ijgolding

MARCH 20, 2018

Today I am absolutely delighted to share my interview with passionate Customer Experience Professional, Kathy van de Laar – enjoy… Ian. I still hear things like: ‘I treat my customers how I want to be treated’ instead of how they want to be treated. I started EarlyBridge in 2004.

Customer Journeys 152

Customer Journeys Culture Customer Centricity Contact Center 152

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. Customer Journey Mapping is another case in point.

Customer Journeys 100

Customer Journeys Chief Customer Officer NPS Consulting 100

InteractionMetrics

JUNE 19, 2023

The best way to think about CX vs. UX is that customer experience spans the ENTIRE customer journey. UX is a piece of that journey, the part devoted to product and website design. CX (short for customer experience) and UX (short for user experience) are sometimes used interchangeably.

Loyalty 52

Loyalty Net Promoter Score Touchpoint User Experience 52

ijgolding

FEBRUARY 23, 2016

Let me give you an example – have you ever interacted with an employee of an organisation who has said something along the lines of: I completely agree with you – I have no idea why we do things this way, but that is how things have always been done! To describe what I mean, allow me to share two examples with you.

Customer Experience 120

Customer Experience Customers Engagement Customer Experience Professionals 120