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. And finally, in Phase 5 (Innovation) , we see some real progress!

Data 119

Data Customer Experience Professionals Metrics Analytics 119

Alida

AUGUST 30, 2017

The Customer Intelligence Summit is a must-attend conference for marketing, CX, product innovation and market research pros. One must-see keynote comes from Rick Parrish, a principal Forrester analyst serving customer experience professionals. Hear about the incredible new innovations you can leverage soon.

ROI 100

ROI Innovation Effort Score Customer relationships 100

CX Journey

OCTOBER 4, 2016

In early August, I shared my post titled Customer Experience Fuels Innovation on Twitter, and Peter chimed in to say, " It sure does !" Customer Service Week/CXDay We started our conversation talking about Customer Service Week and Customer Experience Day. Hold that thought for a minute.

Banking 187

Banking Culture Innovation Employee Experience 187

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

Kustomer

NOVEMBER 9, 2023

But this journey isn’t just about technology; it’s about embracing a new mindset—a mindset that prioritizes customer-centricity, customer data, personalization, innovation, and adaptability. These thought leaders and experts are at the forefront of innovation in the fields of AI and customer experience.

Innovation 52

Innovation Customer Experience Professionals e-support Industry 52

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

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

ReviewTrackers

MAY 8, 2017

20:20 Customer Experience Summit by Marketforce gathers 250+ senior CX professionals from across a huge variety of industries, including retail, transport, financial services, media, telecoms, utilities, and more. Where: London, UK. CXPA Insight Exchange. When: May 16 to 17, 2017. Where: Phoenix, AZ. Forrester CXNYC.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

CX Journey

SEPTEMBER 27, 2016

This reminds me of that post I wrote back in July about customer experience fueling innovation. Actually, I think one or two of them got hit over the head, never mind weak signals, but thought they knew better.) In today's fast-paced, technology-driven world, weak signals become strong signals fairly quickly.

Social Media 80

Social Media Innovation Government Customer Experience Professionals 80

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

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. Transforming the customer experience takes baby steps.

Customer Experience 80

Customer Experience Customer Experience Professionals ROI Metrics 80

Customer Bliss

JULY 4, 2017

Mark Slatin is the Director of Client Experience for Sandy Spring Bank. They won CX Innovation Awards in both 2015 and 2016, so he seemed like a great person to bring on and discuss what he’s doing with his team — and how/why. This helped them win the 2016 CX Innovation award. (I Episode Overview. About Mark.

Banking 143

Banking Leadership Net Promoter Score Customer Journeys 143

Oracle

MARCH 7, 2019

I often remind people the acronym “CX” was little-known until Bruce Temkin and Jeanne Bliss co-founded the Customer Experience Professionals Association in 2011. “Customer experience” across the organization wasn’t a clear business initiative or concern. CX: The Past.

e-support 103

e-support Customer Centricity Customer Journeys Technology 103

Beyond Philosophy

FEBRUARY 10, 2020

Innovation to imitation is down to weeks. In other words, if you improve your Customer Experience, you will enhance your customer-driven growth. . You might have heard me mention how Forrester, a global research company, predicts that one in four Customer Experience professionals will lose their job this year.

Meeting 172

Meeting Hospitality Return on Investment Telecommunications 172

Comm100

MARCH 8, 2017

Follow Martins on Twitter to see why he was named one of The Huffington Post’s Top 100 Customer Service Management Experts. Jeanne Bliss is the Founder and President of CustomerBliss , and the Co-Founder of The Customer Experience Professionals Association. Jeanne Bliss. JeanneBliss. Jeannie Walters. Arie Goldshlager.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

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

Think Customers

MARCH 21, 2023

The power of connectivity was on brilliant display this month in Salt Lake City, where approximately 10,000 customer experience professionals gathered to soak up inspiration and new ideas to deploy upon returning home. Five years in the works, free in-flight wi-fi is now available on 80% of Delta’s U.S.

Report 52

Report Airlines Healthcare Transportation 52

ClearAction

OCTOBER 2, 2017

Customer Experience Professionals’ Essential Toolkit optimizecx. Customer experience tools are just as important to success as a carpenter’s tools are. Likewise, customer experience professionals need to master basic customer experience tools to get the job done.

Customer Experience Professionals 78

Customer Experience Professionals Customer Experience Customer Journeys Analysis 78

PeopleMetrics

JUNE 16, 2015

DISCLAIMER: The CX Feud is a game in which 150 customer experience professionals took our assessment about the presence, or absence, of customer centricity practices in their organizations. And only two-thirds are tracking CX as a metric on the company scorecard, alongside financial and operational KPIs.

Customer Centricity 48

Customer Centricity Leadership Data Net Promoter Score 48

Oracle

JUNE 3, 2020

In the spirit of graduation season, we asked CX professionals for their best tips and advice for those seeking a career in CX. According to The Future of Jobs report by the World Economic Forum , analytical thinking and innovation are two of the main skills that will be in demand by 2022. Interested in learning more?

