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

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. Learn how GetFeedback can help you exceed customers’ expectations— start your free trial today.

ROI 195

ROI Customer Satisfaction How To Effort Score 195

GetFeedback

AUGUST 14, 2019

Learn how GetFeedback can help you exceed customers’ expectations— start your free trial today. Jeannie Walters, CCXP, CEO, Experience Investigators by 360Connext . Jeannie Walters is a Certified Customer Experience Professional (CCXP) and is CEO of Experience Investigators. About the guest author .

Customer Journeys 273

Customer Journeys Metrics How To Customer Satisfaction 273

Experience Investigators by 360Connext

MARCH 24, 2015

Gina Bhalwalkar , User Experience & Accessibility at Scottrade, led a workshop on Future State Customer Journey Mapping. It’s critical to think like a human and understand the human connection as part of the customer experience! There are ways to do this without risking anything. Stay tuned!

Customer Journeys 110

Customer Journeys Customer Experience Conference Social Media 110

GetFeedback

JULY 19, 2019

Operational data like First Call Resolution (FCR) in your contact centers and customer churn and retention rates help you understand the big picture results in your VoC strategy. Learn how GetFeedback can help you exceed customers’ expectations— start your free trial today. Her mission is: To Create Fewer Ruined Days for Customers.

Customer Journeys 230

Customer Journeys Effort Score Net Promoter Score How To 230

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 Angus: He’s the Customer Experience Manager at Sendoso and prides himself in “helping people connect the old fashion way.”

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

Clarabridge

MARCH 1, 2017

Clarabridge Customer Connections (“C3”) is the must-attend event for customer experience professionals. As usual, C3 will feature a healthy mix of hands-on workshops, motivating keynotes, and in-depth presentations. Discussions of case studies that show the strategic value of customer experience management.

Case Study 40

Case Study Customer Experience Professionals Customer Experience Management Course 40

Clarabridge

MARCH 1, 2017

Clarabridge Customer Connections (“C3”) is the must-attend event for customer experience professionals. As usual, C3 will feature a healthy mix of hands-on workshops, motivating keynotes, and in-depth presentations. Discussions of case studies that show the strategic value of customer experience management.

Case Study 40

Case Study Customer Experience Professionals Customer Experience Management Course 40

Clarabridge

MARCH 1, 2017

Clarabridge Customer Connections (“C3”) is the must-attend event for customer experience professionals. As usual, C3 will feature a healthy mix of hands-on workshops, motivating keynotes, and in-depth presentations. Discussions of case studies that show the strategic value of customer experience management.

Case Study 40

Case Study Customer Experience Professionals Customer Experience Management Course 40

Chattermill

JULY 15, 2018

Customer Spark and Executive Summit. The Customer Experience Professionals Association (CXPA) puts on this celebration of CX best practices led by some of the industry’s top experts. Customer Experience Exchange. 24-25, Dallas, Texas. CX Week Canada. 12-14, Toronto, Ontario, Canada.

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

SmartKarrot

JUNE 11, 2021

In this list, you set a rundown of some stellar customer success certification so you can choose which is right for you. Best Customer Success Certifications 2021. SuccessHacker Certifications and Training Workshops. The course is led by trainers who have 60+ years of combined experience in the customer success space.

Customer Success 22

Customer Success Course Training Customers 22

Steve DiGioia

DECEMBER 5, 2016

New York Times #1 Bestselling Author, Certified Customer Experience Professional, Strategic Consultant, Certified Professional Speaker, TEDx Presenter. As companies get bigger there are more stakeholders and leaders making decisions on behalf of customers and get farther removed from customer interaction.

Industry 100

Industry Culture Metrics Customer Centricity 100

ShepHyken

JULY 10, 2023

This article shares some findings from an Adobe study of more than 13,000 consumers and 3,000 customer experience professionals worldwide. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Customer Service 12

Customer Service Tips Social Media Consumers 12

Experience Investigators by 360Connext

APRIL 14, 2020

Consider three categories when gathering data for journey maps: 1) Customer feedback and emotional data; 2) Customer behavior and actions; 3) Systems, procedures, and touchpoints. Workshop virtually. Just like an in-person workshop, there are virtual whiteboards and sticky notes to create in-real-time with the group.

Customer Journeys 374

Customer Journeys How To Course Touchpoint 374

SurveySparrow

JANUARY 28, 2020

That’s when I began exploring ways to capture what customers were thinking and feeling during a journey, and just as importantly, ways to turn that data into easy-to-digest, actionable insights. We also “bring the customer back to the office” through video recordings of their interviews.

Customer Journeys 52

Customer Journeys Net Promoter Score Effort Score Customers 52

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. He also led the creation and updating of many of Forrester’s customer experience evaluation methodologies and training workshops.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

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. He also led the creation and updating of many of Forrester’s customer experience evaluation methodologies and training workshops.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SurveySensum

JULY 14, 2020

XM Scientist and Co-Founder at Effectly AB and experiasummit.com, Joakim Thörn is a subject-matter expert and a speaker who specializes in facilitating and helping clients expand their market presence through experience-based differentiation. Jaakko Männistö is an entrepreneur, Founder, and Omnichannel Customer Experience Professional.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

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

Talkdesk

MAY 23, 2019

And subsequently, through all that time has led me to develop a portfolio of stuff that I do, which is really quite broad and varied in the service and experience space, which covers a bit of advisory work, a bunch of workshops and a bit of speaking and writing and things. So I’m like, living the dream man.

Customer Experience 8

Customer Experience Groups Customer Experience Professionals Training 8

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

Lumoa

APRIL 24, 2018

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. Networks Connect… Communities Care! This will tell companies if they are doing a good job or not. linkedin Why? "I

System 338

System Effort Score NPS Net Promoter Score 338

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

Answer Dash

APRIL 16, 2019

Typically, half of the C-suite struggles with connecting the dots accurately, with further dilution to less than a third of senior executives’ direct reports and just 16% of customer-facing supervisors and team leaders successfully identifying the relationships between corporate priorities and objectives. Connect with Ms.

Customer Experience 76

Customer Experience Financial Customer Journeys Handbook 76

ClearAction

AUGUST 13, 2019

Typically, half of the C-suite struggles with connecting the dots accurately, with further dilution to less than a third of senior executives’ direct reports and just 16% of customer-facing supervisors and team leaders successfully identifying the relationships between corporate priorities and objectives.

Customer Experience 48

Customer Experience Financial Customer Journeys Customer Experience Professionals 48