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The Customer Experience ‘7 Year Itch’! A frank and honest assessment of the CX profession

ijgolding

I first became aware of job roles containing the words, ‘Customer Experience’ in the early noughties. However, it was not until 2011, with the creation of the Customer Experience Professionals Association (CXPA), that the role became officially recognised as a profession.

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The lost suitcase – the sad reality of customer experience evolution

ijgolding

In 2018, the Customer Experience Professionals Association (CXPA) celebrated its 7th birthday. In 2011, the creation of the CXPA saw the competencies and capabilities practiced by those working in the field of customer experience as a profession for the first time. In 2018, I flew 127 times.

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The desire to make a difference in creating a customer-oriented culture – an interview with Kathy van de Laar

ijgolding

Today I am absolutely delighted to share my interview with passionate Customer Experience Professional, Kathy van de Laar – enjoy… Ian. We’re a small company specialised in customer insights, CX consulting and training/change management. How do you align channels to deliver the right customer experience?

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Customer Experience Challenges According to 15 CX Experts

Lumoa

In my opinion, three things that are essential for CX include: Restoring trust – 2017 has seen more examples of organizations continuing to fail to meet basic customer expectations. In 2018, all brands across all industries are going to have to work hard to restore trust with the everyday consumer. 2018 will be the year of CX and AI.?

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When Customers Struggle – Lessons from the Energy Sector

CSM Magazine

Carly Freeman, Head of Customer Services at Insite Energy , shares some key lessons learned while helping people at the sharp end of a crisis. When times are hard for customers, high quality support is an absolute imperative. Acknowledge that it’s hard .

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A Perspective and a Prospective on CX

Horizon CX

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.

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Customer Experience in the Gulf Region – A Story of Continuous Improvement!

ijgolding

Time after time, representatives of organisations stood in front of me and my fellow judges and brilliantly described how the customer was core/central to the strategy of the business. The key to real success though is for the momentum to be maintained (there is still much to do!) – for the Customer Experience to keep continuously improving.