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


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!

Customer Experience Professionals’ Essential Toolkit


Customer Experience Professionals’ Essential Toolkit optimizecx. Customer experience tools are just as important to success as a carpenter’s tools are. Think of customer experience management as a flow (not pillars!).

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Top 20 Books Every Customer Experience Professional Needs to Read Now


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.

Customer Journey Management – it’s not just about the mapping!


Customer Experience is now recognised as a profession – as I am sure many are bored with hearing me repeat over and over again! As a result, the Customer Experience discipline is most definitely NOT a tick, or check box exercise! A collage of customer journey maps!

Die Customer Experience Professional Association gibt es jetzt auch in Deutschland, Österreich und der Schweiz – und wir brauchen Ihre Beteiligung.


Die CXPA hilft Customer-Experience (CX)-Spezialisten, das Customer-Experience-Management zu einem festen Bestandteil der Unternehmensausrichtung zu machen und Transformation über die gesamte Unternehmung hinweg einzubetten. Customer Experience

New XM Institute research: state of Customer Experience Management 2019


I’m particularly happy to announce a new research report, The State of CX Management, 2019. To understand the current state of customer experience (CX) management , we surveyed 212 CX professionals around the world from companies with at least $500 million in annual revenues.

CX = V! Customer Experience is not a job… it’s a vocation!


The very first question they asked me was “How did you become so passionate about customer experience management?” Using tools and methodologies to improve the ability of a business to meet and exceed customer expectation just made so much sense to me.

The Customer Experience Landscape: Interview with Jim Tincher (Part 1)


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 Management

The Right Approach to Customer Experience: Jim Tincher Interview (Part 2)


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 Management

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


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? –

How Well Do You Know Your Customer? Is There Any Point Creating Customer Personas?


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 post How Well Do You Know Your Customer?

Tools 170

How to Simplify B2B Customer Experience Improvement


In fact, if you watch a B2B sales manager for any length of time, there’s a 97.4% A B2B sales manager’s job is essentially to coax a prospect into buying a problem-solving machine. Where to Start Your Customer Experience Improvement.

B2B 117

If Customer Experience isn’t about Transformation, it isn’t about anything

Ian Williams

The map itself is not the point of Customer Journey Mapping. Transformation, however, typically sits with specific individuals across different functional areas who do not appreciate the real benefits of Customer Journey Mapping.

Customer Experience Planning: Do This, Not That


Customer Experience Planning: Do This, Not That. Make sure your approaches are aligned with what customers want, and make sure your strategy is aligned with your enterprise objectives. Be brutally honest in your assessment of what is helping customers help you.

ROI 97

Guiding the Customer’s Experience from the Passenger Seat


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.

Guiding the Customer’s Experience from the Passenger Seat


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.

Why Most Customer Experience Programs Fail

Beyond Philosophy

We work with Customer Experience (CX) professionals around the world and train them on how to go about implementing CX programs. The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. Where does your experience stop?

Guiding the Customer’s Experience from the Passenger Seat


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. This is not to say that we cannot have an effect on the customer experience, but the role that companies need.

Loving Suppliers for Customer Experience Excellence


Loving Suppliers for Customer Experience Excellence. Is it possible to be the darling of your customers, yet the opposite to your suppliers? If every company has no intention of loving their suppliers, then what's the point of B2B companies trying to be loved their customers?

Customer Experience Governance: Do This, Not That


Customer Experience Governance: Do This, Not That. Governance doesn’t get much airtime in customer experience management conversations and writings. " To summarize as it applies to CX management: The company leaders establish and monitor CX policies.

Three ways to influence how your organization views customers


In a recent blog post and during a panel chat at the recent Qualtrics X4 conference in Salt Lake City, we talked about the many ways you can leverage customer and citizen feedback to help your business or government agency get ahead of operational and business risk.

How to Develop your Digital Customer Experience

Ann Michaels and Associates

When you have multiple brands in multiple industries offering the same products you do, you need to give customers a reason to choose you over them. Many brands today are working to find that differentiation in customer experience.

Driving Measurable Results from CX Initiatives


In my last post , I reflected on my vacation to the Galapagos and my thoughts on how customer experience programs needed to evolve similarly to how various endemic species of the Galapagos were required to in order to survive. A lot of research has been done which makes the general point that great customer experiences drive long-term profitable growth.

Customer experience for government: 6 resources for understanding OMB Circular A-11 Section 280


federal government agencies, our team is always working with clients and partners on fascinating, newly emerging issues that impact the business, customer, and employee experience parts of federal government agencies. I love being part of the Qualtrics federal team in Washington, DC.

In a Word: The Customer Sentiment Index

Bob Hayes

Did you know that CSI can help you understand, in just one word, the health of your customer relationships? I am writing about the Customer Sentiment Index (CSI), a measure based on a single word that customers use to describe a company. Scoring the Customer Sentiment Index.

B2C 94

With customer experience design, functional is good. But don’t stop there – by Beth Richardson


“Focus on the whole journey, not just the transaction” In the world of Customer Experience (CX) you will hear this phrase frequently. The difference between a user story like the one above, and meeting a customer’s overall goal. Customers are human.

Where customer feedback and security collide


Collecting customer feedback has become a bigger imperative than ever before for federal government agencies. You might think that with all the ways there are to collect customer feedback nowadays, it would be simple for every company or organization to do it, right?

Is the Customer Experience Really Everyone's Job?

CX Journey

Pundits and experts alike say that customer experience is everyone's job. If you google "customer experience is everyone's job" and "customer service is everyone's job," you'll find endless articles, blogs, and webinars with that very title.

7 Top Tips to Create a Customer-Centric Culture 


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.

Delivering Customer Experiences that deliver Value


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. Bridge customer comments with their actions.

Celebrating Our Customers and Our Employees Who Serve Them


This week we celebrate National Customer Service Week—and today we celebrate CX Day. However, what we’re really celebrating is our customers trusting us every day with their business. We also want to tip our hats to the Verint professionals who work with our customers every day. In a Customers for Life organization such as ours, customer service isn’t a department—it’s a way of life. She also possesses excellent interpersonal and people management skills.

Customer Experience Influencers You Must Follow – Part 1

Customer Guru

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.

The Personality Of Customer Experience

CX Accelerator

When it comes to Customer Experience (CX) work, it takes a very special type of person to be successful. a global community of Customer Experience professionals, where do we tend to excel, and where do we have critical gaps?

The Stability of Customers' Sentiment, Satisfaction and Recommendation Intentions

Bob Hayes

Businesses assess the attitudes of their customers using customer surveys. The purpose of these surveys, typically conducted annually, is to help companies maintain or improve the quality of the customer relationship. Stability of Customer Metrics.

Customer Experience – Kyoto-style: By Beth Richardson


Being a customer experience specialist means never quite leaving work behind, even on holiday, and I wanted to find out whether the customer experience in Kyoto would be different to anywhere else. So, was the customer experience different in Japan?

Travel 196

VP Customer Experience Role for Growth


VP Customer Experience Role for Growth Lynn Hunsaker. The VP Customer Experience role is evolving as companies shift to embrace the “purpose of business” proclaimed by Business Roundtable. Align foremost to your high-growth customer segment.

Top 10 BOB Blog Posts of 2014: Empathy, Big Data and Metrics

Bob Hayes

I was surprised that my blog post on the role of empathy in the customer experience received the most pageviews this year. In this post, I explore the importance of empathy in delivering a great customer experience.