CX Journey

JULY 21, 2017

Transforming the customer experience is much more complex than that simplified command. Transforming the customer experience requires a culture shift, a mindset shift, a behavioral shift. Unfortunately, as most customer experience professionals know, it requires some heavy lifting. Guess what?

Culture 107

Culture Customer Experience Professionals ROI Communication 107

Lumoa

MARCH 21, 2023

You read blog posts and research articles if you want to learn more about a specific topic. Our list includes books written by well-known CX experts and leaders with a long experience working within customer experience in different industries. Customer service is not a department. I hold nothing back.

Customer Experience 236

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 236

Horizon CX

JUNE 2, 2020

And buried within that same report, they also predicted that customer experience professionals would either quantify their business impact and reach new levels of influence or find themselves in a tenuous position. Legendary management consultant and writer Peter Drucker once said, “Culture eats strategy for breakfast.”

Leadership 130

Leadership Culture Strategy Customer Experience Professionals 130

ijgolding

FEBRUARY 3, 2016

This article was originally written for my exclusive column on mycustomer.com – a hugely valuable and rich resource of information, expertise and inspiration for CX Professionals. You can find the original article here. There is still a band of people who do not consider customer experience to be a ‘profession’ at all.

Customer Experience 120

Customer Experience Customer Experience Professionals Travel Study 120

CX Journey

MARCH 13, 2018

Bain believes that customer understanding efforts backfire because companies focus more on collecting and analyzing data ad nauseum, as well as on metrics, than on doing what it takes to improve the experience. As I read the article, I had already written down my thoughts on why this gap exists. No argument there.

Customer Centricity 173

Customer Centricity Customer Journeys Customer Experience Professionals Metrics 173

Customer Guru

AUGUST 21, 2018

John is an “Ex-Disney Guy” and Customer Experience Coach. He has been successful in showing businesses, teams and communities how to create a Disney-like experience and culture. He brings a wealth of knowledge and hands-on experiences to his keynotes and seminars. John Formica Follow @JohnFormica.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

Zeisler Consulting

MAY 27, 2021

This is the first in a four-part series of articles about Agile/Scrum and how we as CX practitioners and leaders can integrate the approach and theories of Agile Project Management in our work. You can find the introduction article to this series here. Now, clearly this seems like a pretty straightforward good idea in general, right?

Customer Centricity 72

Customer Centricity Fashion Culture Customer Satisfaction 72

Comm100

MARCH 8, 2017

Connect with this customer service expert on Twitter today to make sure that your company doesn’t miss out! Her Twitter sports articles about Millennial trends, and is a hot spot for information on what companies can do to appeal to Generation Z and Millennial consumers. Chelsea Krost. ChelseaKrost. Kate Nasser. KateNasser.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

ShepHyken

JULY 10, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. I have added my comment about each article and would like to hear what you think too. Read this article and find out!

Customer Service 12

Customer Service Tips Social Media Consumers 12

ijgolding

JANUARY 15, 2016

They also demonstrate why it is so important for CX to be recognised as a PROFESSION – for the world to recognise that CX is not some fictional business fad, but a genuine, fact based professional occupation. It is because to become a CCXP you MUST possess the knowledge AND experience of utilising and applying a set of core competencies.

Customer Experience 120

Customer Experience Customer Experience Professionals Customer Centricity Government 120

Thematic

JUNE 28, 2023

Large Language Models (LLMs) are set to revolutionize the way customers engage with technology and receive personalized services. If you work in customer experience (CX), then hold on to your hat - in this article I’ll explore how LLMs can make a radical difference in your work. Here are the answers: 1.

Customer Experience 62

Customer Experience Chatbots Social Media Training 62

ShepHyken

FEBRUARY 28, 2020

This week we feature an article by Eric Melchor, founder of Elevate My CX. If you’re a Customer Experience specialist, you might think that salespeople are not the kind of role models to get customer care tips from. Like an ambitious salesperson, as a Customer Experience professional, I’m impatient with myself.

