Confirmit

DECEMBER 17, 2018

This Customer Experience (CX) Predictions report, including insights from Confirmit, provides intelligence to support CX practitioners creating their customer experience strategies. These 2019 predictions are based on primary research and in-depth conversations with customer experience leaders.

Customer Experience 40

Customer Experience Return on Investment Customer Experience Professionals Report 40

CX Accelerator

MARCH 14, 2019

a global community of Customer Experience professionals, where do we tend to excel, and where do we have critical gaps? Consider now that Forrester's CX Predictions for 2019 report states that up to 89% of CX practitioners do not believe the ROI of CX is well established in their companies.

Customer Experience 369

Customer Experience Customer Journeys ROI Guidelines 369

Beyond Philosophy

DECEMBER 31, 2019

With that in mind, I have some predictions for the trends in Customer Experience for 2020 and beyond. . I also shared the research I undertook in the last quarter of 2019 to position my global Customer Experience consultancy in the marketplace. . Customer Experience has matured.

Customer Experience 152

Customer Experience Effort Score Consulting Customer Experience Professionals 152

Customer Bliss

MARCH 26, 2019

What can you do to support your customer through your attitude, your body language, or your offer of help—even when your answer is “no”? A post shared by Jeanne Bliss | CustomerBliss (@customerbliss) on Mar 6, 2019 at 4:00am PST. It’s the same reason I co-founded the Customer Experience Professionals Association.

Leadership 181

Leadership Chief Customer Officer How To Customer Experience Professionals 181

TechSee

AUGUST 14, 2023

Follow on LinkedIn Jeanne Bliss , Founder & CEO at Customer Bliss Jeanne Bliss is the Founder and President of CustomerBliss and Co-Founder of The Customer Experience Professionals Association.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Beyond Philosophy

JANUARY 17, 2020

At the end of 2019, global research firm Forrester predicted that 1 in 4 Customer Experience jobs will be cut in 2020. One of the most significant is a misconception about what Customer Experience is and how it affects the bottom line. 1 in 4 Will Lose Their Job in 2020.

Return on Investment 120

Return on Investment Conference Consulting Customer Experience Professionals 120

Experience Investigators by 360Connext

OCTOBER 27, 2020

Create a plan to consistently review your Voice of the Customer listening posts and the feedback you gather. The in-person “how are we doing” tablet-based VoC experiences may have provided lots of great feedback in 2019.

Customer Journeys 359

Customer Journeys Social Media Feedback Touchpoint 359

Experience Investigators by 360Connext

JANUARY 28, 2020

Anxiety is ramping up for senior leaders focused on customer experience, and it’s not difficult to understand why. According to Forrester’s 2020 Predictions , 1 in 4 customer experience professionals will lose their job this year. Image credit: Forrester. It’s time to build some bridges.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

Oracle

DECEMBER 27, 2018

We surveyed customer experience professionals to learn more about their opportunities and challenges, and found that 65% understand what their audiences want from a customer experience, yet only 32% have the data they need to deliver those experiences.

Trends 88

Trends Customer Experience Retail Conference 88

Horizon CX

JUNE 2, 2020

Leaders in general, but especially those that are leading in Customer Experience roles, are in a challenging position today made even more difficult by the pandemic. And, in this new reality, we are all facing more demands than ever and trying to figure out how best to continue onward or perhaps even start again.

Leadership 130

Leadership Culture Strategy Customer Experience Professionals 130

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. Regardless, I'm not big on talking about customer experience trends for the new year any more. What does the future of customer experience look like? Good question.

Trends 111

Trends Guidelines Omni-Channel Government 111

ijgolding

JANUARY 14, 2019

My first blog post of 2019 is not going to be a long, drawn out diatribe about the challenges of long-term relationships! In 2018, the Customer Experience Professionals Association (CXPA) celebrated its 7th birthday. Please do not panic!!!

Customer Experience 246

Customer Experience Airlines Customer Journeys Customer Centricity 246

CX Journey

JANUARY 2, 2019

Image courtesy of Pixabay What was on the minds of CX professionals in 2018? And, most importantly, what does it mean for 2019? Traditionally, customer experience professionals are thought to have no budget. And, clearly, this gap is on CX professionals' minds. Let's fix these in 2019! This is true.

