Shaun Belding
Author, Speaker, CX & Customer Service Expert
Shaun is a global expert on customer experience, customer service, service recovery, and leadership. He is the CEO of The Belding Group of Companies and the author of six books that have been published internationally in 12 languages.
Global Authority in Customer Experience & Service Leadership
Speaking Engagements
Shaun’s speaking engagements combine energy, humor, and vast of experience in customer experience, service, and leadership. He has worked with hundreds of organizations in more than 20 countries, delivering industry-leading insights that create memorable and impactful experiences for every audience.
"I’ve seen many keynote speakers over my 33 years in business and I have to say that Shaun is the best. He took great care in tailoring his message, and the result was excellent!"
Booking Information
The Journey to WOW
Shaun is a best-selling author of six books on customer service, customer experience, leadership, and workplace culture. His most recent book, The Journey to WOW: The Path to Outstanding Customer Experience and Loyalty, has become a CX must-read for organizations seeking to build a customer-centric culture.
Helping Companies Succeed for 30 Years
Shaun has over 30 years’ experience helping organizations create and sustain enhanced levels of customer experience. He and his company continue to pioneer important new inroads in CX strategy and training design:
TRUSTCX
Shaun pioneered the innovative TrustCX framework, based on landmark research linking customer trust to brand loyalty. This framework enables more results-oriented CX strategy, more effective customer service training, and more meaningful metrics for measuring CX performance.
Internal Customer Service
Shaun’s company was a forerunner in developing a training model that blends the external customer service mindset with skills designed specifically for interactions between colleagues. The concept of “internal customers” is now widely accepted around the world.
The Science of WOW
Shaun led The Belding Group’s groundbreaking research to define what truly constitutes a WOW customer experience and to identify its core components.
Fractional CXO
Shaun works on a project basis with organizations seeking strategic guidance to improve customer experience and customer service. For companies undertaking an organization-wide shift toward a sustainable, customer-centric culture, he is also available as a fractional CXO for engagements ranging from six months to two years.