ijgolding

NOVEMBER 16, 2015

Whilst the meaning behind the phrases is perfectly well intended, all too often the words and their meaning are dismissed by those looking for any excuse to resist a focus on ‘the customer’. Last week I, along with thousands of other Customer Experience Professionals, proudly celebrated the third global CX Day.

Engagement 120

Engagement Customer Experience Professionals Customer Centricity Social Media 120

Horizon CX

JUNE 2, 2020

And buried within that same report, they also predicted that customer experience professionals would either quantify their business impact and reach new levels of influence or find themselves in a tenuous position. SHARP COMMUNICATION – transform ideas into messages.

Leadership 130

Leadership Culture Strategy Customer Experience Professionals 130

Customer Guru

AUGUST 21, 2018

DiJulius is a best-selling author of three books, a renowned keynote speaker, and an international customer experience consultant. John is an “Ex-Disney Guy” and Customer Experience Coach. Lior is a thought-leader, author, and speaker and has expertise in customer experience and employee engagement.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

Experience Matters

OCTOBER 5, 2015

All of our work in this area comes down to a key reality; culture is how employees think , believe , and act. Think : Employees are intellectually bought-in and understand the company’s vision and why it is important to the company. What is the company communicating? What do employees do when no one is looking?

Culture 120

Culture Strategy Customer Connectedness Customer Centricity 120

Customer Guru

MARCH 1, 2018

Pednekar is currently working as the Director – Quality for Atos in India and drives initiatives on Quality & Customer Experience. She is a Certified Customer Experience Professional from the CXPA (US). Especially, driving Quality and Customer Experience initiatives is very close to my heart.

Customer Centricity 94

Customer Centricity Customer Experience Professionals Employee Engagement Training 94

ijgolding

FEBRUARY 13, 2018

Five will focus on customer service, with responsibility for leading a customer care team and overseeing complaints and continuous improvement. In one role the link between employee engagement and customer satisfaction is highlighted, with a focus on hiring and nurturing talent. Say what you mean.

Resources 145

Resources Customer Journeys Customer Experience Customer Centricity 145

ijgolding

OCTOBER 3, 2016

Enough customer personas have been created by businesses to launch a new country! Customer focused measures are built into performance objectives and bonus schemes, whilst communication, employee engagement and learning & development activity keeps an army of Customer Experience ‘people’ busy.

Customer Centricity 263

Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

Experience Matters

MAY 12, 2015

Companies have also achieved the best scores we’ve seen for two of our four core competencies, Employee Engagement and Customer Connectedness. Sixty-three percent of large organizations have a senior executive in charge of their customer experience efforts.

Report 120

Report Customer Connectedness Management Effort Score 120

Michelli Experience

JUNE 26, 2018

. “ If those signs from the universe weren’t enough to spark this blog, I subsequently watched a customer experience professional at another business masterfully use humor to de-escalate a customer complaint. How and when should we use humor to engage customers? Create an engage work environment.

Customer Experience 184

Customer Experience Consulting Guidelines Tips 184

Customer Guru

MARCH 1, 2018

Padnekar, currently working as the Director – Quality for Atos in India, and drives initiatives on Quality & Customer Experience. She is a Certified Customer Experience Professional from the CXPA (US). Especially, driving Quality and Customer Experience initiatives is very close to my heart.

Customer Centricity 79

Customer Centricity Customer Experience Professionals Employee Engagement Training 79

Experience Investigators by 360Connext

JUNE 17, 2015

I’m a Certified Customer Experience Professional (CCXP) and I’ll be sharing some of my best tips in our next webinar. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. You have your supplies. Want to get a head start and learn some expert tips?

Customer Experience 110

Customer Experience Social Media Employee Engagement Metrics 110

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. She recently wrote the book on customer understanding ! Adrian Swinscoe. Annette Franz. Bill Quiseng. Dennis Wakabayashi.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

CX Journey

OCTOBER 6, 2016

It's a challenge that customer experience professionals face as they attempt to get executive commitment, transform the organization's culture, and more. What advice would you give to these professionals to help them help others (especially executives) change the way they think about things? And then shareholders benefit.

