Making CX Fun!

In an attempt to put the development of a genuine customer-centric culture at the forefront of everything the Budapest Bank does, the bank strategy incorporated the mission, vision, strategic thrusts, and internal values of the business. It also incorporated ‘customer promises’ as part of the bank strategy. To make the integrated strategy come alive in the minds of its employees while having fun doing so, the Budapest Bank created a crossword puzzle, designed for employees to collaborate on, that used the banks strategy as clues. This presentation details the banks crossword journey and fun and exciting results it created.

Speaker: Ian Golding

Global Customer Experience Specialist & Certified Customer Experience Professional (CCXP) - Customer Experience Consultancy Ltd

A highly influential freelance Customer Experience consultant, Ian advises leading companies on Customer Experience strategy, measurement, improvement and employee advocacy techniques and solutions. Ian has worked across multiple industries including retail, financial services, logistics, telecoms and pharmaceuticals and has deployed Customer Experience tools and methodologies all over the world. An internationally renowned speaker and blogger on the subject of customer experience (, 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.