InMoment XI

MARCH 6, 2024

According to research: Companies that earn $1 billion annually can expect to earn, on average, an additional $700 million within 3 years of investing in customer experience. Customer-centric companies are 60% more profitable than companies that don’t focus on customers.

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

ijgolding

MARCH 20, 2018

Today I am absolutely delighted to share my interview with passionate Customer Experience Professional, Kathy van de Laar – enjoy… Ian. We’re a small company specialised in customer insights, CX consulting and training/change management. A role in customer experience sounds sexy but it’s hard work to prove value.

Customer Journeys 152

Customer Journeys Culture Customer Centricity Contact Center 152

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. Resource: Fusion: How Integrating Brand and Culture Powers the World’s Greatest Companies by Denise Lee Yohn.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

Horizon CX

DECEMBER 1, 2023

Drawing parallels with the timeless narrative of “Death of a Salesman,” we uncover the dynamics of selling not just a product but a mindset, while also examining the emotional mindset of leaders who often prioritize revenues and profits over customer-centric approaches.

Customer Centricity 130

Customer Centricity Customer Journeys Automotive Fashion 130

CX Journey

MARCH 12, 2015

As companies focus inward to understand how to achieve their customer experience goals, the term “engagement” is often used interchangeably with “culture.” The two terms are related, and they’re both elements of customer experience improvement. Prompts might include: “We know who is responsible for the customer.”

Culture 80

Culture Engagement Employee Engagement Customer Centricity 80

ijgolding

JANUARY 28, 2018

Last week I had a fascinating conversation with a peer of mine – a fellow Customer Experience Professional. James Dodkins is as passionate about transforming organisations to become sustainably customer centric as I am. The six steps are as follows: Step 1 – Attract. What do I mean by the ‘right employees’?

Employee Engagement 196

Employee Engagement Engagement Customer Centricity Culture 196

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

Lumoa

OCTOBER 24, 2023

Customer Experience (CX) hinges upon customers’ sentiments. Happy customers are satisfied customers who will return to help your business. One surefire way to deliver happiness to customers is to create a culture of happiness within the company.

Competitive Advantage 208

Competitive Advantage Customer Experience Net Promoter Score Effort Score 208

CX Journey

MARCH 13, 2018

Capgemini found that: 75% of companies believe that they're customer-centric, while only 30% of consumers agree. The UK takes the cake with a 77-point gap: 92% of companies believe they are customer-centric, but only 15% of customers agree. Focus on the customer, and the numbers, the revenue, will follow.

Customer Centricity 173

Customer Centricity Customer Journeys Customer Experience Professionals Metrics 173

Lumoa

MARCH 21, 2023

For example, there are plenty of good customer experience books to read if you want to learn more about customer experience. To help you out, we have listed our top 10 must-read customer experience books. Customer service is not a department. .” I hold nothing back.

Customer Experience 236

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 236

Experience Investigators by 360Connext

OCTOBER 1, 2019

Customer experience professionals, enthusiasts and change agents around the world are celebrating today. CX Day is all about celebrating our success, learning from our amazing community, and looking to the future of customer experience. Watch: Building (and sustaining) a Customer-Centric Culture.

Case Study 137

Case Study Customer Centricity Culture B2B 137

Experience Investigators by 360Connext

SEPTEMBER 17, 2019

CX Day is a day all about learning, sharing, and celebrating with the Customer Experience community. The first wave of customer experience professionals have had to create our own paths. There was no text book or standard curriculum when it came to customer experience. Why do we do this?

Social Media 146

Social Media How To Culture Customer Centricity 146

TechSee

JUNE 16, 2022

His YouTube channel is a fantastic source of inspiration about customer experience and customer centricity in a digital world. In his videos, I keep people updated about the latest trends in customer experience, customer service and customer centricity. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

CX University

OCTOBER 12, 2021

PHILADELPHIA, PA – October 12, 2021 – The Customer Experience Professionals Association (CXPA) updated their professional certification exam (CCXP) on October 5, 2021 and CX University’s (CXU) online courses are congruent with the new exam content domains.

ROI 98

ROI Course Analysis Customer Experience Professionals 98

Experience Investigators by 360Connext

JANUARY 30, 2024

She is a Certified Customer Experience Professional (CCXP) as well as a Lean Six Sigma Black Belt (LSSBB). Michelle is a former board member for the CXPA (Customer Experience Professionals Association). About Michelle Morris: Michelle Morris is the Associate Director of CX Transformation at Verizon Connect.

Government 143

Government Customer Experience Professionals Contact Center Connections 143

CX Accelerator

SEPTEMBER 24, 2019

Most people know what salespeople or customer service representatives do. But it’s not usually the case that Customer Experience professionals experience the same level of understanding about what they do and what their job roles are for. Oh, so that’s customer service, right?”

Tips 282

Tips Customer Centricity Strategy Social Media 282

CloudCherry

MARCH 19, 2018

80% of companies say they deliver “superior” customer service while only 8% of people think these same companies deliver “superior” customer service. Getting started with a Customer Experience strategy is generally never a problem for brands. Not a lot of companies are doing that.

Customer Experience 247

Customer Experience Customer Journeys Lifetime Customer Financial 247

Kerry Bodine

JUNE 11, 2017

Customer experience professionals must design improved interactions for their customers and, as part of this work, change the processes, policies, and culture of the organizations that drive those interactions. Customer experience professionals are partly to blame. So far, so good.

