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

Experience Matters

OCTOBER 14, 2014

Cannon mentioned that CX is a topic in every single town hall and when he visits a facility, he says, “Don’t give me a facility tour, give me a customer experience tour.” Change takes focused leadership. It all starts with employee engagement. Cannon said that Employee Engagement is a precursor to CX.

Net Promoter Score 279

Net Promoter Score Employee Engagement Leadership B2B 279

Experience Matters

OCTOBER 5, 2015

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? Temkin Group has identified six stages of maturity towards a customer-centric organization.

Culture 120

Culture Strategy Customer Connectedness Customer Centricity 120

Experience Matters

DECEMBER 15, 2015

We agree and believe that customer experience is a reflection an organization’s culture and operating processes. As more companies roll out their CX change efforts, we expect to see them look for ways to train large groups of employees – to teach them basic CX concepts and to instill a sense of customer empathy.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

Qualtrics

JANUARY 22, 2021

I paid my own way through grad school and became a highly engaged student. Together, they designed and launched the Customer Experience Professionals Association (CXPA), a global organization of more than 4,000 members across 50 countries. I got straight As in my master’s program at MIT,” says Bruce.

Customer Connectedness 26

Customer Connectedness Customer Journeys Employee Engagement Leadership 26

ijgolding

MAY 5, 2017

It is important for a brand to t ake the opportunity offered by the recruitment process to present a well run, proactive, appealing view of an organisation to the target talent. . It helps if the whole business can view the hiring process as one of the key touch points in the colleague engagement journey and behave accordingly.

Brands 144

Brands Customer Journeys Brand Values Airlines 144