Tricia Morris

DECEMBER 18, 2015

This year’s lineup of contributors includes: • Bill Patterson: Microsoft General Manager of Service Engagement. Jeanne Bliss: Chief Customer Officer Author and CXPA Co-founder. Sumair Dutta: The Service Council Chief Customer Officer and Former Aberdeen Customer Experience Analyst.

Trends 40

Trends Chief Customer Officer Customer Service eBook 40

Kerry Bodine

JUNE 20, 2015

I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals. Design Management Institute’s Design Leadership Conference.

Conference 120

Conference CEM Customer Experience Professionals Contact Center 120

ijgolding

APRIL 5, 2016

The very first question they asked me was “How did you become so passionate about customer experience management?” There is no better way to bring to life what I am describing than the experience I had the pleasure of enjoying last week. ” It is a question that I do not recall ever being asked before.

Customer Experience 120

Customer Experience Customer Experience Professionals Hotels Customers 120

ijgolding

FEBRUARY 20, 2017

If an organisation is to invest any time, resource and investment into the way it manages its interests, then it is quite right to have an understanding of the return on investment into all approaches taken. Only today, UK house builder, Bovis Homes saw their shares plunge as customer service failings dragged down their profits in 2016.

Customer Experience 208

Customer Experience Poor Customer Service Financial Return on Investment 208

CSM Magazine

DECEMBER 14, 2015

Temkin Group, a leading customer experience firm, has published its annual list of customer experience trends. As a part of these publications, Temkin is calling 2016 “The Year of Emotion.” ” Here are the 10 customer experience trends to watch in 2016: 1.

Trends 40

Trends Customer Journeys Customer Experience Contact Center 40

Tricia Morris

JANUARY 11, 2016

We’ve all heard the saying “customer service is the new marketing,” but with 89% of companies expected to compete mostly on the basis of customer experience in 2016 (compared to just 36% in 2010)*, it’s not just marketing where customer service makes an impact. Beyond Knowledge: Insights.

Trends 40

Trends Customer Service Chief Customer Officer CRM 40

Kerry Bodine

JANUARY 4, 2017

I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals. Professional Associations. DMI Design Management Conference.

CEM 120

CEM Conference Chief Customer Officer Customer Experience Professionals 120

Natalie Petouhof

JANUARY 19, 2016

Tweet I’m here with my colleagues, Holger Mueller @holgermu and Doug Henschen @ DHenschen , covering the #OracleCloud Summit 2016 in NYC at the Waldorf Astoria @ WaldorfNYC. BTW the Waldorf Astoria has great customer service!!!). No customers, no business. It’s really that simple.

Trends 40

Trends Software B2B B2C 40

COPC

JANUARY 28, 2016

It talks about the “ non-trends” for 2016–that is things that don’t change in providing a great customer experience. Non-trend 3: Customer Experience Professionals Often Have a Tough Job. Non-trend 4: Great CX Drives Customer and Employee Passion, Which Creates Better CX.

Trends 40

Trends Customer Experience Management Contact Center 40

Customer Bliss

JULY 4, 2017

Mark Slatin is the Director of Client Experience for Sandy Spring Bank. They won CX Innovation Awards in both 2015 and 2016, so he seemed like a great person to bring on and discuss what he’s doing with his team — and how/why. This helped them win the 2016 CX Innovation award. (I Episode Overview. About Mark.

Banking 143

Banking Leadership Net Promoter Score Customer Journeys 143

ijgolding

JANUARY 24, 2017

Even though I have never quite managed to turn my visits into vacations, I have always found the people I have met and the places I have seen, to be immensely welcoming, accommodating and interesting. Thus, the term ‘customer service’ is not new.

Customer Experience 120

Customer Experience Transportation Banking Customer Journeys 120

Vonage

SEPTEMBER 5, 2016

The whitepaper “Why Silos Damage Customer Experience” , from Amy Scott, Director of Sedulous Consulting, looks at the impact silo mentality is having on customer experience. Managers need to incentivize this by rewarding collaboration between teams. Let’s hope nuisance calls are making their long goodbye.

