ijgolding

NOVEMBER 17, 2016

Ben Motteram ( BM ), Ian Golding ( IG ) and Karl Sharicz ( KS ) are three Customer Experience (CX) professionals living on three different continents, all members of the Customer Experience Professionals Association, ( CXPA ) and each possessing the passion and the tenacity to make a difference in the lives of people and businesses around the world through a disciplined approach to CX. What do you most love about being a CX professional?

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Customer Experience Professionals Customer Experience Customer Centricity NPS 239

ijgolding

SEPTEMBER 19, 2016

During my career as a Customer Experience Professional, my opinions, points of views and suggestions have been rebuffed on many an occasion. Experience IS vitally important. I am responsible for Customer Experience’ – ‘You have to listen to me!’. I have heard these two sentences uttered by someone in a Customer Experience role (note I do not describe them as a Customer Experience Professional) – they wondered why no-one wanted to listen to them.

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Customer Experience Professionals Customer Experience Training Hotels 213

Experience Matters

FEBRUARY 9, 2015

I recently posted about the Past and Exciting Future of the Customer Experience Professionals Association. After reviewing our progress over the last few years, I am even more excited about the future of the organization and what it means for CX professionals worldwide. We increase the impact and visibility of Customer Experience professionals, facilitate effective member-to-member sharing, and establish respected standards. new CX professionals).

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Customer Experience Professionals Engagement Customer Experience Resources 253

ijgolding

JANUARY 26, 2015

When I started out on my Customer Experience career many years ago, I had no idea that Customer Experience would ever be recognised as a profession. As I started to influence the organisation I was working for, I also did not realise that to be the best Customer Experience Professional I could be, I was […].

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Customer Experience Professionals Chief Customer Officer Customer Experience Customers 226

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ijgolding

JUNE 9, 2015

If you have followed my writing for a while, you will be very much aware that I am very proud and passionate Customer Experience Professional (CXP). One of a growing number of ‘specialists’ in the newly recognised professional field, this group of skilled, experienced practitioners is growing in number on a weekly basis. Not only that, the Customer Experience is not the responsibility of a CXP – it is the responsibility of the WHOLE ORGANISATION.

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Customer Experience Professionals Leadership Customer Experience ROI 297

ijgolding

NOVEMBER 21, 2014

On this date I became a Certified Customer Experience Professional (CCXP). For the last twenty years I have been working across multiple industries to help businesses improve their ability to meet the needs of colleagues and customers. To now be able to demonstrate that my expertise is worthy of a professional qualification is a wonderful thing. Since July, I have spoken to Customer Experience professionals all over the world about the qualification.

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Customer Experience Professionals Customer Experience Course Training 209

ijgolding

OCTOBER 1, 2017

Last week I had the honour of being a judge at the 8th annual UK Customer Experience Awards. As per my preference, I was fortunate enough to be on the panel of judges determining who the UK Customer Experience Professional of the Year should be. As someone who has championed Customer Experience (CX) as a profession for quite some time, it always feels apt that this is the category I should be overseeing. Just not CX Professionals.

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Customer Experience Professionals Customer Experience Meeting Customers 158

ijgolding

OCTOBER 6, 2014

This blog post is written to mark the second global Customer Experience Day on Tuesday 7th October 2014. Join thousands of CX Professionals all over the world in marking the significance of Customer Experience in our lives today! What you are about to read are the exploits of one Customer Experience Professional as he went about his business during a working week.

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Customer Experience Professionals Customer Experience Customer Centricity Hospitality 200

ijgolding

MARCH 27, 2018

Today I am absolutely delighted to share my interview with ex colleague and seasoned Customer Experience Professional, Richard Shenton, Head of Customer Experience Strategy & Operational Excellence, Virgin Media Business – enjoy…. Their processes were not slick at all and I could not believe how inefficient their processes were and how they impacted the customer. Tell us more about your focus on Customer Experience (CX)?

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Customer Experience Professionals Net Promoter Score Financial Customer Experience 148

Speaker: Scott Galloway, Professor of Marketing at NYU Stern; Tope Sadiku, Strategic Planning Lead - Strategy, Transformation, Agile and Digital Revolution at The Kraft Heinz Company

CMSWire CONNECT Conference is a must-attend event for customer experience professionals looking to stay up-to-date with the latest industry trends and connect with like-minded individuals. Elevate your customer experience. Secure your conference pass today!

