CX Journey

NOVEMBER 9, 2016

I'm looking forward to working with more new clients and meeting and learning from more brilliant customer experience professionals going forward. B2B Customer Experience Management Best Practices A Confused Customer Buys Nothing Today's VOC Program Challenges The 7 Deadly Sins of Customer Experience.

Customer Journeys 166

Customer Journeys B2B Customer Experience Professionals Culture 166

Customer Bliss

MAY 4, 2017

Prior to joining Concur, Tabitha built and led the Customer Insights practice for Citrix as the Managing Director of Customer Insights and developed the CX programs for the Healthcare division of Philips as thecGlobal Director of Customer Experience. Some Background On Tabitha’s Career.

Leadership 160

Leadership Customer Experience Customer Journeys Net Promoter Score 160

Customer Bliss

AUGUST 16, 2018

On today’s episode, we’re talking to Lee Roquet , the Chief Customer Officer at Yellowfin , a B2B SaaS company that provides a business intelligence analytics platform. Infuse CX around the core culture of the company: When you’re in B2B, operations can sometimes be very sales-driven. About Lee Roquet.

Strategy 111

Strategy Customer Experience Chief Customer Officer Call Center 111

Customer Experience Insight

DECEMBER 3, 2020

Customer experience professionals might be the most valuable players in their company’s success in 2021. You hold the key to customer retention. Many just couldn’t retain the customers they had before they were forced to shut down. The coronavirus put a monkey wrench in actual customer meetings.

Customer Experience Professionals 52

Customer Experience Professionals Social Media Customer Retention Tips 52

Beyond Philosophy

MARCH 25, 2019

Your customers are irrational, too. They are irrational in business-to-consumer (B2C) transactions and they are irrational in business-to-business (B2B) interactions also. Today we will take a closer look at what irrationality means in a Customer Experience and how it applies to customers’ decision making.

CRM 133

CRM B2B B2C Customer Experience Design 133

Maru/HUB

FEBRUARY 19, 2018

In 2013, Walker Information published the results of a study about the emerging importance of customer experience for B2B companies. Customers 2020: The Future of B-to-B Customer Experience focused on how B2B companies should be preparing to meet changing customer expectations.

Customer Experience 40

Customer Experience B2B Customer Experience Professionals Touchpoint 40

CX Journey

JANUARY 27, 2015

We often hear customer experience professionals talk about the fact that there''s a great emphasis to - and a greater return if we - focus our efforts on the customer experience for B2C companies. While the two are different, to some degree, what do B2C and B2B companies have in common? The other one.

B2C 80

B2C B2B Voice of Customer Innovation 80

ChurnZero

FEBRUARY 9, 2021

This course gives organizations a resource to plan their entire customer service program, and create maps that reflect each of the customer’s touchpoints with your company. Course Description: Customer success is a new field that goes beyond the more traditional sales, marketing, and customer support.

Course 98

Course Customer Journeys Customer Success Consulting 98

Customer Guru

AUGUST 8, 2018

He has extensive experience in retail, wholesale, franchising, and small business and has a strong belief in positive customer experience. She has over 16 years of experience in areas of market research, program management, marketing, instructional design, and training. Aimee Lucas Follow @Aimee_Lucas.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

Waypoint Group

APRIL 5, 2018

I’m proud to announce that Waypoint Group’s TopBox, the B2B-centric customer engagement and visualization engine, has won Temkin Group’s Vendor Excellence award. The post TopBox Wins ward for Vendor Excellence in Customer Experience appeared first on Waypoint Group. We won […].

Customer Experience 45

Customer Experience B2B Customer Experience Professionals Groups 45

Kustomer

AUGUST 26, 2022

Led by two of Forester’s VPs, each episode of What It Means invites a Forrester analyst to discuss the hottest topics in customer experience, from tech-driven innovation and CX design to B2B buying trends and marketing planning. Learn Customer Service Secrets on the Kustomer Podcast.

Customer Experience 105

Customer Experience Chief Customer Officer Competitive Advantage Hospitality 105

ijgolding

MARCH 20, 2018

Today I am absolutely delighted to share my interview with passionate Customer Experience Professional, Kathy van de Laar – enjoy… Ian. Visions and mission statements talk about customer centricity or customer experience, but it feels like it’s mainly the powerpoints that are changing.

