InMoment XI

SEPTEMBER 30, 2014

As customer experience professionals, it’s time we realized that we are no longer practicing customer experience management, but rather customer experience enablement. When it comes to the customer journey, we’re just along for the ride.

Customer Experience Professionals 200

Customer Experience Professionals Customer Journeys Customer Experience Management Customer Experience 200

InMoment XI

MARCH 6, 2024

The best customer experience quotes can be a great source of inspiration for leadership teams and entire organizations looking to drive their CX transformation. According to research: Companies that earn $1 billion annually can expect to earn, on average, an additional $700 million within 3 years of investing in customer experience.

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

CX Accelerator

MARCH 14, 2019

a global community of Customer Experience professionals, where do we tend to excel, and where do we have critical gaps? The bottom line is that Customer Experience Management as a practice is struggling to demonstrate ROI. As a function, we cannot continue this way. Look again now at the 16 personalities.

Customer Experience 369

Customer Experience Customer Journeys ROI Guidelines 369

ijgolding

APRIL 5, 2016

The very first question they asked me was “How did you become so passionate about customer experience management?” There is no better way to bring to life what I am describing than the experience I had the pleasure of enjoying last week. Customer Experience is not a job… it’s a vocation!

Customer Experience 120

Customer Experience Customer Experience Professionals Hotels Customers 120

IntouchInsight

MARCH 29, 2018

We recently sat down with Jim Tincher, founder of Heart of the Customer and Certified Customer Experience Professional (CCXP), to get his take on the customer experience landscape and how it is changing in 2018.

Customer Experience 191

Customer Experience Customer Experience Professionals Customers Customer Experience Management 191

CloudCherry

MARCH 19, 2018

It tells you if you’re actually doing the right things, whether the initiatives you take impact the customer as well as your business in a positive way and also cut down on investments that aren’t delivering the expected returns. Merely investing in a Customer Experience Management tool doesn’t suffice.

Customer Experience 247

Customer Experience Customer Journeys Lifetime Customer Financial 247

CX Journey

NOVEMBER 9, 2016

I'm looking forward to working with more new clients and meeting and learning from more brilliant customer experience professionals going forward. B2B Customer Experience Management Best Practices A Confused Customer Buys Nothing Today's VOC Program Challenges The 7 Deadly Sins of Customer Experience.

Customer Journeys 166

Customer Journeys B2B Customer Experience Professionals Culture 166

Customer Guru

AUGUST 8, 2018

Adam is a globally recognized expert on customer experience. He is the co-founder and director of Genroe, a consultancy that specializes in Net Promoter®, customer feedback management, data analysis, and customer experience management. Bruce is widely regarded as a customer experience visionary.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

ClearAction

SEPTEMBER 25, 2022

CCXP exam (Customer Experience Professional Certification) competencies are a guide to highly profitable customer experience management. The community of CCXPs is vital to the foundation of customer experience as a management field. CCXP Exam Joys, Struggles & Rewards Lynn Hunsaker.

Customer Journeys 62

Customer Journeys Study Customer Experience Professionals Financial 62

Kerry Bodine

JUNE 20, 2015

I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals. Transforming the Fan Experience 2015. Customer Response Summit.

Conference 120

Conference CEM Customer Experience Professionals Contact Center 120

CX Journey

SEPTEMBER 1, 2016

CX Day is a celebration of customer experience professionals, those folks who work tirelessly to design and deliver a great customer experience to their customers. This day is meant to not only highlight the profession but also to continue to raise awareness of the importance of the customer experience.

Company 92

Company Customer Experience Professionals Customer Experience Management Customer Experience 92

IntouchInsight

APRIL 5, 2018

In part-one of our interview, Jim - founder of Heart of the Customer and Certified Customer Experience Professional (CCXP) - provides many great insights for customer experience (CX) professionals looking to build a standout CX program across their organization.