Employee Engagement 94

Employee Engagement ROI Metrics Omni-Channel 94

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 100

Customer Journeys Chief Customer Officer NPS Consulting 100

CX University

JANUARY 27, 2019

PHILADELPHIA, PA – January 27, 2019 – CX University announces its new partnership with Qatar-based organization, Cxessentials. The partnership between the two organizations is meant to create a wider reach to Qatar-based CX professionals and aspiring practitioners.

Customer Experience Professionals 49

Customer Experience Professionals Course Training Consulting 49

Eptica

NOVEMBER 6, 2019

Date: Wednesday, November 6, 2019 Author: Guest author - Jeannie Walters Avoid these 5 CX Leadership Traps! Published on: November 06, 2019. She also co-hosts a top-rated podcast on customer experience and customer service, Crack The Customer Code.

Leadership 77

Leadership Net Promoter Score Contact Center Effort Score 77

Oracle

MARCH 7, 2019

I often remind people the acronym “CX” was little-known until Bruce Temkin and Jeanne Bliss co-founded the Customer Experience Professionals Association in 2011. “Customer experience” across the organization wasn’t a clear business initiative or concern. CX: The Past.

e-support 103

e-support Customer Centricity Customer Journeys Technology 103

Comm100

AUGUST 16, 2019

I’m not alone – YouMail’s Robocall Index found that in July 2019, Americans received a huge 4.7 Emails or phone calls can feel distant and professional, texting is much less formal. During the course of a normal day, I rinse and repeat this sequence usually at least once, sometimes five or six times.

Communication 102

Communication Social Media Knowledge Base Contact Center 102

Wootric

DECEMBER 21, 2018

If you missed any, here is your chance to get caught up and ready for a winning 2019: How to Choose the Best Net Promoter Score Software for your Business. To all the customer experience professionals who have read our blog and engaged with us this year, thank you for championing customers’ voices and experiences in your organizations.

Net Promoter Score 56

Net Promoter Score Effort Score NPS e-support 56

Confirmit

SEPTEMBER 18, 2019

You’re probably aware of CX Day by now, but if you’re not, it is the brainchild of the Customer Experience Professionals Association ( CXPA ), a global non-profit organization specializing in the advancement and cultivation of the customer experience profession. Want to know more about CX Day?

Customer Experience Professionals 40

Customer Experience Professionals Insurance Leadership Innovation 40

Confirmit

MARCH 19, 2019

Confirmit surveyed 700 customer experience professionals and we’ve crunched the numbers to reveal the five habits that underpin the most successful programs. Listen to Shelly Chandler, VP, Customer Experience Consulting at Confirmit as she reveals the habits you need to adopt to get your program to fly.

Net Promoter Score 40

Net Promoter Score Customer Experience Professionals Customer Centricity Consulting 40

Experience Investigators by 360Connext

JULY 12, 2022

Create a plan to consistently review your Voice of the Customer Listening Posts and the feedback you gather. The in-person “how are we doing” tablet-based VoC experiences may have provided lots of great feedback in 2019.

Customer Journeys 143

Customer Journeys Feedback Social Media Exercises 143

Oracle

MARCH 11, 2020

Jeanne Bliss is one of the most recognizable names in customer experience and customer success today. She’s the founder and president of CustomerBliss and the Co-Founder of The Customer Experience Professionals Association (CXPA). Kerry Bodine.

Customer Journeys 83

Customer Journeys Technology Chief Customer Officer Video 83

Qualtrics

JANUARY 2, 2019

That’s all good for citizens, as agencies do more to understand expectations and learn the practices and techniques that lead to better experiences. Here’s a recap of some of the wins you may not have heard about for government CX in 2018, and some of the continued struggles we still are working on in 2019. First, a look at the wins.

Government 20

Government Customer Experience Chief Customer Officer Transportation 20

Beyond Philosophy

OCTOBER 25, 2019

Per USA Today , Airbnb has more than seven million listings in 100,000 cities as of early September 2019, and they plan to go public in 2020. They also reported revenues of over one billion in the second quarter of 2019, although there is no report on the profits. 19 September 2019. 25 September 2019. < Sources: AP.

