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

Experience Matters

DECEMBER 15, 2015

We agree and believe that customer experience is a reflection an organization’s culture and operating processes. Customer experience has come a long way over the last few years, as CX practitioners have shared lessons learned and improved upon best practices.

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. How do you align channels to deliver the right customer experience? Tell me about your background. I was born in Iowa in the US – farm country.

Customer Journeys 152

Customer Journeys Culture Customer Centricity Contact Center 152

Natalie Petouhof

JULY 18, 2015

Option 1: Choose Your Brand and It’s Values: If Reddit wants to be the “anything goes brand” then they mostly likely will have to change their business model (i.e., That is up to each and every individual and each and every brand. But how far does one go, still be human, and not be offensive?

Fashion 40

Fashion Guidelines Brands Policies 40

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