2014, Customer Centricity, Customer Experience Professionals and Strategy

Customer Experience Professionals: Why We Do What We Do

ijgolding

NOVEMBER 17, 2016

BM: Generally, the customer engagements I’m proudest of are those where the value of becoming more customer-centric has been amply demonstrated and I’ve “converted” sceptics within the company. KS: Becoming the CX professional I am today didn’t just happen overnight. What are among your most proud CX accomplishments?

Customer Experience Professionals

Customer Experience Professionals Customer Experience Customer Centricity Customers

‘Sweeping the steps of Customer Experience in 2014? – out with the old and in with the new for 2015

ijgolding

DECEMBER 30, 2014

As we approach the last 24 hours before the end of 2014, I feel it is time to reflect on the last twelve months in the world of Customer Experience. Twelve months is not a particularly long time in the context of a lifetime of experiences, yet it is remarkable what progress can be made in 365 days. JD Williams.

Customer Experience

Customer Experience Customer Experience Professionals Training Customer Journeys

CX University’s (CXU) Program is Congruent with CXPA’s new Definition of Domains of Knowledge, Skills, Abilities

CX University

OCTOBER 12, 2021

PHILADELPHIA, PA – October 12, 2021 – The Customer Experience Professionals Association (CXPA) updated their professional certification exam (CCXP) on October 5, 2021 and CX University’s (CXU) online courses are congruent with the new exam content domains.

ROI

ROI Course Analysis Customer Experience Professionals

Webinars

How To Craft Your Perfect Retail Tech Stack

How to Optimize Call Monitoring: Automate QA and Elevate Customer Experience

MORE WEBINARS

Top 10 Customer Experience Podcasts You Should Listen To

Kustomer

AUGUST 26, 2022

Podcasts are no longer just a nice addition to your content and marketing strategy — they’re a necessity. Not only should businesses be considering podcasts as part of their own marketing strategies, but they should also be utilizing the wealth of insights in podcasts to evaluate and improve their own customer experiences.

Customer Experience

Customer Experience Chief Customer Officer Competitive Advantage Hospitality

Customer Experience – Fact or Fiction?

ijgolding

JANUARY 15, 2016

Whilst organisations have always delivered experiences, it is only now that most are starting to recognise the importance of them. However…there is usually one of those…there are still A LOT of people who DO NOT recognise Customer Experience – either as something of significant importance to business strategy OR as a profession at all.

Customer Experience

Customer Experience Customer Experience Professionals Customer Centricity Government

Customer Experience 2017 Reality Check – Evolution or Revolution?

ijgolding

OCTOBER 2, 2017

This post is part of the Customer Experience Professionals Association’s Blog Carnival celebrating customer experience. It’s part of a broader celebration of Customer Experience Day 2017. Check out posts from other bloggers at the blog carnival. And learn more about CX Day at: [link].

Customer Experience

Customer Experience Customer Experience Professionals Customers Customer Centricity

Top 20 Customer Service Experts to Follow on Twitter Right Now

Comm100

MARCH 8, 2017

Follow Martins on Twitter to see why he was named one of The Huffington Post’s Top 100 Customer Service Management Experts. Jeanne Bliss is the Founder and President of CustomerBliss , and the Co-Founder of The Customer Experience Professionals Association. Jeanne Bliss. JeanneBliss. RachardRShapiro. Annette Franz.

Customer Service

Customer Service Chief Customer Officer Customer Centricity Consulting

A new era of experience branding: The KPMG Nunwood Customer Experience Excellence Centre 2015 UK Analysis

ijgolding

SEPTEMBER 24, 2015

For the last six years, Nunwood (now a part of the KPMG family) have been assessing how customer centric well known brands are across three continents. Last year, Nunwood’s UK analysis concluded that ‘Customer Excellence is here: it’s just not evenly distributed yet’. The 2015 results appear to go a step further.

