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

Alida

APRIL 26, 2018

According to CMO.com way, back in 2016, 63% percent of CEOs saw rallying their organizations around the customer as one of the top three investment priorities for the year. Today, customer centricity, or some notion thereof, has become the strategic posture of almost every profitable company in existence.

Customer Centricity 133

Customer Centricity Analytics Study Customer Experience Professionals 133

Experience Investigators by 360Connext

OCTOBER 1, 2019

Customer experience professionals, enthusiasts and change agents around the world are celebrating today. CX Day is all about celebrating our success, learning from our amazing community, and looking to the future of customer experience. Watch: Building (and sustaining) a Customer-Centric Culture.

Case Study 137

Case Study Customer Centricity Culture B2B 137

BlueOcean

OCTOBER 8, 2021

Removing pain points FIRST, is far more valuable than trying to delight customers. This shift has led to the advent of the Customer Service Officer, a role that didn’t even exist just a short time ago. Tapping into Customer Personas. But even more than that, I’m excited for this new age of customer experience we are in.

Customer Experience 177

Customer Experience Contact Center Culture Study 177

Experience Investigators by 360Connext

JANUARY 28, 2020

Anxiety is ramping up for senior leaders focused on customer experience, and it’s not difficult to understand why. According to Forrester’s 2020 Predictions , 1 in 4 customer experience professionals will lose their job this year. Image credit: Forrester. It’s time to build some bridges.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

ClearAction

SEPTEMBER 25, 2022

CCXP exam (Customer Experience Professional Certification) competencies are a guide to highly profitable customer experience management. Before your CCXP study, you may not have realized there is a sequence (described above), where VoC feeds your company’s culture and strategy. CCXP Struggles.

Customer Journeys 62

Customer Journeys Study Customer Experience Professionals Financial 62

Blake Morgan

AUGUST 4, 2023

It comes down to the mindset and culture of the company–are leaders and employees focused on providing an excellent customer experience? Customer-centric companies are 60% more profitable than companies that aren’t. Every employee will walk away invigorated and ready to jump into customer experience head-first.

Customer Experience 52

Customer Experience Competitive Advantage Customer Centricity Case Study 52

Alida

MARCH 10, 2017

Failing customer experience initiatives are keeping business leaders up at night. According to an Accenture-commissioned study by Forrester Consulting, only seven percent of business leaders think that their company’s shopping experience exceeds customer expectations. Failure to listen to customers.

Customer Experience 196

Customer Experience Net Promoter Score Effort Score Chief Customer Officer 196

Beyond Philosophy

MARCH 19, 2020

Late last year, we decided to take our advice and study our customers and prospective customers, and well, anyone. One of the critical pieces of insight that came out of the study was the thing that people want most of all in 2020 is growth, whether that means in revenue, market share or return on investment (ROI).

Trends 191

Trends Net Promoter Score Effort Score ROI 191

ECXO

DECEMBER 26, 2023

Highly practical and accessible, it includes case studies and examples from AT&T, Apple, Spotify and The Wall Street Journal showing how these approaches have been used in practice. It features case studies of leading brands including Lemonade, Spotify, CEMEX, VMware, Starbucks, NIKE and Amazon. Here is the link.

Case Study 52

Case Study Customer Centricity Social Media Competitive Advantage 52

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

ijgolding

APRIL 4, 2017

Just this week, a fellow human being – who also happens to be a passionate Customer Experience Professional, has inspired me to write this post. Jacques Strydom believes, that when we are talking about the subject of Customer Experience, we must always start by remembering that we are Human first.

Technology 336

Technology Innovation Leadership Customer Experience Professionals 336

CustomerSuccessBox

OCTOBER 4, 2021

SaaS businesses aim at being customer-centric. A study shows that customer-centric businesses are 60% more profitable than their counterparts. Also according to the CMO Council, it is found that 14% of marketers believe that customer-centricity is the trademark of their companies. Link: [link].

Customer Success 52

Customer Success Customer Centricity Course Customer Experience Professionals 52

ijgolding

FEBRUARY 3, 2016

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. I want to start my inaugural exclusive column for MyCustomer by stating how very proud I am to call myself a customer experience professional!

Customer Experience 120

Customer Experience Customer Experience Professionals Travel Study 120

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. It's human nature to be more motivated by potential loss (of revenue, status, customers, growth) than by what is to be gained.

Customer Centricity 48

Customer Centricity Leadership Data Net Promoter Score 48

ijgolding

OCTOBER 21, 2014

The quote is in fact the very first line of the executive summary of this years Nunwood UK Customer Experience Excellence Report – a report that should be essential reading for any customer experience professional in the UK.

