InMoment XI

MARCH 6, 2024

The best customer experience quotes can be a great source of inspiration for leadership teams and entire organizations looking to drive their CX transformation. It suggests that companies should prioritize responsiveness and engagement with customers regardless of the platform or channel they choose to communicate on.

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

Customer Bliss

MAY 4, 2017

Prior to joining Concur, Tabitha built and led the Customer Insights practice for Citrix as the Managing Director of Customer Insights and developed the CX programs for the Healthcare division of Philips as thecGlobal Director of Customer Experience. And the customer journey.) Do you agree? What do you think?

Leadership 160

Leadership Customer Experience Customer Journeys Net Promoter Score 160

Horizon CX

DECEMBER 1, 2023

The Art of Selling CX: Convincing Skeptical Senior Leaders on Customer Experience Success Introduction In the dynamic landscape of customer experience (CX) management, the journey extends beyond strategic implementation; it’s a constant process of persuasion and selling ideas, especially to senior leadership.

Customer Centricity 130

Customer Centricity Customer Journeys Automotive Fashion 130

Eptica

NOVEMBER 6, 2019

Date: Wednesday, November 6, 2019 Author: Guest author - Jeannie Walters Avoid these 5 CX Leadership Traps! Success begets more success, and customer experience is no different. Are you ready to make real changes on behalf of your customers? Published on: November 06, 2019.

Leadership 77

Leadership Net Promoter Score Contact Center Effort Score 77

Lumoa

OCTOBER 24, 2023

This article addresses the importance of happiness in customer experience, explains how happiness can drive growth and become a competitive advantage, and is inspired by the fireside chat “How can we use the science of happiness in CX?” Empathy Shared connections bring people closer in business and their personal lives.

Competitive Advantage 208

Competitive Advantage Customer Experience Net Promoter Score Effort Score 208

Experience Investigators by 360Connext

JANUARY 28, 2020

Anxiety is ramping up for senior leaders focused on customer experience, and it’s not difficult to understand why. According to Forrester’s 2020 Predictions , 1 in 4 customer experience professionals will lose their job this year. First, understand the true costs of NOT investing in customer experience.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

COPC

OCTOBER 16, 2023

These differences influence how individuals perceive and approach work — understanding them is vital for effective leadership and organizational growth. Today’s multigenerational workforce brings together unique values, communication styles, work preferences and even technology habits.

Leadership 94

Leadership Transportation Culture Contact Center 94

Experience Investigators by 360Connext

OCTOBER 27, 2020

Be sure to align what feedback you gather with your Customer Experience Success Statement. Will the answers to these questions help you achieve more success for customers, for your brand, and for your organizational leadership? How will you close the loop with the customer? Who is responsible?

Customer Journeys 359

Customer Journeys Social Media Feedback Touchpoint 359

Alida

NOVEMBER 29, 2017

Most executives today claim that customer experience (CX) is a top goal for their business , but Forrester’s research shows that companies aren’t making meaningful improvements in this area. Parrish recommended a practical framework companies can use to bridge the CX leadership gap. Six competencies that lead to CX leadership.

Study 127

Study Leadership Customer Experience Professionals Metrics 127

TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. Paul Husar, Senior Call Center Manager at LG Electronics.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

CX University

JULY 10, 2023

CX University (CXU) announces the completion of the United Bank for Africa’s (UBA) CX School that will be housed in its Leadership Academy. CX University is the first comprehensive online learning organization that specifically trains customer experience professionals.

Banking 52

Banking Competitive Advantage Customer Experience Professionals Course 52

Horizon CX

AUGUST 10, 2020

Wikipedia: Conversation is an interactive communication between two or more people. Hence, within our role as customer experience professionals, we hold a conversation and the resulting communication in the highest order of the many skills we possess and exemplify. Transform leadership. Build relationships.

Communication 130

Communication Social Media Leadership Groups 130

Horizon CX

OCTOBER 3, 2020

That certainly, and especially, includes being skilled and competent at the management of Customer Experience (CX). Organizations must be ready for this as it often requires a cultural shift or at least a shift in mindset from being product-centered to becoming more customer-centered. Governance. Survey Deployments.

Customer Journeys 130

Customer Journeys Net Promoter Score Effort Score Analysis 130

Experience Investigators by 360Connext

OCTOBER 6, 2014

Communicate in shareable ways. Creating a customer-centric organization from the inside out requires serious word-of-mouth messaging. Help your people who don’t interact with customers understand what that is like. How can you get your organization to deliver an exceptional customer experience?

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

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. The upheaval that digital engagement and collaboration is having on business leadership and organizational communication.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

CX Accelerator

JUNE 27, 2019

Originally posted on the Rustici Software Blog Last month, I presented to the Nashville Network of Customer Experience Professionals Association (CXPA) and shared how we’ve built a remarkable place to work at Rustici Software and how that leads to providing exceptional service to our customers.

Software 243

Software Culture Customers Customer Experience Professionals 243

Experience Investigators by 360Connext

JULY 12, 2022

Be sure to align what feedback you gather with your Customer Experience Success Statement. Will the answers to these questions help you achieve more success for customers, for your brand, and for your organizational leadership? How will you close the loop with the customer? Who is responsible?

Customer Journeys 143

Customer Journeys Feedback Social Media Exercises 143

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. The upheaval that digital engagement and collaboration is having on business leadership and organizational communication.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Quadient

SEPTEMBER 16, 2022

This one: Customer Journey Mapping: A brand's GPS to loyalty and advocacy was written back in 2016 by Laurent Ghio, Quadient’s first Certified Customer Experience Professional. Quadient is excited about our leadership status, so we made the full report available to you free of charge. Measure business impact.”.