Roadmap 116

Roadmap Sales Case Study Airlines 116

Customer Guru

DECEMBER 20, 2017

Chauhan has been recognized for demonstrating exceptional passion in putting the customers first and aligning business strategies based on the customer needs. In this candid interview with Customer Guru, Mr. Chauhan shares his journey as a customer experience professional. Image Source: Avant8.

Customer Service 95

Customer Service Customer Centricity Touchpoint Customer Experience Professionals 95

ECXO

JUNE 6, 2022

Follow him: [link] Ricardo Saltz Gulko He is the Eglobalis, Innovation and Experience Consulting Agency, Managing Director, a global strategist, C-suite adviser, focused on experience culture transformation, CX-EX design, technology adoption, & innovation ignition. Want to see more articles like this? Share on xing.

Consulting 52

Consulting Customer Experience Professionals Innovation Culture 52

CX Accelerator

SEPTEMBER 24, 2019

Most people know what salespeople or customer service representatives do. But it’s not usually the case that Customer Experience professionals experience the same level of understanding about what they do and what their job roles are for. There are no easy shortcuts to this.

Tips 282

Tips Customer Centricity Strategy Social Media 282

Kayako

APRIL 15, 2019

We had the pleasure of hosting customer service and experience expert, Shep Hyken earlier this month for a half hour Q&A session on why customer experience matters so much and what businesses must do to create the best experiences for their customers.

Customer Experience 169

Customer Experience Self Service Hospitality Customer Journeys 169

Customer Guru

MARCH 1, 2018

Pednekar is currently working as the Director – Quality for Atos in India and drives initiatives on Quality & Customer Experience. She is a Certified Customer Experience Professional from the CXPA (US). I started getting more invested in the Customer Experience arena seven-eight years back.

Customer Centricity 94

Customer Centricity Customer Experience Professionals Employee Engagement Training 94

PeopleMetrics

APRIL 4, 2017

Not only is customer experience improvement based on a deep understanding of where interactions with customers fail to meet expectations, the ability to drive customer experience innovation can thrive only in an environment where ‘fear of failure’ isn’t part of the organizational culture.

Culture 94

Culture Innovation Customer Experience Professionals Customers 94

CX Accelerator

SEPTEMBER 24, 2019

Most people know what salespeople or customer service representatives do. But it’s not usually the case that Customer Experience professionals experience the same level of understanding about what they do and what their job roles are for. There are no easy shortcuts to this.

Tips 208

Tips Customer Centricity Strategy Social Media 208

Customer Guru

MARCH 1, 2018

Padnekar, currently working as the Director – Quality for Atos in India, and drives initiatives on Quality & Customer Experience. She is a Certified Customer Experience Professional from the CXPA (US). I started getting more invested in the Customer Experience arena seven-eight years back.

Customer Centricity 79

Customer Centricity Customer Experience Professionals Employee Engagement Training 79

CX Accelerator

SEPTEMBER 24, 2019

Most people know what salespeople or customer service representatives do. But it’s not usually the case that Customer Experience professionals experience the same level of understanding about what they do and what their job roles are for. There are no easy shortcuts to this.

Tips 182

Tips Customer Centricity Strategy Social Media 182

CX Journey

JULY 26, 2016

We want (need) to see companies innovate for the customer, but many companies still struggle with what that means, how to do it, and what it takes to truly be innovative; instead, they imitate. Create a culture of innovation The culture needs to allow employees to be creative and entrepreneurial. They want a quarter-inch hole!

Innovation 80

Innovation Customer Experience Culture Customers 80

Horizon CX

DECEMBER 1, 2023

The Art of Selling CX: Convincing Skeptical Senior Leaders on Customer Experience Success Introduction In the dynamic landscape of customer experience (CX) management, the journey extends beyond strategic implementation; it’s a constant process of persuasion and selling ideas, especially to senior leadership.

Customer Centricity 130

Customer Centricity Customer Journeys Automotive Fashion 130

Zeisler Consulting

APRIL 20, 2021

LinkedIn, Medium, tons of CX blogs and websites, including the Customer Experience Professionals Association (CXPA), Customer Think , and others, are all great sources of information for those looking to expand their knowledge and understanding of Customer Experience. It’s good for your karma.

