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.

Customer Experience Professionals 120

Customer Experience Professionals Customer Experience Customer Centricity Customers 120

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.

Course 113

Course Training Entertainment Exercises 113

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. Case in point—How many more articles are necessary to explain NPS?

Customer Journeys 100

Customer Journeys Chief Customer Officer NPS Consulting 100

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.

Loyalty 52

Loyalty Net Promoter Score Touchpoint User Experience 52