Experience Matters

OCTOBER 3, 2017

Here are links to download different versions of the infographic: Infographic: in.jpg format, in.pdf format 18″ x 24″ poster: in.jpg format, in.pdf format This post is part of the Customer Experience Professionals Association’s Blog Carnival “Celebrating Customer Experience.”

Infographics 235

Infographics Customer Experience Professionals Groups Customer Experience 235

ShepHyken

NOVEMBER 30, 2018

Additionally, he serves as managing editor and director for CCW Digital, which is the largest web publication and community for customer experience professionals. The post Guest Blog: 4 Easy Ways to Achieve Difficult Customer Contact Goals appeared first on Shep Hyken. It Had Better Be!

Omni-Channel 96

Omni-Channel Self Service Policies Abandon Rate 96

Experience Matters

APRIL 28, 2017

Six years ago I announced the creation of the Customer Experience Professionals Association in a blog post called… Announcing The CXPA; Customer Experience Professionals Unite!

Customer Experience Professionals 163

Customer Experience Professionals Groups Industry Customer Experience 163

CloudCherry

SEPTEMBER 11, 2019

She is a Certified Customer Experience Professional (CCXP). Request a demo. The post EX vs CX and how they need to align appeared first on CloudCherry.

Customer Experience Professionals 199

Customer Experience Professionals Employee Experience Leadership Course 199

Wootric

DECEMBER 21, 2018

It feels like a monumental task that will take ages, but here is a simple, quick step you can take to prioritize incremental improvements immediately: start gathering Customer Effort Score feedback after onboarding completion. At Wootric, we aim to give you the best tools and content to make CX management about insight, action, and ROI.

Net Promoter Score 56

Net Promoter Score Effort Score NPS e-support 56

ShepHyken

DECEMBER 13, 2019

Read Shep’s latest Forbes article: 20 Ways To Create An Amazing Customer Experience In 2020. The post Guest Blog: Winning Tactics for CX Vendor Selection appeared first on Shep Hyken. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Competitive Advantage 101

Competitive Advantage Case Study Communication Insurance 101

ijgolding

OCTOBER 2, 2017

This post is part of the Customer Experience Professionals Association’s Blog Carnival celebrating customer experience. It’s part of a broader celebration of Customer Experience Day 2017. Check out posts from other bloggers at the blog carnival. And learn more about CX Day at: [link].

Customer Experience 158

Customer Experience Customer Experience Professionals Customers Customer Centricity 158

ijgolding

DECEMBER 30, 2014

Customer Experience training is pretty commonplace now – even to the point where the profession has its very own professional qualification – CCXP (Certified Customer Experience Professional – who would have thought twelve months ago that Customer Experience would be a professional competency?!

Customer Experience 214

Customer Experience Customer Experience Professionals Training Customer Journeys 214

ijgolding

JANUARY 29, 2015

This week I am focusing my blog on the importance of developing ‘authority’ as a Customer Experience Professional in celebration of the upcoming CXPA Members Insight Exchange on the 10th February in London. If you have not read all about how to earn authority as a Customer Experience Professional here.

Customer Service 120

Customer Service Customer Experience Professionals Customers Customer Experience 120

Experience Investigators by 360Connext

OCTOBER 2, 2014

This Best of 360Connext post was part of the Customer Experience Professionals Association’s 2013 Customer Experience Day celebration. What’s the value of customer experience? ” It is part of a broader celebration of Customer Experience Day. . Come celebrate with us!

Customer Experience 297

Customer Experience Social Media Customer Experience Professionals Consulting 297

Bob Hayes

DECEMBER 29, 2014

I’ve counted the pageviews of each blog post for 2014 and present them here in my end-of-year summary. I was surprised that my blog post on the role of empathy in the customer experience received the most pageviews this year. blog posts for 2014 were: Got Empathy? : The top 10 B.O.B.

Metrics 76

Metrics Net Promoter Score Data NPS 76

Lumoa

DECEMBER 18, 2017

There're great professionals who feel the customer pains and embrace their successes. We introduce a new column in our blog - “Experts in the Spotlight” with our first guest, Jim Tincher. Plenty of customer experience professionals refer to NPS as very predictive, while others completely disagree.