Course 93

Course Customer Experience Professionals Leadership Brands 93

ijgolding

MAY 17, 2018

Today I am absolutely delighted to share my final interview with Genevieve Bruketa-Baskovic – an amazingly well travelled Customer Experience Professional who is passionate about doing everything she does with the customer in mind – enjoy…. My book, ‘Customer What? –

Travel 164

Travel Hotels Customer Experience Feedback 164

CX Journey

APRIL 25, 2018

Those are marketing tools and are too high level for customer experience design. Customer experience professionals require a lot more detail at a micro level in order to understand the pain points and to, ultimately, fix them. Align the organization.

Customer Journeys 146

Customer Journeys Exercises Touchpoint Culture 146

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

Lumoa

JANUARY 19, 2023

Here’s your ultimate guide on how to build a customer experience department. In This Article: Preliminary Steps 1. Map Your Current Customer Journey 3. And it will make it easier to build strong relationships and a strong culture of customer centricity. Identify the Company’s Goals 2.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

Beyond Philosophy

MARCH 8, 2017

Neither of them provides a Customer Experience worth mentioning—at least not in a positive light. We asked the Customer Experience professionals there to name a Telecom they admired for the experience they provided. Learn how with Beyond Philosophy’s Customer Experience Essentials Certification Training.

Customer Experience 124

Customer Experience Customer Centricity Poor Customer Service Customer Service Representative 124

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 62

Report Survey ROI Net Promoter Score 62

ClearAction

OCTOBER 25, 2015

Making your company irresistible to customers and prospects requires significant change. DO THIS : put the majority of your effort into cross-functional collaboration that will align processes, policies, and culture with customers’ well-being. B2B Customer Experience: Do This, Not That.

Customer Experience 48

Customer Experience Customer Journeys ROI Customer Experience Management 48

ijgolding

MARCH 10, 2016

This article was originally written for my exclusive column on mycustomer.com – a hugely valuable and rich resource of information, expertise and inspiration for CX Professionals. You can find the original article here. To be a Customer Centric Organisation requires a business to have a Customer Centric CULTURE!

Customer Centricity 120

Customer Centricity Culture Customer Experience Professionals Communication 120

Michel Falcon Experience

JANUARY 16, 2017

I read books on customer experience, I set up a Feedly account and read dozens of articles every day on the subject. I reached out to customer experience professionals on Linkedin and asked many questions. What is the ‘culture of learning’ like in your company? Buy relevant books.

Hospitality 60

Hospitality Study Airlines Culture 60

Steve DiGioia

DECEMBER 5, 2016

This original article was written by Steve DiGioia. Businesses across the land champion their great service and the positive experience given to their throngs of loyal customers. They tout the benefits of their product and how they tend to the specific needs, wants and desires of their customers. How to prevent it?

Industry 100

Industry Culture Metrics Customer Centricity 100

ijgolding

NOVEMBER 22, 2016

Fortunately, the profession that customer experience has become is steadily building a burgeoning number of just such people. Let’s start with my tip number 1: Tip 1 – Make customer experience a priority for the whole company! Tip 2 – Embed a customer experience framework.

Customer Centricity 120

Customer Centricity Culture Tips Strategy 120

Bold360

JANUARY 19, 2017

She was the first known CCO (Chief Customer Officer) at Microsoft as well as other corporations, pioneering this role. Jeanne is a co-founder and board member of the Customer Experience Professionals Association. Steve calls himself a ‘relentless’ customer experience expert. Bill Quiseng. billquiseng. |.

Customer Experience 40

Customer Experience Self Service Consulting Social Media 40

ShepHyken

DECEMBER 13, 2019

This week we feature an article by Darcy Alexander who shares a checklist to guide us through the process of selecting the best CX vendors for our customer experience initiatives. When embarking on a customer experience (CX) change initiative, there are few decisions more critical to success than selecting the right vendor.

Competitive Advantage 101

Competitive Advantage Case Study Communication Insurance 101