Experience Investigators by 360Connext

MARCH 24, 2015

I’m speaking at the Next Generation Customer Experience conference in San Diego this week, but today I got to be an attendee and participate in some great conversations about customer experience. There were sessions on co-creating with customers, social media, and customer journey mapping. Stay tuned!

Customer Journeys 110

Customer Journeys Customer Experience Conference Social Media 110

Experience Investigators by 360Connext

MAY 17, 2018

The Customer Experience Professionals Association (CXPA) 2018 Insight Exchange offered CX experts and professionals of all kinds, various titles and comfort levels a few days to learn, connect and get inspired. Leadership is starting to catch up, but their understanding of CX varies greatly! It’s inspiring!

Leadership 161

Leadership Culture Customer Experience Professionals Customer Centricity 161

ijgolding

OCTOBER 3, 2016

As I continue to develop my Customer Experience Specialism around the globe, a number of questions are continually raised by the people I meet. How many customer segments should we have? Should we have a Chief Customer Officer. Customer journey maps of all shapes and sizes are adorning many a conference room wall.

Customer Centricity 263

Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

Customer Guru

AUGUST 8, 2018

Customer experience (CX) is the relationship of a customer with a business at all touchpoints during the period of the customer journey. It is widely said that customer experience is the next battleground for organizations. Adam is a globally recognized expert on customer experience.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

Experience Matters

DECEMBER 15, 2015

We agree and believe that customer experience is a reflection an organization’s culture and operating processes. Customer Journey Designing. Customer journey mapping has become one of the most popular CX tools as it helps provide a customer-oriented viewpoint. See the 2015 Temkin Effort Ratings.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

Chattermill

JULY 15, 2018

The Best Customer Experience (CX) Events You Can Still Go To This Year. Customer Experience. Conferences. The best customer experience events you can still go to in 2018. Customer Experience Innovation & Tech Fest. Customer Spark and Executive Summit. That’s a win-win.

Customer Experience 40

Customer Experience Conference B2B Innovation 40

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Bold360

JANUARY 19, 2017

Customer service has never been more important. Businesses are beginning to understand that customer experience is the difference between social media shares and bad publicity, between creating brand ambassadors or handing over the profits to your competition. He specializes in customer experience, loyalty and engagement.

Customer Experience 40

Customer Experience Self Service Consulting Social Media 40

Pretium Solutions

JULY 4, 2012

It was an excellent conference with well over 100 customer experience professionals in attendance. The presentations about creating the right customer experience culture and programs were refreshing and insightful. The journey toward becoming a customer-centric organization is not an easy one.

Customer Experience 49

Customer Experience Customer Centricity Conference Call Center 49

Beyond Philosophy

OCTOBER 25, 2019

As a certified Customer Experience Professional, he helps organizations and leadership change to improve their experience for their team members and customers. Dr. Michelli says he writes about brands that take care of their people and customers in a way that differentiates them in the marketplace.

Hotels 104

Hotels Travel Hospitality Consulting 104

Pretium Solutions

JULY 4, 2012

It was an excellent conference with well over 100 customer experience professionals in attendance. The presentations about creating the right customer experience culture and programs were refreshing and insightful. The journey toward becoming a customer-centric organization is not an easy one.

Customer Experience 40

Customer Experience Customer Centricity Conference Call Center 40

Pretium Solutions

JULY 4, 2012

It was an excellent conference with well over 100 customer experience professionals in attendance. The presentations about creating the right customer experience culture and programs were refreshing and insightful. The journey toward becoming a customer-centric organization is not an easy one.

Customer Experience 40

Customer Experience Customer Centricity Conference Call Center 40

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ClearAction

MARCH 22, 2024

CX is a Team Sport: 2 Surprising Views Lynn Hunsaker CX is a Team Sport was the CX Day 1 theme in 2021, celebrating the 10th anniversary of the Customer Experience Professionals Association. Camaraderie within the Customer Service (or Success) department is another way CX is a Team Sport. ” Why? ” (silos!)

Sports 62

Sports Chief Customer Officer Conference Customer Centricity 62

Kustomer

APRIL 23, 2020

Listen and subscribe to our podcast: Mary Drummond, CMO of Worthix, a specialist at improving customer experiences, joins Gabe Larsen on the Customer Service Secrets podcast to discuss the fundamental elements of building beneficial relationships between companies and customers. Starting With The Customer’s Needs.

Customer Satisfaction 52

Customer Satisfaction Customers Innovation Customer Service 52

Natalie Petouhof

JANUARY 19, 2016

BTW the Waldorf Astoria has great customer service!!!). B2B Customer Experience: How does an application consume all this data – from service, sales, marketing, mobile… to result in a business outcome? Customer Success Management: What some of the conversation today reminds me of customer success management.

Trends 40

Trends Software B2B B2C 40

Thematic

MAY 22, 2019

Earlier this month I attended the CXPA conference in Salt Lake City. CXPA or the Customer Experience Professionals Association is an organisation dedicated to cultivating the CX profession. I hope the learnings I took away from the conference will help you when it comes to building your own CX team. Check them out.

Exercises 97

Exercises ROI Conference Video 97

Russel Lolacher

OCTOBER 10, 2022

What is missing the mark for EX leadership and HR right now. She’s the Vice President of Marketing agent and customer experience at live ops Inc, founder and host of the doing CX right podcast. Let’s call this customer experience Professionals Association. BBC article. PLAY AND SUBSCRIBE.

Trends 52

Trends Net Promoter Score Leadership Employee Experience 52

COPC

MARCH 28, 2017

The 2016 Corporate Edition of the Customer Experience Management Benchmark (CXMB) Series was recently released at the Execs In The Know Customer Response Summit held in Las Vegas in February. Only 15% of companies monitor the entire customer experience. The 86-page report developed by COPC Inc.

Survey 40

Survey Customer Experience Social Media Measurement 40

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. And I think he’s going to add a very interesting perspective to how we can sort of engage and connect with others to improve the employee experience.

Employee Experience 52

Employee Experience Connections Leadership Groups 52

Thematic

AUGUST 7, 2018

Recently we spoke to Customer Experience (CX) legend Maurice Fitzgerald, the former VP of Customer Experience at HP, author of 4 books on the subject of customer experience strategy and Net Promoter Score, and global keynote speaker. Best books on customer experience? It just shuts down.

Customer Experience 48

Customer Experience Net Promoter Score How To Infographics 48