Report 229

Report Customer Experience Customer Centricity Fashion 229

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

SurveySparrow

JUNE 21, 2023

Hence, this task involves understanding the company’s goals, closely studying customer behavior, and tailoring business processes to cater to customer needs effectively. The first step to devising a standout CX strategy is to establish clear and measurable customer service objectives.

Consulting 52

Consulting Metrics Customer Journeys Customer Experience 52

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. Annette Franz.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

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

GetFeedback

DECEMBER 2, 2019

To determine the ROI for your business, it’s important to have a clear understanding of how much you are spending on earning and keeping your customers. But your best customers will also spend more on your brand! In one study , the strongest brand advocates spent 15% more than non-advocates. About the guest author .

ROI 195

ROI Customer Satisfaction How To Effort Score 195

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. Annette Franz.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

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

ShepHyken

MAY 8, 2018

Because customers first interact and communicate with a company’s employees, businesses must first have happy employees. which includes 32 case studies, is split into five parts: Be the Person I Raised You to Be. Redesign your business to help your customers achieve their goals, and then you will achieve your own.” – Jeanne Bliss.

Chief Customer Officer 78

Chief Customer Officer Case Study Customer Experience Professionals Customer Centricity 78

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

Kayako

APRIL 15, 2019

We had the pleasure of hosting customer service and experience expert, Shep Hyken earlier this month for a half hour Q&A session on why customer experience matters so much and what businesses must do to create the best experiences for their customers.

Customer Experience 169

Customer Experience Self Service Hospitality Customer Journeys 169

CX Journey

MARCH 12, 2015

We’ve developed a diagnostic instrument to help companies measure their culture based on that premise—to put numbers around the types of things people do when no one is looking, and in particular, the types of things that support customer-centricity. We examined employee engagement in one of our annual independent research studies.

Culture 80

Culture Engagement Employee Engagement Customer Centricity 80

Answer Dash

SEPTEMBER 14, 2019

I’m excited to share that I’ve partnered with Oracle on a research study that takes a cross-generational look at customer preferences, behaviors, and expectations. We’ve included plenty of stats and insights to help you understand this journey and build appropriate strategies to accommodate your varying customer needs.

Chief Customer Officer 52

Chief Customer Officer Customer Experience Customer Journeys Case Study 52

Innovative CX

FEBRUARY 26, 2019

As we know all functions have some role in the end-to-end customer experience. There is one function that plays an important role in managing the customer’s journey in organizations, that of the customer experience professional.

CEM 40

CEM Customer Experience Professionals Course ROI 40

Alida

AUGUST 8, 2016

Knowing about behavioral economics, understanding causality, being able to work with information and having the skills to design studies are still necessary for today’s market researchers. business inputs, connect with customers and be great communicators. . Use market research skills as your edge, not as your sole play.

Marketing 100

Marketing Customer Centricity Innovation Social Media 100

SurveySensum

JULY 14, 2020

James Dodkins – Customer Experience Influencer, Keynote Speaker, Author, CX Trainer. International Keynote Speaker, Trainer, and Content Creator, James Dodkins is named as the UK’s #1 CX Influencer by Customer Experience Magazine. She is now Chief Customer Officer at ClearAction Continuum.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ChurnZero

MARCH 29, 2019

Studies show that retaining customers is far less expensive than seeking new ones, and sending surveys like this one can make sure that clients feel heard and have a greater investment in remaining with your service or product. How Customer Success Can Catalyze Customer-Centric Change. Upcoming Webinar.

B2B 73

B2B Survey Net Promoter Score Effort Score 73

PeopleMetrics

APRIL 4, 2017

Consider the field of engineering, for example; they study how and why failures occur to learn how to build stronger, safer structures. As valuable as their book is for all business leaders, it’s worth a special look for customer experience professionals.

Culture 94

Culture Innovation Customer Experience Professionals Customers 94

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

Eptica

NOVEMBER 6, 2019

About Jeannie Walters Jeannie Walters is the chief customer experience investigator and founder of 360Connext , a global consulting firm specializing in evaluating and improving the customer journey. She also co-hosts a top-rated podcast on customer experience and customer service, Crack The Customer Code.

Leadership 77

Leadership Net Promoter Score Contact Center Effort Score 77

ijgolding

JUNE 25, 2017

My seven ‘tips’ that will enable any organisation to become genuinely customer centric, have allowed me to share my experiences, thoughts, case studies, successes and failures observed over the last twenty three years, helping organisations and practitioners to put the customer (and employees) at the centre of their respective universes!

Customer Centricity 128

Customer Centricity Culture Customer Experience Professionals Case Study 128

CX Journey

OCTOBER 6, 2016

It's a challenge that customer experience professionals face as they attempt to get executive commitment, transform the organization's culture, and more. What advice would you give to these professionals to help them help others (especially executives) change the way they think about things? Tony Hsieh. Entrepreneurs.

Culture 169

Culture Banking Metrics Employee Engagement 169