Oracle

MARCH 11, 2020

Female pioneers in CX technology have been shaping the field since the earliest days and continue to create change and exciting new experiences, technology, and ideas. Today, women in CX are driving innovation, rethinking what the customer experience means, and bringing these insights to new industries and audiences.

Customer Journeys 83

Customer Journeys Technology Chief Customer Officer Video 83

GetFeedback

JULY 19, 2019

Your customers are following their own customer journeys, not necessarily the processes you created for them. To know what to measure, it’s important to understand the actual customer. This means knowing where there may be friction in the journey, and how to ask about that to get the best results.

Customer Journeys 230

Customer Journeys Effort Score Net Promoter Score How To 230

Chattermill

MAY 12, 2019

Top 20 Books Every Customer Experience Professional Needs to Read Now. Customer Experience. We’ve also picked up a ton of insights by making our way through lots of books written by Customer Experience Guru's. Customer Experience Books. by Sam Frampton. on 13 May 2019.

Customer Experience Professionals 56

Customer Experience Professionals Customer Experience Hotels Net Promoter Score 56

TechSee

AUGUST 14, 2023

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience and customer service. At CX arise, he helps organizations accelerate their CX transformation, improving the lives of customers, employees, and partners through great experiences.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

GetFeedback

DECEMBER 2, 2019

Are you offering them experiences that earn those higher feelings of satisfaction and delight or are the scores so incredibly consistent they don’t really enlighten you with how your customers are feeling? Your employees will also start seeing what customers like and don’t like. Have you ever experienced that as a customer?

ROI 195

ROI Customer Satisfaction How To Effort Score 195

Experience Investigators by 360Connext

SEPTEMBER 27, 2017

Those with or without customer experience in their titles are considering how their daily work impacts the customer journey. As a result, the ways we measure, analyze and improve the experience are becoming more and more sophisticated. Are you following these 5 critical customer experience trends?

Trends 244

Trends Net Promoter Score Effort Score Banking 244

Alida

SEPTEMBER 22, 2016

Earlier this week, more than 400 professionals in marketing, customer experience, innovation and research gathered in Chicago for the 2016 Customer Intelligence Summit. The two-day annual conference featured keynotes and presentations by some of the world’s leading customer-centric brands.

Innovation 100

Innovation Marketing Social Media Healthcare 100

Customer Bliss

JULY 4, 2017

Mark Slatin is the Director of Client Experience for Sandy Spring Bank. They won CX Innovation Awards in both 2015 and 2016, so he seemed like a great person to bring on and discuss what he’s doing with his team — and how/why. This helped them win the 2016 CX Innovation award. (I Episode Overview. About Mark.

Banking 143

Banking Leadership Net Promoter Score Customer Journeys 143

ijgolding

AUGUST 1, 2016

Customer personas; buyer personas; call them what you will – businesses (notably marketing functions within them) have been creating and using this visual and descriptive method to ‘bring customers to life’ for many years. The world of Customer Experience is at risk of following the same rocky road. Things they Value.

Customer Journeys 120

Customer Journeys Customer Experience Professionals Tools Customers 120

Lumoa

JANUARY 9, 2018

Much of the improvement has been driven by advancements in product innovation and digital technology. HOWEVER, I also argue that despite that, too many consumers continue to endure ‘random’ or ‘unexpected’ experiences as a result of the inconsistent delivery of the end-to-end customer journey.

Customer Experience 354

Customer Experience Competitive Advantage Omni-Channel Culture 354

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. Customers today expect more than ever before. (Did you notice our featured blog post image was created by AI?)

Innovation 52

Innovation Customer Experience Professionals e-support Industry 52

Confirmit

APRIL 15, 2019

Ecore’s Voice of the Customer program measures and monitors the customer experience at many stages of the customer journey. It also delivers customer insights that are used by stakeholders all over the business to drive decision-making. Jeanette is driven to make Ecores’ customers lives better.