Customer Experience 240

Customer Experience Net Promoter Score Customer Experience Professionals Advertising 240

Experience Investigators by 360Connext

JANUARY 28, 2020

Anxiety is ramping up for senior leaders focused on customer experience, and it’s not difficult to understand why. According to Forrester’s 2020 Predictions , 1 in 4 customer experience professionals will lose their job this year. Image credit: Forrester. Reward those executives in some meaningful way.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

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. A customer-centric organisation is naturally collaborative, seeing everything from the customers point of view. And they hold businesses back. Say what you mean.

Resources 145

Resources Customer Journeys Customer Experience Customer Centricity 145

BlueOcean

OCTOBER 8, 2021

Removing pain points FIRST, is far more valuable than trying to delight customers. This shift has led to the advent of the Customer Service Officer, a role that didn’t even exist just a short time ago. Tapping into Customer Personas. One of the guiding principles, in fact, states that “culture + governance = execution.”.

Customer Experience 177

Customer Experience Contact Center Culture Study 177

Lumoa

JANUARY 9, 2018

What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018?? Some hints: big data, omnichannel, personalisation, AI and organizational culture. This will push more aggressive change driven by Customer Experience professionals. Don’t underestimate culture.

Customer Experience 354

Customer Experience Competitive Advantage Omni-Channel Culture 354

CX Accelerator

SEPTEMBER 24, 2019

Most people know what salespeople or customer service representatives do. But it’s not usually the case that Customer Experience professionals experience the same level of understanding about what they do and what their job roles are for. Oh, so that’s customer service, right?”.

Tips 208

Tips Customer Centricity Strategy Social Media 208

Blake Morgan

AUGUST 4, 2023

Everyone, including employees who don’t interact with customers, has a role in creating a cohesive and compelling customer experience. It comes down to the mindset and culture of the company–are leaders and employees focused on providing an excellent customer experience? That effort involves everyone.

Customer Experience 52

Customer Experience Competitive Advantage Customer Centricity Case Study 52

CX Accelerator

SEPTEMBER 24, 2019

Most people know what salespeople or customer service representatives do. But it’s not usually the case that Customer Experience professionals experience the same level of understanding about what they do and what their job roles are for. Oh, so that’s customer service, right?”.

Tips 182

Tips Customer Centricity Strategy Social Media 182

Experience Investigators by 360Connext

OCTOBER 6, 2014

What if your company spread the news about great experiences just as much as bad ones? Customercentric culture is all about being proactive. If customers are complaining about the same issue over and over again, it’s time to figure out what’s really going on. Happy Customer Experience Day!

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

Horizon CX

JUNE 2, 2020

And buried within that same report, they also predicted that customer experience professionals would either quantify their business impact and reach new levels of influence or find themselves in a tenuous position. Legendary management consultant and writer Peter Drucker once said, “Culture eats strategy for breakfast.”

Leadership 130

Leadership Culture Strategy Customer Experience Professionals 130

ClearAction

SEPTEMBER 25, 2022

CCXP exam (Customer Experience Professional Certification) competencies are a guide to highly profitable customer experience management. Pulling together all of this, you create your customer experience strategy. Accordingly, CCXPs have privileges in the Customer Experience Professionals Association.

Customer Journeys 62

Customer Journeys Study Customer Experience Professionals Financial 62

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. Cultural transformation is never easy. How will you ever really change your culture?

Leadership 161

Leadership Culture Customer Experience Professionals Customer Centricity 161

Storyminers

MAY 8, 2017

They all use the six customer experience pillars. Some have seen their fortunes rise. Some have even stayed at elevated levels.

Customer Journeys 190

Customer Journeys Innovation ROI Customer Experience Professionals 190

CloudCherry

MARCH 19, 2018

80% of companies say they deliver “superior” customer service while only 8% of people think these same companies deliver “superior” customer service. Getting started with a Customer Experience strategy is generally never a problem for brands. Not a lot of companies are doing that.

Customer Experience 150

Customer Experience Customer Journeys Lifetime Customer Financial 150

Comm100

MARCH 8, 2017

Through the eyes of Nasser, the areas of leadership, people skills, teamwork, gender equality, and customer service blend into a masterful understanding of corporate culture and the customer experience. She is an expert on customer-centric leadership, and an active tweeter. Flavio Martins. flavmartins.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

Experience Matters

MAY 12, 2015

We additionally compared CX laggards with CX leaders and discovered that the leaders have stronger financial results, have more customer-centric cultures, focus more on internal communications, are stronger at customer insights and change management, and are better at digital interactions.

Report 120

Report Customer Connectedness Management Effort Score 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. Bliss’ impressive achievements explain why we’re so excited to have her at this year’s Summit.

Chief Customer Officer 100

Chief Customer Officer Customer Centricity Customer Experience Professionals Leadership 100

Customer Guru

DECEMBER 20, 2017

Customer Guru has taken this initiative of sharing the experiences of successful CX leaders across India to inspire and guide professionals in understanding and adopting customer centricity in their organizations. What has been your journey as a customer experience professional?

Customer Service 95

Customer Service Customer Centricity Touchpoint Customer Experience Professionals 95

PeopleMetrics

JUNE 16, 2015

DISCLAIMER: The CX Feud is a game in which 150 customer experience professionals took our assessment about the presence, or absence, of customer centricity practices in their organizations. Sometimes you have to make them feel something in order to get them engaged in the common plight for customer centricity.

Customer Centricity 48

Customer Centricity Leadership Data Net Promoter Score 48

ijgolding

JANUARY 15, 2016

‘The Know It All’ – this type of company does not think it needs to ‘do’ Customer Experience because ‘we already do it’; or ‘we do not need to do it’. The Confused’ – increasingly, I am coming across organisations that are just confused by Customer Experience. Customer Experience Strategy.

Customer Experience 120

Customer Experience Customer Experience Professionals Customer Centricity Government 120