ijgolding
NOVEMBER 17, 2016
KS: My foray into the CX discipline came about in 2004 quite by chance when, after years of serving in customer-facing roles, I received an offer I couldn’t refuse—to manage the Voice of the Customer program of a US-based B2B organization. This post originally appeared on the CXPA Blog on November 10, 2016.
Horizon CX
JULY 15, 2019
The inherent flexibility of online learning can often drag the learning experience much further out than originally intended. However, in 2011, I discovered the Customer Experience Professionals Association (CXPA) to which I joined up and volunteered for everything imaginable. That didn’t exist back then.
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ijgolding
MARCH 20, 2018
Today I am absolutely delighted to share my interview with passionate Customer Experience Professional, Kathy van de Laar – enjoy… Ian. It’s shocking to me still sometimes how far removed we are from being able to look through the eyes of our customers. I started EarlyBridge in 2004.
ShepHyken
FEBRUARY 19, 2019
About : Martha Brooke founded Interaction Metrics in 2004 with the mission of dramatically improving the customer experience. She is a Certified Customer Experience Professional (CCXP) and holds a Blackbelt in Six Sigma. Open-ended questions are where the gold lies.” – Martha Brooke.
InteractionMetrics
JUNE 19, 2023
Before this, products were primarily designed based on whatever the engineering team wanted to build, not what the customer wanted, needed, or was able to use functionally. Founded in 2004, Stanford University’s Hasso Plattner Institute of Design broke down Design Thinking into five distinct phases: Empathize : Understand your customer.
Horizon CX
DECEMBER 31, 2018
Year-end has always been a time for personal reflection for me and as 2018 ends in just a few hours, I am inspired to share the following thoughts around Customer Experience both in reflection of the year just about to end and the one just about to begin. With that in mind, I offer the following observations and insights.
CX Ahead
FEBRUARY 27, 2018
One that drives revenue through a focus on customer value, enriching relationships and reducing price sensitivity and churn rates. Jeanne Bliss , a CX thought leader, puts forward three fundamental truths on CX strategy: Customers are assets, not costs Customer experience professionals need to earn the right to do the work (i.e.
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