Customer Journeys 40

Customer Journeys Customer Experience B2C Roadmap 40

ijgolding

FEBRUARY 12, 2018

I have been in fantastic strategy roles, in great organisations and working with some excellent visionary people – all focused on the future and the development of radically innovative brand strategies, which we believed would disrupt the sector and build new sustainable competitive advantage and business value.

Strategy 132

Strategy Customer Experience Advertising Competitive Advantage 132

Oracle

MARCH 7, 2019

I often remind people the acronym “CX” was little-known until Bruce Temkin and Jeanne Bliss co-founded the Customer Experience Professionals Association in 2011. “Customer experience” across the organization wasn’t a clear business initiative or concern. CX: The Past. CX: The Present.

e-support 103

e-support Customer Centricity Customer Journeys Technology 103

Experience Investigators by 360Connext

OCTOBER 5, 2021

What Does a Customer Experience Professional Do? Customer experience professionals have many different titles and many different job descriptions. There are CX leaders who focus primarily on customer insights, like Voice of the Customer programs. But it’s not the only way.

Customer Journeys 367

Customer Journeys Social Media Contact Center How To 367

CX Journey

OCTOBER 18, 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. The customer's needs and perspectives aren't considered in this type of thinking. It was published on t heir blog on April 24, 2017.

Customer Experience 114

Customer Experience Customer Journeys Policies Training 114

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. She was tapped to look after the customer experience as a whole as company growth accelerated. Angus Yang. Bruce Temkin.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

Thematic

JUNE 28, 2023

I chose the following: Then, I asked for five examples of how LLMs will affect the work of customer experience professionals. LLMs for personalized experiences on tap: This has potential, but I’m not convinced the technology is there yet. Here are the answers: 1. How will we handle chatbot limitations?

Customer Experience 62

Customer Experience Chatbots Social Media Training 62

ijgolding

JUNE 16, 2015

Having held the role of Chief Customer Officer, reporting to the Presidents of Lands’ End, Mazda, Coldwell Banker, Allstate and Microsoft, Jeanne wrote Chief Customer Officer: Getting Past Lip Service to Passionate Action as the book she wishes she had on her desk when she was on her journey as a Customer Zealot.

Chief Customer Officer 120

Chief Customer Officer How To Leadership Customer Experience Professionals 120

ijgolding

MAY 25, 2015

The ever increasing demands and expectations of consumers combined with the amazing innovative advancement of tech manufacturing giants has turned the business world on it’s head. Conclusion – organisations in the technology space must focus on improving the end to end customer experience… 3.

Customer Experience 120

Customer Experience Customer Centricity Customer Experience Professionals Customers 120

Second to None

SEPTEMBER 23, 2019

Most customer experience professionals are familiar with the omnichannel strategy ; one which strives to create a fluid experience across all channels and platforms by utilizing centralized customer data and tracking previous interactions. Simplicity . What is the Difference? Using the Strengths of Both.

Omni-Channel 76

Omni-Channel Customer Centricity Brands Strategy 76

ijgolding

SEPTEMBER 21, 2015

That is why I also advise people that I am a Customer Experience ‘Specialist’ – not an ‘expert’ – as I believe that anyone who champions a profession should be continually developing their specialism. Continuous professional development never ends!!

Brands 120

Brands Customer Experience Chief Customer Officer Case Study 120

Lumoa

OCTOBER 31, 2018

Much of the improvement has been driven by advancements in product innovation and digital technology. HOWEVER, I also argue that despite that, too many consumers continue to endure ‘random’ or ‘unexpected’ experiences as a result of the inconsistent delivery of the end-to-end customer journey.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Chattermill

JULY 15, 2018

Customer Experience Innovation & Tech Fest. The Customer Experience Innovation and Tech Fest is all about the latest technologies and how they can help your business in the increasingly competitive world of attracting and keeping customers. There’s a theme to many of 2018’s CX events: Innovation.

Customer Experience 40

Customer Experience Conference B2B Innovation 40

ClearAction

OCTOBER 2, 2017

Customer Experience Professionals’ Essential Toolkit optimizecx. Customer experience tools are just as important to success as a carpenter’s tools are. Likewise, customer experience professionals need to master basic customer experience tools to get the job done.

