CX Journey

OCTOBER 6, 2016

Specifically: Early in the book, he states: " Changing the way people think about things, influencing them and seeing what comes out of it gives me great joy." It's a challenge that customer experience professionals face as they attempt to get executive commitment, transform the organization's culture, and more.

Culture 169

Culture Banking Metrics Employee Engagement 169

Experience Investigators by 360Connext

MARCH 9, 2015

Here are some ways you can educate and empower yourself to be the customer experience champion you want to be. There are now zillions of books (that’s a lot) focusing on customer experience. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Customer Experience 110

Customer Experience Chief Customer Officer Customer Experience Professionals Resources 110

PeopleMetrics

APRIL 4, 2017

Mark and co-author John Danner’s excellent book – The Other "F" Word: How Smart Leaders, Teams, and Entrepreneurs Put Failure to Work – is billed as a “…pragmatic guide to exploring the frontier of failure, and improving performance,” and is well worth reading.

Culture 94

Culture Innovation Customer Experience Professionals Customers 94

Michelli Experience

JUNE 26, 2018

Early in my career, I wrote a book about helping children develop humor skills ( Humor, Play and Laughter – Stress-proofing life with your kids ). How and when should we use humor to engage customers? Isn’t it remarkable how things we learn at one point in our life come back to us as welcome gifts later?

Customer Experience 184

Customer Experience Consulting Guidelines Tips 184

Beyond Philosophy

JANUARY 7, 2016

Understanding how customer behavior affects revenue, market share, retention, acquisition, etc., I have written a new book along with Professor Ryan Hamilton, Consumer Psychology, Emory University (coming out in May 2016) where we outline seven imperatives any organization must undertake to improve the Customer Experience.

Employee Engagement 60

Employee Engagement Insurance Exercises Analytics 60

Beyond Philosophy

JANUARY 7, 2016

Understanding how customer behavior affects revenue, market share, retention, acquisition, etc., I have written a new book along with Professor Ryan Hamilton, Consumer Psychology, Emory University (coming out in May 2016) where we outline seven imperatives any organization must undertake to improve the Customer Experience.

Employee Engagement 60

Employee Engagement Insurance Exercises Analytics 60

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. Why we love Sarang: Sarang’s head of Customer Success at Wootric. Why we love Augie: He’s the Sr. Bruce Temkin.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

SurveySensum

JULY 14, 2020

Blake Morgan – Customer Experience Futurist, Keynote Speaker, Author. Industry Leader in customer experience, Blake Morgan is a Keynote Speaker, Author of two books, a Customer Experience Futurist, and a Guest Lecturer at Columbia University. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. Aimee Lucas is an experience management researcher, advisor, trainer, and speaker.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Strativity

AUGUST 5, 2014

They’ve helped many of the world’s largest brands build customer loyalty by accelerating their CX journeys and avoiding many of the pitfalls along the way. Bruce is also the Chair and co-founder of the Customer Experience Professionals Association, a global non-profit organization.

Customer Journeys 40

Customer Journeys Tools Case Study Customer Centricity 40

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. Buy relevant books. How did I invest in my own education? Purchase affordable online courses.

Hospitality 60

Hospitality Study Airlines Culture 60

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. Aimee Lucas is an experience management researcher, advisor, trainer, and speaker.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ClearAction

MARCH 23, 2015

Don't create busy-work for employees for the sake of “engaging” them. Instead, make sure employee engagement contributes to CX excellence in terms of making improvements and using creativity for novel ways to increase mutual value for the company and customers.

Government 48

Government Customer Experience Customer Journeys ROI 48

Qualtrics

JANUARY 2, 2019

His 2018 book Customer Experience Culture in Government includes practical insights from those years. Daryl’s perspective is important because there’s a delicate balance to strike between meeting the needs of customers and operating as a government organization. Daryl’s book puts the highs and lows on paper.

Government 20

Government Customer Experience Chief Customer Officer Transportation 20

Customer Enthusiast

JULY 16, 2015

In your book you mention that 80% of companies claim to provide superior service, while only 8% of customers agree. The people who make this argument assume that it has to be zero-sum: either delight customers or reduce customer effort. Watch the 90-second book trailer. Where are companies missing the mark?

Customer Experience 40

Customer Experience Exceptional Customer Service Social Media Customers 40

Alida

SEPTEMBER 22, 2016

Look forward to reading his book! During the product keynote, Divesh Sisodraker, president and chief product officer at Vision Critical, and Kobi Ofir, chief technology officer at Vision Critical, shared updates on new features in Sparq that will help companies engage more meaningfully with their customers.

Innovation 100

Innovation Marketing Social Media Healthcare 100

ijgolding

SEPTEMBER 29, 2015

As I said in 2014, it will not be long before they have to book Wembley Stadium to hold the hundreds and thousands of professionals who want to recognise the efforts of individuals, teams and companies in delivering better Customer Experiences. Diana did not have a budget for Customer Experience.

Customer Experience 120

Customer Experience Customer Experience Professionals Customer Journeys Customer Centricity 120

Michel Falcon Experience

FEBRUARY 19, 2016

bctt tweet=” If you’re going to have a successful career as a customer experience professional you need a strategy.”] ”] I remember the day when I first recognized that customer experience management would be “my thing.” Step 3: Invest in Yourself.

Call Center 60

Call Center Consulting Customer Experience Net Promoter Score 60

ijgolding

FEBRUARY 23, 2016

Let me give you an example – have you ever interacted with an employee of an organisation who has said something along the lines of: I completely agree with you – I have no idea why we do things this way, but that is how things have always been done!

Customer Experience 120

Customer Experience Customers Engagement Customer Experience Professionals 120

Russel Lolacher

JULY 4, 2022

He is the senior director of customer experience at arise virtual solutions, which is the platform that connects big brands with working from home service providers. But also, I mean, the greatest thing that you came out of it, you read all these books, you did all these projects, this and that. Russel Lolacher. Nate Brown.

Employee Experience 52

Employee Experience Connections Leadership Groups 52

Michel Falcon Experience

OCTOBER 21, 2015

Here is a short list of great customer experience events from around the world. . The IQPC hosts several premium customer experience and customer service events around the world. CXPA is a leading association for customer experience professionals, hosting events for both members and non-members.

Strategy 68

Strategy Customer Experience Net Promoter Score NPS 68

Experience Investigators by 360Connext

FEBRUARY 18, 2020

We've all read 200-page business books and thought "this could've been summed up in two pages." Jeannie Walters is the CEO/Founder of Experience Investigators by 360Connext, a global Customer Experience consulting firm. Rule #3: A good online training isn't any longer than it needs to be.

Course 35

Course Training Customer Journeys Customer Experience 35

ClearAction

FEBRUARY 26, 2015

Notes: Customer Journey Mapping is part of VoC, Customer Insight & Understanding, which is one of the six domains in the body of knowledge advocated by the Customer Experience Professionals Association (CXPA). ClearAction offers a CCXP Exam Prep Course.).

Customer Journeys 48

Customer Journeys Customer Experience ROI Exercises 48

ShepHyken

DECEMBER 15, 2017

This week we feature an article by Keith Schorah who states that in order to deliver an excellent customer experience, you have to know your customers better than ever before, and this begins with your frontline. Employee engagement is crucial for any organization striving to become more customer-centric.

Employee Engagement 120

Employee Engagement Customer Centricity Feedback Analytics 120