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. Tactics without strategy is the noise before defeat.

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

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

ijgolding

MAY 5, 2017

But it really is by no means the only driver, particularly when recruiting for Customer Experience professionals. At CX Talent Ltd we recognise that businesses can find it difficult to find the right candidate for Customer Experience roles. Most obviously, there is a huge budget!

Brands 144

Brands Customer Journeys Brand Values Airlines 144

Experience Matters

OCTOBER 5, 2015

What is the company communicating? Companies often focus on the think level, hoping that a barrage of communications can drive culture change. At the high end of the scale, the alignment around values is almost cult-like. 4) What Are the Elements of a Customer-Centric Culture? 5) How Customer-Centric Are Organizations?

Culture 120

Culture Strategy Customer Connectedness Customer Centricity 120