ijgolding

JUNE 9, 2015

If you have followed my writing for a while, you will be very much aware that I am very proud and passionate Customer Experience Professional (CXP). One of a growing number of ‘specialists’ in the newly recognised professional field, this group of skilled, experienced practitioners is growing in number on a weekly basis.

Customer Experience Professionals 120

Customer Experience Professionals Leadership Customer Experience Effort Score 120

CX Journey

JUNE 30, 2015

Sun Tzu Customer experience strategy is one of the six competencies of the Customer Experience Professionals Association's ( CXPA ) CCXP exam and something every customer experience professional should be well versed in/about. Outline your personas : do different customers have different needs?

Strategy 80

Strategy Customer Journeys Customer Experience Professionals Exercises 80

Customers That Stick

OCTOBER 6, 2014

CX Day is dedicated to celebrating customer experience and professionals who work in the customer experience field. CX Day is created by the Customer Experience Professional’s Association (CXPA), to which I belong. Unlocking Employee Enthusiasm for Customer Experience (Google hangout).

Customer Experience Professionals 123

Customer Experience Professionals Brand Values Strategy Communication 123

Experience Matters

DECEMBER 15, 2015

We agree and believe that customer experience is a reflection an organization’s culture and operating processes. Nothing illustrates this maturity better than the Customer Experience Professionals Association and the increasing number of Certified Customer Experience Professionals.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

ijgolding

MARCH 20, 2018

Today I am absolutely delighted to share my interview with passionate Customer Experience Professional, Kathy van de Laar – enjoy… Ian. While I was there, the agency started working with something called experience-based branding. When I look back on it, this was for me the start of customer experience.

Customer Journeys 152

Customer Journeys Culture Customer Centricity Contact Center 152

Natalie Petouhof

JULY 18, 2015

In Ray Wang’s book: Disrupting Digital Business: Create An Authentic Experience in A Peer-to-Peer Economy says Digital Darwinism is not kind to those who wait to understand the transformation and choices business have to make, and make now. But there are some brands would find some of the content on Reddit “off brand.”

Fashion 40

Fashion Guidelines Brands Policies 40

ijgolding

MAY 5, 2017

The recruitment process ‘window’ is a potential point of vulnerability in terms of perception and branding of a business to the interested outside world. Customer Experience is a relatively small world, and reputations of both individual practitioners and businesses are often shared. Most obviously, there is a huge budget!

Brands 144

Brands Customer Journeys Brand Values Airlines 144