Experience Investigators by 360Connext
OCTOBER 17, 2023
I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.
ijgolding
OCTOBER 24, 2014
As someone who spends every working day influencing organisations to focus on people (customers and employees), I am always intrigued that the reporting of business performance seems to spend more time empathising with shareholders than it does with customers and employees.
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ijgolding
NOVEMBER 13, 2014
Equally as many millions of consumers were prepared to put up with the ‘no service’ proposition and until recently, Ryanair CEO Michael O’Leary revelled in the financial returns that this strategy delivered. Grateful to have an amazing advocate of the financial benefits of improving Customer Experience.
ijgolding
FEBRUARY 20, 2017
Wanting proof of the real financial benefit of a CX focused strategy is a very common requirement of those who run businesses – and so it should be. Only recently I wrote about an experience a friend of mine was (and still is) having with BT – it was the perfect example of the RANDOM or UNINTENTIONAL Customer Experience.
ijgolding
OCTOBER 21, 2014
The quote is in fact the very first line of the executive summary of this years Nunwood UK Customer Experience Excellence Report – a report that should be essential reading for any customer experience professional in the UK.
ijgolding
JULY 14, 2017
Journey mapping helps to clear the mist, so you can design interactions with purpose, which meet their true goals and deliver the total experience. Like me, Beth is a Customer Experience Specialist and proud to be a Certified Customer Experience Professional (CCXP).
ijgolding
DECEMBER 14, 2017
I first became aware of job roles containing the words, ‘Customer Experience’ in the early noughties. However, it was not until 2011, with the creation of the Customer Experience Professionals Association (CXPA), that the role became officially recognised as a profession.
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