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Inspiration, Dedication, Perspiration – welcome to the mind of the Customer Experience Professional!


Last week I was afforded the undeniable pleasure of spending two whole days with Diane Magers, CEO of the Customer Experience Professionals Association (CXPA). A career Customer Experience (CX) Professional, Diane recently spent three years with responsibility for the ‘Office of the Customer and Customer Experience Strategy’ at telco giant, AT&T.

Transformational Leadership – the key to unlocking the competencies of Customer Experience Professionals


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. A customer-centric organisation.

Announcing the Customer Experience Academy: helping you to become a Certified Customer Experience Professional (CCXP)


On this date I became a Certified Customer Experience Professional (CCXP). For the last twenty years I have been working across multiple industries to help businesses improve their ability to meet the needs of colleagues and customers. To now be able to demonstrate that my expertise is worthy of a professional qualification is a wonderful thing.

Earning authority as a Customer Experience Professional – the importance of professional development


When I started out on my Customer Experience career many years ago, I had no idea that Customer Experience would ever be recognised as a profession. As I started to influence the organisation I was working for, I also did not realise that to be the best Customer Experience Professional I could be, I was […].

12 Ways To Engage With The Customer Experience Professionals Association

Experience Matters

I recently posted about the Past and Exciting Future of the Customer Experience Professionals Association. After reviewing our progress over the last few years, I am even more excited about the future of the organization and what it means for CX professionals worldwide. In that post I unveiled an updated version of the’s mission statement: The Customer Experience Professionals Association is the premier global non-profit organization dedicated to the advancement and cultivation of the Customer Experience profession.

The importance of EARNING authority as a Customer Experience Professional


During my career as a Customer Experience Professional, my opinions, points of views and suggestions have been rebuffed on many an occasion. Experience IS vitally important. I am responsible for Customer Experience’ – ‘You have to listen to me!’. I have been involved in the fields of business improvement and Customer Experience for over twenty years.

I’m like parsley – I get everywhere!’ – Stories that amazed and inspired me at the 2015 UK Customer Experience Awards!


However, for one group of Professionals in the UK, September now offers a completely different and more exciting prospect. September is the month where Customer Experience in the UK is celebrated – and celebrated in style. Having been involved since 2010, I have seen the annual ‘festival’ of Customer Experience grow from strength to strength.

Customer Experience – Fact or Fiction?


Whilst organisations have always delivered experiences, it is only now that most are starting to recognise the importance of them. However…there is usually one of those…there are still A LOT of people who DO NOT recognise Customer Experience – either as something of significant importance to business strategy OR as a profession at all. professional qualification.

‘Sweeping the steps of Customer Experience in 2014? – out with the old and in with the new for 2015


As we approach the last 24 hours before the end of 2014, I feel it is time to reflect on the last twelve months in the world of Customer Experience. Twelve months is not a particularly long time in the context of a lifetime of experiences, yet it is remarkable what progress can be made in 365 days. Customers and the experiences they have with businesses will always exist.

Hotels 108

CX = V! Customer Experience is not a job… it’s a vocation!


The very first question they asked me was “How did you become so passionate about customer experience management?” Using tools and methodologies to improve the ability of a business to meet and exceed customer expectation just made so much sense to me. That is why in my opinion, Customer Experience is not a job… it’s a vocation!

Opinion or Reality? Does Customer Experience really make a difference?


I am unlikely to be the first person to write an article focusing on whether or not the Customer Experience really makes a difference. On a weekly basis, Customer Experience Professionals all over the world are being challenged to demonstrate the ‘tangible’ value focusing on the Customer […]. Customer retention and loyalty CX Professionals CX Strategy customer centric customer centricity customer experience customer experience professionals customer experience strategy does customer experience make a difference JC Penney woolworths

Leveraging the soft and fluffy: how important are soft skills in delivering Customer Experiences?


Yesterday I had the enormous pleasure of co-chairing the first ever Customer Experience Professionals Association (CXPA) Members Insight Exchange to be held outside of the US. The gathering of Customer Experience Professionals (CXPs) from across Europe was as inspiring an occasion as I hoped it would be. CX Professionals People cbi customer experience customer experience professionals cxpa CXPA UK Members Insight Exchange emotional intelligence james caan McDonald''s neil carberry soft skills zappos

Customer Experience Professionals: Why We Do What We Do


Ben Motteram ( BM ), Ian Golding ( IG ) and Karl Sharicz ( KS ) are three Customer Experience (CX) professionals living on three different continents, all members of the Customer Experience Professionals Association, ( CXPA ) and each possessing the passion and the tenacity to make a difference in the lives of people and businesses around the world through a disciplined approach to CX.

