InMoment XI

MAY 16, 2012

More than 350 Voice of Customer (VOC) and customer experience professionals gathered today at the Metropolitan Hotel in Las Vegas for the first day of VoCFusion 2012.

Hotels 200

Hotels Customer Experience Professionals Voice of Customer Financial 200

CX University

JULY 10, 2023

CX University is the first comprehensive online learning organization that specifically trains customer experience professionals. The Enterprise Learning Solution is a tailored program offered to corporations that need specialized, organizational-wide training to weave Customer Experience into the company ethos.

Banking 52

Banking Competitive Advantage Customer Experience Professionals Course 52

InMoment XI

MAY 16, 2012

More than 350 Voice of Customer (VOC) and customer experience professionals gathered today at the Metropolitan Hotel in Las Vegas for the first day of VoCFusion 2012.

Hotels 200

Hotels Customer Experience Professionals Voice of Customer Financial 200

InMoment XI

MAY 16, 2012

More than 350 Voice of Customer (VOC) and customer experience professionals gathered today at the Metropolitan Hotel in Las Vegas for the first day of VoCFusion 2012.

Hotels 200

Hotels Customer Experience Professionals Voice of Customer Financial 200

CX Accelerator

MARCH 14, 2019

a global community of Customer Experience professionals, where do we tend to excel, and where do we have critical gaps? The bottom line is that Customer Experience Management as a practice is struggling to demonstrate ROI. As a function, we cannot continue this way. This urgent need had Ben and I thinking.as

Customer Experience 369

Customer Experience ROI Customer Journeys Guidelines 369

ClearAction

SEPTEMBER 25, 2022

CCXP exam (Customer Experience Professional Certification) competencies are a guide to highly profitable customer experience management. It’s equally applicable to Employee Experience and Partner Experience management. Pulling together all of this, you create your customer experience strategy.

Customer Journeys 62

Customer Journeys Study Financial Customer Experience Professionals 62

Horizon CX

DECEMBER 1, 2023

These studies often measure metrics such as customer satisfaction, loyalty, and advocacy against financial performance indicators. Organizations like Forrester and Gartner frequently publish research on the business impact of customer experience. These reports often include statistics, trends, and success stories.

Customer Journeys 130

Customer Journeys Customer Centricity Automotive Fashion 130

ijgolding

MAY 23, 2017

Usually (although not exclusively) the domain of men and women working for organisations in senior roles, the ‘rolling eye phenomenon’ often occurs when someone like me, a Customer Experience Professional, starts to talk about anything related to the Customer Experience.

Customer Experience 227

Customer Experience Financial Customers Insurance 227

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.

Retail 290

Retail Financial Report Customer Retention 290

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.

Customer Experience 208

Customer Experience Poor Customer Service Financial Return on Investment 208

Lumoa

DECEMBER 18, 2017

There're great professionals who feel the customer pains and embrace their successes. Jim, CCXP (Certified Customer Experience Professional), is a founder of a CX consulting agency, Heart of the Customer , and sees the world in a special way: through the eyes of customers.

Analytics 273

Analytics Customer Journeys Customer Experience Net Promoter Score 273

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.

Brands 249

Brands Airlines Financial Travel 249

CX Journey

DECEMBER 13, 2017

In this webinar, I share the five steps you must take in order to drive action with the vast quantities of data available today - for the developers and the analysts who build dashboards and reports that customer experience professionals use to understand the customer and her experience in order to design and deliver a better experience.

Data 112

Data Customer Experience Professionals ROI Analytics 112

CX University

OCTOBER 5, 2021

On October 5, 2021, Dr. Latib will join FPL virtually to lead the topic on Creating a Culture of Experience Obsession. This day is also the global #CXDay, where Customer Experience professionals around the world recognize the profession and its advancement.

Engagement 94

Engagement Banking Culture Policies 94

ijgolding

FEBRUARY 3, 2016

This article was originally written for my exclusive column on mycustomer.com – 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!

Customer Experience 120

Customer Experience Customer Experience Professionals Travel Study 120

CloudCherry

MARCH 19, 2018

Getting started with a Customer Experience strategy is generally never a problem for brands. Customer experience professionals are then assigned the task of launching initiatives designed to delight customers and make their experiences more effortless. How are these factors related?

Customer Experience 150

Customer Experience Customer Journeys Lifetime Customer Financial 150

CX Journey

JULY 5, 2018

Customer experience professionals know that, in order to deliver a great experience, companies must listen to customers, link customer feedback to transactional (and other) data, and act on what they hear.

Data 119

Data Customer Experience Professionals Metrics Analytics 119

Confirmit

JANUARY 8, 2020

A Voice of the Customer (VoC) program can have a measurable financial impact for organizations by enabling improvements in key metrics such as customer churn, customer spend, and cost of service. What Can I Measure With the ROI Calculator? Lower Risk of Regulatory Fines. Finance/IT. Software Licenses. IT Employees.

ROI 52

ROI Self Service Customer Experience Professionals Financial 52

Experience Matters

MAY 12, 2015

Companies have also achieved the best scores we’ve seen for two of our four core competencies, Employee Engagement and Customer Connectedness. While only 7% of companies believe that their organization currently delivers industry-leading customer experience, 55% have a goal to be an industry-leader within three years.

Report 120

Report Customer Connectedness Management Effort Score 120

Lumoa

MARCH 21, 2023

I wanted my book to have a transformation lenses, providing advice on how to question the status quo in an organisation, as well as offering insights into how organisations can be transformed to deliver sustainable change that has positive outcomes for customer experience, employee experience and financial success.