Analytics 273

Analytics Customer Journeys Customer Experience Net Promoter Score 273

Experience Matters

APRIL 28, 2016

Five years ago, I announced the creation of the Customer Experience Professionals Association in a blog post called… Announcing The CXPA; Customer Experience Professionals Unite!

Customer Experience Professionals 120

Customer Experience Professionals Groups Industry Customer Experience 120

ShepHyken

JULY 15, 2016

This week on our Friends on Friday guest blog post my colleague, Tom Hoffman shares a personal story that translates into a great lesson for the customer experience. We must always be looking for new and different ways to improve upon the customer experience. Shep Hyken.

Customer Journeys 48

Customer Journeys Customer Experience e-support Case Study 48

Experience Matters

DECEMBER 18, 2014

I wrote this POST for the Customer Experience Professionals Association (CXPA) blog , but decided to also post it here because it’s an important message for all CX Professionals… As 2014 comes to an end, it’s a great time to reflect on where the CXPA is at in its evolution.

Customer Experience Professionals 265

Customer Experience Professionals Tools Groups Customer Experience 265

CloudCherry

MARCH 8, 2019

She is the Founder and President of CustomerBliss, and the Co-Founder of The Customer Experience Professionals Association. Jeanne has over 20 years of experience into ‘Customer Experience’ as she learned early on from her father. Jeanne Bliss.

Chief Customer Officer 285

Chief Customer Officer Customer Experience Professionals Consulting Employee Experience 285

Experience Investigators by 360Connext

OCTOBER 9, 2014

For the second year in a row, customer experience professionals around the globe celebrated Customer Experience Day , affectionately known as CX Day. Customer experience as an industry is still in its infancy. More Posts - Website Follow Me: The post Love Your Customers, Love Your Profession!

Social Media 279

Social Media Customer Experience Professionals Consulting Employee Engagement 279

CX Journey

MAY 4, 2017

Back in 2011, I started blogging at CX Journey when I was between gigs. If you ever plan to start blogging, do not - let me repeat - do not watch the site stats. And lots of amazing customer experience professionals. (I Today is my Day One. Those first months of writing were pretty interesting. And clients.

Customer Journeys 171

Customer Journeys Travel Customer Experience Professionals Strategy 171

CX Accelerator

MARCH 14, 2019

a global community of Customer Experience professionals, where do we tend to excel, and where do we have critical gaps? As a function, we cannot continue this way. Now is the time to learn new skills and apply new techniques as we evolve the CX practice. This urgent need had Ben and I thinking.as

Customer Experience 369

Customer Experience Customer Journeys ROI Guidelines 369

CX Journey

NOVEMBER 9, 2016

This week marks five years since I started blogging at CX Journey. I started the blog as a way to share what I've learned over the last 25+ years, and I can honestly say that, through this process over, I've learned so much more. CX Journey™ turns 5! It's been an amazing journey so far!

Customer Journeys 166

Customer Journeys B2B Customer Experience Professionals Culture 166

Lumoa

JANUARY 9, 2018

Read the full answers: Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution. Understanding that each customer and each experience will be different every time and creating your business to incorporate, embrace and excel at this. Customers want you to know them.

Customer Experience 354

Customer Experience Competitive Advantage Omni-Channel Culture 354

CX Accelerator

NOVEMBER 11, 2022

As a passion project, Nate created , CX Accelerator , a first-class virtual community for Customer Experience professionals. Back To CX Accelerator Blog After authoring , The CX Primer , Brown was dubbed the “CX Influencer of the Year” by CloudCherry and a top global CX thought leader by several organizations.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

CX Accelerator

JUNE 27, 2019

Originally posted on the Rustici Software Blog Last month, I presented to the Nashville Network of Customer Experience Professionals Association (CXPA) and shared how we’ve built a remarkable place to work at Rustici Software and how that leads to providing exceptional service to our customers.

Software 243

Software Culture Customers Customer Experience Professionals 243

Experience Investigators by 360Connext

OCTOBER 6, 2014

It’s one thing to hear customers are complaining about something, it’s another to stand there and hear the complaint directly. How can you get your organization to deliver an exceptional customer experience? Happy Customer Experience Day!

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

Lumoa

MARCH 21, 2023

You read blog posts and research articles if you want to learn more about a specific topic. ” “Ideal for VP’s and executive leaders, customer experience professionals, CMO, CCO, CXO, senior leaders in customer roles, sales and marketing and customer service.