Customer Journeys 52

Customer Journeys Social Media Roadmap Software 52

Customer Bliss

OCTOBER 31, 2017

Collaborative and deep relationships that already exist with the senior leadership team. Another overarching theme is the idea that client experience is a methodology. It’s one that involves a lot of communication, education, and analysis. Internally: We held client working sessions and client experience 101 training.

Customer Experience 0

Customer Experience Chief Customer Officer Analysis Communication 0

Lithium

MAY 12, 2021

And while Manning’s initial forecast did not account for a global pandemic, COVID-19 has only accelerated the race (not only against time and competitors, but most of all, against leadership stakeholders switching focus to other priorities) to create exceptional customer experiences that produce measurable business outcomes.

Customer Experience Professionals 59

Customer Experience Professionals Measurement Leadership Metrics 59

CX Journey

AUGUST 26, 2014

I think this is a critical component for change management for the customer experience. Getting leadership buy-in and helping them understand that the sooner the focus is placed on the customer experience, the sooner the business will benefit is an everyday challenge for customer experience professionals.

Customer Experience 185

Customer Experience Management Government Customer Journeys 185

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]. LinkedIn : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ijgolding

AUGUST 9, 2017

A perennial problem for any Customer Experience Professional around the world is to find an effective way to engage people with the significance of the subject. Whilst many profess to ‘get’ Customer Experience (CX), they tend to do so instinctively, intuitively and accidentally. Communication. Collaboration.

Engagement 226

Engagement Customer Experience Customer Experience Professionals Customer Centricity 226

Customer Guru

AUGUST 21, 2018

Kristina is a customer experience expert and host of “The Customer Experience Podcast for Business Leaders”, a podcast series for motivating C-Suite and leadership teams in improving customer experience. Marketing and thought leadership programs. Kristina Evey Follow @KristinaEvey.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

Think Customers

DECEMBER 18, 2019

In the era of the customer, companies are adopting digital initiatives and making changes to established business models, processes, and systems to become customer-centric organizations. What can CX leaders do to better communicate the value of a great customer experience to other stakeholders? Linking CX to ROI.

ROI 52

ROI Leadership Financial Data 52

Lumoa

JANUARY 19, 2023

Communication and problem-solving, to promote the team initiatives and manage change within the organization. Structures may be more flat and cross-functional, with employees wearing multiple hats and some of them also dedicating only half of their time to customer experience initiatives.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

ijgolding

FEBRUARY 12, 2018

But just like the castaways, we had been operating in the little, isolated island of strict confidentiality, away from everybody else and unable to communicate to anybody outside our isolated shores. Personally, this is why I have become a Customer Experience Professional and love playing in this field.

Strategy 132

Strategy Customer Experience Advertising Competitive Advantage 132

CX Journey

AUGUST 16, 2016

Last month, I wrote about the concept of lean management and what that means not only for your company but also for your customers. If company leadership wants to transform the culture of the organization and become a lean company, they've first got to understand what comprises lean leadership.

Company 80

Company Leadership Culture Touchpoint 80

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. 4) What Are the Elements of a Customer-Centric Culture? 5) How Customer-Centric Are Organizations? ” It is part of a broader celebration of Customer Experience Day.

Culture 120

Culture Strategy Customer Connectedness Customer Centricity 120

Beyond Philosophy

OCTOBER 28, 2021

Carbone thinks that the key from being a Break/Fix organization and moving on to a Breakthrough Experience organization is for Customer Experience champions to take a leadership role. Persuading people to believe in experience management as a driver for business success is essential for Customer Experience professionals.

Customer Experience 97

Customer Experience Net Promoter Score Insurance Effort Score 97

Comm100

APRIL 26, 2020

With this in mind, we sat down with Nate Brown , CEO of Officium Labs and the Co-founder of CX Accelerator , a community and resource hub for Customer Experience professionals. Hello and thank you for joining us today to chat with us about your experience in the CX space Nate. Check out the interview below.

Omni-Channel 130

Omni-Channel Culture Customer Centricity Self Service 130

CX University

OCTOBER 22, 2020

Assistant Vice president of Marketing and Communications corrm@moravian.edu 610.861.1365. Moravian College is the nation’s sixth-oldest college located in Bethlehem, Pennsylvania offering undergraduate and graduate degrees that blend liberal arts with professional programs. Media contact(s): Moravian College. Michael Corr.

Gamification 64

Gamification Course Customer Experience Professionals Leadership 64

ShepHyken

MAY 8, 2018

Because customers first interact and communicate with a company’s employees, businesses must first have happy employees. Redesign your business to help your customers achieve their goals, and then you will achieve your own.” – Jeanne Bliss. Would You Do That to Your Mother?

Chief Customer Officer 78

Chief Customer Officer Case Study Customer Experience Professionals Customer Centricity 78

Experience Investigators by 360Connext

JUNE 1, 2017

It’s only been in the last decade that we’ve seen any companies take the time to proactively think about a customer’s journey, and only within the last 5 years or so we’ve seen a steady expansion of those with “experience” or “customer” in their titles at the upper tiers of management.

Net Promoter Score 165

Net Promoter Score Effort Score Innovation Culture 165

Experience Investigators by 360Connext

MARCH 15, 2018

As we rely ever-more heavily on the communication tools of any trade today, like email and texting, we crave more emotional and human connections to break through the clutter. In customer experience, a personal touch can go a long way to improve a typical touchpoint in the B2B journey. The world is fast.

Connections 160

Connections B2B Touchpoint Fashion 160

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?

Culture 169

Culture Banking Metrics Employee Engagement 169