CX Journey

MARCH 21, 2018

Image courtesy of Pixabay What's in your customer experience strategy budget? Traditionally, customer experience professionals have no budget. Despite that, customer experience professionals still need to develop a budget for the work that they do and for the resources they need for that work.

Customer Journeys 272

Customer Journeys Travel Consulting Customer Experience Professionals 272

CX Journey

OCTOBER 4, 2016

His approach is defined by a culture where employees thrive, succeed, and are fulfilled, happy, and growing at work - a culture where every individual in the organization, regardless of who they are or what they do, has a voice, i.e., every individual matters. Hold that thought for a minute. Let's dive in.

Banking 187

Banking Culture Innovation Employee Experience 187

CX Journey

FEBRUARY 14, 2018

Image courtesy of Pixabay Do you feel like you're not making the progress in your customer experience transformation efforts that you thought/hoped you would by now? I've seen several posts lately about CX being all talk and no action - that it's a lot of effort to pull off a customer experience transformation (and no doubt, it is!)

Employee Experience 116

Employee Experience Culture Policies Customer Experience Professionals 116

ClearAction

SEPTEMBER 25, 2022

CCXP exam (Customer Experience Professional Certification) competencies are a guide to highly profitable customer experience management. It’s equally applicable to Employee Experience and Partner Experience management. These include NPS, Net Promoter System, and customer journey mapping.

Customer Journeys 62

Customer Journeys Study Customer Experience Professionals Financial 62

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

Horizon CX

DECEMBER 1, 2023

The Art of Selling CX: Convincing Skeptical Senior Leaders on Customer Experience Success Introduction In the dynamic landscape of customer experience (CX) management, the journey extends beyond strategic implementation; it’s a constant process of persuasion and selling ideas, especially to senior leadership.

Customer Centricity 130

Customer Centricity Customer Journeys Automotive Fashion 130

CX Journey

MARCH 16, 2017

Image courtesy of Tax Credits No customer experience budget? As a follow-on to my post earlier this week about companies having no budget for customer experience improvements, I thought I'd compile a few ideas on how to move beyond the "no budget" excuse and make improvements that cost little to nothing. No problem!

Exercises 112

Exercises Culture Policies Employee Experience 112

CX Journey

OCTOBER 6, 2016

I left off on Part 1 of my conversation with Peter Aceto with questioning why so many leaders still don't get the importance of focusing on the customer and customer experience improvements. What advice would you give to these professionals to help them help others (especially executives) change the way they think about things?

Culture 169

Culture Banking Metrics Employee Engagement 169

CX Journey

OCTOBER 17, 2018

Image courtesy of Pixabay I'm already seeing it: people are starting to talk and write about customer experience trends for 2019. Regardless, I'm not big on talking about customer experience trends for the new year any more. It means that brands need to shift the focus onto the customer - and on keeping the customer.

Trends 111

Trends Guidelines Omni-Channel Government 111

CX Journey

NOVEMBER 9, 2016

I'm looking forward to working with more new clients and meeting and learning from more brilliant customer experience professionals going forward. B2B Customer Experience Management Best Practices A Confused Customer Buys Nothing Today's VOC Program Challenges The 7 Deadly Sins of Customer Experience.

Customer Journeys 166

Customer Journeys B2B Customer Experience Professionals Culture 166

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

ClearAction

JANUARY 6, 2021

21 Tips for 2021 Customer Experience Excellence Lynn Hunsaker. Customer experience excellence is certainly defined a bit differently now, compared to years past. How can leaders wrap their heads around these overwhelming mandates for customer experience excellence?

Tips 77

Tips Customer Experience Net Promoter Score Customer Journeys 77

CX Accelerator

SEPTEMBER 24, 2019

But Customer Experience (CX) specifically holds some challenges that many new leaders can take weeks or months to grasp. Most people know what salespeople or customer service representatives do. But when sharing that you’re a CX professional, you might hear a few common things: “I have no idea what CX is.” “Uhh.

Tips 282

Tips Customer Centricity Strategy Social Media 282

ijgolding

SEPTEMBER 21, 2015

That is why I also advise people that I am a Customer Experience ‘Specialist’ – not an ‘expert’ – as I believe that anyone who champions a profession should be continually developing their specialism. Continuous professional development never ends!!

Brands 120

Brands Customer Experience Chief Customer Officer Case Study 120

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. Brad helps Confirmit customers grow their CX programs to maturity, enabling transformational change that optimizes customer and employee experiences.

Customer Journeys 45

Customer Journeys B2C Customer Experience Professionals Customer Centricity 45

Think Customers

MARCH 21, 2023

The power of connectivity was on brilliant display this month in Salt Lake City, where approximately 10,000 customer experience professionals gathered to soak up inspiration and new ideas to deploy upon returning home. Improving the employee experience in this way ultimately enhances the customer experience as well.

Report 52

Report Airlines Healthcare Transportation 52

Innovative CX

FEBRUARY 26, 2019

Have you ever been in a discussion with colleagues when the question is asked, “Who owns the customer in our organization?”. Or better still, “Who owns the customer experience?” Of course, there is truth in the “everyone does” response - all of us do have a role in delivering an exceptional experience to our customers.

CEM 40

CEM Customer Experience Professionals Course ROI 40

CX Accelerator

SEPTEMBER 24, 2019

But Customer Experience (CX) specifically holds some challenges that many new leaders can take weeks or months to grasp. Most people know what salespeople or customer service representatives do. But when sharing that you’re a CX professional, you might hear a few common things: “I have no idea what CX is.”.

