CloudCherry

MARCH 8, 2019

To prove a point, this year on International Women’s Day, we want to acknowledge ‘the top 5 women CXOs’ who have inspired the world with their Customer Experience skills. She is the Founder and President of CustomerBliss, and the Co-Founder of The Customer Experience Professionals Association. Jeanne Bliss.

Chief Customer Officer 285

Chief Customer Officer Customer Experience Professionals Consulting Employee Experience 285

BlueOcean

OCTOBER 8, 2021

Clients of all types turn to our company to make sure their customers receive a high level of service excellence. But as some of you may already know, pursuing customer experience mastery can sometimes mean aiming at a moving target. But did you know that we’re currently living in The Age of the Customer?

Customer Experience 177

Customer Experience Contact Center Culture Study 177

Kerry Bodine

JUNE 11, 2017

For the better part of a decade, I’ve had courtside seats to the evolution of two interrelated disciplines: customer experience and service design. Similarly, one of the top aims of service design is to create effective, easy, and enjoyable experiences for customers, citizens, students, or whomever a particular service is designed for.

Customer Experience 240

Customer Experience Net Promoter Score Customer Experience Professionals Advertising 240

Customer Guru

MARCH 7, 2018

Nienke Bloem is an acclaimed Customer Experience (CX) consultant and a distinguished keynote speaker on CX. Her passion for the field of customer experience is evident in her credentials and her work. Nienke is a certified Customer Experience Professional (CCXP).

Consulting 61

Consulting Customer Experience Telecommunications Customer Experience Professionals 61

CX Accelerator

NOVEMBER 11, 2022

Collaboration with Ben Motteram and Nate Brown To transform an organization into one that is more customer centric is a complex task that requires many different skills. Customer experience is multi-disciplinary. Customer Insights/Measurement/Analytics. Customer Journey Mapping. Employee Experience.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

Experience Investigators by 360Connext

OCTOBER 6, 2014

Customer experience is about so much more than call-center scripts or proper protocol around customer complaints. The best companies, the ones we know as customer experience leaders, adopt a customer focused view to everything. Silos make understanding the customer journey that much harder.

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. John is an “Ex-Disney Guy” and Customer Experience Coach.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. How to overcome those challenges?

Customer Experience 354

Customer Experience Competitive Advantage Omni-Channel Culture 354

Comm100

MARCH 8, 2017

Like customers, customer service experts come from a wide range of backgrounds, each with their own unique perspective and take on the industry. We have compiled the following list of customer service experts so that you don’t have to. We have compiled the following list of customer service experts so that you don’t have to.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

ChurnZero

FEBRUARY 9, 2021

To help you amp up your Customer Success management skills here’s a breakdown of our top recommendations for courses to consider taking. Customer Success Management Fundamentals. Course Description: New to customer success management (CSM)? The course then reviews the 14 tenets (or guiding principles) of customer success.

Course 98

Course Customer Journeys Customer Success Consulting 98

Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Beyond Philosophy

MARCH 19, 2020

We encourage clients to research their customers all the time. Late last year, we decided to take our advice and study our customers and prospective customers, and well, anyone. ROI is one of the areas the organizations are struggling with regarding their investment in Customer Experience. You All Want Growth.

Trends 192

Trends Net Promoter Score Effort Score ROI 192

ijgolding

FEBRUARY 13, 2018

The words customer-centric and silos do not sit happily in the same sentence. Silos harm culture and damage customer experiences. Just in the last two weeks, eight Head of Customer Experience job vacancies have appeared on LinkedIn. And they hold businesses back. Specialist roles in their own right.

Resources 145

Resources Customer Journeys Customer Experience Customer Centricity 145

Horizon CX

JUNE 2, 2020

Leaders in general, but especially those that are leading in Customer Experience roles, are in a challenging position today made even more difficult by the pandemic. Legendary management consultant and writer Peter Drucker once said, “Culture eats strategy for breakfast.” This starts during the hiring process.

