ijgolding

JANUARY 22, 2018

During the hiring process, ask questions that will provide insight into a potential employee’s values, and only choose employees who have a real passion for providing excellent customer service, rather than those who are simply going through the motions. Send company personnel to a customer experience conference.

Customer Experience 191

Customer Experience Social Media Abandon Rate Conference 191

IntouchInsight

MARCH 29, 2018

We recently sat down with Jim Tincher, founder of Heart of the Customer and Certified Customer Experience Professional (CCXP), to get his take on the customer experience landscape and how it is changing in 2018.

Customer Experience 191

Customer Experience Customer Experience Professionals Customers Customer Experience Management 191

Experience Matters

SEPTEMBER 24, 2018

Throughout the year, Temkin Group has been focused on making 2018, “The Year of Humanity.” and Canada.

Customer Experience Professionals 237

Customer Experience Professionals Groups Interaction Customer Experience 237

Wootric

DECEMBER 21, 2018

These are the articles that resonated the most with our readers in 2018. It feels like a monumental task that will take ages, but here is a simple, quick step you can take to prioritize incremental improvements immediately: start gathering Customer Effort Score feedback after onboarding completion.

Net Promoter Score 56

Net Promoter Score Effort Score NPS e-support 56

ijgolding

DECEMBER 14, 2017

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.

Customer Experience 164

Customer Experience Customer Experience Professionals Customer Centricity Customers 164

Experience Investigators by 360Connext

MAY 17, 2018

The Customer Experience Professionals Association (CXPA) 2018 Insight Exchange offered CX experts and professionals of all kinds, various titles and comfort levels a few days to learn, connect and get inspired. Jeannie Walters (@jeanniecw) May 8, 2018. But per usual, I was learning from and with my peers.

Leadership 161

Leadership Culture Customer Experience Professionals Customer Centricity 161

Experience Investigators by 360Connext

SEPTEMBER 27, 2017

As a result, the ways we measure, analyze and improve the experience are becoming more and more sophisticated. Are you following these 5 critical customer experience trends? What are some of the customer experience trends we’ll see through the end of 2017 and into 2018? So roll up your sleeves.

Trends 244

Trends Net Promoter Score Effort Score Metrics 244

ijgolding

JANUARY 14, 2019

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.

Customer Experience 246

Customer Experience Airlines Customer Journeys Customer Centricity 246

Heart of the Customer

APRIL 3, 2018

—– We recently sat down with Jim Tincher, founder of Heart of the Customer and Certified Customer Experience Professional (CCXP), to get his take on the customer experience landscape and how it is changing in 2018. In part-one of this two-part article series, Jim discusses […].

Customer Experience Professionals 60

Customer Experience Professionals Customer Experience Customers 60

ijgolding

JANUARY 28, 2018

Last week I had a fascinating conversation with a peer of mine – a fellow Customer Experience Professional. James Dodkins is as passionate about transforming organisations to become sustainably customer centric as I am.

Employee Engagement 196

Employee Engagement Engagement Customer Centricity Culture 196

CX Journey

OCTOBER 17, 2018

Image courtesy of Pixabay I'm already seeing it: people are starting to talk and write about customer experience trends for 2019. We haven't even made it through 2018 yet! Regardless, I'm not big on talking about customer experience trends for the new year any more. It's only the start of Q4! Good question.

Trends 111

Trends Guidelines Omni-Channel Government 111

Qualtrics

JANUARY 2, 2019

All in all, 2018 was a pretty good year for federal agencies working to advance the customer agenda. That’s all good for citizens, as agencies do more to understand expectations and learn the practices and techniques that lead to better experiences. The July 2018 plain language inaugural summit opened the door.

Government 20

Government Customer Experience Chief Customer Officer Transportation 20

Oracle

JULY 11, 2018

That’s my advice if you want to be a customer experience professional today. Copyright 2018 Oracle. And to do it well requires more than just knowing how to operate MarTech, or marketing technology software. Transcript may be edited for readability.

Tips 67

Tips Customer Experience Professionals Technology Software 67

ijgolding

JANUARY 24, 2017

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.

Customer Experience 120

Customer Experience Banking Transportation Customer Journeys 120

ijgolding

MAY 17, 2018

‘Customer What? The honest and practical guide to customer experience’ was published at the end of April 2018. The launch of my first book has finally become a reality! I would never have been able to achieve my ambition without the support of many people.

Travel 164

Travel Hotels Customer Experience Feedback 164

Confirmit

DECEMBER 17, 2018

These 2019 predictions are based on primary research and in-depth conversations with customer experience leaders. They show the natural evolution of CX as many of these take our 2018 predictions to their next level. The trends we highlight have been selected using guidance from a base of 200 customer experience professionals.

Customer Experience 40

Customer Experience Return on Investment Customer Experience Professionals Report 40

CSM Magazine

FEBRUARY 1, 2018

The CxVE Awards recognizes companies—including consultants and technology vendors—that provide products and services that help companies improve the customer experience they deliver. Temkin Group will accept nominations for the CxVE Awards through March 8, 2018. Nominations are accepted from anywhere in the world.

Customer Experience 40

Customer Experience Self Service Customer Experience Professionals Insurance 40

Customer Guru

OCTOBER 2, 2018

How amazing is it that Customer Experience Day 2018 coincides with the birthday of Mahatma Gandhi – one of the greatest leaders of all time. Apart from giving us profound lessons on the power of Ahimsa – non-violence – Gandhiji gives us some insightful lessons on customer experience.

Customer Experience Professionals 63

Customer Experience Professionals Customer Experience Measurement Customer Expectations 63

Lumoa

OCTOBER 31, 2018

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.?