Customer Experience 120

Customer Experience Infographics Customer Experience Professionals Poor Customer Service 120

Bold360

NOVEMBER 21, 2016

In 2016, the customer experience became the focal point of marketing, acquisition, onboarding, UX design, and many other core business functions. ” Read on to learn how today’s customer experience professionals are planning to position their companies for CX success as we move into 2017.

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. Her areas of expertise include market research, program management, marketing, instructional design, and training.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Quadient

SEPTEMBER 16, 2022

This one: Customer Journey Mapping: A brand's GPS to loyalty and advocacy was written back in 2016 by Laurent Ghio, Quadient’s first Certified Customer Experience Professional. He earned his EDP and M-EDP certification from Xplor and his MBA in 2007 from the Lake Forest Graduate School of Management.

Customer Journeys 52

Customer Journeys Social Media Roadmap Software 52

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. Her areas of expertise include market research, program management, marketing, instructional design, and training.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Alida

AUGUST 8, 2016

Get your copy of the e-book and catch Ray Poynter’s presentations at the 2016 Customer Intelligence Summit to learn more. In my upcoming presentations at the 2016 Customer Intelligence Summit in Chicago and London , I’ll be sharing actionable tactics on how to thrive as a modern market researcher.

Marketing 100

Marketing Customer Centricity Innovation Social Media 100

Alida

AUGUST 19, 2016

Why people like the things they do has baffled marketers, product managers and customer experience professionals for ages. If you know what makes people tick, you’re one step closer to delivering products, services and experiences that customers will love.

Government 100

Government Consumers Customer Experience Professionals Innovation 100

Comm100

MARCH 8, 2017

By connecting on Twitter with the experts listed below, you will ensure that you’re getting your daily dose of tools, tips, and advice on customer service from the experts who have been there, done that, and have plenty to say on the matter. She is an expert on customer-centric leadership, and an active tweeter. Roy Atkinson.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

SurveySensum

JULY 14, 2020

Brenda Lynn Dichoso – Head of Customer Experience Performance Management at PT Smartfren Telecom. Brenda Lynn Dichoso is a customer experience executive with direct vertical market experience in designing, implementing, and managing complex customer care operations in a telecom set-up.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

CX Journey

MAY 3, 2016

This is a modified version of that post, which appeared on their blog on March 30, 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.

Customer Experience 80

Customer Experience Customer Experience Professionals ROI Metrics 80

Natalie Petouhof

SEPTEMBER 22, 2016

But if they are doing all that, why do customer still report, in large part, that their experience of most brands is not up to snuff? What I discovered is that there are two groups of people that think about customer / digital experience, but in very different ways. So how could that be? DrNatalie Petouhoff.

Omni-Channel 40

Omni-Channel Customer Experience Customer Experience Professionals Social Media 40

ijgolding

NOVEMBER 29, 2016

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. Over the last twenty years, Customer Experience as a strategic way of working has steadily increased in prominence.

Customer Experience 120

Customer Experience Company Customer Centricity Strategy 120

COPC

MARCH 28, 2017

The 2016 Corporate Edition of the Customer Experience Management Benchmark (CXMB) Series was recently released at the Execs In The Know Customer Response Summit held in Las Vegas in February. The 86-page report developed by COPC Inc.

Survey 40

Survey Customer Experience Social Media Measurement 40

Michel Falcon Experience

FEBRUARY 19, 2016

If you’re reading this, you most likely have a career in customer experience. Or perhaps the headline caught your eye because you manage a customer experience or customer support department and want to elevate your team. The Worldwide Customer Experience Career Opportunity.

Call Center 60

Call Center Consulting Customer Experience Net Promoter Score 60

SurveySparrow

OCTOBER 25, 2019

A survey conducted for 100 customer experience professionals by Forrester, 58% of respondents said their organization drive customer experience innovation by watching what their competitors are doing. Customer Experience Strategy #25 Benefit from the right technology and tools.

Omni-Channel 77

Omni-Channel Strategy Customer Experience Customer Journeys 77

Qualtrics

NOVEMBER 21, 2019

Want to be inspired by the future of experience management (XM)? Brad Olson, Peloton // SVP of Member Experience. We nurture great leaders at all levels of the company, not just those in official ‘people manager’ roles. Before joining SAP, Judith was the Diversity Programs Manager at Google. Hulu is huge.

Omni-Channel 22

Omni-Channel Retail Entertainment Leadership 22