Customer Experience 120

Customer Experience Customer Experience Professionals Customers Customer Experience Management 120

ijgolding

FEBRUARY 6, 2017

It is a challenging profession for a variety of reasons – largely because it is not ‘black and white’ There is no one way of doing anything when it comes to Customer Experience. As a result, the Customer Experience discipline is most definitely NOT a tick, or check box exercise!

Customer Journeys 156

Customer Journeys Management Exercises Customer Experience Professionals 156

ijgolding

JULY 14, 2017

Like me, Beth is a Customer Experience Specialist and proud to be a Certified Customer Experience Professional (CCXP). Beth started out in internal communications, journalism, and knowledge management.

Customer Experience Design 274

Customer Experience Design Customer Journeys Customer Experience Banking 274

CloudCherry

MARCH 19, 2018

It tells you if you’re actually doing the right things, whether the initiatives you take impact the customer as well as your business in a positive way and also cut down on investments that aren’t delivering the expected returns. Merely investing in a Customer Experience Management tool doesn’t suffice.

Customer Experience 150

Customer Experience Customer Journeys Lifetime Customer Financial 150

Customer Guru

AUGUST 21, 2018

The CXPA Board of Directors member has expertise in ’embedding customer experience DNA in company culture’ – she has successfully led company-wide customer experience at Applied Materials. One of her most notable research works was Forrester’s Customer Experience Management Maturity Model.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

ReviewTrackers

AUGUST 24, 2020

In order to differentiate themselves from the competition and drive revenue growth, businesses must delight customers, exceed expectations, foster consumer trust and loyalty, and deliver experiences that customers love. Customer experience management is an executive decision and requires an organization-wide commitment.

Customer Experience 124

Customer Experience Multi-Channel Social Media Touchpoint 124

ijgolding

FEBRUARY 13, 2018

Like me, Beth is a Customer Experience Specialist and proud to be a Certified Customer Experience Professional (CCXP). Beth started out in internal communications, journalism, and knowledge management.

Resources 145

Resources Customer Journeys Customer Experience Customer Centricity 145

CX Journey

OCTOBER 27, 2015

Ironically, the postings were really sales/retail positions or call center/customer service jobs. And sadly, many of the job descriptions never even mentioned the customer ! If that's the case, then your title should have the words "customer experience." (If How can that be? Do your job, the one you're hired for.

Customer Experience 80

Customer Experience Customer Experience Professionals Consulting Call Center 80

ClearAction

SEPTEMBER 29, 2016

It’s a time when customer experience professionals take extraordinary care to thank customers — and employees who make a difference in customer experience (CX). CX Day is in the first week of October, founded by the Customer Experience Professionals Association ( CXPA ).

Customer Experience 48

Customer Experience Customer Experience Professionals ROI B2C 48

Confirmit

SEPTEMBER 18, 2019

You’re probably aware of CX Day by now, but if you’re not, it is the brainchild of the Customer Experience Professionals Association ( CXPA ), a global non-profit organization specializing in the advancement and cultivation of the customer experience profession. Want to know more about CX Day?

Customer Experience Professionals 40

Customer Experience Professionals Insurance Leadership Innovation 40

CX Journey

NOVEMBER 29, 2017

Customer experience management is all about change management; that also means that it's all about change. At least that's what your customers are hoping for. You've listened to customers. But, as customer experience professionals, we know that our work is not done until change has happened.

Policies 124

Policies Customer Experience Professionals Employee Experience Customer Experience 124

Confirmit

JANUARY 29, 2019

In our recent report “The State of Customer Experience: Time to get real”, based on a survey of over 250 Customer Experience professionals, we have tried to identify what the most successful companies are doing, what we can learn from them, and what you need to do to deliver similar results.

Customer Experience 40

Customer Experience Customer Experience Professionals Report Customer Experience Management 40

CX Journey

JULY 5, 2016

The implications of investing in both the employee experience and the customer experience are measurable against the bottom line. There's a lot of evidence out there, and yet, customer experience professionals are constantly asked to prove it. The Elusive ROI of Customer Experience What is the #CX End Game?

