Experience Matters

DECEMBER 18, 2014

I wrote this POST for the Customer Experience Professionals Association (CXPA) blog , but decided to also post it here because it’s an important message for all CX Professionals… As 2014 comes to an end, it’s a great time to reflect on where the CXPA is at in its evolution. Customer experience'

Customer Experience Professionals 265

Customer Experience Professionals Tools Groups Customer Experience 265

CX Journey

MAY 4, 2017

Back in 2011, I started blogging at CX Journey when I was between gigs. And lots of amazing customer experience professionals. (I I'll be expanding on the work that I've been doing and will be focused on helping clients ground and frame their customer experience strategies in/through customer understanding.

Customer Journeys 171

Customer Journeys Travel Customer Experience Professionals Strategy 171

Horizon CX

SEPTEMBER 30, 2013

I’m reflecting and writing this latest blog on the eve of the very first Customer Experience Day (CX Day) declared so by the Customer Experience Professionals Association (CXPA) as the first Tuesday in October from this point forward. Product and technology are often short-lived.

Strategy 138

Strategy CEM Customer Experience Banking 138

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. this impact the customer and his experience?

Customer Experience 80

Customer Experience Customer Experience Professionals ROI Metrics 80

Alida

JUNE 16, 2016

If you work in customer experience (CX), you probably already know Jeanne Bliss. A thought leader in CX even before this practice became mainstream , Bliss is an author and a rexpected expert on customer-centric leadership. Here are our top seven reasons: She pioneered the emergence of the chief customer officer role.

Chief Customer Officer 100

Chief Customer Officer Customer Centricity Customer Experience Professionals Leadership 100

ijgolding

NOVEMBER 29, 2016

So what on earth has this got to do with the subject of Customer Experience?! If you have not yet guessed, the Hokey Cokey has actually become the perfect analogy for the way organisations around the world are attempting to put Customer Experience at the forefront of their strategic thinking.

Customer Experience 120

Customer Experience Company Customer Centricity Strategy 120

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 Present.

e-support 103

e-support Customer Centricity Customer Journeys Technology 103

Experience Matters

MAY 6, 2015

My tenure as Chair of the Customer Experience Professionals Association (CXPA.org) is over, but my passion for the association has never been stronger. Lawyers have the Bar Association, doctors have the Medical Association, so why shouldn’t the growing number of CX professionals have their own association?

Customer Experience Professionals 120

Customer Experience Professionals Government Customer Experience Connections 120

Confirmit

SEPTEMBER 18, 2019

You’re probably aware of CX Day by now, but if you’re not, it is the brainchild of the Customer Experience Professionals Association ( CXPA ), a global non-profit organization specializing in the advancement and cultivation of the customer experience profession. A win/win for all concerned.

Customer Experience Professionals 40

Customer Experience Professionals Insurance Leadership Innovation 40

Horizon CX

JULY 15, 2019

Someone asked me the other day whether I had ever taken an online training class and what was my impression and experience of having done so. That’s a huge learning experience alone. Now let’s take this to the current state of learning around the Customer Experience discipline. That didn’t exist back then.

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Course Training Entertainment Exercises 113

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Bill Quiseng

MARCH 7, 2016

In 2011, An American Express survey found that Americans tell an average of 9 people about good experiences and 16 people about poor experiences. We have all seen the word “viral” tagged to a personal story about bad customer service more often than a good one. According to J.D.

Social Media 60

Social Media Brands Customer Service B2C 60

ijgolding

SEPTEMBER 29, 2015

However, for one group of Professionals in the UK, September now offers a completely different and more exciting prospect. September is the month where Customer Experience in the UK is celebrated – and celebrated in style. The 2015 UK Customer Experience Awards was a HUGE event.

Customer Experience 120

Customer Experience Customer Experience Professionals Customer Journeys Customer Centricity 120

ijgolding

SEPTEMBER 30, 2014

If you follow me on Twitter, it would not have escaped your notice that last week played host to the 2014 UK Customer Experience Awards. The UK Customer Experience Awards is for any organisation wishing to share the amazing things they have done in the last twelve months to genuinely put customers at the heart of everything they do.

Customer Experience 255

Customer Experience Groups Transportation Financial 255

customer sure

AUGUST 22, 2023

There’s two main reasons: You need your survey to be optimised for smartphone-sized screens You use 1-5 elsewhere in your business, and you want to keep things simple for your customers by asking NPS on the same scale. You simply can’t improve overall customer experience if your voice of the customer experience is awful.

NPS 48

NPS How To Net Promoter Score Survey 48

Qualtrics

FEBRUARY 20, 2019

From his influential thought leadership at Forrester, to founding the Customer Experience Professionals Association (CXPA) in 2011, it’s little wonder he’s known as the ‘Godfather of CX’. While this may not sound like CX, it was an important foundation for all of my eventual work in experience management.

Groups 30

Groups B2B CRM Culture 30

Qualtrics

NOVEMBER 21, 2019

Want to be inspired by the future of experience management (XM)? Brad Olson, Peloton // SVP of Member Experience. Samantha believes that collaboration is critical to great leadership and even more pivotal to great EX ( employee experience ). Luis Angel-Lalanne, American Express // VP, Customer Listening.

Omni-Channel 22

Omni-Channel Retail Entertainment Leadership 22