Michelli Experience

AUGUST 22, 2017

United, however, has become emblematic of an industry viewed as operationally challenged, uncaring, and not customer-centric. My perspective likely varies greatly from someone who travels only during peak holiday periods or who watches the same customer-experience disaster video repeatedly.

Airlines 113

Airlines Data Travel Consulting 113

CX Journey

AUGUST 28, 2015

As customer experience professionals, we have no shortage of work. Or are we spinning our wheels, doing tactical things, and looking like we're making improvements - when, in reality, we're applying bandaids and simple fixes rather than making/doing meaningful overall process improvements and customer experience redesign work.

Roadmap 80

Roadmap Customer Centricity Customer Experience Professionals Culture 80

ReviewTrackers

MAY 8, 2017

Organized by the Customer Experience Professionals Association (CXPA), the 2017 Insight Exchange gathers over 300 CX professionals for world-class customer experience learning and networking. Session topics include marketing technology strategy, customer experience design, and data and analytics.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

Wootric CX Blog

FEBRUARY 14, 2019

These authors, speakers, thought-leaders and dedicated customer experience professionals have all helped contribute to the widespread adoption of CX, not just as a strategy, but as a higher goal. Kia has pioneered the art of Customer Experience by leading businesses through the transition to customer-centric organizations.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

CX Journey

FEBRUARY 14, 2018

And customers are still complaining. In other words, customer experience improvement efforts are failing. We advocate, as customer experience professionals, getting to the root cause of issues. I've been talking about the importance of employees to the customer experience since my days at J.D.

Employee Experience 116

Employee Experience Culture Policies Customer Experience Professionals 116

SurveySensum

MARCH 4, 2021

In this episode Tanuj, NK, and Debbie are talking about the impact of CX on business metrics, VOC and CX metrics and their measurables, VOB, VOC, and VOE and their differences, bringing alignment across multiple teams, tips to manage the emotions of the customer, where does CX starts and ends in an organization, and a lot more!

Metrics 52

Metrics ROI Measurement Voice of Customer 52

CX Journey

JULY 25, 2017

Second, I’ve talked to so many people lately who’ve been "volun-told" into a customer experience role.

Customer Experience Professionals 97

Customer Experience Professionals Culture Leadership Customer Experience 97

Bold360

NOVEMBER 21, 2016

To gain some insight into the key lessons emerging from 2016 and what’s ahead for 2017, we asked a panel of 31 customer-focused marketers and CX pros to answer this question: “When it comes to customer experience: now that we’re nearing the end of 2016, what have you learned and what will you do differently in preparing for 2017?”

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40