CX Accelerator

NOVEMBER 11, 2022

One of the most important things a good journey map can do is connect the employees of an organization to the customer. It helps everyone, even those who are not in a direct customer-facing role, to know their impact on the overall customer journey and connects critical dots. Back To CX Accelerator Blog

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

Experience Investigators by 360Connext

OCTOBER 2, 2014

This Best of 360Connext post was part of the Customer Experience Professionals Association’s 2013 Customer Experience Day celebration. What’s the value of customer experience? Investing in not just acquiring customers, but keeping them long-term, can pay off in huge dividends.

Customer Experience 297

Customer Experience Social Media Customer Experience Professionals Consulting 297

TechSee

JUNE 16, 2022

Jim has been instrumental in setting up services for the customers needing quick and apt solutions for their daily customer experience needs. Jeff is truly obsessed with customer service. As an author, consultant, and trainer, he helps organizations develop customer-focused cultures. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Michelli Experience

JUNE 26, 2018

Humor and Customer Experience. Recently, while consulting for a customer experience client, I had someone ask me how to coach a front-line service professional not to use humor as a weapon against customers. How and when should we use humor to engage customers? Michelli, Ph.D.

Customer Experience 184

Customer Experience Consulting Guidelines Tips 184

Experience Investigators by 360Connext

SEPTEMBER 27, 2017

Understanding how a customer feels means really listening to them, observing their behavior and connecting emotionally. That means trusting what one customer is telling you or using an anecdote to tell a story. ” Customers don’t care about your industry, or your org chart, or your logistical limitations.

Trends 244

Trends Net Promoter Score Effort Score Banking 244

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

APRIL 23, 2018

You’ll get a first-hand look at how powerful story is in creating an experience from a physical/environmental perspective from her. From me , you’ll get a better framework for shaping your own story so that it connects with your audience and earns action. Light fare will be provided at no additional cost.

Retail 100

Retail Consulting Customer Experience Professionals Meeting 100

Experience Matters

NOVEMBER 24, 2014

I attended last night’s Oklahoma City Thunder game to participate in a ceremony awarding the NBA team’s partners with a CX Innovation Award from the Customer Experience Professionals Association ( CXPA.org ). Actually, the Thunder won the award for its fan experience efforts. C reate connections. The acronym CLICK!

Sports 308

Sports Customer Experience Professionals Survey Consulting 308

Comm100

MARCH 8, 2017

We have compiled the following list of customer service experts so that you don’t have to. By connecting on Twitter with the experts listed below, you will ensure that you’re getting your daily dose of tools, tips, and advice on customer service from the experts who have been there, done that, and have plenty to say on the matter.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Beyond Philosophy

MARCH 19, 2020

Moreover, Forrester said that one in four people in the Customer Experience industry would lose their jobs this year. We realized that we needed to make a more reliable connection between how having a customer-centric culture that puts the customers’ needs first leads to customer-driven growth.

Trends 191

Trends Net Promoter Score Effort Score ROI 191

Experience Investigators by 360Connext

OCTOBER 6, 2014

This post is part of the Customer Experience Professionals Association’s 2014 Blog Carnival. It is part of a broader celebration of Customer Experience Day. . 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

BlueOcean

OCTOBER 8, 2021

Removing pain points FIRST, is far more valuable than trying to delight customers. This shift has led to the advent of the Customer Service Officer, a role that didn’t even exist just a short time ago. spent years planning the roll out of smart meters to their customer base. The water utility company, based in the U.K.,

Customer Experience 177

Customer Experience Contact Center Culture Study 177

SurveySensum

JULY 14, 2020

He is the author of ‘Be Your Customer’s Hero’, the founder of the popular Customers That Stick® blog, the Co-Host of the Crack the Customer Code podcast, and the creator of multiple virtual training courses on customer service and experience. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Oracle

MARCH 1, 2021

Today, women in CX are driving innovation, rethinking what the customer experience means, and bringing these insights to new industries and audiences adapting to today’s fast-changing landscape. Researchers are helping us understand how customer experience interactions shape brand-customer relationships.

Technology 81

Technology Advertising Customer Experience Professionals Innovation 81

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.”

Call Center 60

Call Center Consulting Customer Experience Net Promoter Score 60

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. Those leading the digital charge must connect to CX leaders who can collaborate with them.

Leadership 161

Leadership Culture Customer Experience Professionals Customer Centricity 161

Experience Investigators by 360Connext

MARCH 9, 2015

I’ve seen plenty of Marketing, HR and Technology leaders who have made astounding improvements in the experiences they create for customers. Customer focused organizations smoke the competition. 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

Maru/HUB

JANUARY 17, 2018

Today’s Customer Experience analytics programmes are substantial investments to businesses and therefore demand ROI. 72% of major organisations are already reporting their customer satisfaction at board-level. Statistics tell us that even small improvements in customer experience lead to substantial financial returns.

Customer Experience 106

Customer Experience CEM Omni-Channel ROI 106

Lumoa

JANUARY 9, 2018

What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018?? Read the full answers: Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution. With rising customer expectations, good service is no longer good enough.

Customer Experience 354

Customer Experience Competitive Advantage Omni-Channel Culture 354

Vonage

SEPTEMBER 5, 2016

The whitepaper “Why Silos Damage Customer Experience” , from Amy Scott, Director of Sedulous Consulting, looks at the impact silo mentality is having on customer experience. The final step is to get senior management more connected to the reality of the business. Silo Mentality: the Facts.

