CX University

OCTOBER 12, 2021

PHILADELPHIA, PA – October 12, 2021 – The Customer Experience Professionals Association (CXPA) updated their professional certification exam (CCXP) on October 5, 2021 and CX University’s (CXU) online courses are congruent with the new exam content domains.

ROI 98

ROI Course Analysis Customer Experience Professionals 98

TechSee

JUNE 16, 2022

His YouTube channel is a fantastic source of inspiration about customer experience and customer centricity in a digital world. In his videos, I keep people updated about the latest trends in customer experience, customer service and customer centricity. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

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. Of course, it’s not just one metric. Just starting out?

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

BlueOcean

OCTOBER 8, 2021

I recently took the plunge with a certification program to hone my skills, and I’m happy to announce I’m now a newly minted certified customer service professional. Removing pain points FIRST, is far more valuable than trying to delight customers. Tapping into Customer Personas.

Customer Experience 177

Customer Experience Contact Center Culture Study 177

ClearAction

SEPTEMBER 25, 2022

CCXP exam (Customer Experience Professional Certification) competencies are a guide to highly profitable customer experience management. Pulling together all of this, you create your customer experience strategy. Professional certification is not a walk in the park. CCXP Struggles.

Customer Journeys 62

Customer Journeys Study Customer Experience Professionals Financial 62

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. Legendary management consultant and writer Peter Drucker once said, “Culture eats strategy for breakfast.”

Leadership 130

Leadership Culture Strategy Customer Experience Professionals 130

Experience Investigators by 360Connext

MAY 17, 2018

The Customer Experience Professionals Association (CXPA) 2018 Insight Exchange offered CX experts and professionals of all kinds, various titles and comfort levels a few days to learn, connect and get inspired. Cultural transformation is never easy. How will you ever really change your culture?

Leadership 161

Leadership Culture Customer Experience Professionals Customer Centricity 161

CX Journey

JUNE 21, 2016

I knew, conceptually, what it was, but digging deeper makes me think that every customer-centric organization ought to be lean. Nay, every organization should be lean so they can be customer-centric. Defining and delivering value for customers is a key area of focus for customer experience professionals.

Customer Experience 105

Customer Experience Customer Centricity Course Customer Experience Professionals 105

CX Journey

OCTOBER 17, 2018

They can't begin to focus on omnichannel, digital, personalization, AI, AR, and VR, oh my, when they can't even get their executives to commit to putting customers at the top of the priority list (right after employees, of course). With customer understanding. What does the future of customer experience look like?

Trends 111

Trends Guidelines Omni-Channel Government 111

Experience Investigators by 360Connext

JUNE 1, 2017

In many ways, customer experience is still a new phenomenon. Ok that’s not really accurate, of course. Your customers have experiences with you, and judge their relationship with your brand based on how they feel about those experiences, whether you want them to or not.

Net Promoter Score 165

Net Promoter Score Effort Score Innovation Culture 165

Lumoa

JANUARY 19, 2023

Whether your company is using the Balanced Scorecard , OKRs (Objectives and Key Results), SMART , or simple KPIs , this will help you align the work of your future customer experience department to goals everyone in the company cares about. Pro tip : If your customer journey is mostly digital (e.g., website, apps, etc.),

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

CX Journey

MAY 3, 2016

The Customer Experience Professionals Association (CXPA) was established in 2011 to support and to advance the customer experience profession, to set standards for the profession, and to increase the visibility of these long-unsung heroes. Provide feedback and help them stay on the right course, if needed.

Customer Experience 80

Customer Experience Customer Experience Professionals ROI Metrics 80

Horizon CX

DECEMBER 21, 2021

Having a customer-centric mindset, as those of us within the Customer Experience profession tend to have, I’m particularly concerned about how we respond to those recommended measures intended to help mitigate viral transmissions—physical distancing, masks, sanitizers, vaccinations, etc. Here’s a challenge for 2022.

Leadership 130

Leadership Measurement Groups Customer Experience Professionals 130

Wootric CX Blog

DECEMBER 8, 2019

Customer experience leaders are finding new applications for the popular Customer Effort Score metric. Traditionally used to assess and improve support interactions, CES is now guiding improvements in onboarding in the SaaS sector, driving customer-centric culture in healthcare and more. Why Focus on Effort?

Effort Score 59

Effort Score Examples Self Service Net Promoter Score 59

CX Journey

AUGUST 26, 2014

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. It will briefly describe the experience you plan to deliver. They go hand in hand.

Customer Experience 185

Customer Experience Management Government Customer Journeys 185

Innovative CX

FEBRUARY 26, 2019

Or better still, “Who owns the customer experience?” Of course, there is truth in the “everyone does” response - all of us do have a role in delivering an exceptional experience to our customers. As we know all functions have some role in the end-to-end customer experience. What’s in a name?

CEM 40

CEM Customer Experience Professionals Course ROI 40

CX Journey

MAY 24, 2017

If your employees aren't engaged with your improvement efforts - or engaged overall with the organization - it will be very difficult for them to delight your customers and deliver the experience they expect. But what tools do we give to employees to prepare them to deliver a great customer experience?

