VoC Myth Busting with Ian Golding
Ep 12: Is Consistent CX Too Expensive?

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In this twelfth episode of the VoC Myth Busting series, Darren Wake challenges Ian Golding with a common belief in leadership discussions: “Delivering a consistently good experience for customers is going to be expensive for the organisation.”

Ian argues that the opposite is often true. Inconsistent, random experiences create waste, repeat contacts and unnecessary operational effort.

Here’s what we cover:

• Why inconsistency drives hidden cost
• How waste shows up across the customer journey
• The link between root cause fixes and margin improvement
• Why reactive organisations struggle to remove cost

If you work in customer experience, operations or leadership and are balancing financial pressure with service ambition, this episode offers a different way to think about cost and consistency.