Customer Experience 236

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 236

Kustomer

NOVEMBER 9, 2023

Customer expectations are rising, technology is advancing at an unprecedented pace, and the intersection of artificial intelligence (AI) and customer experience (CX) is where the future is being defined. Did you notice our featured blog post image was created by AI?)

Innovation 52

Innovation Customer Experience Professionals e-support Industry 52

Experience Investigators by 360Connext

OCTOBER 1, 2019

Customer experience professionals, enthusiasts and change agents around the world are celebrating today. CX Day is all about celebrating our success, learning from our amazing community, and looking to the future of customer experience. I recently wrote a blog about how to celebrate with us on CX Day.

Case Study 137

Case Study Customer Centricity Culture B2B 137

Experience Investigators by 360Connext

MARCH 9, 2015

I love blogs because they tackle topics in a timely way. Our blog here at 360Connext is of course a good place to start, but I also follow blogs focused on retail, metrics, customer service, and more. Blog Customer Experience Featured leadership learning linkedin resources' Stay current.

Customer Experience 110

Customer Experience Chief Customer Officer Customer Experience Professionals Resources 110

Kerry Bodine

AUGUST 14, 2020

On Wednesday I presented a webinar with the Toronto Customer Experience Professionals Association. This approach is detailed in my blog post 3 Steps To Better Customer Research. Zeroes in on a specific goal, task or challenge for your customers with a defined beginning and end.

Customer Journeys 207

Customer Journeys Management Touchpoint Telecommunications 207

Experience Investigators by 360Connext

SEPTEMBER 27, 2017

This post was written to commemorate global CX Day, and is one of many being featured in the Customer Experience Professionals Association’s 2017 CX Day Blog Carnival: Top Insights from CX Thought Leaders. So roll up your sleeves. It’s time to get to work.

Trends 244

Trends Net Promoter Score Effort Score Banking 244

TechSee

AUGUST 14, 2023

Follow on LinkedIn Jeanne Bliss , Founder & CEO at Customer Bliss Jeanne Bliss is the Founder and President of CustomerBliss and Co-Founder of The Customer Experience Professionals Association. Jon’s thought leadership can be followed on his widely-read JAA’s Analyst Blog.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

CX Journey

JULY 5, 2018

It appeared on their blog on December 14, 2017. Customer experience professionals know that, in order to deliver a great experience, companies must listen to customers, link customer feedback to transactional (and other) data, and act on what they hear.

Data 119

Data Customer Experience Professionals Metrics Analytics 119

CX Journey

MARCH 13, 2018

It appeared on their blog on December 6, 2017. The good news is, more and more company leaders are starting to get that they need to focus on the customer experience; the bad news is, many – most – are still struggling with the concept , choosing instead to focus on sales, metrics, and maximizing shareholder value.

Customer Centricity 173

Customer Centricity Customer Journeys Customer Experience Professionals Metrics 173

Experience Investigators by 360Connext

FEBRUARY 4, 2019

So what should today’s customer experience professional do about all these touchpoints? Owning the never-ending list is part of the customer experience professionals role now. Change or eliminate touchpoints that aren’t working for the customer’s benefit.

Touchpoint 187

Touchpoint How To Customer Experience Professionals Advertising 187

CX Journey

DECEMBER 14, 2016

Image courtesy of Noel Dela Cena I originally wrote today's post for the CXPA blog and have modified it slightly since then. I think that describes the customer experience profession, and especially the Customer Experience Professionals Association (CXPA), quite well.

Connections 80

Connections Customer Experience Professionals Groups Customer Experience 80

ijgolding

DECEMBER 14, 2017

I first became aware of job roles containing the words, ‘Customer Experience’ in the early noughties. However, it was not until 2011, with the creation of the Customer Experience Professionals Association (CXPA), that the role became officially recognised as a profession.

Customer Experience 164

Customer Experience Customer Experience Professionals Customer Centricity Customers 164

Experience Investigators by 360Connext

FEBRUARY 4, 2019

So what should today’s customer experience professional do about all these touchpoints? Owning the never-ending list is part of the customer experience professionals role now. Change or eliminate touchpoints that aren’t working for the customer’s benefit.

Touchpoint 173

Touchpoint How To Customer Experience Professionals Advertising 173