Industry Insight Speaker Event - Ian Golding

  • Lecture Theatre 2 - Lancaster University Management School
  • Tuesday 4 February 2014, 6pm

Ian Golding is a passionate believer in putting the customer experience at the heart of everything any business around the world does. We exist in business to give customers what they want, which in turn will deliver what shareholders want – not the other way around!! As an independent customer experience consultant, Ian is advising a wide range of companies on Customer Experience strategy, measurement, improvement and employee advocacy techniques and solutions.

As Former Head of Group Customer Experience at Shop Direct Group (SDG), Ian was responsible for building and embedding the customer experience strategy for all retail brands within the SDG portfolio in the UK. Through the implementation of innovative measurement methodologies such as the OMI (operational measures index) and proving it’s link to customer satisfaction measurement through the CSI (customer satisfaction index), Ian spent over 6 years helping SDG to align improvement in the customer journey to customer experience strategies that benefit the customer, employee and shareholder.

Ian is currently on the UK Board of Ambassadors for the Customer Experience Professionals Association (CXPA). Founded in 2011, The CXPA is a global non-profit organization positioned to guide and enhance the growing field of customer experience management. CXPA brings together like-minded professionals focused on advancing the practice of customer experience management and creating career growth by establishing customer experience management as a recognized and admired professional discipline.


The Lancaster MBA Guest Speaker Series is open to all MBA Students, EMBA Students, MDD Students and all Lancaster University Alumni.

Please email to reserve your seat