Leadership 130

Leadership Culture Strategy Customer Experience Professionals 130

ijgolding

FEBRUARY 3, 2016

I want to start my inaugural exclusive column for MyCustomer by stating how very proud I am to call myself a customer experience professional! There is still a band of people who do not consider customer experience to be a ‘profession’ at all. I have traveled as far east as Malaysia, Singapore and Thailand.

Customer Experience 120

Customer Experience Customer Experience Professionals Travel Study 120

Experience Matters

DECEMBER 15, 2015

In this environment, we expect to see: Culture Change Intensifying. Peter Drucker once said, “ Culture eats strategy for lunch.” We agree and believe that customer experience is a reflection an organization’s culture and operating processes. Customer Journey Designing. Effort Metric Expanding.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

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. They rarely have full visibility into the customer journey. Cultural transformation is never easy.

Leadership 161

Leadership Culture Customer Experience Professionals Customer Centricity 161

Alida

MARCH 10, 2017

Failing customer experience initiatives are keeping business leaders up at night. According to an Accenture-commissioned study by Forrester Consulting, only seven percent of business leaders think that their company’s shopping experience exceeds customer expectations. Failure to listen to customers.

Customer Experience 196

Customer Experience Net Promoter Score Effort Score Chief Customer Officer 196

ijgolding

JANUARY 15, 2016

However…there is usually one of those…there are still A LOT of people who DO NOT recognise Customer Experience – either as something of significant importance to business strategy OR as a profession at all. The Confused’ – increasingly, I am coming across organisations that are just confused by Customer Experience.

Customer Experience 120

Customer Experience Customer Experience Professionals Customer Centricity Government 120

Alida

JUNE 16, 2016

If you work in customer experience (CX), you probably already know Jeanne Bliss. A thought leader in CX even before this practice became mainstream , Bliss is an author and a rexpected expert on customer-centric leadership. Here are our top seven reasons: She pioneered the emergence of the chief customer officer role.

Chief Customer Officer 100

Chief Customer Officer Customer Centricity Customer Experience Professionals Leadership 100

ECXO

JUNE 6, 2022

From CX to Distinctive Experiences with Joe Pine. The European Customer Experience Organization is delighted to announce Joe Pine, discussing From CX to Distinctive Experiences in a presentation and Q&A session with all ECXO CX professional community. Share on linkedin. Share on twitter. Share on facebook.

Consulting 52

Consulting Customer Experience Professionals Innovation Culture 52

Experience Investigators by 360Connext

JUNE 1, 2017

In many ways, customer experience is still a new phenomenon. Your customers have experiences with you, and judge their relationship with your brand based on how they feel about those experiences, whether you want them to or not. “Customer Effort” should be a serious metric to consider.

Net Promoter Score 165

Net Promoter Score Effort Score Innovation Culture 165

ChurnZero

FEBRUARY 9, 2021

To help you amp up your Customer Success management skills here’s a breakdown of our top recommendations for courses to consider taking. Customer Success Management Fundamentals. Course Description: New to customer success management (CSM)? The course then reviews the 14 tenets (or guiding principles) of customer success.

Course 52

Course Customer Journeys Customer Success Consulting 52

Beyond Philosophy

OCTOBER 28, 2021

Is Customer Experience dying? At the very least, Customer Experience is dying as we know it. Customer Experience as we know it is dying because of a few factors. Organizations want to fix one thing and then go on about their business with an improved Customer Experience. . Maybe it is.

Customer Experience 97

Customer Experience Net Promoter Score Insurance Effort Score 97

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

Beyond Philosophy

MARCH 8, 2017

Neither of them provides a Customer Experience worth mentioning—at least not in a positive light. We asked the Customer Experience professionals there to name a Telecom they admired for the experience they provided. Rather than this be a rant let’s look at the key issues with Telecom’s Customer Experience?

