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"
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Nienke Bloem is often called the Customer Experience speaker in the blue dress.
She's a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books.
Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person for CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with leading customer centric transformations.
With her over 20 years of corporate experience, she speaks the business language. Her keynotes and education programs in Customer Experience are inspiring and hands-on. She is one of the few Recognized Training Partners of the CXPA and it is her mission to Make Customer Experience Work and help you deliver business results.