Customer Experience Professionals 78

Customer Experience Professionals Customer Experience Customer Journeys Analysis 78

Customer Bliss

MARCH 30, 2017

A look inside the Wendy’s customer experience lab outside of Columbus, OH. When Wendy’s did their customer experience lab, they staffed it with engineers, customer experience professionals, and user experience professionals. The yin and yang of customer experience labs.

Customer Experience 100

Customer Experience Banking Net Promoter Score Call Center 100

Pointillist

MAY 23, 2018

More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. Three Primary Capabilities of the Best Customer Journey Analytics Platforms.

Customer Journeys 90

Customer Journeys Analytics How To Touchpoint 90

Storyminers

JULY 6, 2020

He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. In addition to his customer experience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation. Annette Franz is the founder and CEO of CX Journey Inc.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

SmartKarrot

DECEMBER 2, 2020

Catherine Blackmore, GVP, Customer Success, Oracle Marketing Cloud. Catherine Blackmore is said to be the powerhouse in the CS space and innovation. With her glittering career spanning over two decades, her involvement in running world-class customer success strategies is something to remember. Source: Pexels.

Customer Success 17

Customer Success Customer Journeys Contact Center Leadership 17

Storyminers

JULY 6, 2020

He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. In addition to his customer experience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation. Annette Franz is the founder and CEO of CX Journey Inc.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SurveySensum

JULY 14, 2020

Head of Customer Experience for UL EHS, Co-Founder of CX Accelerator, and CEO of Officium Labs, Nate Brown is an ICMI Top 50 Thought Leader. He is a Customer Experience Blogger and Speaker and offers expertise in customer journey mapping, a voice of the customer programs, survey process and analysis, employee engagement, and others.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

SmartKarrot

MARCH 8, 2022

Her diverse yet unique skills include customer life cycle optimization from pre-sales. In the revenue-centric SaaS world, Amarachi strives to provide customers with the highest value at every step of their customer journey. Annette Franz is the Founder and CEO of CX Journey Inc. Anika Zubair. Annette Franz.

Customer Success 21

Customer Success Customer Journeys Chief Customer Officer Customer Centricity 21

Kustomer

APRIL 23, 2020

In order to create these experiences, one of the best starting points is by going through the process of identifying the customer’s needs and expectations. While the advancement of innovation and technology are continually changing the ways in which expectations are expressed, many of the fundamental needs remain the same.

Customer Satisfaction 52

Customer Satisfaction Customers Innovation Customer Service 52

ECXO

DECEMBER 26, 2023

The Digital Seeker: A Guide for Digital Teams to Build Winning Experiences by Raj K. This book invites you on a revelatory journey, seeing the world through the eyes of genuine customers. Eschewing complex journey mapping, we zero in on the authentic human experience. Here is the link.

Case Study 52

Case Study Customer Centricity Social Media Competitive Advantage 52

SurveySparrow

OCTOBER 25, 2019

For surveys that can add chutzpah to your business communication, SurveySparrow is one of the best online survey tools that comes with its own survey templates designed by industry experts, and a repository of survey questions that you can ask your customers. Customer Experience Strategy #5. And no they didn’t stop there.

Omni-Channel 77

Omni-Channel Strategy Customer Experience Customer Journeys 77

ijgolding

JUNE 5, 2016

Yet, the reality, as my article describes, is that too many businesses around the world make decisions on a regular basis that do not clearly align to the things customers want and need – or indeed that address challenges the customer may be experiencing. If used well, they are a vital cog in the development of customer strategy.

Meeting 120

Meeting Exercises Customer Journeys Customer Experience Professionals 120

ijgolding

JULY 15, 2016

I have written and spoken many times over the last few months about the current state of customer feedback mechanisms. Whilst a number of new, innovative ways of capturing customer feedback do exist, the majority of organisations around the world continue to seek customer opinion through traditional survey techniques.

Connections 120

Connections Feedback Airlines Survey 120