Customer Experience 125

Customer Experience Customer Centricity Poor Customer Service Customer Service Representative 125

Beyond Philosophy

OCTOBER 6, 2014

We work with Customer Experience (CX) professionals around the world and train them on how to go about implementing CX programs. The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. The symptom is a poor experience; the cause is their lack of Customer centricity.

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

ClearAction

SEPTEMBER 29, 2016

Advancing Customer Experience Expertise in CX Month optimizecx. Customers are the lifeblood of everyone’s food on the table. No matter what your income source is, it’s fueled by customers. CX Day is in the first week of October, founded by the Customer Experience Professionals Association ( CXPA ).

Customer Experience 48

Customer Experience Customer Experience Professionals ROI B2C 48

Confirmit

JULY 10, 2019

You need to respond to customers’ issues to give confidence that you will do the right thing by them. If they don’t trust – customers certainly won’t. Director, CX Consulting, Confirmit. Faith Adams is an analyst at Forrester Research, serving Customer Experience Professionals.

Customer Journeys 45

Customer Journeys B2C Customer Experience Professionals Customer Centricity 45

Beyond Philosophy

DECEMBER 10, 2021

Soon after that, I founded my global Customer Experience consultancy, Beyond Philosophy. We had him on the podcast recently to talk about his new book, Winning on Purpose: The Unbeatable Strategy of Loving Customers. Also, treating customers well is good for employees. Those that try something else fail. .

Effort Score 109

Effort Score NPS Net Promoter Score Leadership 109

Steve DiGioia

DECEMBER 5, 2016

Businesses across the land champion their great service and the positive experience given to their throngs of loyal customers. They tout the benefits of their product and how they tend to the specific needs, wants and desires of their customers. is going out of cultural alignment. Shep Hyken. Training is also essential.

Industry 100

Industry Culture Metrics Customer Centricity 100

Confirmit

JULY 10, 2019

You need to respond to customers’ issues to give confidence that you will do the right thing by them. If they don’t trust – customers certainly won’t. Director, CX Consulting, Confirmit. Faith Adams is an analyst at Forrester Research, serving Customer Experience Professionals.

Customer Journeys 40

Customer Journeys B2C Customer Experience Professionals Customer Centricity 40

Confirmit

JUNE 26, 2019

You need to respond to customers’ issues to give confidence that you will do the right thing by them. If they don’t trust – customers certainly won’t. Director, CX Consulting, Confirmit. Faith Adams is an analyst at Forrester Research, serving Customer Experience Professionals.

Customer Journeys 40

Customer Journeys B2C Customer Experience Professionals Customer Centricity 40

Customer Bliss

JULY 4, 2017

Sandy Spring Bank received the 2015 CX Innovation Award given to the top 5 organizations globally by the Customer Experience Professionals Association. He serves on the CX Strategy Team with the CEO and CIO who craft the long term plans to create a client-centric culture bank-wide. I loved working with Mark!

Banking 143

Banking Leadership Net Promoter Score Customer Journeys 143

CX Journey

AUGUST 16, 2016

Last month, I wrote about the concept of lean management and what that means not only for your company but also for your customers. If company leadership wants to transform the culture of the organization and become a lean company, they've first got to understand what comprises lean leadership. And then ask themselves if they "qualify."

Company 80

Company Leadership Culture Touchpoint 80

Confirmit

MARCH 19, 2019

Confirmit surveyed 700 customer experience professionals and we’ve crunched the numbers to reveal the five habits that underpin the most successful programs. Listen to Shelly Chandler, VP, Customer Experience Consulting at Confirmit as she reveals the habits you need to adopt to get your program to fly.

Net Promoter Score 40

Net Promoter Score Customer Experience Professionals Customer Centricity Consulting 40

Customer Guru

MARCH 1, 2018

At Customer Guru, we firmly believe that the only way more Indian businesses can become sustainable and globally competitive is by focusing on Customer Experience (CX). Thus, we are dedicated to spreading this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

Customer Centricity 94

Customer Centricity Customer Experience Professionals Employee Engagement Training 94