Culture 169

Culture Banking Metrics Employee Engagement 169

SurveySensum

JULY 14, 2020

Adam Toporek is an internationally-recognized Customer Experience Expert, Keynote Speaker, and Customer Service Trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Customer Guru

MARCH 7, 2018

Maneesha Pednekar is currently working as the Director – Quality for Atos in India and drives initiatives on Quality & Customer Experience. She is a Certified Customer Experience Professional from the CXPA (US). Especially, driving Quality and Customer Experience initiatives is very close to my heart.

Customer Centricity 60

Customer Centricity Customer Experience Professionals Employee Engagement Training 60

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. She recently wrote the book on customer understanding ! Adrian Swinscoe. Annette Franz. Bill Quiseng. Dennis Wakabayashi.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

COPC

OCTOBER 16, 2023

Today’s multigenerational workforce brings together unique values, communication styles, work preferences and even technology habits. Interestingly, there have been successful leaders who have recognized the potential of online communities, even going so far as to leverage them within their organizations.

Leadership 94

Leadership Transportation Culture Contact Center 94

Experience Investigators by 360Connext

MARCH 24, 2015

Improving customer experience starts with a commitment to change the culture. Case in point: Gibson discovered many customer communications said “you are terminated” because that was legal language. It’s time to convince the powers that be that customers need to hear human language. Kevin Gibson, Humana #ngce.

Customer Journeys 110

Customer Journeys Customer Experience Conference Social Media 110

ijgolding

MAY 23, 2017

Usually (although not exclusively) the domain of men and women working for organisations in senior roles, the ‘rolling eye phenomenon’ often occurs when someone like me, a Customer Experience Professional, starts to talk about anything related to the Customer Experience.

Customer Experience 227

Customer Experience Financial Customers Insurance 227

Lumoa

OCTOBER 31, 2018

This will push more aggressive change driven by Customer Experience professionals. Organizational alignment will be most critical – both internally and to the market and customer expectations. It’s too easy to overlook the employee engagement and try to deploy CX outside of an holistic organisational approach.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

ShepHyken

NOVEMBER 30, 2018

This week we feature an article by Brian Cantor who gives us a list of ways to achieve success and consistency when communicating with customers on any channel. – Shep Hyken. Making for a jointly admirable and problematic reality, the customer contact community often takes a lofty, wide-eyed approach to strategy and technology.

Omni-Channel 95

Omni-Channel Self Service Policies Abandon Rate 95

Answer Dash

APRIL 16, 2019

It places the horse before the cart, conveying that the end is customer lifetime value growth, and the means is meeting or exceeding customer expectations. This simplifies employees’ daily decisions in alignment with corporate strategy. This model treats customer experience management as a living system.

Customer Experience 76

Customer Experience Financial Customer Journeys Handbook 76

Lumoa

APRIL 24, 2018

If they are not doing a good job they can quickly fix the situation with the customer." Ian Golding Global Customer Experience Specialist and Certified Customer Experience Professional. Include NPS with CSAT, CES, FCR, employee engagement, emotion, etc. Networks Connect… Communities Care!

System 338

System Effort Score NPS Net Promoter Score 338

Wootric CX Blog

FEBRUARY 14, 2019

These authors, speakers, thought-leaders and dedicated customer experience professionals have all helped contribute to the widespread adoption of CX, not just as a strategy, but as a higher goal. Director Analyst: Senior research analyst & executive advisor on Customer Experience at Gartner. Bruce Temkin.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

ClearAction

APRIL 29, 2020

Centralized customer experience programs include customer research and analytics, customer relationship management and customer success, customer service and business process improvement. Work experience in multiple P&L units or multiple functional areas, such as marketing, quality, service, etc.

Customer Experience 71

Customer Experience Chief Customer Officer Customer Centricity Leadership 71

Michelli Experience

AUGUST 22, 2017

My perspective likely varies greatly from someone who travels only during peak holiday periods or who watches the same customer-experience disaster video repeatedly. My view is also colored by the work I’ve done with very dedicated customer experience professionals within the airline industry.