Customer Journeys 152

Customer Journeys Culture Customer Centricity Contact Center 152

Totango

MARCH 8, 2022

In many of these communities, there are job boards, places for professionals to share the good and the bad of their Customer Success experiences, and fun industry extras, like a playlist called “ Churn Hurts. Gain Grow Retain is a free, open community for CS leaders from B2B SaaS companies. Gain Grow Retain.

Customer Success 118

Customer Success Guidelines Social Media Tips 118

Confirmit

JUNE 3, 2018

Customer Experience professionals rely on customer feedback management (CFM) platforms to support their need to capture, analyze, share and take action on insights identified through customer feedback. ” Voice of the Customer Voice of the Employee Market Research Featured Analyst Insight.

Feedback 40

Feedback Self Service Management B2B 40

Customer Guru

AUGUST 21, 2018

The CXPA Board of Directors member has expertise in ’embedding customer experience DNA in company culture’ – she has successfully led company-wide customer experience at Applied Materials. She is a world-reknowned author, professional speaker and a customer experience consultant.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

Confirmit

JULY 10, 2019

With the right level of trust you can motivate, empower and encourage everyone in the organization to do the right thing for your customers and deliver real business value. Brad helps Confirmit customers grow their CX programs to maturity, enabling transformational change that optimizes customer and employee experiences.

Customer Journeys 45

Customer Journeys B2C Customer Experience Professionals Customer Centricity 45

Oracle

AUGUST 1, 2018

Consumers are paying more attention to experience than ever, putting the pressure on customer experience (CX) professionals to deliver better and better experiences. Research from Walker finds that, by 2020, a majority of B2B buying decisions will be made based on CX, not price. Learn more.

Chief Customer Officer 72

Chief Customer Officer Video Customer Experience Professionals Social Media 72

Customer Bliss

JUNE 20, 2017

Jackie outlines her road map and actions for re-imagining and reinventing the x-ray or imaging experience that has driven profits, customer admiration and employee joy in their work. Jackie is a senior global marketer and customer experience professional with 15+ years experience in the luxury travel and hospitality industry.

Innovation 200

Innovation Healthcare Customer Experience Net Promoter Score 200

Confirmit

MAY 3, 2017

Customer Experience professionals rely on customer feedback management (CFM) platforms to support their need to capture, analyze, share and take action on insights identified through customer feedback. ” Voice of the Customer Voice of the Employee Market Research Analyst Insight.

Feedback 40

Feedback Self Service Management B2B 40

Confirmit

OCTOBER 3, 2017

This means lots of talk about the experience in store or similar, and in dealing with potentially millions of pieces of feedback from different individuals. However, CX in a business-to-business (B2B) environment often presents greater challenges, despite there being small data sets to deal with.

Abandon Rate 40

Abandon Rate B2B Insurance Touchpoint 40

Confirmit

JULY 10, 2019

With the right level of trust you can motivate, empower and encourage everyone in the organization to do the right thing for your customers and deliver real business value. Brad helps Confirmit customers grow their CX programs to maturity, enabling transformational change that optimizes customer and employee experiences.

Customer Journeys 40

Customer Journeys B2C Customer Experience Professionals Customer Centricity 40

Horizon CX

SEPTEMBER 30, 2013

I’m reflecting and writing this latest blog on the eve of the very first Customer Experience Day (CX Day) declared so by the Customer Experience Professionals Association (CXPA) as the first Tuesday in October from this point forward. Product and technology are often short-lived.

Strategy 138

Strategy CEM Customer Experience Banking 138

Confirmit

JUNE 26, 2019

With the right level of trust you can motivate, empower and encourage everyone in the organization to do the right thing for your customers and deliver real business value. Brad helps Confirmit customers grow their CX programs to maturity, enabling transformational change that optimizes customer and employee experiences.

Customer Journeys 40

Customer Journeys B2C Customer Experience Professionals Customer Centricity 40

Kustomer

NOVEMBER 6, 2018

Listen to hear our answers to these questions: What is the process of mapping the customer journey? How do you retain your customers’ trust? How can customer experience professionals use empathy while designing the customer experience? It definitely isn’t easy, but it is very possible.

Omni-Channel 40

Omni-Channel Customer Journeys B2C B2B 40

ChurnZero

FEBRUARY 9, 2021

This course gives organizations a resource to plan their entire customer service program, and create maps that reflect each of the customer’s touchpoints with your company. Course Description: Customer success is a new field that goes beyond the more traditional sales, marketing, and customer support.