Two steps forwards, five steps back: No-one said transforming the Customer Experience is easy!


Customer Experience Training CX Professionals customer experience customer experience professionals emotional experience Every job has its ups and downs. Whether you are a teacher, a doctor, an accountant, a sales rep, an IT consultant or an artist, some days will be better than others. I could continue to name more professions, but the principle would be the same – as sure as night follows day, good will […].

Guest Post: The Importance of Personal Growth for Customer Service Professionals


This week I am focusing my blog on the importance of developing ‘authority’ as a Customer Experience Professional in celebration of the upcoming CXPA Members Insight Exchange on the 10th February in London. If you have not read all about how to earn authority as a Customer Experience Professional here. CX Professionals People customer experience professionals Customer Service Profession Deanna Ayres; Marketing Zen; Kova Corp Personal Growth I am delighted to follow […].

The importance of persistence – why Customer Experience can only work if it is part of a long term business strategy


There are a number of things that comprise the characteristics of great Customer Centric leaders – courage; vision; passion; authenticity; humility; belief; are just some of them. Most business professionals work in ‘legacy’ businesses – ones that have existed for a significant amount of time and are used to a certain ‘way of working’. I am sure you can think of more as well.

It doesn’t bother me! What would the world be like if no-one cared about Customer Experience?


In all cases, I have been asked to work with; talk to; teach; cajole; people from the C-suite to the front line; in understanding the importance of Customer Experience. Whilst many of the people who have had to endure my ramblings are aligned to my passion for the subject of Customer Experience, there will always be some who have a different perspective.

The wonderful sound of Customer Experience: Tales from South Africa


When I became an independent Customer Experience Specialist in 2012, I could scarcely have imagined where my chosen career, my passion, would take me. I know of many who have both visited and lived in South Africa and so was excited to finally be able to see how a land I have never been to approaches Customer Experience. The ‘pants and socks’ experience!

5 Top Customer Service Articles For the Week of August 8, 2016


Each week I read a number of customer service articles from various online resources. Five Questions Customer Experience Professionals Are Asking Today by Michael Hinshaw. McorpCX) Everyone is talking about customer experience. My Comment: This short article has five simple, yet powerful questions related to a company’s customer experience strategy.

Temkin Group’s (Exciting) Plans For CX Day 2016

Experience Matters

Temkin Group has labelled 2016 The Year of the Emotion for customer experience. Customer experience Customer Experience Day Customer Experience Professionals Association CX Day CXPALast year, Temkin Group had a great time celebrating CX Day. This year, CX Day will be held on October 5th and we’re planning another exciting celebration. As you’ll see below, we’re continuing that theme in our CX Day plans: Thought leadership video: Bruce will interview renowned author and thought […].

Temkin Group Plans For CX Day 2015

Experience Matters

Temkin Group has labelled 2015 as the Year of the Employee for customer experience. Jen Rodstrom will present The Fundamentals of Customer Experience at 10:00 AM ET and Aimee Lucas will present Tapping into the Power of Engaged Employees at 1:00 PM ET. Customer Experience Matters video. We plan to unveil an exciting new video showing the importance of customer experience and the critical role of employees. Customer experience Customer Experience Day Customer Experience Professionals Association CX Day CXPA

Closing the Forgotten Loop


As customer experience professionals, we often worry about response rates. At the heart of the question of response rate is whether customers want to provide you with feedback and engage with your survey. Why do customers provide feedback? Customers who provide feedback want you to get better. They want you to use what they are. View Article

CX in the C-Suite: Webinar With Mercedes-Benz CEO

Experience Matters

As part of Customer Experience Day , I interviewed Mercedes-Benz USA (MBUSA) CEO Steve Cannon on a webinar called Customer Experience from the C-Suite. One of the highlights of the webinar was when Cannon said that “ customer experience is the new marketing ” and is critical for fulfilling MBUSA’s brand promise, The Best or Nothing. 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.” Satisfaction isn’t enough.”

