CX Journey

AUGUST 26, 2014

Getting leadership buy-in and helping them understand that the sooner the focus is placed on the customer experience, the sooner the business will benefit is an everyday challenge for customer experience professionals. It will briefly describe the experience you plan to deliver.

Customer Experience 185

Customer Experience Management Government Customer Journeys 185

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

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].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

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

CX Journey

MAY 24, 2017

If your employees aren't engaged with your improvement efforts - or engaged overall with the organization - it will be very difficult for them to delight your customers and deliver the experience they expect. Employees are critical to the customer experience, which is critical to the success of the business.

Engagement 154

Engagement Strategy Customer Experience Customer Journeys 154

Steve DiGioia

DECEMBER 5, 2016

As some companies grow, they purposely change their shift from customer focused to bottom line focused. For those that are interested in staying focused on the customer, it is more important than ever to hire the right people that fit the customer focused culture. Keep focused on the people.

Industry 100

Industry Culture Metrics Customer Centricity 100

CX Journey

FEBRUARY 5, 2019

Customer experience professionals use storytelling to gain buy-in and commitment from their audiences (typically executives, as well as employees) and to deliver impactful emotional and rational perspectives and messages, thereby capturing both the hearts and minds of the intended audience. With the characters, of course.

Customer Journeys 88

Customer Journeys Transportation Customer Centricity Interaction 88

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

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. Companies have traditionally looked to improve customer experience by focusing on particular touch points.

Customer Journeys 90

Customer Journeys Analytics How To Touchpoint 90

Michel Falcon Experience

FEBRUARY 19, 2016

It’s this same strategy that has allowed me to travel the world, work with great companies, start an online course , invest in a couple startups and keynote speak at events with 100’s of people in the audience. ”] 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

ChurnZero

MARCH 22, 2019

We had one of our portfolio companies with 60% of their headcount reporting up through CS, and that’s how they focused and was the culture of the business. You of course would rather buy from your CS person. If you make it a culture, where we increase prices by a small percent each year, and you just take that hard line.

Customer Retention 61

Customer Retention Customer Centricity Customer Success Sales 61