Engagement 154

Engagement Strategy Customer Experience Customer Journeys 154

CX Journey

DECEMBER 13, 2018

That, of course, is not ideal. Hiring members of the CX Team requires you to take a long view of customer experience design, execution, and goals. She is an inspirational leader who pioneered a new customer-centric culture, energizing the more than 15,000 JetBlue employees with her vision.

Tips 83

Tips Customer Insights Leadership Exercises 83

ClearAction

JANUARY 6, 2021

How can leaders wrap their heads around these overwhelming mandates for customer experience excellence? How can it be achieved NOW, rather than over the course of several years? Interestingly, like the list above, the answer to customer experience excellence in 2021 is to revisit the basics: they’re long overdue!

Tips 77

Tips Customer Experience Net Promoter Score Customer Journeys 77

Steve DiGioia

DECEMBER 5, 2016

For those that are interested in staying focused on the customer, it is more important than ever to hire the right people that fit the customer focused culture. is going out of cultural alignment. Constant reinforcement of the importance of customer service is key to sustaining the culture.

Industry 100

Industry Culture Metrics Customer Centricity 100

SmartKarrot

JUNE 11, 2021

Whether you are someone venturing into customer success, or looking to enhance your career in customer success, or looking to upgrade the knowledge and skills you already have- you can do that with a customer success certification. You need to choose the right course that offers trainings, more information, and certifications.

Customer Success 22

Customer Success Course Training Customers 22

Customer Guru

MARCH 7, 2018

Devika Vittal is the Director of Customer Experience at UAE Exchange. She is a seasoned customer experience professional with a demonstrated history of working in the financial services industry. Her expertise in this space helped UAE Exchange win two Customer Experience Benchmarking Index Awards for 2014.

Customer Experience 60

Customer Experience Customer Centricity Leadership Innovation 60

ClearAction

FEBRUARY 14, 2015

Maybe "love" is not the right word, but customer experience professionals should know what I mean: be a fan of, be engaged with, show a predisposition toward camaraderie that leads to co-innovation and co-promotion, inclined to look at the relationship with a long-term perspective for mutual value and growth.

Customer Experience 48

Customer Experience Customer Centricity Customer Experience Management Financial 48

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. His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. Annette Franz.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

SurveySensum

JULY 14, 2020

He is the author of ‘Be Your Customer’s Hero’, the founder of the popular Customers That Stick® blog, the Co-Host of the Crack the Customer Code podcast, and the creator of multiple virtual training courses on customer service and experience. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

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. His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. Annette Franz.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Experience Investigators by 360Connext

APRIL 14, 2020

Journey Mapping Courses & Educational Resources. I’ve created two journey mapping online courses in partnership with Linkedin Learning. Each course is under an hour and built to help you and your team feel more comfortable and successful with your journey mapping efforts. Customer Experience: Journey Mapping.

Customer Journeys 374

Customer Journeys How To Course Touchpoint 374

Ian Williams

FEBRUARY 25, 2015

Q: “So, what do you do professionally?”. A: “Oh, I’m in Customer Experience”. It is probably fair for us to call ourselves Customer Experience professionals, however there is a real danger that we could start thinking about ourselves in the wrong way. In fact, most of us do it most of the time. With me yet?

Customer Experience 40

Customer Experience Customer Experience Professionals Customers Sales 40

ClearAction

MARCH 23, 2015

Customer Experience Governance is part of Organizational Adoption and Accountability, one of the six domains in the body of knowledge advocated by the Customer Experience Professionals Association (CXPA). ClearAction offers a CCXP Exam Prep Course.). Customer-Centered Culture: Do This, Not That.

Government 48

Government Customer Experience Customer Journeys ROI 48

CX Journey

FEBRUARY 5, 2019

Customer experience professionals use storytelling to gain buy-in and commitment from their audiences (typically executives, as well as employees) and to deliver impactful emotional and rational perspectives and messages, thereby capturing both the hearts and minds of the intended audience. With the characters, of course.

Customer Journeys 88

Customer Journeys Transportation Customer Centricity Interaction 88

ChurnZero

MARCH 22, 2019

We had one of our portfolio companies with 60% of their headcount reporting up through CS, and that’s how they focused and was the culture of the business. You of course would rather buy from your CS person. Generally speaking, a small price increase each year, hasn’t been met with customers voting with their feet and churning out.

Customer Retention 61

Customer Retention Customer Centricity Customer Success Sales 61

Pointillist

MAY 23, 2018

More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. Companies have traditionally looked to improve customer experience by focusing on particular touch points.

Customer Journeys 90

Customer Journeys Analytics How To Touchpoint 90

Lumoa

APRIL 24, 2018

The maturity of the organizations ability to use this rich information and leadership greatly determine the outcome of this or any listening system truly driving culture change that leads to improved customer and employee experiences." Blake Morgan Customer Experience Futurist, Speaker and Author.

System 338

System Effort Score NPS Net Promoter Score 338

Michel Falcon Experience

FEBRUARY 19, 2016

It’s this same strategy that has allowed me to travel the world, work with great companies, start an online course , invest in a couple startups and keynote speak at events with 100’s of people in the audience. ”] I remember the day when I first recognized that customer experience management would be “my thing.”

Call Center 60

Call Center Consulting Customer Experience Net Promoter Score 60

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. I was blown away by these product leaders, and how customer centric they were in the ways that they were thinking, it was such an encouragement to me.

Employee Experience 52

Employee Experience Connections Leadership Groups 52