CX makes the world go around! Why customer experience is a global challenge


This article was originally written for my exclusive column on – a hugely valuable and rich resource of information, expertise and inspiration for CX Professionals. I want to start my inaugural exclusive column for MyCustomer by stating how very proud I am to call myself a customer experience professional! You can find the original article here.

Five Things to Do on CX Day


Shouldn’t every day be customer experience day? Well, yes, but even the most customer-centric companies need fresh ways to turn their good intentions into customer happiness and sustainable growth. So how does one celebrate. View Article

Customer Experience in 2016: Making the Emotional Connection

Think Customers

One of the undisputed thought leaders in the customer experience space is Bruce Temkin, customer experience transformist and managing partner at Temkin Group as well as co-founder and initial chairman of the Customer Experience Professionals Association (CXPA). In a blog post which lists the most important customer experience trends to watch out for next year, Temkin cites "the year of emotion" as the most important trend for customer experience professionals to track in 2016.

How Can You Improve Customer Experience Across the Organization? Take The CX Challenge!

Customer Interactions

​If you’re a customer experience professional you will know that CX isn’t something confined to the contact center or store front anymore. Today every part of the business effects CX

Is the Customer Experience Really Everyone's Job?

CX Journey

Pundits and experts alike say that customer experience is everyone's job. If you google "customer experience is everyone's job" and "customer service is everyone's job," you'll find endless articles, blogs, and webinars with that very title. So it kills me when I see so many job postings for "customer experience" roles. It's true. In this regard.

Proof That CX Pays

Heart of the Customer

As a customer experience professional, you know CX pays. Customer experience leads to loyalty – so if your customer experience is poor, you have to spend an inordinate amount of time replacing the customers you’re losing. The post Proof That CX Pays appeared first on Heart of the Customer. Customer Experience

The Value of Connecting with Other #CX Professionals

CX Journey

I think that describes the customer experience profession, and especially the Customer Experience Professionals Association (CXPA), quite well. There’s a lot of value in connecting with other customer experience professionals, whether those connections are made through the CXPA or not. Get involved and connect with other CX professionals.

Journey Mapping: Interview with Annette Franz

Heart of the Customer

As part of the launch of our new website, I’m interviewing Annette Franz, author of the popular Customer Experience (CX) blog CX Journey. In addition to her blog, Annette and I volunteer together as CX Experts at the Customer Experience Professionals Association (CXPA). The post Journey Mapping: Interview with Annette Franz appeared first on Heart of the Customer.

CX Journey™ Musings: No Budget for #CX Improvements

CX Journey

Image courtesy of aliceheiman No customer experience budget? I recently read an article on MyCustomer about a study that Ovum and BoldChat conducted in which they found that many companies don't have the necessary budget to improve the customer experience. Everything you do is (for the) customer experience. Isn't it all customer experience?

Top 20 Customer Service Experts to Follow on Twitter Right Now


Like customers, customer service experts come from a wide range of backgrounds, each with their own unique perspective and take on the industry. We have compiled the following list of customer service experts so that you don’t have to. Roy Atkinson is a senior writer and analyst who specializes in guiding organizations to better customer service and customer service management.

The Distance between Terrible and Excellent Customer Experiences

Andrew Mcfarland

Most customer experience professionals would rather invest time in creating an amazing experience, than spend time recovering from ill-designed or poorly executed customer journeys. Customer Experience Customer Journey IHG SeinfeldAll the good intentions in the world yield very little if the journey leads to the.

The Impact of a Customer-Centric Culture Transformation

CX Journey

Customer experience professionals fight hard for the customer and are often challenged when it comes to making the case for improving the customer experience and transforming the company culture to be customer-centric versus other, more easily quantifiable company initiatives. It will briefly describe the experience you plan to deliver.

Happy Customer Experience Day!

Customer Bliss

Today is a great day for customer experience professionals around the world, as we celebrate and support the work of driving customer driven growth. Learn More: Customer Experience Professionals Association (CXPA). CCO Role & Success Factors customer experience customer experience professionals CX Day CXPA

I Found My Customer’s Heart in San Francisco

Customer Interactions

So said Larry Yusuf, head of customer analytics at IBM, one of the mainstage presenters at Forrester’s CXSF 2016 conference, which I had the pleasure of attending last week in San Francisco.