Customer Experience 120

Customer Experience Infographics Customer Experience Professionals Poor Customer Service 120

Oracle

MARCH 11, 2020

Today, women in CX are driving innovation, rethinking what the customer experience means, and bringing these insights to new industries and audiences. It's not customer experience; it's really the whole ecosystem of your organization, and are you united? Connect with Bodine and follow her latest work on Twitter.

Customer Journeys 83

Customer Journeys Technology Chief Customer Officer Video 83

Experience Investigators by 360Connext

MAY 24, 2017

Because the magic of a great customer experience is tied directly to our emotional connection to a brand. Being treated well just once may win us over as a customer, and the second time may wow us. You must have a customer experience mission and know EXACTLY what kind of experience to deliver.

Hotels 125

Hotels Infographics Loyalty Programs Customer Journeys 125

GetFeedback

DECEMBER 2, 2019

Your customers are expecting you to react to their wishes. In the latest “State of the Connected Customer” research by Salesforce , 62% of customers now expect companies to adapt based on their actions and behaviors. Jeannie Walters, CCXP, CEO, Experience Investigators by 360Connext . About the guest author .

ROI 195

ROI Customer Satisfaction How To Effort Score 195

Experience Investigators by 360Connext

JULY 24, 2015

Thanks to a gathering of some Chicago Customer Experience Professional Association members and guests recently, my brain swirled with what could be next for customer experience. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Net Promoter Score 110

Net Promoter Score Effort Score Metrics Comparison 110

Totango

MARCH 8, 2022

Participants can ask questions of the community, connect with peers or submit events for possible promotion. CSM Practice is a CS consulting firm that serves technology and services organizations. Their forum is geared toward both customer success and customer experience professionals. CSM Practice.

Customer Success 115

Customer Success Guidelines Social Media Tips 115

Kustomer

NOVEMBER 9, 2023

At Kustomer, we believe that understanding, embracing, and harnessing the power of AI in CX is not just a necessity—it’s the key to revolutionizing the way we connect with customers. Jess is also known for hosting the Oopsie Podcast, where she delves into real stories of customer experience professionals.

Innovation 52

Innovation Customer Experience Professionals e-support Industry 52

CX University

SEPTEMBER 28, 2021

This article was originally published on nation.africa by Lucy Kiruthu, Management Consultant. For the last three decades, businesses worldwide have set the period aside to rejuvenate their customer service. Customers are happy because of positive experiences. Connect via Twitter @KiruthuLucy. See you next week!

Customer Service 52

Customer Service Roadmap Consulting Customer Experience Professionals 52

Experience Investigators by 360Connext

JUNE 17, 2015

I’m a Certified Customer Experience Professional (CCXP) and I’ll be sharing some of my best tips in our next webinar. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. Want to get a head start and learn some expert tips? Join me for free !

Customer Experience 110

Customer Experience Social Media Employee Engagement Metrics 110

Experience Investigators by 360Connext

MARCH 24, 2015

It’s critical to think like a human and understand the human connection as part of the customer experience! I am so thankful to hear about more than data and be surrounded by so many dedicated customer experience professionals. Stay tuned! Who knows what the future will bring?

Customer Journeys 110

Customer Journeys Customer Experience Conference Social Media 110

Lumoa

APRIL 24, 2018

We have received 31 answers from 31 recognised thought leaders, consultants and great doers from all over the world across industries. If they are not doing a good job they can quickly fix the situation with the customer." Ian Golding Global Customer Experience Specialist and Certified Customer Experience Professional.

System 338

System Effort Score NPS Net Promoter Score 338

Experience Matters

DECEMBER 15, 2015

Organizations will rethink their offerings and operating processes, baking in assumptions that customers and employees are continuously connected. As companies get comfortable using text analytics and collecting customer insights from unstructured data, they often focus on their largest interaction dataset: contact center calls.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

Beyond Philosophy

MAY 26, 2022

Dommer’s research suggests that whether you connect the work savings with the personal spending depends on whether you wear both the self-employed worker and the parental hats or wear them one at a time. Practically speaking, there are a few implications Dommer’s research has on experiences. Subscribe today right here.

Customer Experience Professionals 78

Customer Experience Professionals Examples Groups Exercises 78

PeopleMetrics

DECEMBER 27, 2019

No matter how talented you are as a customer experience professional , you need a team to create a world-class VoC program. They can also tell you how long someone has been a customer, how much they pay for service each month, and their billing trend over time. The Information Technology (IT) Department.

CEM 82

CEM Telecommunications Software Analytics 82

Beyond Philosophy

JANUARY 12, 2022

Goebel comes to us with nearly 20 years’ experience with enterprise software and a career of product management, sales engineering, and product marketing. Goebel describes himself as a technology solution evangelist with a passion for leveraging the potential for connecting the physical product world with the internet.

Contact Center 78

Contact Center Connections Competitive Advantage Technology 78

Experience Investigators by 360Connext

JUNE 1, 2017

It’s only been in the last decade that we’ve seen any companies take the time to proactively think about a customer’s journey, and only within the last 5 years or so we’ve seen a steady expansion of those with “experience” or “customer” in their titles at the upper tiers of management.

Net Promoter Score 165

Net Promoter Score Effort Score Innovation Culture 165

Customer Bliss

JULY 4, 2017

He leads the Client Experience Leadership Council, a cross functional team of senior leaders who design, build, and implement strategies to deliver remarkable client experiences for clients consistently. As the key strategic initiative, the client experience drives sustainable growth across all of Sandy Spring’s business units.

Banking 143

Banking Leadership Net Promoter Score Customer Journeys 143