The Brutal and Honest Truth About Customer Experience with Ian Golding
Business Transformation Pitch with The CX Goalkeeper | Digital Transformation, AI, Leadership, Customer Experience · 2026-04-27 · 35 min
Episode notes
This episode features an honest discussion with Ian Golding, a leading CX expert. You can gain insights on accountability, the impact of AI, and real-world examples of customer experience. The conversation is practical, direct, and filled with actionable advice for anyone interested in business transformation and CX. About Ian Golding: Ian is a global CX Specialist and the Author of 'Customer What?' Relevant links: Key take-away: Accountability is critical: Organizations must take responsibility for customer experience and act on feedback to improve. AI enables, not replaces: Artificial intelligence should enhance human interaction, not automate away meaningful experiences. Visibility matters in CX: Sharing your ideas and being visible helps influence others and drives positive change. Summary: Gregorio Uglioni welcomes Ian Golding, a respected mentor and independent CX expert, to discuss the realities of customer experience. They reflect on their early days in Stevenage and Ian's journey to becoming an independent consultant.