ijgolding

FEBRUARY 20, 2017

Last night, I received an email from a good friend of mine asking for my input into a question they had been asked by the senior leadership team of their organisation. The question was as follows: What value has our business experienced as a result of all the Customer Experience (CX) work that has been done?

Customer Experience 208

Customer Experience Poor Customer Service Financial Return on Investment 208

Customer Bliss

JULY 11, 2017

Catherine Courage is currently the VP of Ads and Commerce User Experience at Google, where she’s been since October 2016. This is his third time around in a tech customer experience role, previously having held similar jobs at DocuSign and Citrix. Some include: Customer satisfaction. Customer retention.

Leadership 0

Leadership Customer Experience Report Innovation 0

ijgolding

MAY 6, 2020

This is a post about customer experience (CX) transformation – about the incredible work being done by a bank in Eastern Europe in their quest to become sustainably customer centric. I first met Laura Tengerdi and Andrea (Andi) Hanyecz in 2016. customer insight. customer journey management. governance.

Banking 233

Banking Customer Experience Customer Centricity Strategy 233

Experience Matters

DECEMBER 16, 2016

If you’ve followed our research, then you know that organizations build and sustain customer-centric cultures by mastering the Four CX Core Competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness.

Customer Connectedness 217

Customer Connectedness Customer Experience Customer Centricity Employee Engagement 217

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. He was a great student of customer experience and formed/understood what the work needed to be.

Banking 143

Banking Leadership Net Promoter Score Customer Journeys 143

Customer Bliss

JANUARY 11, 2018

As we start off 2018 with the focus of continuously improving customer experience work, talking about the role of the Chief Customer Officer (CCO) is a great place to start. In order for your customer experience process to be sustainable and drive long-term transformation, it needs to be based on a company-unifying framework.

Chief Customer Officer 168

Chief Customer Officer Customer Experience Leadership Customer Journeys 168

Experience Matters

JANUARY 19, 2016

We just published a Temkin Group report, Lessons in CX Excellence, 2016. This report has rich insights about both B2B and B2C customer experience. The report provides insights from eight finalists in the Temkin Group’s 2015 CX Excellence Awards. Here’s the executive […].

Report 120

Report B2C B2B Groups 120

Customer Bliss

OCTOBER 10, 2017

In our conversation, Maury Kask walks us through his journey from pitching the Board of Directors to engaging people across the company to being named Chief Experience Officer. Maury has more than 30 years of experience across a wide range of business sectors including four years working in the United States and in Europe. About Maury.

Customer Experience 154

Customer Experience Banking Hospitality Leadership 154

ijgolding

JANUARY 4, 2017

When it comes to the world of Customer Experience, business people and Customer Experience Professionals all around the world will be thinking of and dreaming about, a more customer centric 2017. I discussed 5 key learnings of emotion, knowledge, commitment, governance and leadership.

Customer Experience 148

Customer Experience Customer Centricity Customers Government 148

Alida

MARCH 10, 2017

Failing customer experience initiatives are keeping business leaders up at night. According to an Accenture-commissioned study by Forrester Consulting, only seven percent of business leaders think that their company’s shopping experience exceeds customer expectations. Failure to listen to customers.

Customer Experience 196

Customer Experience Net Promoter Score Effort Score Chief Customer Officer 196

ijgolding

JANUARY 17, 2017

In my exclusive column for CustomerThink in October 2016, I shared my ‘top tips’ for creating the right culture to enable an organisation to become genuinely customer centric. In November 2016 I did so with tip number 1 – how to make Customer Experience a priority for the whole company – you can read it here.

Customer Experience 168

Customer Experience How To Customer Centricity Tips 168

Experience Matters

DECEMBER 16, 2016

If you’ve followed our research, then you know that organizations build and sustain customer-centric cultures by mastering the Four CX Core Competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness.

Customer Connectedness 120

Customer Connectedness Customer Experience Customer Centricity Employee Engagement 120

Customer Bliss

JUNE 28, 2018

Vishal Bhalla is the VP & Chief Experience Officer at Parkland Health & Hospital System. In today’s episode, Vishal and I discuss how he is managing the transformation of the culture and employee experience at Parkland in order to fundamentally improve the hospital’s customer experience.

