Customer Experience Professionals: Why We Do What We Do

ijgolding

As we often chat with one another, the conversation at one point came to a question as to why we do the things we do as a CX professional. What do you most love about being a CX professional? The knowledge that we’re making the world a better place for customers.

Inspiration, Dedication, Perspiration – welcome to the mind of the Customer Experience Professional!

ijgolding

Last week I was afforded the undeniable pleasure of spending two whole days with Diane Magers, CEO of the Customer Experience Professionals Association (CXPA). One passionate CX Professional in a room can be imposing; two together is a formidable combination!

Transformational Leadership – the key to unlocking the competencies of Customer Experience Professionals

ijgolding

If you have followed my writing for a while, you will be very much aware that I am very proud and passionate Customer Experience Professional (CXP). Not only that, the Customer Experience is not the responsibility of a CXP – it is the responsibility of the WHOLE ORGANISATION.

Amelia Sizemore Is Now A Certified Customer Experience Professional

Kerry Bodine

Last week, my colleague Amelia and I joined nearly 400 other customer experience professionals at the annual CXPA Insight Exchange in New Orleans. The following day, she took the CXPA ’s exam to become a certified customer experience professional.

What it takes to be a Customer Experience Professional – My CX Journey, by Carlton Gajadhar

ijgolding

I have had the pleasure of meeting many amazing Customer Experience Professionals (CXPs) over the years – amazing for a whole variety of reasons. So, the big question I had is how junior customer experience individuals can get into this field?

The secret diary of a Customer Experience Professional (aged 41 & 3/4)

ijgolding

This blog post is written to mark the second global Customer Experience Day on Tuesday 7th October 2014. Join thousands of CX Professionals all over the world in marking the significance of Customer Experience in our lives today!

7 Top Tips to Create a Customer-Centric Culture 

ijgolding

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. Tip 2 – Embed a customer experience framework.

Customer Centric Culture – putting theory into practice

ijgolding

This article was originally written for my exclusive column on mycustomer.com – a hugely valuable and rich resource of information, expertise and inspiration for CX Professionals. All businesses have a Customer Experience – whether they are conscious of it or not.

Top 20 Books Every Customer Experience Professional Needs to Read Now

Chattermill

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.

How Getting Recognition and Building Authority Can Advance Your Customer-Centric Culture 

ijgolding

Committing to writing and sharing my thoughts in the public domain is a remarkably rewarding experience in itself, especially if others take inspiration from what I can ‘bring to life’. There are times when the experience is like sitting an exam — nerve-wracking; sweat inducing; painful!!

Embedding Customer Centricity: The Customer Experience Jigsaw Puzzle

ijgolding

As I continue to develop my Customer Experience Specialism around the globe, a number of questions are continually raised by the people I meet. How many customer segments should we have? Should we have a Chief Customer Officer.

Opinion or Reality? Does Customer Experience really make a difference?

ijgolding

I am unlikely to be the first person to write an article focusing on whether or not the Customer Experience really makes a difference. On a weekly basis, Customer Experience Professionals all over the world are being challenged to demonstrate the ‘tangible’ value focusing on the Customer […]. I am also unlikely to be the last.

The Impact of a Customer-Centric Culture Transformation

CX Journey

Customer experience professionals fight hard for the customer and are often challenged when it comes to making the case for improving the customer experience and transforming the company culture to be customer-centric versus other, more easily quantifiable company initiatives.

The wonderful sound of Customer Experience: Tales from South Africa

ijgolding

When I became an independent Customer Experience Specialist in 2012, I could scarcely have imagined where my chosen career, my passion, would take me. It would take me too long to write about every experience – because almost every one was good – even when it went wrong.

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Customer Centric Leadership: Are You Investing in the Organisational “Ecosystem” or Your Personal “Egosystem”?

ijgolding

The question was a precursor to defining why Customer Experience needs good, strong leadership. This month, I want to ask three connected but altogether different questions: What do you do if the organisation you work for or with does NOT have strong customer focused leadership?

I’m like parsley – I get everywhere!’ – Stories that amazed and inspired me at the 2015 UK Customer Experience Awards!

ijgolding

However, for one group of Professionals in the UK, September now offers a completely different and more exciting prospect. September is the month where Customer Experience in the UK is celebrated – and celebrated in style. The month of September comes around every year.

CCXP Exam Preparation – finally a book to help you…

ijgolding

Finally, a book has been written to help anyone aspiring to become a Certified Customer Experience Professional (CCXP)! I wish I could claim the credit for such an important milestone for the fledgling, global, professional qualification… but I cannot!

Customer Experience 2017 Reality Check – Evolution or Revolution?

ijgolding

This post is part of the Customer Experience Professionals Association’s Blog Carnival celebrating customer experience. It’s part of a broader celebration of Customer Experience Day 2017. Click here to find out about my Customer Experience Book!

New Data Show Lack of Leadership Commitment to Customer Centricity

PeopleMetrics

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. 7 in 10 say that the company shares customer feedback with employees.

It doesn’t bother me! What would the world be like if no-one cared about Customer Experience?

ijgolding

In all cases, I have been asked to work with; talk to; teach; cajole; people from the C-suite to the front line; in understanding the importance of Customer Experience. Very often we will endure experiences that fail to meet our expectations but do NOTHING about it.