Customer Experience 117

Customer Experience ROI Return on Investment Customer Experience Professionals 117

ClearAction

JANUARY 6, 2021

Another interesting thing about this list of obvious CX excellence needs is it’s not necessarily in the average customer experience manager’s scope of control or influence. Similar disagreement would occur with the idea that your employee experience equals HR’s resolution of your complaints.

Tips 77

Tips Customer Experience Net Promoter Score Customer Journeys 77

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

GetFeedback

AUGUST 14, 2019

CSAT can provide a lot of insights around how well your brand met expectations at these key parts of the customer journey. This type of specific interaction is often measured and included in Customer Experience Management. Learn how GetFeedback can help you exceed customers’ expectations— start your free trial today.

Customer Journeys 273

Customer Journeys Metrics How To Customer Satisfaction 273

Forrester

OCTOBER 20, 2014

Me neither - at least not until we ran our Customer Experience Index study in Germany this year. Attendees of Forrester''s Forum for Customer Experience Professionals EMEA are going to find out in London on November 17 and 18 because that''s when Roland Boekhout , CEO of ING-DiBa, is going to tell us.

Customer Experience 94

Customer Experience Banking Customer Experience Professionals Study 94

Confirmit

JANUARY 29, 2018

In our recent report “The State of Customer Experience: Time to get real”, based on a survey of over 250 Customer Experience professionals, we have tried to identify what the most successful companies are doing, what we can learn from them, and what you need to do to deliver similar results.

Customer Experience 40

Customer Experience Customer Experience Professionals Report Customer Experience Management 40

Ian Williams

JUNE 25, 2019

In the language of Customer Journey Mapping, the diagnostic approach may consider pain points & commercial opportunities, however may not consider the moments of truth & wow opportunities. The age of Customer Experience Transformation needs to rise to stand alongside the age of Customer Experience Management. .

Customer Journeys 40

Customer Journeys Customer Experience Exercises Customer Experience Professionals 40

ClearAction

OCTOBER 25, 2015

In truth, it boils down to making your company irresistible to customers and prospects. That can’t happen by virtue of asking more questions, incenting more purchases, enticing referrals, and other typical customer experience management practices. getting them to do things “for” you). Carpe diem!

Customer Experience 48

Customer Experience Customer Journeys ROI Customer Experience Management 48

Beyond Philosophy

OCTOBER 28, 2021

By considering that different customers are having those experience s , the movement will be better off. . Carbone thinks the future lies in moving to a new level of Customer Experience management. Another answer for saving Customer Experience is embracing the latest iteration, Customer Science.

Customer Experience 97

Customer Experience Net Promoter Score Insurance Effort Score 97

PeopleMetrics

DECEMBER 27, 2019

No matter how talented you are as a customer experience professional , you need a team to create a world-class VoC program. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. In this blog post, we are focusing on the internal help you will need.

CEM 82

CEM Telecommunications Software Analytics 82

Lumoa

JANUARY 19, 2023

Project management, to ensure that projects are well organized, completed on time and meet key metrics. Communication and problem-solving, to promote the team initiatives and manage change within the organization. Here’s an example of how a startup’s customer experience department might be structured.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

Horizon CX

SEPTEMBER 30, 2013

I’m reflecting and writing this latest blog on the eve of the very first Customer Experience Day (CX Day) declared so by the Customer Experience Professionals Association (CXPA) as the first Tuesday in October from this point forward.

Strategy 138

Strategy CEM Customer Experience Banking 138

Clarabridge

MARCH 1, 2017

Clarabridge Customer Connections (“C3”) is the must-attend event for customer experience professionals. Discussions of case studies that show the strategic value of customer experience management. Deep dives into the nuts and bolts of running a customer experience program effectively.

Case Study 40

Case Study Customer Experience Professionals Customer Experience Management Course 40

Clarabridge

MARCH 1, 2017

Clarabridge Customer Connections (“C3”) is the must-attend event for customer experience professionals. Discussions of case studies that show the strategic value of customer experience management. Deep dives into the nuts and bolts of running a customer experience program effectively.

Case Study 40

Case Study Customer Experience Professionals Customer Experience Management Course 40