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

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

Experience Matters

DECEMBER 15, 2015

We agree and believe that customer experience is a reflection an organization’s culture and operating processes. We saw a surge of interest in the topic of culture in 2015, and we expect even more executives to begin the long-term journey of culture change in 2016. Customer Journey Designing.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 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

Qualtrics

JANUARY 22, 2021

Together, they designed and launched the Customer Experience Professionals Association (CXPA), a global organization of more than 4,000 members across 50 countries. It aligned nicely with the Temkin Group’s key focus areas of purposeful leadership, compelling brand values , customer connectedness, and employee engagement.”

Customer Connectedness 26

Customer Connectedness Customer Journeys Employee Engagement Leadership 26

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