ijgolding

APRIL 3, 2017

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! You can purchase the book here – I hope you do.

Customer Experience Professionals 152

Customer Experience Professionals Healthcare Government Customer Centricity 152

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

ijgolding

AUGUST 9, 2017

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.

Engagement 226

Engagement Customer Experience Customer Experience Professionals Customer Centricity 226

Blake Morgan

AUGUST 4, 2023

When looking for a keynote speaker for a conference, retreat, or presentation, most companies go through a speakers bureau. Instead of finding someone on their own, speakers bureaus connect companies and individuals with a huge variety of professional speakers, from authors to athletes and thought leaders.

Customer Experience 52

Customer Experience Competitive Advantage Customer Centricity Case Study 52

Alida

JUNE 16, 2016

A thought leader in CX even before this practice became mainstream , Bliss is an author and a rexpected expert on customer-centric leadership. As we recently announced, Bliss is one of the keynote speakers at the upcoming 2016 Customer Intelligence Summit in Chicago.

Chief Customer Officer 100

Chief Customer Officer Customer Centricity Customer Experience Professionals Leadership 100

CX Centric

OCTOBER 4, 2021

CX-Brussels in collaboration with CX-Centric hosted an event on CX Leadership which was on the 9th of September 2021. The online event was predominantly attended by Belgian-based Customer Experience professionals from most insurance companies.

Leadership 52

Leadership Customer Experience Customer Centricity Roadmap 52

Lumoa

JANUARY 9, 2018

For larger organizations, the top customer experience challenge will be figuring out how to strategically invest for the present while staying nimble for the future. This will push more aggressive change driven by Customer Experience professionals. Never underestimate the customers expectation in CX.

Customer Experience 354

Customer Experience Competitive Advantage Omni-Channel Culture 354

Customer Guru

AUGUST 8, 2018

He has extensive experience in retail, wholesale, franchising, and small business and has a strong belief in positive customer experience. She has over 16 years of experience in areas of market research, program management, marketing, instructional design, and training. Aimee Lucas Follow @Aimee_Lucas.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

ijgolding

DECEMBER 30, 2014

It is difficult to find a company at the end of a long twelve months that is not talking about Customer Experience. Most CEOs and other business leaders have integrated the words Customer Experience into most of their internal and external presentations. If you want to read some of them, below is a small sample!

Customer Experience 214

Customer Experience Customer Experience Professionals Training Customer Journeys 214

Comm100

MARCH 8, 2017

Follow Martins on Twitter to see why he was named one of The Huffington Post’s Top 100 Customer Service Management Experts. Jeanne Bliss is the Founder and President of CustomerBliss , and the Co-Founder of The Customer Experience Professionals Association. Jeanne Bliss. JeanneBliss. RachardRShapiro. Annette Franz.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

ijgolding

NOVEMBER 16, 2015

Whilst the meaning behind the phrases is perfectly well intended, all too often the words and their meaning are dismissed by those looking for any excuse to resist a focus on ‘the customer’. Last week I, along with thousands of other Customer Experience Professionals, proudly celebrated the third global CX Day.

Engagement 120

Engagement Customer Experience Professionals Customer Centricity Social Media 120

Lumoa

JANUARY 19, 2023

Whether your company is using the Balanced Scorecard , OKRs (Objectives and Key Results), SMART , or simple KPIs , this will help you align the work of your future customer experience department to goals everyone in the company cares about.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

Beyond Philosophy

MARCH 19, 2020

Moreover, Forrester said that one in four people in the Customer Experience industry would lose their jobs this year. We realized that we needed to make a more reliable connection between how having a customer-centric culture that puts the customers’ needs first leads to customer-driven growth.

Trends 191

Trends Net Promoter Score Effort Score ROI 191

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.

Marketing 100

Marketing Customer Centricity Innovation Social Media 100

Customer Guru

AUGUST 21, 2018

Michelli is an internationally sought-after speaker, New York Times bestselling author of business books “The Starbucks Experience”, “The New Gold Standard”, “Prescription for Excellence”, and “Driven to Delight”, and an organizational consultant. She is also a board member of the Customer Experience Professionals Association.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

ijgolding

JANUARY 14, 2019

In 2018, the Customer Experience Professionals Association (CXPA) celebrated its 7th birthday. In 2011, the creation of the CXPA saw the competencies and capabilities practiced by those working in the field of customer experience as a profession for the first time. Time to present to you the bold new Prezzo.

Customer Experience 246

Customer Experience Airlines Customer Journeys Customer Centricity 246

Confirmit

JULY 10, 2019

With the right level of trust you can motivate, empower and encourage everyone in the organization to do the right thing for your customers and deliver real business value. Our Presenters: Brad Linville, Sr. Faith Adams is an analyst at Forrester Research, serving Customer Experience Professionals. Watch webinar.

Customer Journeys 45

Customer Journeys B2C Customer Experience Professionals Customer Centricity 45

Horizon CX

DECEMBER 21, 2021

Having a customer-centric mindset, as those of us within the Customer Experience profession tend to have, I’m particularly concerned about how we respond to those recommended measures intended to help mitigate viral transmissions—physical distancing, masks, sanitizers, vaccinations, etc.