Hospitality 107

Hospitality Employee Experience Customer Experience Healthcare 107

ijgolding

OCTOBER 3, 2016

As I continue to develop my Customer Experience Specialism around the globe, a number of questions are continually raised by the people I meet. How many customer segments should we have? Should we have a Chief Customer Officer. Customer journey maps of all shapes and sizes are adorning many a conference room wall.

Customer Centricity 263

Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

CX Journey

APRIL 5, 2017

It was published on their blog on June 7, 2016. Are you following the 10 Commandments of Customer Experiences? In May 2016, I spoke at CallidusCloud Connections (C3); if you've never been to this event, be sure to check it out this year! The topic of my session was The 7 Deadly Sins of Customer Experience.

Customer Experience 144

Customer Experience Policies Employee Experience Innovation 144

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. Emotion Arising.

Trends 40

Trends Customer Journeys Customer Experience Contact Center 40

CX Journey

APRIL 21, 2016

Image courtesy of Juju Insipired What customer experience challenges are you facing this year? Even though 2016 is already a third of the way over, I thought it would be interesting to share some findings about key customer experience challenges that have been identified for this year. Yea, I didn't think so.

Omni-Channel 80

Omni-Channel ROI Culture Trends 80

Customer Bliss

JANUARY 4, 2019

I’m revisiting a conversation I had with Alan Dubovsky , a well-respected colleague in the industry, who is the Chief Patient Experience Officer at Cedars-Sinai Hospital. Alan developed experience getting into the weeds of the work. How were patients and hospital staff affected by the hospital experience?

Hospitality 141

Hospitality Healthcare Customer Experience Chief Customer Officer 141

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 120

Customer Experience Customer Experience Professionals Customer Centricity Government 120

SuiteCX

DECEMBER 22, 2015

As we move into a new business year, promising to be the most CX-­?focused focused ever, we wanted to share some key predictions that we believe will come to pass.

Customer Experience 100

Customer Experience Customers Leadership 100

ijgolding

JANUARY 18, 2018

2018 is the first calendar year in my career as a global customer experience specialist that I have looked forward more in hope than expectation. My last article of 2017 explained why I have a number of concerns regarding the evolution of Customer Experience around the world.

Customer Experience 0

Customer Experience Government Customer Centricity Case Study 0

Michelli Experience

JANUARY 6, 2016

I’ve been critical of leaders who make declarations like “ THIS IS THE YEAR OF THE CUSTOMER.” My problem with those types of statements is that I believe every year should be the year of the customer. In support of my position, I offer the following: If you want to keep customers in 2016 …. Why else are we in business?

Customer Experience 100

Customer Experience Employee Engagement Competitive Advantage Customers 100

Michelli Experience

DECEMBER 30, 2015

Here are my 6 commitments for 2016, I will be asking you to share your targets at the end of this post: Show-up : Surely, you have run across people who perpetually make excuses or you’ve had interactions with those who seem to be in a constant state of “trying.” Does that mean (in the words of Charlie Sheen) you are “winning?”

Social Media 100

Social Media Government System Consumers 100

Beyond Philosophy

JANUARY 7, 2016

We have had a significant increase in the number of organizations contacting us for help with their Customer Experience program. In many cases the initial focus on Customer Experience and new customer measures, like Net Promoter, delivered some improvements but they have been short-lived. We Need New Thinking.

Employee Engagement 60

Employee Engagement Insurance Exercises Analytics 60

Beyond Philosophy

JANUARY 7, 2016

We have had a significant increase in the number of organizations contacting us for help with their Customer Experience program. In many cases the initial focus on Customer Experience and new customer measures, like Net Promoter, delivered some improvements but they have been short-lived. We Need New Thinking.

Employee Engagement 60

Employee Engagement Insurance Exercises Analytics 60

PeopleMetrics

AUGUST 7, 2019

For almost any initiative in business, the way to convince leadership to invest is to show them a return on investment (ROI). In turn, the best way to secure executive sponsorship in VoC is to demonstrate that improving the customer experience pays big returns. Either way, their job is to find a resolution and save the customer.

