This episode sees Tom Carpenter joined by Global Customer Experience Specialists Ian Golding and Veronika Luxemburg and Clarasys CX expert Emily Jenkins. This discussion evolves from the benefits of the John Lewis 2019 Christmas advert and why there is so much more of a push in the ‘Golden Quarter’ over any other period of the year.

Ian Golding is a highly influential freelance Customer Experience consultant, Ian advises leading companies on Customer Experience strategy, measurement, improvement and employee advocacy techniques and solutions. An internationally renowned speaker and blogger on the subject of customer experience (ijgolding.com/blog), Ian also served on the inaugural board of Directors of the CXPA (Customer Experience Professionals Association). The CXPA is a global non-profit organization positioned to guide and enhance the growing field of customer experience management. He is a columnist for CustomerThink and has authored a book titled ‘Customer What, the honest and practical guide to customer experience’.

Veronika Luxemburg, also a Global Customer Experience specialist, is the founder of CQX – The trivium of Customer Quality Experience. Veronika is a passionate customer experience coach and global facilitator of change for all types of organisations. A people orientated enthusiast thinking in multi dimensions and experienced to deliver on the customer promise and superior experience.

We thank Ian Golding and Veronika Luxemburg for all their contributions to this episode of CX talks!