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Confirmit

OCTOBER 2, 2017

With businesses like AIG, Bupa Global, LexisNexis, and Virgin Money in there I’m sure you’ll find some inspiration to help move your own Customer Experience efforts forward. And perhaps you’ll find your own program within the pages of the 2018 book! Voice of the Customer Company.

Insurance 40

Insurance ROI Customer Experience Professionals Retail 40

Confirmit

OCTOBER 2, 2017

With businesses like AIG, Bupa Global, LexisNexis, and Virgin Money in there I’m sure you’ll find some inspiration to help move your own Customer Experience efforts forward. And perhaps you’ll find your own program within the pages of the 2018 book! Voice of the Customer Best Practices.

Insurance 40

Insurance ROI Customer Experience Professionals Retail 40

ijgolding

MARCH 20, 2018

Today I am absolutely delighted to share my interview with passionate Customer Experience Professional, Kathy van de Laar – enjoy… Ian. My book, Customer What – the honest and practical guide to Customer Experience – will be available to purchase in April 2018. Tell me about your background.

Customer Journeys 152

Customer Journeys Culture Customer Centricity Contact Center 152

CX Journey

DECEMBER 13, 2018

Image courtesy of Pixabay Today I'm pleased to share a guest post by Liliana Petrov of DoingCXRight that is based on her experience hiring CX teams. This post originally appeared on her site on November 21, 2018. Petrova is co-founder of DoingCXRight , a resource for customer experience professionals across industries.

Tips 83

Tips Customer Insights Leadership Exercises 83

Chattermill

JULY 15, 2018

The Best Customer Experience (CX) Events You Can Still Go To This Year. by Jack Miller on 16 Jul 2018. Customer Experience. The best customer experience events you can still go to in 2018. Customer Experience Innovation & Tech Fest. Customer Spark and Executive Summit.

Customer Experience 40

Customer Experience Conference B2B Innovation 40

Vocalabs

MARCH 30, 2018

Fri, 2018-03-30 16:50. Customer Experience. If there's one thing that can spark a lively discussion among Customer Experience professionals, it's someone who takes a strong stand for or against any particular metric. Peter Leppik.

Metrics 48

Metrics Entertainment Measurement Customer Experience Professionals 48

Vocalabs

MARCH 30, 2018

Fri, 2018-03-30 16:50. Customer Experience. If there's one thing that can spark a lively discussion among Customer Experience professionals, it's someone who takes a strong stand for or against any particular metric. Peter Leppik.

Metrics 48

Metrics Entertainment Measurement Customer Experience Professionals 48

Maru/HUB

JULY 9, 2018

“The UKCSI shows that customers who give the highest ratings for customer satisfaction express strong levels of loyalty, which brands will need in difficult and unpredictable market conditions.”. The top 50 organisations in the July 2018 index are: 1 Amazon.co.uk. Eye Trackit for Market Research Professionals.

Brands 49

Brands Customer Service Insurance Banking 49

CSM Magazine

MAY 19, 2022

In 2019 we underwent a digital transformation that included the creation of a customer-centric website with access to comprehensive information and a host of accessible and easy-to-use self-serve online services. Consequently, our seven-person customer team has much more time to devote to calls dealing with complex issues.

Self Service 52

Self Service Wait Times Training Customers 52

RapportBoost

NOVEMBER 25, 2018

– Event, sponsored by Talkdesk, to cover top priorities for contact centers on how to connect with customers, prospects via their preferred channels – San Diego, CA. CX Accelerator is here to serve you as a Customer Experience professional. 27th at 12:30pm PST. Learn more at www.comm100.com/.

Contact Center 40

Contact Center Innovation Average Handle Time Case Study 40

Confirmit

JUNE 7, 2017

As customer experience professionals we need to accept that we are not a special case in the business. For example, one Judges’ Choice winner was able to point to specific financial savings by enabling customers to self-serve for some processes – a process implemented as a direct result of customer feedback.

Return on Investment 40

Return on Investment ROI Financial Customer Experience Professionals 40

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.

Customer Journeys 100

Customer Journeys Chief Customer Officer NPS Consulting 100

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. Temkin Group was acquired by Qualtrics in October, 2018. In 2014, Ian officially became a Certified Customer Experience Professional.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

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. Temkin Group was acquired by Qualtrics in October, 2018. In 2014, Ian officially became a Certified Customer Experience Professional.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

GlowTouch

FEBRUARY 26, 2019

Linda Ruffenach, was recently tapped for her customer experience expertise.

Self Service 40

Self Service Customer Experience Customer Experience Professionals Innovation 40

Vocalabs

JANUARY 5, 2018

Customer Experience Non-Trends for 2018. Fri, 2018-01-05 15:46. Customer Experience. Bruce Temkin, for example, has declared that the Customer Experience Theme for 2018 is " Humanity ". So here I present my Customer Experience Non-Trends for 2018. Peter Leppik.

Trends 48

Trends Customer Experience Leadership Customer Experience Professionals 48

SurveySensum

JULY 14, 2020

XM Scientist and Co-Founder at Effectly AB and experiasummit.com, Joakim Thörn is a subject-matter expert and a speaker who specializes in facilitating and helping clients expand their market presence through experience-based differentiation. Jaakko Männistö is an entrepreneur, Founder, and Omnichannel Customer Experience Professional.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

SmartKarrot

DECEMBER 2, 2020

Not only that, she is the Co-Founder of Customer Success Mastermind which is a career and training developmental program that aids leaders in evolving their careers. Aside from this, she was noted as one of the 7th most influential women to follow in 2018 by Gainsight.

Customer Success 17

Customer Success Customer Journeys Contact Center Leadership 17