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. CX is a huge business opportunity.

Customer Experience 196

Customer Experience Net Promoter Score Effort Score Chief Customer Officer 196

TechSee

JUNE 16, 2022

This begins by looking at how to better engage both customers and employees through hyper-personalization, better visibility, and tools they actually want to use. Jeff is truly obsessed with customer service. As an author, consultant, and trainer, he helps organizations develop customer-focused cultures.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Beyond Philosophy

APRIL 9, 2018

Overcoming the obstacle of social norms is a crucial activity for today’s Customer Experience professionals. We have X surefire ways to get your customers to talk. One of the best ways to get authentic feedback from customers does not involve fancy math or a psychology degree.

How To 105

How To Culture Feedback Travel 105

Michelli Experience

JUNE 26, 2018

I became a student on the topic because I wanted my children to learn how to constructively use humor to take themselves and the world around them less seriously. Humor and Customer Experience. How and when should we use humor to engage customers? . + Joseph A. The topic for this week, thus, became irrepressible.

Customer Experience 184

Customer Experience Consulting Guidelines Tips 184

Beyond Philosophy

DECEMBER 31, 2019

I also shared the research I undertook in the last quarter of 2019 to position my global Customer Experience consultancy in the marketplace. . Customer Experience has matured. In 2002, when I started Beyond Philosophy, Customer Experience was an area that was only forming. Ideas also get trendy.

Customer Experience 153

Customer Experience Effort Score Consulting Customer Experience Professionals 153

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

Beyond Philosophy

JANUARY 23, 2020

Forrester predicted that one in four Customer Experience Professionals will lose their job in 2020. Why are so many Customer Experience professionals facing the ax this year? Our Emotional Signature ® research finds these valuable parts of your experience. .

Return on Investment 178

Return on Investment Customer Experience Professionals Leadership Consulting 178

The DiJulius Group

AUGUST 25, 2021

In this week’s episode, Dave Murray, Senior Customer Experience Consultant for The DiJulius Group, sits down with Jack Mackey who’s listed in the Who’s Who of Customer Experience and is a founding member of the Customer Experience Professionals Association.

Loyalty 52

Loyalty Customer Experience Professionals Consulting Groups 52

Lumoa

DECEMBER 18, 2017

There're great professionals who feel the customer pains and embrace their successes. Jim, CCXP (Certified Customer Experience Professional), is a founder of a CX consulting agency, Heart of the Customer , and sees the world in a special way: through the eyes of customers.

Analytics 273

Analytics Customer Journeys Customer Experience Net Promoter Score 273

Beyond Philosophy

JANUARY 17, 2020

I was into Customer Experience before it was a corporate term bandied about by consultants and marketing conferences. I have seen it rise into the spotlight and saw the bandwagons roll by, crowded with the latest organizations that decided they should embrace the idea of Customer Experience because “well, everyone else is.”

Return on Investment 120

Return on Investment Conference Consulting Customer Experience Professionals 120

Storyminers

APRIL 23, 2018

There will also be ample time to meet some creative and amazing designers, consultants, artists, and other professionals. How to get a ticket : Just click here , fill out a form and pay $20 and you’re in. Light fare will be provided at no additional cost.

Retail 100

Retail Consulting Customer Experience Professionals Meeting 100

Ann Michaels and Associates

MARCH 13, 2019

It’s important that your strategy supports business objectives, accurately reflects your brand, and aids in prioritizing which customer goals to support and how to support them. Organizations that aspire to differentiate based on digital customer experience need a clear, cohesive execution strategy.

Customer Experience 49

Customer Experience How To Touchpoint Customer Centricity 49

ChurnZero

FEBRUARY 9, 2021

Instructor: Rick Adams , Author, Trainer, Consultant and Business Owner, Practical CSM. Additional courses by Practical CSM: Business Fundamentals for Customer Success Managers. Onboarding and Adoption Best Practices for Customer Success Management. Customer Success Around the Web.

Course 98

Course Customer Journeys Customer Success Consulting 98

Beyond Philosophy

JANUARY 22, 2022

Here are a few key moments in the discussion: 03:21 Colin describes how what he is seeing in business today regarding customer experience feels familiar to what was happening over two decades ago with CRM. 08:34 We get into what Customer Science is and what it is capable of doing for businesses today. The post Watch Out!

CRM 78

CRM Customer Satisfaction Consulting Customer Relationship Management 78

Beyond Philosophy

FEBRUARY 6, 2020

In another article, I shared the information that Forrester, a global research company, predicted that 2020 would be the year that 25 percent of Customer Experience professionals would lose their jobs because of a lack of results they could demonstrate. Follow Colin Shaw on Twitter @ColinShaw_CX.

Marketing 162

Marketing Customer Experience Professionals Entertainment Examples 162

Comm100

MARCH 8, 2017

Connect with this customer service expert on Twitter today to make sure that your company doesn’t miss out! Chelsea Krost is a self-named Millennial spokesperson and brand consultant. Follow Martins on Twitter to see why he was named one of The Huffington Post’s Top 100 Customer Service Management Experts. Chelsea Krost.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

Thematic

NOVEMBER 28, 2019

Over the course of Fall 2019, we surveyed 150 CX professionals. The survey itself was conducted by Thematic, in collaboration with the Customer Experience Professionals Association (CXPA), and publicized through our social media, CXPA and our friends & influencers in CX space, such as Annette Franz and Maurice FitzGerald.

