Customer Experience Professionals’ Essential Toolkit

ClearAction

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!).

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

ijgolding

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!

Top 20 Books Every Customer Experience Professional Needs to Read Now

Chattermill

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.

Now Customer Experience Professional Association is also in our DACH region in Germany, Switzerland and Austria and We Need Your Participation

eglobalis

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.

CEM 64

Driving Measurable Results from CX Initiatives

Verint

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.

8 Uses of Artificial Intelligence to Boost Customer Experience Measurement

Pointillist

In a recent Forrester survey, only 35% of CX professionals reported that they are measuring how their most important customers feel about their most important experiences. How to Use Artificial Intelligence for CX Measurement. Find Insights Across Customer Journeys.

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.

B2C 95

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. Other top posts reflected Big Data trends, data science skills and measuring employee empowerment.

You have experience and operational Data. Now what? Governance.

Qualtrics

Don’t you just love customer stories? If your business or agency has been around for a while, then you probably know at least one story of how a customer’s life has been transformed by the work of your organization. It’s always great to tell customer stories.

How to Use the CSAT Metric in Your CX Program

GetFeedback

Let’s talk about customer satisfaction. . In customer experience (CX) terms, we often dismiss Customer Satisfaction Score (CSAT) measurement as too simple. CX shouldn’t ever be measured by one metric alone. Can CSAT improve customer experience? .

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.

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. The symptom is a poor experience; the cause is their lack of Customer centricity. The reason your organization is delivering the experience it does today is because of the way your organization is.

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. The symptom is a poor experience; the cause is their lack of Customer centricity. The reason your organization is delivering the experience it does today is because of the way your organization is.

A (CX) Tale of Two Cafes, by Beth Richardson

ijgolding

This is not a tale of two cities, but rather of two cafes, and a quiet revolution where small businesses cannot escape customer scrutiny on social media. There was nothing wrong, but it wasn’t a particularly pleasant experience either. I know I am a very fussy customer.

6 competencies for CX transformation [Forrester study]

Vision Critical

Most executives today claim that customer experience (CX) is a top goal for their business , but Forrester’s research shows that companies aren’t making meaningful improvements in this area. Twenty-five percent of consumers rated their experience as “poor” or “very poor” in 2017.

Study 148

Delivering Customer Experiences that deliver Value

CloudCherry

You might think that your business is delivering great experiences to customers, but are customers actually finding value in it? Also, is your business able to measure tangible value from it? Merely investing in a Customer Experience Management tool doesn’t suffice.

18 Reasons to Map Customer Journeys

CX Journey

Or are you still wondering why it''s an important tool to have in your customer experience management toolbox? I think customer experience professionals have made huge inroads in that regard this year. maps aren''t just for the customer experience.

CX Experts We Love

Wootric CX Blog

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. Why we love Amy: She’s head of Customer Advocacy at MindTouch.

We Asked 30 CX Influencers if They Would Recommend the Net Promoter System

Lumoa

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. Before we dive deeper, here’s a detailed guide to how to improve your customer experience with NPS (and here is a quick summary of what NPS is and isn’t ).

System 353

Delivering Customer Experiences that delivers Value

CloudCherry

You might think that your business is delivering great experiences to customers, but are customers actually finding value in it? Also, is your business able to measure tangible value from it? Merely investing in a Customer Experience Management tool doesn’t suffice.

CEO’s Guide to Growth through Customer Experience Alignment

Answer Dash

Surprisingly, the major glitch for agility and alignment is lack of clear understanding about how major priorities and objectives fit together, according to extensive research conducted by Donald Sull from MIT Sloan School of Management. This provides customer experience context.

CEO’s Guide to Growth through Customer Experience Alignment

ClearAction

CEO’s Guide to Growth through Customer Experience Alignment Lynn Hunsaker. Organizational agility — to profitably seize evolving opportunities and allay emerging threats — depends upon managers aligning daily decisions with core customers’ expectations and your corporate strategy.

Customer Experience and the Bottom Line

CX Journey

Image courtesy of dizzycage Still trying to show executives how your proposed customer experience improvement initiatives impact the bottom line? The implications of investing in both the employee experience and the customer experience are measurable against the bottom line.

