Customer Guru

AUGUST 8, 2018

He has extensive experience in retail, wholesale, franchising, and small business and has a strong belief in positive customer experience. She has over 16 years of experience in areas of market research, program management, marketing, instructional design, and training. Aimee Lucas Follow @Aimee_Lucas.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

Customer Bliss

APRIL 25, 2017

Last week, I wrote a blog post about the employee experience side of the United incident. Diane is currently CEO of the Customer Experience Professionals Association. Prior to that, she held high-ranking, customer-facing roles at AT&T and Sysco. Their earnings are dropping. About Diane.

Airlines 128

Airlines Customer Experience Professionals Course Connections 128

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. Every employee matters; every employee contributes.

Customer Experience 80

Customer Experience Customer Experience Professionals Consulting Call Center 80

Horizon CX

OCTOBER 2, 2023

The Frontline Experience Gap – Competence, Supervision, and Data by Scott Gilbey “I help identify customer and employee experience gaps that adversely impact the frontline. Experience improves and so does P&L. Speaking of KPIs, let’s turn to the third experience gap dimension – Data.

Net Promoter Score 130

Net Promoter Score Survey System Retail 130

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. Comm100 Kaye's Blog Kaye's LinkedIn. Back to CX Accelerator Blog.

Tips 208

Tips Customer Centricity Strategy Social Media 208

Innovative CX

FEBRUARY 26, 2019

As we know all functions have some role in the end-to-end customer experience. There is one function that plays an important role in managing the customer’s journey in organizations, that of the customer experience professional. As professionals we are passionate about our roles and responsibilities.

CEM 40

CEM Customer Experience Professionals Course ROI 40

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. Comm100 Kaye's Blog Kaye's LinkedIn. Back to CX Accelerator Blog.

Tips 182

Tips Customer Centricity Strategy Social Media 182

Confirmit

SEPTEMBER 5, 2017

As a Customer Experience professional, do you find yourself struggling to show real results and tangible business outcomes? After roughly twenty years as a discrete discipline, Customer Experience (CX) is still a difficult career in which to demonstrate business value.

Customer Experience 49

Customer Experience Customer Experience Professionals Innovation Customers 49

CX Journey

OCTOBER 5, 2015

Speaking of organization-wide commitment, need some ideas for getting employee buy-in , too? Here's a post I wrote on that topic: Getting Employee Buy -In for Your #CX Transformation (By the way, I haven't forgotten about the importan ce of the employee experi ence in this equation. From everyone. See more at: [link].

e-support 80

e-support Leadership Government ROI 80

Customer Guru

AUGUST 21, 2018

The CXPA Board of Directors member has expertise in ’embedding customer experience DNA in company culture’ – she has successfully led company-wide customer experience at Applied Materials. Its original version was the cornerstone of the 2012 book “Outside In: The Power of Putting Customers at the Center of Your Business.”

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

CX Journey

MARCH 12, 2015

But both areas are essential for the customer experience professional and for organizational leadership. By managing a customer-centric culture that supports engaged employees, you can transform your organization into one that truly puts customers at its heart. Particularly their alignment.)

Culture 80

Culture Engagement Employee Engagement Customer Centricity 80

CX Journey

JANUARY 2, 2019

I shared 58 blog posts (that includes a few posts from guest authors) in 2018; here are the top eight (because 18 would be way too many!) Traditionally, customer experience professionals are thought to have no budget. It 's fun to see what was interesting for you - my audience - to read in 2018. This is true.

Employee Engagement 94

Employee Engagement ROI Metrics Omni-Channel 94

Russel Lolacher

JULY 4, 2022

In this episode of Relationships at Work, Russel chats with co-founder of the CX Accelerator and speaker Nate Brown on how to build build community to benefit your employee experience in your industry. So it was a really bad employee experience. Connect with Nate on his platforms: Linkedin. CX Accelerator. Hello, sir.

Employee Experience 52

Employee Experience Connections Leadership Groups 52

Qualtrics

MARCH 29, 2019

federal government agencies, our team is always working with clients and partners on fascinating, newly emerging issues that impact the business, customer, and employee experience parts of federal government agencies. Three Quick Blog Posts. With more than 100 clients at 60+ U.S. Here’s a link to that replay.

