Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

ijgolding

OCTOBER 2, 2017

This post is part of the Customer Experience Professionals Association’s Blog Carnival celebrating customer experience. It’s part of a broader celebration of Customer Experience Day 2017. I do not want this article to come across as all ‘doom and gloom’ though – much to the contrary.

Customer Experience 158

Customer Experience Customer Experience Professionals Customers Customer Centricity 158

MyCustomer

APRIL 27, 2023

MyCustomer is in constant dialogue with senior customer experience professionals - whether that be for articles, research reports, roundtable discussions, networking events or podcasts. In this hub, we’re pooling together some of the best content based on those discussions.

Customer Experience 52

Customer Experience Customer Experience Professionals Report Customers 52

Lumoa

DECEMBER 18, 2017

The topic of customer experience has been trending throughout this year. More and more companies put a customer at the centre of their business operations. Customer experience and engagement are already changing the way businesses work covering larger and larger industries. State of CX - where are we going?

Analytics 273

Analytics Customer Journeys Customer Experience Net Promoter Score 273

ijgolding

MAY 23, 2017

Usually (although not exclusively) the domain of men and women working for organisations in senior roles, the ‘rolling eye phenomenon’ often occurs when someone like me, a Customer Experience Professional, starts to talk about anything related to the Customer Experience.

Customer Experience 227

Customer Experience Financial Customers Insurance 227

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. Yes and no.

Customer Experience 62

Customer Experience Chatbots Social Media Training 62

InMoment XI

OCTOBER 12, 2012

Do you have what it takes to be a great customer experience professional? But what do we mean by customer experience and what do we mean by professional? View Article Easy question, huh? I throw these thoughts in to the debate for a very simple reason.

Customer Experience 200

Customer Experience Customer Experience Professionals Customers 200

InMoment XI

OCTOBER 12, 2012

Do you have what it takes to be a great customer experience professional? But what do we mean by customer experience and what do we mean by professional? View Article Easy question, huh? I throw these thoughts in to the debate for a very simple reason.

Customer Experience 200

Customer Experience Customer Experience Professionals Customers 200

InMoment XI

OCTOBER 12, 2012

Do you have what it takes to be a great customer experience professional? But what do we mean by customer experience and what do we mean by professional? View Article Easy question, huh? I throw these thoughts in to the debate for a very simple reason.

Customer Experience 200

Customer Experience Customer Experience Professionals Customers 200

ShepHyken

FEBRUARY 26, 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. This article has three more reasons.

Customer Service 62

Customer Service Call Center Ecommerce Call Center Experience 62

ijgolding

DECEMBER 14, 2017

As we approach the end of another calendar year, it is always appropriate for bloggers, writers, thought leaders and professionals in general, to reflect on what has passed, as well as what is to come in the future. As a prolific writer on the subject of Customer Experience, I feel as though every article I publish is a reflection of sorts.

Customer Experience 164

Customer Experience Customer Experience Professionals Customer Centricity Customers 164

ijgolding

FEBRUARY 16, 2015

I am unlikely to be the first person to write an article focusing on whether or not the Customer Experience really makes a difference. On a weekly basis, Customer Experience Professionals all over the world are being challenged to demonstrate the ‘tangible’ value focusing on the Customer […].

Customer Experience 120

Customer Experience Customer Experience Professionals Customer Centricity Customer Retention 120

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. ” – Shep Hyken. .

Customer Experience 169

Customer Experience Self Service Hospitality Customer Journeys 169

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

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

ShepHyken

APRIL 8, 2019

Each week I read a number of 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. To Provide the Best Customer Experience, Be Proactive by Frank Konkel. The short answer is yes.

Customer Service 102

Customer Service Hotels Hospitality Government 102

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

ijgolding

JANUARY 22, 2018

In our modern business landscape, especially with the ever-growing presence of social media in our daily lives, providing consistent positive customer experiences has become critical to maintaining a favourable brand reputation. Design your website with user-experience in mind. Take your relationship to the next level.

Customer Experience 191

Customer Experience Social Media Abandon Rate Conference 191

ijgolding

OCTOBER 28, 2015

Customer journey mapping and touchpoint analysis. Whilst process improvement is pretty well understood by many, Customer Experience Design is a skill set that has been less commonly deployed in organisations around the world. Process improvement methodologies and discipline. Process improvement methodologies and discipline.

Customer Experience Design 120

Customer Experience Design Customer Experience Customer Journeys Customer Experience Professionals 120

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. John is an “Ex-Disney Guy” and Customer Experience Coach.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

ECXO

SEPTEMBER 15, 2022

The European Customer Experience Organization – Upcoming Events, Research, and Activities for You. Subscribe to the open access CX Professional growing business network: ECXO [link]. How to Practically Evoke Customer Emotions to Drive Value ($). Why customer emotions are overlooked by most organizations.

Customer Experience 69

Customer Experience Leadership Feedback Innovation 69

ijgolding

JANUARY 4, 2017

In the last two days, I have lost count of the number of blog posts articles that have been produced talking about this very subject – so I thought I would add another from my own perspective!! repeating endlessly the importance of and need to get organisations to start working together and for each other, as well as for the customer.