Customer Experience: The Evolution and The Revolution

Syngro

Customer Experience is set to overtake price and product as the key brand differentiator by 2020. Many companies already recognise the importance of customer experience for customer retention and business growth. MarketsandMarkets forecast the global customer experience management (CEM) market to grow from $3.77 billion by 2019, the customer analytics market from $1,623.2 The problem CX managers face is how to demonstrate ROI.

The Case FOR Customer Experience as a Business Strategy

Horizon CX

Being a Customer Experience (CX) professional and having studied and practiced the art and the science of this wonderful CX discipline for over nine years now, (all within one organization) I pause to reflect on what the net result is of all the hard and dedicated work that we CX professionals have accomplished thus far and what we are yet to accomplish. What must we do to ensure every employee knows their role in the Customer Experience program?

Customer Experience Conferences and Events to Attend in 2017

ReviewTrackers

CX is also a great competitive differentiator, helping companies respond to and exceed customer expectations, improve satisfaction, drive loyalty, reduce churn, and increase revenue. For more on CX: “ Customer Experience Definition — and How CX Differs from Customer Service”.

Journey Mapping: Focus on the Customers’ Experience

ClearAction

Journey Mapping: Focus on the CustomersExperience. Customer journey maps are all the rage. In this 3-part series, we'll look at 3 keys to getting it right: focus on the customers' experience journey, map for actionability, and apply insights everywhere.

ROI 104

Customer Journey Mapping: Apply Insights Everywhere

ClearAction

Customer Journey Mapping: Apply Insights Everywhere. Customer journey mapping is a big investment in most companies, and money is being left on the table. That's because there are many more applications for customer experience insights than first meets the eye.

Customer Experience Journeys: Map for Actionability

ClearAction

Customer Experience Journeys: Map for Actionability. How actionable are your customer journey maps? Yet I've noticed that many customer journey maps aren't really designed to get full mileage from them. How can you get your whole organization engaged in making a significant positive difference to customers, and subsequently to cash? Customer journey maps are a means to an end, not an end in themselves. Comments are Customer Experience Gold.

ROI 89

Customer Experience Challenges According to 15 CX Experts

Lumoa

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. Let’s find out what the field professionals actually experience.

The Future of Customer Experience Calls Urgently for a Significant Shift

ClearAction

The Future of Customer Experience Calls Urgently for a Significant Shift Lynn Hunsaker. The future of customer experience (CX) is sure to be influenced by artificial intelligence, digitalization, the sharing economy, generational preferences, cross-pollinated expectations and much more.

ROI 72

New Customer Experience Survey Reveals Many Opportunities for Corporate Program Improvements

COPC

The 2016 Corporate Edition of the Customer Experience Management Benchmark (CXMB) Series was recently released at the Execs In The Know Customer Response Summit held in Las Vegas in February. and Execs In The Know covers a broad range of topics and has revealed many areas of opportunity where companies can greatly improve the customer experience. Only 15% of companies monitor the entire customer experience. Customer Experience

The A-List: Customer Success

Amity

Frequently updated and always on point, the A-List is a snapshot of what's happening in the world of Customer Success. Director of Customer Success - Proven. The Customer Success Newsletter. Customer Success Expert - Glide Consulting. VP of Customer Success - Bluecore.

Behavior: The First Mile of the Exceptional Customer Experience

Pretium Solutions

It was an excellent conference with well over 100 customer experience professionals in attendance. The presentations about creating the right customer experience culture and programs were refreshing and insightful.

Behavior: The First Mile of the Exceptional Customer Experience

Pretium Solutions

It was an excellent conference with well over 100 customer experience professionals in attendance. The presentations about creating the right customer experience culture and programs were refreshing and insightful.

Behavior: The First Mile of the Exceptional Customer Experience

Pretium Solutions

It was an excellent conference with well over 100 customer experience professionals in attendance. The presentations about creating the right customer experience culture and programs were refreshing and insightful. The journey toward becoming a customer-centric organization is not an easy one. There were many vendors at the CXPA conference touting enterprise customer management software.

How to Create a Single Customer View to Deliver Better Customer Experience

Pointillist

As per the ‘State of Customer Experience in 2018’ survey , one of the biggest roadblocks to delivering exceptional customer experience is dealing with customer data. The opportunity to wow the customer is lost forever. What is a single customer view?