Government 36

Government Resources Customer Experience Video 36

Wootric CX Blog

FEBRUARY 14, 2019

These authors, speakers, thought-leaders and dedicated customer experience professionals have all helped contribute to the widespread adoption of CX, not just as a strategy, but as a higher goal. For useful insights on CX, read his blog, Experience Matters. Why we love Augie: He’s the Sr. Bruce Temkin.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

CX Journey

OCTOBER 18, 2017

It was published on t heir blog on April 24, 2017. When you think of the phrase "inside out" relative to the customer experience, you probably cringe. This is not a phrase that customer experience professionals take lightly. Image courtesy of Pixabay I originally wrote today's post for CallidusCloudCX.

Customer Experience 114

Customer Experience Customer Journeys Policies Training 114

Beyond Philosophy

JANUARY 7, 2016

In 2016, more organizations will now embrace the subconscious and psychological experience, thus embracing Behavioral Economics. One of the key outputs of any employee engagement program is an improvement in the Customer Experience. Merge your employee engagement and customer experience program together.

Employee Engagement 60

Employee Engagement Insurance Exercises Analytics 60

Beyond Philosophy

JANUARY 7, 2016

In 2016, more organizations will now embrace the subconscious and psychological experience, thus embracing Behavioral Economics. One of the key outputs of any employee engagement program is an improvement in the Customer Experience. Merge your employee engagement and customer experience program together.

Employee Engagement 60

Employee Engagement Insurance Exercises Analytics 60

Oracle

JUNE 3, 2020

Build a blog or create a how-to video for YouTube and work on the experience. When you marry these skills with a strong business and financial acumen, you have a recipe for a CX professional capable of identifying and solving real business problems which will lead to better — and more profitable — customer experiences.”

Tips 40

Tips Course Analytics Customer Experience Professionals 40

Storyminers

JULY 6, 2020

A third-generation entrepreneur with extensive experience in retail, wholesale, franchising, and small business, Adam understands the impact that customer experience can have on the bottom line. He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. Annette Franz.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

A third-generation entrepreneur with extensive experience in retail, wholesale, franchising, and small business, Adam understands the impact that customer experience can have on the bottom line. He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. Annette Franz.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SmartKarrot

DECEMBER 2, 2020

Today, in this blog we will discuss about such remarkable women who have carved their own stamp in their respective areas of expertise. Being a thought leader in the space, her exceptional content is mostly fueled by real-life experiences. Sue Nabeth Moore, Customer Success Leader.

Customer Success 17

Customer Success Customer Journeys Contact Center Leadership 17

Qualtrics

MARCH 19, 2019

That’s known as “ shadow IT ,” when employees use survey platforms that haven’t been screened by a company’s IT team. Shadow IT makes it easier for hackers to steal your agency’s data, as explained by Qualtrics’ head of security operations in this blog post. Governance: get control, improve data quality. Watch Webinar.

Feedback 22

Feedback Government Survey Data 22

SurveySensum

JULY 14, 2020

Adam Toporek is an internationally-recognized Customer Experience Expert, Keynote Speaker, and Customer Service Trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. LinkedIn : [link]. Website : [link]. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Lumoa

APRIL 24, 2018

Jeanne Bliss Customer Experience Practitioner & Pioneer, Keynote Speaker and Author. blog linkedin twitter Why? "I Companies need to employ multiple sources of information to tell the story of customers lives. Blake Morgan Customer Experience Futurist, Speaker and Author. blog linkedin twitter Why?

System 338

System Effort Score NPS Net Promoter Score 338

ECXO

DECEMBER 26, 2023

Whether it’s giving a presentation, writing documentation, or creating a website or blog, we need and want to share our knowledge with other people. According to Tiffani Bova, this siloed focus on customer experience – without considering the impact on your staff – actually hinders growth in the long run. Here is the link.

Case Study 52

Case Study Customer Centricity Social Media Competitive Advantage 52

Russel Lolacher

OCTOBER 10, 2022

In this episode of Relationships at Work, Russel chats with author and employee experience leader Stacy Sherman on the latest employee experience workforce trends your organization needs to watch and plan for in the years ahead. DoingCXRight Website – Contact , Podcast , Blog , Mentorship. WORKING FROM HOME.

Trends 52

Trends Net Promoter Score Leadership Employee Experience 52

Talkdesk

MAY 23, 2019

So I started writing about stuff, started writing on my blog that is, and then started writing about stuff. Started writing the blog, that got quite popular, added a podcast, self published a book in 2010, got approached by Forbes to write a column for them about six years ago. Just general stuff to start with.

Customer Experience 8

Customer Experience Groups Customer Experience Professionals Training 8