIEVE they are customer centric, but in reality, they are ‘doing’ customer experience by ‘accident’. Guest Speaker Ian Golding will demonstrate the importance of making your approach to customer experience ‘intentional’ through the adoption of a structured method and by sustaining a focus on it.

Key takeaways:

  • The importance of adopting a customer experience framework
  • Understanding the key elements of the customer experience ‘jigsaw puzzle’
  • The need to approach customer experience as a long-term business strategy


Ian Golding

Ian Golding
Global Customer Experience Specialist, Certified CX Professional – International Keynote Speaker, Blogger, Columnist & Writer

Ian Golding, is a Certified Customer Experience Professional and Customer Experience Specialist. A certified Lean Six Sigma Master Black Belt, Ian has spent over twenty years in business improvement, working hard to ensure that the businesses he works for are as customer focused as possible.

...Full Bio
Demet Tunç

Demet Tunç (Moderator)
Council Director, Customer Experience Council
The Conference Board

Demet Tunç leads the Customer Experience Council at The Conference Board and consults for Eric Salmon & Partners to support the firm in leadership advisory, strategic consultancy, organizational design and executive search on a global level.

Starting out as a brand manager at C...Full Bio

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