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. Metrics, Measurement, and ROI You can't manage what you don't measure.

Customer Experience 80

Customer Experience Customer Experience Professionals ROI Metrics 80

Thematic

NOVEMBER 28, 2019

Over the course of Fall 2019, we surveyed 150 CX professionals. The survey itself was conducted by Thematic, in collaboration with the Customer Experience Professionals Association (CXPA), and publicized through our social media, CXPA and our friends & influencers in CX space, such as Annette Franz and Maurice FitzGerald.

Report 62

Report Survey ROI Net Promoter Score 62

Thematic

MAY 22, 2019

CXPA or the Customer Experience Professionals Association is an organisation dedicated to cultivating the CX profession. Such as: proving customer experience ROI scaling CX across international borders, and best practices for prioritizing CX for the C-suite. Proving Customer Experience ROI.

Exercises 97

Exercises ROI Conference Video 97

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 diversified experience includes significant client-side, consulting-side, and agency-side tenures. Annette Franz.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

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 diversified experience includes significant client-side, consulting-side, and agency-side tenures. Annette Franz.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Innovative CX

FEBRUARY 26, 2019

There is one function that plays an important role in managing the customer’s journey in organizations, that of the customer experience professional. I’ll admit that as of late, the title customer experience professional has been bestowed on many different roles within an organization.

CEM 40

CEM Customer Experience Professionals Course ROI 40

Confirmit

JUNE 7, 2017

Really inspiring stories of changes to corporate culture and how Voice of the Customer and Voice of the Employee programs are empowering employees to do the right thing. What remains less common is the elusive linkage to the bottom line - companies who’ve got cold, hard financial data about their program.

Return on Investment 40

Return on Investment ROI Financial Customer Experience Professionals 40

Chattermill

JUNE 25, 2019

In the following article, we’ll dive deep into the customer experience mistakes to avoid at all costs. CX Isn’t Part of the Company Culture. True customer obsession is a principle that keeps companies relevant, competitive, and growing. Company culture influences and projects onto everything a company does.

Customer Experience 45

Customer Experience Customer Centricity Effort Score ROI 45

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

ShepHyken

DECEMBER 13, 2019

It is easy for CX professionals to be overwhelmed when they seek support from CX solutions as they often find themselves surrounded by countless vendors offering “better, smarter and faster” solutions. Every organization has a philosophical culture and style of communication. Preparation checklist. Know your limits. Do yours match?

Competitive Advantage 101

Competitive Advantage Case Study Communication Insurance 101

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ECXO

DECEMBER 26, 2023

Using Behavioural Science in Marketing: Drive Customer Action and Loyalty by Prompting Instinctive Responses by Nancy Harhut. Increase engagement, response rates and the ROI of marketing initiatives with this step-by-step guide to harnessing hardwired consumer behaviour and instinctive responses.

Case Study 52

Case Study Customer Centricity Social Media Competitive Advantage 52

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

SmartKarrot

MARCH 8, 2022

Also, Annette is a distinguished customer success author who has written two books, ‘Customer Understanding: Three Ways Put the “Customer” in Customer Experience’ and ‘Built to Win: Designing a Customer-Centric Culture That Drives Value for Your Business.’. Ashna Patel. Emilia D’Anzica.

Customer Success 21

Customer Success Customer Journeys Chief Customer Officer Customer Centricity 21

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

ClearAction

AUGUST 13, 2019

Clarity is muddied when the CEO announces top strategic objectives, as the first one is usually financial, and the others are listed perhaps as equals or as paths to the financial objective. The default assumption is that financials rule, perhaps at the expense of the other objectives, or perhaps with the end justifying any means.

Customer Experience 48

Customer Experience Financial Customer Journeys Customer Experience Professionals 48