Now Customer Experience Professional Association is also in our DACH region in Germany, Switzerland and Austria and We Need Your Participation

eglobalis

The CXPA helps customer experience professionals make customer experience management an integral part of how their companies operate and to enable customer experience professionals to embed transformation across their organizations.

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Customer Experience – Fact or Fiction?

ijgolding

Whilst organisations have always delivered experiences, it is only now that most are starting to recognise the importance of them. As a practitioner on the inside and a consultant on the outside – I, like my peers have fought very hard to get Customer Experience the recognition it needs….it

5 Top Customer Service Articles for the Week of July 8, 2019

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Roger Dooley) Internet service providers and cable TV services have the lowest customer satisfaction ratings of all rated industries in one survey.

Engaging your people with CX: Introducing the Customer Experience Game

ijgolding

A perennial problem for any Customer Experience Professional around the world is to find an effective way to engage people with the significance of the subject. Whilst many profess to ‘get’ Customer Experience (CX), they tend to do so instinctively, intuitively and accidentally.

Designing Customer-Centric Mobile Support Experiences

Think Customers

One of the best pieces of advice that's offered by customer experience professionals is that when it comes to designing a customer experience, be sure to approach it from the customer's point of view. This axiom is especially applicable when crafting mobile customer experiences. Think about what it's like to be a customer using a smartphone.

The Customer Experience ‘7 Year Itch’! A frank and honest assessment of the CX profession

ijgolding

As we approach the end of another calendar year, it is always appropriate for bloggers, writers, thought leaders and professionals in general, to reflect on what has passed, as well as what is to come in the future. The post The Customer Experience ‘7 Year Itch’!

The importance of persistence – why Customer Experience can only work if it is part of a long term business strategy

ijgolding

There are a number of things that comprise the characteristics of great Customer Centric leaders – courage; vision; passion; authenticity; humility; belief; are just some of them. The Customer Experience Leader can only achieve this is through an abundance of PERSISTENCE.

‘Sweeping the steps of Customer Experience in 2014? – out with the old and in with the new for 2015

ijgolding

As we approach the last 24 hours before the end of 2014, I feel it is time to reflect on the last twelve months in the world of Customer Experience. It is difficult to find a company at the end of a long twelve months that is not talking about Customer Experience.

CX makes the world go around! Why customer experience is a global challenge

ijgolding

This article was originally written for my exclusive column on mycustomer.com – a hugely valuable and rich resource of information, expertise and inspiration for CX Professionals. There is still a band of people who do not consider customer experience to be a ‘profession’ at all.

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The #CX Perception Gap

CX Journey

The good news is, more and more company leaders are starting to get that they need to focus on the customer experience; the bad news is, many – most – are still struggling with the concept , choosing instead to focus on sales, metrics, and maximizing shareholder value.

Customer Experience: Where do I Begin? by Marleen Van Wijk

ijgolding

I really am very fortunate to meet some amazing Customer Experience professionals as I travel the globe. I first met Marleen Van Wijk in the Dutch city of Utrecht last year at a summer drinks event hosted by fellow CX Professional, Nienke Bloem. My book, ‘Customer What? –

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How Customer Success Can Catalyze Customer-Centric Change

ChurnZero

Customer-centricity is a term that gets bounced around a lot, but what does it really mean? And even more, what can Customer Success teams do to contribute to their organization’s Customer Experience (CX) evolution? It’s all about customer-centricity.

TechnoUbiquity

MaritzCX

“We strive to be a more customer-centric company.” And what travelers in their right minds think their airline is customer-centric? The truth of the matter is that while so many companies strive to be customer-centric, most customer experience professionals.

TechnoUbiquity

MaritzCX

“We strive to be a more customer-centric company.” And what travelers in their right minds think their airline is customer-centric? The truth of the matter is that while so many companies strive to be customer-centric, most customer experience professionals.

Five Things to Do on CX Day

MaritzCX

Shouldn’t every day be customer experience day? Well, yes, but even the most customer-centric companies need fresh ways to turn their good intentions into customer happiness and sustainable growth.

The desire to make a difference in creating a customer-oriented culture – an interview with Kathy van de Laar

ijgolding

Today I am absolutely delighted to share my interview with passionate Customer Experience Professional, Kathy van de Laar – enjoy… Ian. While I was there, the agency started working with something called experience-based branding.

TechnoUbiquity

MaritzCX

“We strive to be a more customer-centric company.” And what travelers in their right minds think their airline is customer-centric? The truth of the matter is that while so many companies strive to be customer-centric, most customer experience professionals. That seems to be the mantra of just about every company today, even the major airlines.

Five Things to Do on CX Day

MaritzCX

Shouldn’t every day be customer experience day? Well, yes, but even the most customer-centric companies need fresh ways to turn their good intentions into customer happiness and sustainable growth.

Five Things to Do on CX Day

MaritzCX

Shouldn’t every day be customer experience day? Well, yes, but even the most customer-centric companies need fresh ways to turn their good intentions into customer happiness and sustainable growth.

Customer Experience in the Gulf Region – A Story of Continuous Improvement!

ijgolding

From the first time I arrived in Abu Dhabi in 2012, to the my most recent trip to Dubai last week, it has always been clear that the region has a strong desire to satisfy – and often wow – the customer. Thus, the term ‘customer service’ is not new.