Tips 208

Tips Customer Centricity Strategy Social Media 208

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. Brad helps Confirmit customers grow their CX programs to maturity, enabling transformational change that optimizes customer and employee experiences.

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. Brad helps Confirmit customers grow their CX programs to maturity, enabling transformational change that optimizes customer and employee experiences.

Customer Journeys 40

Customer Journeys B2C Customer Experience Professionals Customer Centricity 40

CX Accelerator

SEPTEMBER 24, 2019

But Customer Experience (CX) specifically holds some challenges that many new leaders can take weeks or months to grasp. Most people know what salespeople or customer service representatives do. But when sharing that you’re a CX professional, you might hear a few common things: “I have no idea what CX is.”.

Tips 182

Tips Customer Centricity Strategy Social Media 182

Storyminers

FEBRUARY 17, 2021

We need a more citizen-centered approach, and it turns out that Customer Experience Thinking can help. Mike and Akos, two customer experience professionals from two continents discuss what customer experience base thinking can teach politics and how it accelerates “global thinking”. Akos : I agree.

Groups 147

Groups Government Travel Tools 147

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. When it comes to customer experience activities and commitment, leaders appear to be: 1. The Survey Says.

Customer Centricity 48

Customer Centricity Leadership Data Net Promoter Score 48

ijgolding

NOVEMBER 22, 2016

As customer experience has become increasingly recognised as a thing of tangibility, so has the need to adopt and embed the skills and competencies that make managing it (customer experience that is) a reality. Let’s start with my tip number 1: Tip 1 – Make customer experience a priority for the whole company!

Customer Centricity 120

Customer Centricity Culture Tips Strategy 120

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Russel Lolacher

JULY 4, 2022

In this episode of Relationships at Work, Russel chats with co-founder of the CX Accelerator and speaker Nate Brown on how to build build community to benefit your employee experience in your industry. So it was a really bad employee experience. Connect with Nate on his platforms: Linkedin. CX Accelerator. Hello, sir.

Employee Experience 52

Employee Experience Connections Leadership Groups 52

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

CX Journey

SEPTEMBER 19, 2017

We created an assumptive map and are ready to redesign the experience. Once you've created the assumptive map , you must have the map validated by customers. If you don't, you're simply perpetuating inside-out thinking and are on a path to designing an experience that will definitely not meet your customers' needs.

Customer Journeys 121

Customer Journeys Touchpoint Customer Experience Professionals Customer Experience 121

CX Journey

SEPTEMBER 5, 2017

Sue and I talked about the fact that there hasn't been a Twitter chat dedicated to customer experience since #cxochat, which ended a couple years ago. Customer experience is such an important topic today that we wanted to come up with a way to continue to keep it front and center. Don't be shy!

Customer Experience Professionals 112

Customer Experience Professionals Resources Customer Experience Meeting 112

Qualtrics

JANUARY 2, 2019

All in all, 2018 was a pretty good year for federal agencies working to advance the customer agenda. That’s all good for citizens, as agencies do more to understand expectations and learn the practices and techniques that lead to better experiences. No longer are CX practices a “nice to have.” They are a reality.

Government 20

Government Customer Experience Chief Customer Officer Transportation 20

CX Journey

NOVEMBER 11, 2014

Or are you still wondering why it''s an important tool to have in your customer experience management toolbox? I think customer experience professionals have made huge inroads in that regard this year. If you''ve mapped customer journeys, what other activities have you used your maps for? A closing thought.

Customer Journeys 189

Customer Journeys Touchpoint Policies Customer Experience Professionals 189

ClearAction

MARCH 22, 2024

CX is a Team Sport: 2 Surprising Views Lynn Hunsaker CX is a Team Sport was the CX Day 1 theme in 2021, celebrating the 10th anniversary of the Customer Experience Professionals Association. Camaraderie within the Customer Service (or Success) department is another way CX is a Team Sport. ” Why? ” (silos!)

Sports 62

Sports Chief Customer Officer Conference Customer Centricity 62

ECXO

DECEMBER 26, 2023

02 2 Best Customer Experience Books 2023 in Digital Data, Design and Centricity – The famous 3 Ds: Digital, Data, Design. Using Behavioural Science in Marketing: Drive Customer Action and Loyalty by Prompting Instinctive Responses by Nancy Harhut. The books are not in order of preference; all are very good. Here is the link.

Case Study 52

Case Study Customer Centricity Social Media Competitive Advantage 52

Russel Lolacher

OCTOBER 10, 2022

In this episode of Relationships at Work, Russel chats with author and employee experience leader Stacy Sherman on the latest employee experience workforce trends your organization needs to watch and plan for in the years ahead. Let’s call this customer experience Professionals Association.

Trends 52

Trends Net Promoter Score Leadership Employee Experience 52

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. Before we dive deeper, here’s a detailed guide to how to improve your customer experience with NPS (and here is a quick summary of what NPS is and isn’t ). All the leaders were asked the same two questions : 1.

System 338

System Effort Score NPS Net Promoter Score 338

Qualtrics

FEBRUARY 20, 2019

From his influential thought leadership at Forrester, to founding the Customer Experience Professionals Association (CXPA) in 2011, it’s little wonder he’s known as the ‘Godfather of CX’. I focused on workplace culture and structure, and their impact on GE’s overall performance”. On setting up the Temkin Group. “CX

Groups 30

Groups B2B CRM Culture 30