Analysis

Analysis Omni-Channel Customer Experience Brands

A Perspective and a Prospective on CX

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

Customer Journeys Chief Customer Officer NPS Consulting

Next Generation Customer Journey Mapping – Actionable, Results-Driving Tools: Bruce Temkin to Join Strativity Webcast

Strativity

AUGUST 5, 2014

Strativity Group is pleased to announce our September 16, 2014 webcast, Next Generation Customer Journey Mapping, featuring Bruce Temkin, a world authority on customer experience, with Lior Arussy, president of Strativity Group. His blog, Customer Experience Matters, is one of the most popular blogs in the space.

Customer Journeys

Customer Journeys Tools Case Study Customer Centricity

Belief, Growth and Sustainability – my perspective on the 2014 UK Customer Experience Awards

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 2014 awards did not disappoint. I wondered what my key learning’s for 2014 would be. It is three-quarters of a mile long!!)

Customer Experience

Customer Experience Groups Transportation Financial

Top 50 Customer Service Leaders – Best Customer Experience Influencers

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience

Customer Experience Customer Service Social Media Consulting

Top 150 Global Customer Experience Thought Leaders and Influencers of 2020

SurveySensum

JULY 14, 2020

Adam Toporek is an internationally-recognized Customer Experience Expert, Keynote Speaker, and Customer Service Trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. LinkedIn: [link]. Website : [link]. LinkedIn : [link].

Customer Experience

Customer Experience Consulting Multi-Channel Leadership

Top 50 Customer Service Leaders – Best Customer Experience Influencers

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience

Customer Experience Customer Service Social Media Consulting

The Executive’s Playbook: 3 Affordable Ways to Improve Your Company’s Customer Experience

Michel Falcon Experience

SEPTEMBER 24, 2015

Do you want to know the number one question I’m hearing today from executives, professionals just like you, that want to improve their company’s customer experience? Customer experience is a growth strategy. If they are truly customer-focused then why is their call centre understaffed?

Customer Experience

Customer Experience eBook Social Media Training

From Call Center to Consultant: 6 Steps I Followed to Build My Customer Experience Career

Michel Falcon Experience

FEBRUARY 19, 2016

It’s this same strategy that has allowed me to travel the world, work with great companies, start an online course , invest in a couple startups and keynote speak at events with 100’s of people in the audience. If this strategy worked for me, surely it will work for you too! Here is a link to his suggested strategy.

Call Center

Call Center Consulting Customer Experience Net Promoter Score

CX Lessons from 2016: 31 Customer Experience Pros Share Their Plans for 2017

Bold360

NOVEMBER 21, 2016

To gain some insight into the key lessons emerging from 2016 and what’s ahead for 2017, we asked a panel of 31 customer-focused marketers and CX pros to answer this question: “When it comes to customer experience: now that we’re nearing the end of 2016, what have you learned and what will you do differently in preparing for 2017?”

Customer Experience

Customer Experience Omni-Channel Social Media Self Service

Customer Experience Update

Customer Experience Professionals: Why We Do What We Do

‘Sweeping the steps of Customer Experience in 2014? – out with the old and in with the new for 2015

Webinars

Trending Sources

CX University’s (CXU) Program is Congruent with CXPA’s new Definition of Domains of Knowledge, Skills, Abilities

Webinars

Top 10 Customer Experience Podcasts You Should Listen To

Customer Experience – Fact or Fiction?

Customer Experience 2017 Reality Check – Evolution or Revolution?

Top 20 Customer Service Experts to Follow on Twitter Right Now

A new era of experience branding: The KPMG Nunwood Customer Experience Excellence Centre 2015 UK Analysis

A Perspective and a Prospective on CX

Next Generation Customer Journey Mapping – Actionable, Results-Driving Tools: Bruce Temkin to Join Strativity Webcast

Belief, Growth and Sustainability – my perspective on the 2014 UK Customer Experience Awards

Top 50 Customer Service Leaders – Best Customer Experience Influencers

Top 150 Global Customer Experience Thought Leaders and Influencers of 2020

Top 50 Customer Service Leaders – Best Customer Experience Influencers

The Executive’s Playbook: 3 Affordable Ways to Improve Your Company’s Customer Experience

From Call Center to Consultant: 6 Steps I Followed to Build My Customer Experience Career

CX Lessons from 2016: 31 Customer Experience Pros Share Their Plans for 2017

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