InMoment XI

SEPTEMBER 30, 2015

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 Professionals 227

Customer Experience Professionals Customer Centricity Innovation Customer Experience 227

InMoment XI

SEPTEMBER 30, 2015

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 Professionals 200

Customer Experience Professionals Customer Centricity Innovation Customer Experience 200

InMoment XI

SEPTEMBER 30, 2015

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 Professionals 200

Customer Experience Professionals Customer Centricity Innovation Customer Experience 200

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. And obvious.

Customer Experience Professionals 56

Customer Experience Professionals Customer Experience Hotels Net Promoter Score 56

CloudCherry

MARCH 19, 2018

You might think that your business is delivering great experiences to customers, but are customers actually finding value in it? Merely investing in a Customer Experience Management tool doesn’t suffice. Getting started with a Customer Experience strategy is generally never a problem for brands.

Customer Experience 247

Customer Experience Customer Journeys Lifetime Customer Financial 247

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

eglobalis

OCTOBER 1, 2017

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. with products and services and across entire organizations.

Customer Experience Professionals 49

Customer Experience Professionals CEM Customer Experience Customer Experience Management 49

Storyminers

MAY 8, 2017

In the last decade, many brands have used customer experience processes and perspectives to complete corporate turnarounds and experience make-overs. They all use the six customer experience pillars. However, change is happening so fast (tech, customer desires, partners, organizational structures, etc.)

Customer Journeys 190

Customer Journeys Innovation ROI Customer Experience Professionals 190

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

ijgolding

OCTOBER 2, 2017

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. Are organisations really changing the way they treat customers and employees? Or even 1997?

Customer Experience 158

Customer Experience Customer Experience Professionals Customers Customer Centricity 158

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. How to overcome those challenges?

Customer Experience 354

Customer Experience Competitive Advantage Omni-Channel Culture 354

Customer Guru

AUGUST 8, 2018

Customer experience (CX) is the relationship of a customer with a business at all touchpoints during the period of the customer journey. It is widely said that customer experience is the next battleground for organizations. Adam is a globally recognized expert on customer experience.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

ijgolding

JANUARY 15, 2016

However…there is usually one of those…there are still A LOT of people who DO NOT recognise Customer Experience – either as something of significant importance to business strategy OR as a profession at all. The Confused’ – increasingly, I am coming across organisations that are just confused by Customer Experience.

Customer Experience 120

Customer Experience Customer Experience Professionals Customer Centricity Government 120

ijgolding

APRIL 4, 2017

When I deliver Customer Experience ‘knowledge transfer’ sessions around the world, I regularly joke that all places of work have had a ‘magic vortex’ constructed at the front door – it is invisible to the naked eye.

Technology 336

Technology Innovation Leadership Customer Experience Professionals 336

CloudCherry

MARCH 19, 2018

You might think that your business is delivering great experiences to customers, but are customers actually finding value in it? Merely investing in a Customer Experience Management tool doesn’t suffice. Getting started with a Customer Experience strategy is generally never a problem for brands.

Customer Experience 150

Customer Experience Customer Journeys Lifetime Customer Financial 150

Alida

SEPTEMBER 22, 2016

Earlier this week, more than 400 professionals in marketing, customer experience, innovation and research gathered in Chicago for the 2016 Customer Intelligence Summit. The two-day annual conference featured keynotes and presentations by some of the world’s leading customer-centric brands.

Innovation 100

Innovation Marketing Social Media Healthcare 100

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

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. "All The Survey Says.

Customer Centricity 48

Customer Centricity Leadership Data Net Promoter Score 48

Comm100

MARCH 8, 2017

Like customers, customer service experts come from a wide range of backgrounds, each with their own unique perspective and take on the industry. We have compiled the following list of customer service experts so that you don’t have to. We have compiled the following list of customer service experts so that you don’t have to.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

CX Centric

OCTOBER 4, 2021

The online event was predominantly attended by Belgian-based Customer Experience professionals from most insurance companies. Further, into his presentation, Jonathan explains what really entails customer-centric alignment. Jonathan then touched on the 8 key pillars of digital transformation.

Leadership 52

Leadership Customer Experience Customer Centricity Roadmap 52

GetFeedback

DECEMBER 2, 2019

Focusing on your customers will result in increased loyalty, more positive word-of-mouth referrals, and higher spend from your best customers. It costs five times more to sell to a new customer than to sell to a happy one. If your CSAT metric is 60%, that means 40% of your customers are at risk of defection.