Airlines 113

Airlines Data Travel Consulting 113

Alida

SEPTEMBER 22, 2016

Start by clearly defining what your company stands for, developing an understanding of how customers engage with your brand and prioritizing lasting emotional connections with consumers. “Our community helps us get to the whys” – Visionary winner @ElizabethArden. vpq4rHp8ep #vcsummit pic.twitter.com/if3TXTbFah.

Innovation 100

Innovation Marketing Social Media Healthcare 100

ClearAction

AUGUST 13, 2019

It places the horse before the cart, conveying that the end is customer lifetime value growth, and the means is meeting or exceeding customer expectations. This simplifies employees’ daily decisions in alignment with corporate strategy. Core Customers Clarity.

Customer Experience 48

Customer Experience Financial Customer Journeys Customer Experience Professionals 48

ProProfs Chat

JANUARY 17, 2020

Well, the answer is, he did not give up his seat to a United employee. The anger among customers grew when Diane Mager, the CEO of the Customer Experience Professionals Association, talked about the incident but didn’t pinpoint the problems that needed to be discussed. What causes poor customer service?

Customer Service 97

Customer Service Social Media Poor Customer Service Feedback 97

Russel Lolacher

OCTOBER 10, 2022

She’s the Vice President of Marketing agent and customer experience at live ops Inc, founder and host of the doing CX right podcast. She’s a contributing writer and business advisor on Forbes communications Council diversity advancement community leader for cxpa. Wow, another acronym.

Trends 52

Trends Net Promoter Score Leadership Employee Experience 52

Qualtrics

MAY 6, 2019

More than 3,500 locals have signed up to receive surveys from Dublin City Council up to four times a year on a variety of topics like local arts, entertainment, retail, civic engagement, community and public services. The City of Provo runs its panel program on the Qualtrics Experience Management Platform. Transparent?

Government 30

Government Feedback Entertainment Survey 30

ClearAction

MARCH 23, 2015

Governance doesn’t get much airtime in customer experience management conversations and writings. It's not as exciting and it's harder to wrap your mind around than customer engagement and VoC (voice-of-the-customer) and CX (customer experience) technologies. Just what is it, anyway?

Government 48

Government Customer Experience Customer Journeys ROI 48

Experience Investigators by 360Connext

FEBRUARY 18, 2020

What makes this course great: Leslie is a writing instructor and has great insights into email communication. The course includes real customer service emails to give your team a head start. This course can help your organization deliver customer-focused communication without losing efficiency or effectiveness.

Course 35

Course Training Customer Journeys Customer Experience 35

ClearAction

FEBRUARY 26, 2015

Yet I've noticed that many customer journey maps aren't really designed to get full mileage from them. How can you get your whole organization engaged in making a significant positive difference to customers, and subsequently to cash? And a picture paints a thousand words. ClearAction offers a CCXP Exam Prep Course.).

Customer Journeys 48

Customer Journeys Customer Experience ROI Exercises 48

Qualtrics

JANUARY 2, 2019

For example, a December 2018 GAO report called out the need for the Department of Transportation to collect more customer feedback from airline passengers. A September 2018 report said the IRS needed to better communicate customer wait times and gather more customer feedback on policy changes.

Government 20

Government Customer Experience Chief Customer Officer Transportation 20

Qualtrics

MARCH 26, 2019

You need a skilled facilitator with authority who understands the business of the organization and can lead action-oriented, inspirational, non-threatening discussions around customer data. The secretariat should communicate the meeting specifics to the team. A secretariat. Don’t skimp on the secretariat. One set of CX data points.

Government 22

Government Data Policies Guidelines 22

Russel Lolacher

JULY 4, 2022

He is the senior director of customer experience at arise virtual solutions, which is the platform that connects big brands with working from home service providers. And I think he’s going to add a very interesting perspective to how we can sort of engage and connect with others to improve the employee experience.

Employee Experience 52

Employee Experience Connections Leadership Groups 52