Leadership 130

Leadership Measurement Groups Customer Experience Professionals 130

Oracle

MARCH 7, 2019

I often remind people the acronym “CX” was little-known until Bruce Temkin and Jeanne Bliss co-founded the Customer Experience Professionals Association in 2011. “Customer experience” across the organization wasn’t a clear business initiative or concern. CX: The Present.

e-support 103

e-support Customer Centricity Customer Journeys Technology 103

Lumoa

OCTOBER 31, 2018

For larger organizations, the top customer experience challenge will be figuring out how to strategically invest for the present while staying nimble for the future. This will push more aggressive change driven by Customer Experience professionals. Never underestimate the customers expectation in CX.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Second to None

SEPTEMBER 23, 2019

Most customer experience professionals are familiar with the omnichannel strategy ; one which strives to create a fluid experience across all channels and platforms by utilizing centralized customer data and tracking previous interactions. There is a calculated thought process that contributes to the final outcome.

Omni-Channel 76

Omni-Channel Customer Centricity Brands Strategy 76

Confirmit

JULY 10, 2019

With the right level of trust you can motivate, empower and encourage everyone in the organization to do the right thing for your customers and deliver real business value. Our Presenters: Brad Linville, Sr. Faith Adams is an analyst at Forrester Research, serving Customer Experience Professionals.

Customer Journeys 40

Customer Journeys B2C Customer Experience Professionals Customer Centricity 40

GetFeedback

AUGUST 14, 2019

But I see a place for Customer Satisfaction Score (CSAT), based on organizational goals, resources, and structure. Customers and their experiences are complex and nuanced, so there’s no perfect metric. So consider CSAT as one of many tools available to help you improve your customer’s experience. .

Customer Journeys 273

Customer Journeys Metrics How To Customer Satisfaction 273

Confirmit

JUNE 26, 2019

With the right level of trust you can motivate, empower and encourage everyone in the organization to do the right thing for your customers and deliver real business value. Our Presenters: Brad Linville, Sr. Faith Adams is an analyst at Forrester Research, serving Customer Experience Professionals.

Customer Journeys 40

Customer Journeys B2C Customer Experience Professionals Customer Centricity 40

Kustomer

NOVEMBER 9, 2023

Customers today expect more than ever before. They want instant responses, personalized recommendations, and seamless experiences across all touchpoints. This changing dynamic presents both a challenge and an opportunity for businesses. It’s not a question of why, it’s a question of when.

Innovation 52

Innovation Customer Experience Professionals e-support Industry 52

Oracle

AUGUST 1, 2018

Meet them: Shep Hyken Shep is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. Jeanne Bliss Jeanne Bliss is the Founder and President of CustomerBliss , and the Co-Founder of The Customer Experience Professionals Association. Learn more.

Chief Customer Officer 72

Chief Customer Officer Video Customer Experience Professionals Social Media 72

GetFeedback

JULY 19, 2019

And yet, it’s not surprising to know companies categorized as customer-centric reported much higher revenue than their counterparts, as documented in Hotjar’s 2019 State of Customer Experience Report. How to set up your Voice of the Customer (VoC) program for success. About the guest author .

Customer Journeys 230

Customer Journeys Effort Score Net Promoter Score How To 230

ReviewTrackers

MAY 8, 2017

Session topics include the state of the Internet of Things, CX ROI, data analytics and personalization, customer and employee adoption, virtual and augmented reality, and customer loyalty programs. CXPA Insight Exchange. When: May 16 to 17, 2017. Where: Phoenix, AZ. When: July 17 to 19, 2017. Where: Boston, MA.

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

CSM Magazine

MAY 19, 2022

In 2019 we underwent a digital transformation that included the creation of a customer-centric website with access to comprehensive information and a host of accessible and easy-to-use self-serve online services. Customers see this and appreciate it too. Autumn 2020 report) when it comes to response times. Enable self-service

Self Service 52

Self Service Wait Times Training Customers 52

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

ijgolding

NOVEMBER 22, 2016

Fortunately, the profession that customer experience has become is steadily building a burgeoning number of just such people. Let’s start with my tip number 1: Tip 1 – Make customer experience a priority for the whole company! Tip 2 – Embed a customer experience framework.

Customer Centricity 120

Customer Centricity Culture Tips Strategy 120

Steve DiGioia

DECEMBER 5, 2016

an independent research and publishing firm focused on customer-centric business management, and Founder/Editor-in-Chief of CustomerThink.com, the world’s largest community dedicated to customer-centric business. There’s no time like the present to identify what you want the customer experience to be.

Industry 100

Industry Culture Metrics Customer Centricity 100

Answer Dash

JUNE 27, 2018

If you’re talking about a great thing that occurred from somebody’s suggestion, let them present it. Jeanne Bliss is the Founder and President of CustomerBliss, and the Co-Founder of The Customer Experience Professionals Association. I typically call this, “checking your ego at the door”.

Chief Customer Officer 63

Chief Customer Officer Customer Experience Leadership Policies 63

CustomerSuccessBox

MARCH 4, 2022

Deploying programs to help promote company value with customers, customer goal attainment, new features, and new use-cases; and designing the customer journey to assist drive customer lifetime value. Customer experience, professional services, and customer support are all part of a solid strategic goal.

Customer Success 52

Customer Success Customers Leadership Sales 52

Bold360

JANUARY 19, 2017

Founder and President of CustomerBliss, Jeanne Bliss is one of the foremost experts on customer-centric leadership. She was the first known CCO (Chief Customer Officer) at Microsoft as well as other corporations, pioneering this role. Jeanne is a co-founder and board member of the Customer Experience Professionals Association.

Customer Experience 40

Customer Experience Self Service Consulting Social Media 40

ClearAction

OCTOBER 2, 2017

Customer Experience Professionals’ Essential Toolkit optimizecx. Customer experience tools are just as important to success as a carpenter’s tools are. Likewise, customer experience professionals need to master basic customer experience tools to get the job done.

Customer Experience Professionals 78

Customer Experience Professionals Customer Experience Customer Journeys Analysis 78