ROI 195

ROI Customer Satisfaction How To Effort Score 195

Kustomer

AUGUST 26, 2022

Not only should businesses be considering podcasts as part of their own marketing strategies, but they should also be utilizing the wealth of insights in podcasts to evaluate and improve their own customer experiences. Customer experience (CX) professionals have to make a concerted effort to keep up with the ever-changing CX field.

Customer Experience 105

Customer Experience Chief Customer Officer Competitive Advantage Hospitality 105

Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

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

Experience Investigators by 360Connext

JUNE 1, 2017

In many ways, customer experience is still a new phenomenon. Your customers have experiences with you, and judge their relationship with your brand based on how they feel about those experiences, whether you want them to or not. “Customer Effort” should be a serious metric to consider.

Net Promoter Score 165

Net Promoter Score Effort Score Innovation Culture 165

GetFeedback

JULY 19, 2019

We used to get so excited to talk about the Voice of the Customer (VoC). It sounds so appealing to really hear the customer in their own voice, to understand their intentions and understandings. How to set up your Voice of the Customer (VoC) program for success. Can you start a VoC program without a customer journey map?

Customer Journeys 230

Customer Journeys Effort Score Net Promoter Score How To 230

ijgolding

MAY 25, 2015

I am privileged because a multitude of organisations welcome me in to their inner sanctum to help them in their quest to become more customer centric. As people we never stop learning and being able to see, feel and touch Customer Experience in its many stages of evolution is an amazing honour.

Customer Experience 120

Customer Experience Customer Centricity Customer Experience Professionals Customers 120

ijgolding

AUGUST 1, 2016

Customer personas; buyer personas; call them what you will – businesses (notably marketing functions within them) have been creating and using this visual and descriptive method to ‘bring customers to life’ for many years. The world of Customer Experience is at risk of following the same rocky road.

Customer Journeys 120

Customer Journeys Customer Experience Professionals Customers Tools 120

Kustomer

NOVEMBER 9, 2023

In the ever-evolving landscape of business and customer support, staying ahead of the curve is essential. Customer expectations are rising, technology is advancing at an unprecedented pace, and the intersection of artificial intelligence (AI) and customer experience (CX) is where the future is being defined.

Innovation 52

Innovation Customer Experience Professionals e-support Industry 52

Customer Guru

MARCH 7, 2018

Nienke Bloem is an acclaimed Customer Experience (CX) consultant and a distinguished keynote speaker on CX. Her passion for the field of customer experience is evident in her credentials and her work. Nienke is a certified Customer Experience Professional (CCXP).

Consulting 61

Consulting Customer Experience Telecommunications Customer Experience Professionals 61

PeopleMetrics

APRIL 4, 2017

This is an important concept for those of you in the business of customer experience – because the ability to embrace and learn from failure is particularly important. Customer experience leaders know how put those failures to work. These leaders embrace not failure, but what they can learn from it.

Culture 94

Culture Innovation Customer Experience Professionals Customers 94

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. Innovation isn't even in their vocabulary. With customer understanding.

Trends 111

Trends Guidelines Omni-Channel Government 111

CX Journey

MAY 3, 2016

The Customer Experience Professionals Association (CXPA) was established in 2011 to support and to advance the customer experience profession, to set standards for the profession, and to increase the visibility of these long-unsung heroes. this impact the customer and his experience?

Customer Experience 80

Customer Experience Customer Experience Professionals ROI Metrics 80

Wootric CX Blog

DECEMBER 8, 2019

At a time when customer retention is the name of the game, Customer Effort Score has gained ground as a CX metric for good reason. Research indicates that when evaluating customer interactions with a product or service, Customer Effort Score, more than CSAT, or even NPS, is the strongest predictor of customer loyalty.

Effort Score 59

Effort Score Examples Self Service Net Promoter Score 59

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

Alida

AUGUST 8, 2016

Get your copy of the e-book and catch Ray Poynter’s presentations at the 2016 Customer Intelligence Summit to learn more. In my upcoming presentations at the 2016 Customer Intelligence Summit in Chicago and London , I’ll be sharing actionable tactics on how to thrive as a modern market researcher. Get closer to customers.

Marketing 100

Marketing Customer Centricity Innovation Social Media 100

Customer Guru

MARCH 7, 2018

Devika Vittal is the Director of Customer Experience at UAE Exchange. She is a seasoned customer experience professional with a demonstrated history of working in the financial services industry. Her expertise in this space helped UAE Exchange win two Customer Experience Benchmarking Index Awards for 2014.

Customer Experience 60

Customer Experience Customer Centricity Leadership Innovation 60