Customer Experience 236

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 236

Customer Bliss

MAY 16, 2017

Milista Anderson is currently the Chief Customer Experience Officer of FIS Corporate and Digital Solutions. FIS is a large-scale provider of financial services.) She also has expertise in entrepreneurial business practices in insurance, health care and professional services. Episode Overview. Anderson holds a B.S.

Chief Customer Officer 0

Chief Customer Officer Financial ROI Insurance 0

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.

Customer Experience 164

Customer Experience Customer Experience Professionals Customer Centricity Customers 164

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).

Customer Experience Design 274

Customer Experience Design Customer Journeys Customer Experience Banking 274

Beyond Philosophy

JUNE 26, 2021

In this episode, we share 7 essential books for any Customer Experience professional to read, ideally in a tropical locale with a fruity drink in hand. Key Ideas to Improve your Customer Experience. ’ As a result, he has 289,000 followers of his work. Follow Colin on Linkedin and Twitter.

Customer Experience Professionals 68

Customer Experience Professionals Consulting Financial Customer Experience 68

Beyond Philosophy

JANUARY 22, 2022

Here are a few key moments in the discussion: 03:21 Colin describes how what he is seeing in business today regarding customer experience feels familiar to what was happening over two decades ago with CRM. 08:34 We get into what Customer Science is and what it is capable of doing for businesses today.

CRM 78

CRM Customer Satisfaction Consulting Customer Relationship Management 78

Kerry Bodine

AUGUST 14, 2020

On Wednesday I presented a webinar with the Toronto Customer Experience Professionals Association. For this, you’ll need to use care when crafting your questions to make sure the customer knows you’re asking about the entire journey, and not just a particular interaction.

Customer Journeys 207

Customer Journeys Management Touchpoint Telecommunications 207

Kerry Bodine

SEPTEMBER 27, 2017

Recently, Capital One piloted a free three-step money coaching service to its café customers, a move that earned the company a spot as a finalist in the 2017 Service Design Awards. This post is part of the Customer Experience Professionals Association’s Blog Carnival “Celebrating Customer Experience.”

Marketing 136

Marketing Transportation Advertising Customer Experience Professionals 136

Customer Guru

AUGUST 8, 2018

He has extensive experience in retail, wholesale, franchising, and small business and has a strong belief in positive customer experience. She has over 16 years of experience in areas of market research, program management, marketing, instructional design, and training. Aimee Lucas Follow @Aimee_Lucas.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

ijgolding

FEBRUARY 13, 2018

Like me, Beth is a Customer Experience Specialist and proud to be a Certified Customer Experience Professional (CCXP). It was during her time working in a commercial team in financial services that she first spotted the link between Customer Experience Management and business results – she never looked back.

Resources 145

Resources Customer Journeys Customer Experience Customer Centricity 145

SuiteCX

MAY 26, 2017

Customer Experience Professionals have their own language e.g. NPS, Moment of Truth (MOT), CSat, etc. At the end of the day, the Customer Experience team needs to talk about innovation as well as incremental change. The companies we work for don’t care about our words.

Customer Journeys 100

Customer Journeys Effort Score Automotive Exercises 100

SuiteCX

MAY 26, 2017

Customer Experience Professionals have their own language e.g. NPS, Moment of Truth (MOT), CSat, etc. At the end of the day, the Customer Experience team needs to talk about innovation as well as incremental change. The companies we work for don’t care about our words.

Customer Journeys 100

Customer Journeys Effort Score Automotive Exercises 100

Think Customers

DECEMBER 12, 2014

Companies with customer-obsessed cultures--think USAA or Southwest Airlines--differentiate themselves in their industries and earn major financial benefits as a result. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog. 1to1Media.com/weblog.

Airlines 75

Airlines Customer Experience Professionals Culture Financial 75

Beyond Philosophy

SEPTEMBER 27, 2017

Now is the time to lend a helping hand to your fellow Americans,” he wrote, “to help them meet their immediate needs without the added stress of excessive financial demands.”. Telecoms Put Cost-Savings Ahead of Customers. Providing customers with a better experience was not on the company’s radar.

Wireless 117

Wireless Telecommunications Financial Customer Experience Professionals 117

ijgolding

SEPTEMBER 24, 2015

Empathy – Achieving an understanding of the customer’s circumstances to drive deep rapport. In the 2015 release fof the analysis, KPMG Nunwood confirm that the ability to master these competencies DOES & WILL create financial value for an organisation. Non Grocery Retailers in the CEE have delivered 15.8%

Analysis 120

Analysis Omni-Channel Customer Experience Brands 120

CX Journey

JULY 5, 2016

The implications of investing in both the employee experience and the customer experience are measurable against the bottom line. There's a lot of evidence out there, and yet, customer experience professionals are constantly asked to prove it. The Elusive ROI of Customer Experience What is the #CX End Game?

Customer Experience 117

Customer Experience ROI Return on Investment Customer Experience Professionals 117

CX Journey

MARCH 16, 2017

As a follow-on to my post earlier this week about companies having no budget for customer experience improvements, I thought I'd compile a few ideas on how to move beyond the "no budget" excuse and make improvements that cost little to nothing. Not a good feeling when you're a customer experience professional.

Exercises 112

Exercises Culture Policies Employee Experience 112

Kustomer

NOVEMBER 9, 2023

With a rich background in customer experience (CX) and a career spanning over 12 years, Jess is a recognized CX consultant, passionate about helping businesses enhance their customer interactions. Her expertise extends to various industries, including e-commerce, retail, healthcare, financial services, and technology.

Innovation 52

Innovation Customer Experience Professionals e-support Industry 52