Course 52

Course Customer Journeys Customer Success Consulting 52

SurveySensum

JULY 9, 2021

Why is it important for CX Professionals to be empathetic? Customer experience professionals must learn empathy because they are the ones in charge of making the end-customer satisfied. And, how will they know how to make an incredible customer experience if they don’t empathize with their customers?

Social Media 98

Social Media ROI NPS Loyalty 98

Thematic

NOVEMBER 28, 2019

Over the course of Fall 2019, we surveyed 150 CX professionals. The survey itself was conducted by Thematic, in collaboration with the Customer Experience Professionals Association (CXPA), and publicized through our social media, CXPA and our friends & influencers in CX space, such as Annette Franz and Maurice FitzGerald.

Report 100

Report Survey ROI Net Promoter Score 100

ClearAction

SEPTEMBER 29, 2016

It’s a time when customer experience professionals take extraordinary care to thank customers — and employees who make a difference in customer experience (CX). CX Day is in the first week of October, founded by the Customer Experience Professionals Association ( CXPA ).

Customer Experience 48

Customer Experience Customer Experience Professionals ROI B2C 48

Customer Bliss

FEBRUARY 8, 2018

We recently learned that a good friend of ours and member of the Customer Experience Professionals Association , Diana Helfinstine , VP of Customer Experience at Essilor , the world’s largest manufacturer of eyeglasses has passed away.

Customer Journeys 100

Customer Journeys B2C Innovation Customers 100

Confirmit

APRIL 15, 2019

Brad is a seasoned customer experience professional with decades of experience leading and managing programs to enhance the customer experience in a wide variety of industries. Brad Linville. Director, CX Consulting, Confirmit.

Customer Journeys 40

Customer Journeys Customer Experience B2C Roadmap 40

PeopleMetrics

MAY 7, 2015

(And they're exclusive findings we didn’t include in our final ebook— which you can find here , should you be interested in similar insights into the prospect experience.). In the study, we asked B2B telecommunications buyers to consider how their eventual providers delivered value in the prospect experience. Thanks for reading!

Customer Experience 48

Customer Experience Net Promoter Score How To B2B 48

Chattermill

JULY 15, 2018

Customer Spark and Executive Summit. The Customer Experience Professionals Association (CXPA) puts on this celebration of CX best practices led by some of the industry’s top experts. B2B Forrester marketing and Sales. Yes, CX is important in B2B enterprises, too. 24-25, Dallas, Texas. 25-26, Austin, Texas.

Customer Experience 40

Customer Experience Conference B2B Innovation 40

Bob Hayes

DECEMBER 29, 2014

Your Product, Future and Employees: Three Customer Experience Pillars of Growth : In a study including six B2B companies, I found that companies need to do several things exceptionally well if they want to grow their companies. The Hidden Bias in Customer Metrics : Metrics don’t exist in a vacuum.

Metrics 76

Metrics Net Promoter Score Data NPS 76

Thematic

NOVEMBER 28, 2019

Over the course of Fall 2019, we surveyed 150 CX professionals. The survey itself was conducted by Thematic, in collaboration with the Customer Experience Professionals Association (CXPA), and publicized through our social media, CXPA and our friends & influencers in CX space, such as Annette Franz and Maurice FitzGerald.

Report 62

Report Survey ROI Net Promoter Score 62

Customer Bliss

JULY 7, 2016

That has been my intention behind my books, blog, speaking and work as co-founder of the Customer Experience Professionals Association. Early on, Natalie and her team understood the need to pivot from traditional B2B to B2C; by some estimates, 70 percent of their future growth was going to come from consumer choice options.

Customer Experience 141

Customer Experience Customer Journeys Chief Customer Officer Insurance 141

Natalie Petouhof

JANUARY 19, 2016

B2B Customer Experience: How does an application consume all this data – from service, sales, marketing, mobile… to result in a business outcome? That’s my focus- not as much on all the data or infrastructure – but rather what is the customer / business outcome that all this provides?

Trends 40

Trends Software B2B B2C 40

Horizon CX

DECEMBER 31, 2018

Year-end has always been a time for personal reflection for me and as 2018 ends in just a few hours, I am inspired to share the following thoughts around Customer Experience both in reflection of the year just about to end and the one just about to begin. With that in mind, I offer the following observations and insights.

Customer Journeys 100

Customer Journeys Chief Customer Officer NPS Consulting 100