Hotels 104

Hotels Travel Hospitality Consulting 104

Confirmit

DECEMBER 18, 2018

Fear not, I’m not going to try to predict huge geopolitical events or the winner of the 2019 World Wife Carrying championship (it’s real, look it up). I would, however, like to share my thoughts on what changes the customer experience (CX) world is likely to experience over the coming year.

Metrics 40

Metrics Customer Experience Professionals Survey Data 40

Confirmit

DECEMBER 18, 2018

Fear not, I’m not going to try to predict huge geopolitical events or the winner of the 2019 World Wife Carrying championship (it’s real, look it up). I would, however, like to share my thoughts on what changes the customer experience (CX) world is likely to experience over the coming year.

Metrics 40

Metrics Customer Experience Professionals Survey Data 40

CX University

NOVEMBER 21, 2020

Underpinned by a rock-solid customer experience strategy, deliberate and differentiated customer experiences deliver business results by growing brand loyalty organically, by focusing on customer success, customer effort and customer emotion.

Net Promoter Score 98

Net Promoter Score Brands Effort Score Loyalty Programs 98

GetFeedback

JULY 19, 2019

And yet, it’s not surprising to know companies categorized as customer-centric reported much higher revenue than their counterparts, as documented in Hotjar’s 2019 State of Customer Experience Report. How to set up your Voice of the Customer (VoC) program for success. About the guest author .

Customer Journeys 230

Customer Journeys Effort Score Net Promoter Score How To 230

Forrester's Customer Insights

MAY 20, 2019

At CX NYC 2019, I’ll share findings from our values-based experience framework that will help customer experience professionals evolve their approach in this emerging area. They’re making buying decisions based on the values a brand stands for.

Customer Experience Professionals 8

Customer Experience Professionals Consumers Brands Customer Experience 8

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. Autumn 2020 report) when it comes to response times. Enable self-service . Acknowledge that it’s hard .

Self Service 52

Self Service Wait Times Training Customers 52

ShepHyken

JULY 8, 2019

10 Best Things about Customer Contact Week 2019! Blake Morgan shares a “Top Ten” list of customer-focused organizations from ten different industries and a short explanation about why she chose them. 11 Skills and Traits for Customer Experience Professionals in 2019 by Dom Nicastro.

Customer Service 116

Customer Service Social Media Customer Experience Professionals Customer Care 116

Beyond Philosophy

MARCH 4, 2019

Customer Experience professionals would be wise to think about how this technology is going to take hold. Zhecho Dobrev and I will host a webinar on F acial recognition for measuring customer emotions in real time on March 13, 2019, at 11 am Eastern. For me, it’s about getting ahead of that curve.

Measurement 102

Measurement Consulting Technology Customer Experience Professionals 102

Thematic

NOVEMBER 28, 2019

Over the course of Fall 2019, we surveyed 150 CX professionals. The survey itself was conducted by Thematic, in collaboration with the Customer Experience Professionals Association (CXPA), and publicized through our social media, CXPA and our friends & influencers in CX space, such as Annette Franz and Maurice FitzGerald.

Report 100

Report Survey ROI Net Promoter Score 100

TechSee

FEBRUARY 5, 2019

If 2018 was a year when customer experience professionals came under intense pressure to map out tangible results from heavy investment, 2019 is shaping up to be the year when next generation customer experience will deliver on the promise of a wide range of new technologies.

Trends 173

Trends Customer Experience Self Service ROI 173

Thematic

MAY 22, 2019

CXPA or the Customer Experience Professionals Association is an organisation dedicated to cultivating the CX profession. Some teams lead CX projects that make it easier for customers to find new products and services at just the right moments in their customer journey. A clear case for customer experience ROI!

Exercises 97

Exercises ROI Conference Video 97

ChurnZero

MARCH 29, 2019

How Customer Success Can Catalyze Customer-Centric Change. Wednesday, April 10, 2019, 1:00 – 2:00 PM EDT. Customer-centricity is a term that gets bounced around, but what does this really mean and how can customer success teams contribute to their organization’s CX evolution? Upcoming Webinar.

B2B 73

B2B Survey Net Promoter Score Effort Score 73