Ian Golding: “It is so important that organisations do not simply try to 'slash' cost”

An interview with the CEO and Founder of Customer Experience Consultancy Ltd.

To prepare for 2024 and equip ourselves with the tools we need to succeed, it is important to look back at the year that has gone by and the lessons we have learned. For this reason, we reached out to Ian Golding, CEO and Founder of Customer Experience Consultancy Ltd., to find out what he envisions for 2024 and what he will be focusing on.

WHAT LESSONS DID YOU LEARN DURING 2023?

Organisations are still conflicted in their approach to adopting 'emerging' technology such as AI. Conflicted as to whether or not it will help them to cut cost, or if it will help them to improve BOTH the employee experience (through improved productivity and simplicity) AND customer experience (through greater accessibility, simplicity and affordability).

WHAT ARE YOUR CX PREDICTIONS FOR 2024?

The focus on technology will only continue to accelerate. I only hope that this acceleration will coincide with a more intentional alignment to the customer journey. In an increasingly financially and conflict challenged world, I also believe the focus on 'cost control' will further intensify.

It is so important that organisations do not simply try to 'slash' cost; in my opinion, they must focus instead on removing unnecessary bureaucracy and work that make life unnecessarily difficult for employees and customers alike. 

WHAT WILL YOU BE FOCUSING ON THIS YEAR?

Alignment, the need for organisations to have an aligned customer experience operating model, journeys, process, and technology.

Value Added Activity, eliminating activity that is not of value so employees can focus their attention on activity that is.

Empathy and Compassion, giving people more time to think so they are genuinely able to act in the interests of colleagues and customers.

Find out what other industry experts predict here.