Tips 40

Tips Course Analytics Customer Experience Professionals 40

Lumoa

OCTOBER 31, 2018

Much of the improvement has been driven by advancements in product innovation and digital technology. HOWEVER, I also argue that despite that, too many consumers continue to endure ‘random’ or ‘unexpected’ experiences as a result of the inconsistent delivery of the end-to-end customer journey. Blockchain, GDPR) and coordination.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Strativity

AUGUST 5, 2014

Bruce is also the Chair and co-founder of the Customer Experience Professionals Association, a global non-profit organization. His blog, Customer Experience Matters, is one of the most popular blogs in the space. His work has impacted 220 million customers and 375,000 employees in 21 countries.

Customer Journeys 40

Customer Journeys Tools Case Study Customer Centricity 40

ClearAction

FEBRUARY 14, 2015

If every company has no intention of loving their suppliers, then what's the point of B2B companies trying to be loved their customers? Customer-centric culture means your entire company conducts their work with your customers' well-being in mind. Financial goals they're seeking come third.

Customer Experience 48

Customer Experience Customer Centricity Customer Experience Management Financial 48

InMoment XI

MAY 18, 2022

What Is Friction in the Customer Journey? But if you’re a customer experience professional, “friction” is probably a term you’ve heard whenever your teammates talk about reducing customer churn. Touchpoint Impact Mapping is a innovative way of understanding the moments that matter to customers.

Customer Journeys 529

Customer Journeys How To Touchpoint Infographics 529

Steve DiGioia

DECEMBER 5, 2016

New York Times #1 Bestselling Author, Certified Customer Experience Professional, Strategic Consultant, Certified Professional Speaker, TEDx Presenter. As companies get bigger there are more stakeholders and leaders making decisions on behalf of customers and get farther removed from customer interaction.

Industry 100

Industry Culture Metrics Customer Centricity 100

Storyminers

JULY 6, 2020

He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. In addition to his customer experience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation. Adrian Swinscoe. Annette Franz. Barry Dalton. Bob Thompson.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. In addition to his customer experience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation. Adrian Swinscoe. Annette Franz. Barry Dalton. Bob Thompson.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SurveySensum

JULY 14, 2020

As a VP Analyst for Customer Experience at Gartner, Augie Ray has been helping Fortune 500 firms to understand CX, how to succeed, how to gauge results, and how to make CX matter to the stakeholders. A leader in customer experience, he has spent years in leading successful CX, Voice of the Customer (VoC), and marketing teams.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Oracle

MARCH 28, 2018

It’s becoming a massive tech movement and countless companies are not only getting on board, but also finding new, innovative ways to use blockchain technology. The post Blockchain Technology 101 for Customer Experience Professionals appeared first on SmarterCX. But where did it come from? Where can it go?

Customer Experience Professionals 49

Customer Experience Professionals Technology Customer Experience Banking 49

SmartKarrot

FEBRUARY 15, 2022

Owing to his years of experience in the field, Traynor shares valuable insights and tips to improve sales & marketing, and products. Evan Shumeyko is the director of Client Experience Strategy, BNY Mellon. He is a growth strategist working for the financial, healthcare, and insurance industries. Evan Shumeyko. Jeanne Bliss.

Customer Service 10

Customer Service Social Media Customer Centricity Tips 10

ECXO

DECEMBER 26, 2023

The Digital Seeker: A Guide for Digital Teams to Build Winning Experiences by Raj K. The method you’re about to discover has radically transformed the life of employees, customers, and yes, shareholders too, for the better, with benefits far beyond the financial. So, it’s a great privilege to share what I know with you.

Case Study 52

Case Study Customer Centricity Social Media Competitive Advantage 52

CSM Magazine

NOVEMBER 3, 2022

Conversational AI can deliver an exceptional customer experience while enabling companies to more efficiently deploy their human and financial capital.”. While most customer experience leaders continue to rely on traditional technologies like email and voice, SMS and Web chat are gaining traction.

Virtual Agent 52

Virtual Agent Telecommunications Contact Center Customer Experience 52

SmartKarrot

MARCH 8, 2022

Donna has successfully helped many companies scale their Customer-Success growth and reap the benefits of the if the customer wins, the company wins phenomenon. A leader who believes in ‘paving a path forward no matter the odds,’ Elli Wu is a Customer Experience professional, board advisor, engagement expert, speaker, and author.

Customer Success 21

Customer Success Customer Journeys Chief Customer Officer Customer Centricity 21

ijgolding

SEPTEMBER 30, 2014

I use the ‘excitement’ word genuinely – every year I continue to be astounded and inspired by the passion, enthusiasm, innovation and incredible acts of influence that organisations of all shapes and sizes share with the panels of judges. The 2014 awards did not disappoint.

Customer Experience 255

Customer Experience Groups Transportation Financial 255

Alida

JANUARY 7, 2019

For customer experience professionals – those activating the insights customers offer – the winners will be those who earn the right to work inside the system of record’s firewall, engaging the right customers to share data and opinions that can build upon what’s already known by the enterprise.

Customer Experience 212

Customer Experience Customer Centricity Competitive Advantage Innovation 212

Bold360

NOVEMBER 21, 2016

To gain some insight into the key lessons emerging from 2016 and what’s ahead for 2017, we asked a panel of 31 customer-focused marketers and CX pros to answer this question: “When it comes to customer experience: now that we’re nearing the end of 2016, what have you learned and what will you do differently in preparing for 2017?”

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40