Report 100

Report Survey ROI Net Promoter Score 100

Experience Investigators by 360Connext

MARCH 9, 2015

They’ve realized the importance of investing in the overall experience of customers, and that doing so generates phenomenal business results. We have only just begun the customer experience revolution, and yet, many people have decided to become experts ! Customer focused organizations smoke the competition.

Customer Experience 110

Customer Experience Chief Customer Officer Customer Experience Professionals Resources 110

Beyond Philosophy

FEBRUARY 10, 2020

However, defining business growth is essential here because it will dictate how you go about gaining it. . We discussed what growth is to organizations and how to approach getting it in today’s marketplace on a recent podcast [TL1]. In other words, if you improve your Customer Experience, you will enhance your customer-driven growth.

Meeting 172

Meeting Hospitality Return on Investment Telecommunications 172

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. It is because to become a CCXP you MUST possess the knowledge AND experience of utilising and applying a set of core competencies.

Customer Experience 120

Customer Experience Customer Experience Professionals Customer Centricity Government 120

Forrester

APRIL 25, 2016

In this follow up blog, I cover how an organization transforms to provide a better customer experience, as well as lessons learned from our consulting work: How does an organization begin to transform to provide a better customer experience?

Customer Experience 40

Customer Experience How To Customer Experience Professionals Consulting 40

Lumoa

JANUARY 9, 2018

What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018?? How to overcome those challenges? Read the full answers: Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution. How to overcome those challenges?

Customer Experience 354

Customer Experience Competitive Advantage Omni-Channel Culture 354

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.

Leadership 161

Leadership Culture Customer Experience Professionals Customer Centricity 161

ChurnZero

FEBRUARY 9, 2021

Instructor: Rick Adams , Author, Trainer, Consultant and Business Owner, Practical CSM. Additional courses by Practical CSM: Business Fundamentals for Customer Success Managers. Onboarding and Adoption Best Practices for Customer Success Management. Customer Success Around the Web.

Course 52

Course Customer Journeys Customer Success Consulting 52

Confirmit

JULY 10, 2019

If they don’t trust – customers certainly won’t. Director, CX Consulting, Confirmit. Brad is a seasoned customer experience professional with decades of experience leading and managing programs to enhance the customer experience in a wide variety of industries.

Customer Journeys 45

Customer Journeys B2C Customer Experience Professionals Customer Centricity 45

Experience Investigators by 360Connext

APRIL 6, 2015

Their customer experience challenge started with developing a differentiated customer experience between the Zoo and the Park. It’s a struggle many of us in customer experience have had to deal with before – how to set clear customer expectations and then deliver on them every day.

Customer Experience 110

Customer Experience Conference Customer Experience Professionals Roadmap 110

Thematic

NOVEMBER 28, 2019

Over the course of Fall 2019, we surveyed 150 CX professionals. The survey itself was conducted by Thematic, in collaboration with the Customer Experience Professionals Association (CXPA), and publicized through our social media, CXPA and our friends & influencers in CX space, such as Annette Franz and Maurice FitzGerald.

Report 62

Report Survey ROI Net Promoter Score 62

ECXO

SEPTEMBER 15, 2022

T he European Customer Experience Organization (ECXO) is delighted to host Colin Shaw , the CEO and Founder of Beyond Philosophy LLC who will reveal How to Practically Evoke Customer Emotions to Drive Value and answer your questions. How to Practically Evoke Customer Emotions to Drive Value ($).

Customer Experience 69

Customer Experience Leadership Feedback Innovation 69

Confirmit

JULY 10, 2019

If they don’t trust – customers certainly won’t. Director, CX Consulting, Confirmit. Brad is a seasoned customer experience professional with decades of experience leading and managing programs to enhance the customer experience in a wide variety of industries.

Customer Journeys 40

Customer Journeys B2C Customer Experience Professionals Customer Centricity 40

Beyond Philosophy

MAY 26, 2022

Many organizations are trying to figure out how to win the hearts and minds of customers. Unfortunately, they are not like to find the answers in the ways they have grouped customers in to segments. Understanding customers’ self-perceptions is essential for successful targeted customer strategy.

Customer Experience Professionals 78

Customer Experience Professionals Examples Groups Exercises 78

Totango

MARCH 8, 2022

Offering career advancement tips for CS professionals. Offering tips on how to run customer success communities. Different customer success communities have different areas of focus, along with differing policies on what topics may be discussed and what types of materials may be shared. Leveraging Customer Success.

Customer Success 115

Customer Success Guidelines Social Media Tips 115

Confirmit

JUNE 26, 2019

If they don’t trust – customers certainly won’t. Director, CX Consulting, Confirmit. Brad is a seasoned customer experience professional with decades of experience leading and managing programs to enhance the customer experience in a wide variety of industries.

Customer Journeys 40

Customer Journeys B2C Customer Experience Professionals Customer Centricity 40

CustomerSuccessBox

OCTOBER 4, 2021

In this course you will learn how to use CustomerSuccessBox effectively as a CSM. Also, how to make sense of the data that you see, how to plan the day to manage your portfolio of accounts effectively, and increase the retention rate. Specifications include: How to Setup Your Profile. How to Manage your Tasks.

Customer Success 52

Customer Success Customer Centricity Course Customer Experience Professionals 52

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

Lumoa

OCTOBER 31, 2018

We asked 15 experts these three questions to figure out what direction industry is taking: How do you see the future of customer experience? What are, in your opinion, the top challenges in customer experience that companies should be aware of now? How to overcome those challenges? Talk to your board.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

ClearAction

SEPTEMBER 29, 2016

It’s a time when customer experience professionals take extraordinary care to thank customers — and employees who make a difference in customer experience (CX). 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

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