Customer Experience 148

Customer Experience Customer Centricity Customers Government 148

InMoment XI

JANUARY 18, 2017

As customer experience professionals, we often worry about response rates. At the heart of the question of response rate is whether customers want to provide you with feedback and engage with your survey. Why do customers provide feedback? Customers who provide feedback want you to get better.

Customer Experience Professionals 200

Customer Experience Professionals Feedback Survey Engagement 200

InMoment XI

JANUARY 18, 2017

As customer experience professionals, we often worry about response rates. At the heart of the question of response rate is whether customers want to provide you with feedback and engage with your survey. Why do customers provide feedback? Customers who provide feedback want you to get better. View Article

Customer Experience Professionals 200

Customer Experience Professionals Feedback Survey Engagement 200

InMoment XI

SEPTEMBER 30, 2015

Shouldn’t every day be customer experience day? Well, yes, but even the most customer-centric companies need fresh ways to turn their good intentions into customer happiness and sustainable growth. View Article So how does one celebrate.

Customer Experience Professionals 227

Customer Experience Professionals Customer Centricity Innovation Customer Experience 227

Oracle

MARCH 6, 2020

What’s more, Gartner also found that the top three emerging technologies expected to have the biggest impact on CX projects in the next three years include artificial intelligence (53%), virtual customer assistants and chatbots (39%), and omnichannel engagement solutions (37%). Accelerating customer engagement.

Chatbots 92

Chatbots Customer Experience Omni-Channel Customer Experience Professionals 92

InMoment XI

SEPTEMBER 30, 2015

Shouldn’t every day be customer experience day? Well, yes, but even the most customer-centric companies need fresh ways to turn their good intentions into customer happiness and sustainable growth. View Article. So how does one celebrate.

Customer Experience Professionals 200

Customer Experience Professionals Customer Centricity Innovation Customer Experience 200

InMoment XI

SEPTEMBER 30, 2015

Shouldn’t every day be customer experience day? Well, yes, but even the most customer-centric companies need fresh ways to turn their good intentions into customer happiness and sustainable growth. View Article So how does one celebrate.

Customer Experience Professionals 200

Customer Experience Professionals Customer Centricity Innovation Customer Experience 200

CX Journey

OCTOBER 27, 2015

Pundits and experts alike say that customer experience is everyone's job. If you google "customer experience is everyone's job" and "customer service is everyone's job," you'll find endless articles, blogs, and webinars with that very title. NO, customer experience is not everyone's job.

Customer Experience 80

Customer Experience Customer Experience Professionals Consulting Call Center 80

ijgolding

MAY 23, 2016

When it comes to the profession that Customer Experience has now become, one of the most important and significant competencies required by all organisations is that of measurement. If this is the case, determining exactly WHAT it is that needs to be ‘fixed’ to improve customer perception is challenging (and sometimes impossible).

Measurement 148

Measurement Customer Experience Customer Journeys Customers 148

InMoment XI

OCTOBER 29, 2015

How CX Will Make or Break Your Company’s Future Last week I had the privilege of attending CXSF 2015: Forrester’s annual forum for customer experience professionals in San Francisco. View Article Topics included digital CX and.

Customer Experience Professionals 200

Customer Experience Professionals Strategy Customer Experience Company 200

InMoment XI

OCTOBER 29, 2015

How CX Will Make or Break Your Company’s Future Last week I had the privilege of attending CXSF 2015: Forrester’s annual forum for customer experience professionals in San Francisco. View Article Topics included digital CX and.

Customer Experience Professionals 200

Customer Experience Professionals Strategy Customer Experience Company 200

InMoment XI

OCTOBER 29, 2015

How CX Will Make or Break Your Company’s Future Last week I had the privilege of attending CXSF 2015: Forrester’s annual forum for customer experience professionals in San Francisco. View Article Topics included Digital CX.

Customer Experience Professionals 200

Customer Experience Professionals Strategy Customer Experience Company 200

Experience Investigators by 360Connext

OCTOBER 27, 2020

Voice of the Customer (VoC) programs often start with a general plan on how to gather customer feedback. The plan typically includes suggestions for customer listening posts. Customer listening posts are specific tools, locations and mechanisms to gather customer feedback along specific touchpoints on the customer journey.

Customer Journeys 359

Customer Journeys Social Media Feedback Touchpoint 359

InMoment XI

SEPTEMBER 30, 2014

As customer experience professionals, it’s time we realized that we are no longer practicing customer experience management, but rather customer experience enablement. When it comes to the customer journey, we’re just along for the ride. View Article

Customer Experience Professionals 200

Customer Experience Professionals Customer Journeys Customer Experience Management Customer Experience 200

InMoment XI

SEPTEMBER 30, 2014

As customer experience professionals, it’s time we realized that we are no longer practicing customer experience management, but rather customer experience enablement. When it comes to the customer journey, we’re just along for the ride. View Article

Customer Experience Professionals 200

Customer Experience Professionals Customer Journeys Customer Experience Management Customer Experience 200

InMoment XI

SEPTEMBER 30, 2014

As customer experience professionals, it’s time we realized that we are no longer practicing customer experience management, but rather customer experience enablement. When it comes to the customer journey, we’re just along for the ride. View Article

Customer Experience Professionals 200

Customer Experience Professionals Customer Journeys Customer Experience Management Customer Experience 200