ijgolding

JUNE 9, 2015

If you have followed my writing for a while, you will be very much aware that I am very proud and passionate Customer Experience Professional (CXP). One of a growing number of ‘specialists’ in the newly recognised professional field, this group of skilled, experienced practitioners is growing in number on a weekly basis.

Customer Experience Professionals 120

Customer Experience Professionals Leadership Customer Experience Effort Score 120

Experience Matters

DECEMBER 15, 2015

In the upcoming year, CX will continue to grow in importance for companies and an even larger number of organizations will begin their CX journeys. Companies have started to use versions of an “effort” score as a key CX metric, because it provides a good mechanism for identifying areas of improvement. Effort Metric Expanding.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

Customers That Stick

OCTOBER 6, 2014

CX Day is created by the Customer Experience Professional’s Association (CXPA), to which I belong. Company Events touching 24,000+ employees. Here is a sample of the topics being covered: Linking CX Strategy to Corporate Strategy & Brand Values (Google hangout).

Customer Experience Professionals 123

Customer Experience Professionals Brand Values Strategy Communication 123

ijgolding

MARCH 20, 2018

Today I am absolutely delighted to share my interview with passionate Customer Experience Professional, Kathy van de Laar – enjoy… Ian. We’re a small company specialised in customer insights, CX consulting and training/change management. For a lot of companies, it’s still just lip service.

Customer Journeys 152

Customer Journeys Culture Customer Centricity Contact Center 152

Natalie Petouhof

JULY 18, 2015

In Ray Wang’s book: Disrupting Digital Business: Create An Authentic Experience in A Peer-to-Peer Economy says Digital Darwinism is not kind to those who wait to understand the transformation and choices business have to make, and make now. My POV: Reddit has to decide what is going to drive their company.

Fashion 40

Fashion Guidelines Brands Policies 40

Qualtrics

JANUARY 22, 2021

Bruce became so popular in the customer experience space that he and his wife Karen started their own business, Temkin Group, which became a highly respected research and advisory company. Bruce and Karen had met in business school and married a year later. The Qualtrics XM Institute was born with Bruce and Karen at the helm.

Customer Connectedness 26

Customer Connectedness Customer Journeys Employee Engagement Leadership 26

ijgolding

MAY 5, 2017

But it really is by no means the only driver, particularly when recruiting for Customer Experience professionals. A bad recruitment experience with a company can lose you that customer, who may then tell others about their experience – a negative customer experience initiative!

Brands 144

Brands Customer Journeys Brand Values Airlines 144