Horizon CX

JULY 15, 2019

For example, in a past work life, all employees had to complete ethics training on an annual basis. The inherent flexibility of online learning can often drag the learning experience much further out than originally intended. There’s also the issue of self-discipline when it comes to online learning. That didn’t exist back then.

Course 113

Course Training Entertainment Exercises 113

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.

Customer Journeys 152

Customer Journeys Culture Customer Centricity Contact Center 152

InteractionMetrics

JUNE 19, 2023

Companies with an appointed CX director aim to improve customer relationships at all touchpoints, not just the products and websites. For an example of a “difficult to use” product, see my recent yogurt ordeal!) As customers, we have all felt the difference when a company makes UX a priority. Walk in their shoes.

Loyalty 52

Loyalty Net Promoter Score Touchpoint User Experience 52

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.

Customer Journeys 100

Customer Journeys Chief Customer Officer NPS Consulting 100

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.

Omni-Channel 52

Omni-Channel Company Entertainment Customer Centricity 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

Talkdesk

MAY 23, 2019

Shell went through some changes in 2004 and I left and decided I was going to try and do something a bit more independent. Adrian, you mentioned your Forbes column and a couple of your books and I have to say, How to Wow, I loved, for me as a customer experience professional.

Customer Experience 8

Customer Experience Groups Customer Experience Professionals Training 8