Leadership 70

Leadership ROI CEM How To 70

ijgolding

FEBRUARY 17, 2016

This year the focus of my exclusive column is evolving – from a generic view of the importance of doing the right thing, for customers and employees to a more specific focus on skills. Change; transformation; evolution; whatever term you prefer; it cannot happen without strong, committed and competent leadership. The BACK bone.

Customer Experience 120

Customer Experience Customer Centricity Leadership Customers 120

Maru/HUB

NOVEMBER 22, 2017

Customer loyalty and advocacy have experienced a shift in gear as of late for Uber in the UK alone. This latest news of a huge hack in the US that exposed personal data of over 57 million customers and drivers is set to see many turn their backs on the ride-service provider and further damage their faltering reputation.

Customer Experience 91

Customer Experience Fashion Culture Banking 91

John Paul

JULY 17, 2018

July 17 th , 2018 – Hong Kong – John Paul, the number one worldwide loyalty solutions service that was acquired by AccorHotels in 2016, is fast expanding in Asia Pacific (APAC). This executive hire will further recruitment in senior commercial leadership positions in key countries in the Region.

Omni-Channel 40

Omni-Channel Leadership Self Service Automotive 40

ijgolding

JANUARY 24, 2017

From the first time I arrived in Abu Dhabi in 2012, to the my most recent trip to Dubai last week, it has always been clear that the region has a strong desire to satisfy – and often wow – the customer. As a customer, there is so much to be impressed by – whether you be in the United Arab Emirates, Oman, Qatar or Saudi Arabia.

Customer Experience 120

Customer Experience Transportation Banking Customer Journeys 120

ijgolding

JANUARY 10, 2017

As I have been quoted as saying many times in the past, measurement is one of the most important competencies of all when it comes to the art of embedding a customer centric culture. Measuring business performance is just as important as measuring the perception of customers, employees, and operational capability.

Customer Experience 120

Customer Experience Financial Customer Centricity Measurement 120

Kerry Bodine

JANUARY 13, 2016

I’m often asked about customer experience conferences: What’s out there? 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.

CEM 120

CEM Conference Customer Experience Professionals Contact Center 120

Maz Iqbal

OCTOBER 20, 2017

You may have noticed that my speaking here at The Customer & Leadership Blog has been sparse since 2016. Before we continue, allow me … Continue reading "Is The Customer and/or Employee Experience Your Priority?". A mere eight conversations so far in 2017. Why the change?

Employee Experience 54

Employee Experience Customer Experience Leadership Customers 54

CX University

SEPTEMBER 11, 2018

In 2016, they lost 340 patent examiners, allowing them to boast a 96% retention rate. Town hall meetings are held on an organizational level and at a functional level, giving leadership a bird’s-eye view of engagement and morale. Preparing Your Employment Value Proposition for 2016.” How Can Mature Organizations Retain Talent?

Management 209

Management Employee Engagement Government Engagement 209

Customer Enthusiast

OCTOBER 26, 2018

As a result, typical companies produce a lot of capable – if uninspired – employees who adhere to protocol while processing customers, each one like the previous one, until the end of another routine and monotonous shift. Who are our customers?). Aspirational goal) Make customer experience our best product.

Customer Experience 90

Customer Experience Net Promoter Score Effort Score Culture 90

ijgolding

DECEMBER 14, 2016

Do your people ‘make’ your Customer Experience’? To see a brand leveraging the qualities of its people as a marketing tool is fascinating – it will be even more so to see if both customers and Monarch’s people themselves agree with the sentiment. Do your people ‘make’ your company?

Customer Experience 120

Customer Experience Advertising Airlines Leadership 120

CX University

MARCH 29, 2018

As it turns out, customer experience unlocks a radical capability of mapping the customer journey. To destroy silos, all you need to do is focus on changing customer journeys. From Touchpoint to Customer Journey: How the simple act of connecting the dots will start a revolution.

Customer Journeys 86

Customer Journeys Customer Experience Touchpoint Banking 86