Connections

MyCustomer

JULY 29, 2020

Individuals succeed primarily because they pick someone they admire, follow their example, and.Which four brands most inspire CX professionals? 3rd Aug 2020 Everybody needs a role model, right?

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Customer Experience Professionals Brands Examples Management 111

ijgolding

OCTOBER 16, 2017

On the 3rd October 2017, in celebration of Global CX Day, I wrote an article entitled, ‘What Does it Take to be a Customer Experience Professional’ It is not the first time and will most certainly not be the last time I write about the significance of the profession that has become my vocation AND one that continues to grow at a rapid rate. So, the big question I had is how junior customer experience individuals can get into this field?

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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. Your whole customer experience team can identify their ratings on each element of this equation and learn how to increase trust.

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Customer Experience Professionals Analysis Customer Experience Sports 78

Kerry Bodine

MAY 14, 2018

Last week, my colleague Amelia and I joined nearly 400 other customer experience professionals at the annual CXPA Insight Exchange in New Orleans. The following day, she took the CXPA ’s exam to become a certified customer experience professional. It was an energizing (and, to be completely honest, exhausting) two days—but the work didn’t end for Amelia when the conference was over.

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Speaker: Nichole Devolites, Customer Experience Expert, SecureAuth

Customer experience professionals understand the importance of both creating and maintaining easily available programs that improve CX. Nichole Devolites is joining us for a webinar on July 27th at 12 pm EDT to discuss how CX professionals can integrate and connect their communities with the customer lifecycle. Register today!

Customer Experience Professionals

MyCustomer

DECEMBER 10, 2020

5th Jan 2021 Entrepreneurs and startups intuitively understand the need to connect their products and services to the needs of the market - because if.What CX professionals can learn from entrepreneurs.

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Beyond Philosophy

OCTOBER 2, 2017

As a Customer Experience professional, understanding three trends today is imperative. However, if you can accept them, you are poised not only to deliver an excellent experience, but you will also position yourself to move it to the next level of greatness. Recognizing that Customers decide emotionally and justify rationally. Embracing the all-encompassing nature of Customers’ irrationality. Customers are irrational by nature.

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Customer Experience Professionals Trends Loyalty Rewards Programs 229

Feedbackly

MAY 13, 2020

Customer Experience is not something that can be studied at universities, or at least not in many. Insight Certification Course customer experience customer success cx CX Academy CX professional learning Training

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Customer Experience Professionals Feedback Study Course 78

Oracle

FEBRUARY 20, 2020

If you work on a customer experience team — as an account manager or success rep — you may be wondering where your career will take you in the next 2, 5, or 10 years. In a customer support role, you have a deep level of insight into the needs of your company’s target audience. Across industries, companies are placing greater strategic value on their customer experience and support teams. Your customer support background is an asset.

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Customer Experience Professionals Tips Connections Leadership 45

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Oracle

MARCH 28, 2018

Let’s take a look at this groundbreaking technology, discuss some of its potential uses, and help give an understanding of what companies are doing to make blockchain a part of the customer experience. How could blockchain impact customer experience? The post Blockchain Technology 101 for Customer Experience Professionals appeared first on SmarterCX. Market Trends Commerce Customer ExperienceBitcoin. Decentralization.

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Knowmax

MAY 19, 2020

Top Challenges For Customer Experience Professionals Amid Lockdown. Customer Experience Knowledge Base Picture Guides Self service

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Customer Experience Professionals Knowledge Base Customer Experience Customers 52

Oracle

JANUARY 17, 2020

Customer experience is a rapidly evolving craft, and enterprises are scrambling to adapt and become more customer-centric. Last year, Oracle surveyed 1,500 CX professionals in 20 different countries to measure global attitudes toward customer experience (ranging from excitement to anxiety), and compare rates of automation abilities and technology adoption across departments. For more insights, download the full Global Customer Experience Insights Report.

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Customer Experience Professionals Survey Marketing Customer Centricity 54

Qualtrics

JUNE 21, 2019

Whether you choose to learn from the wisdom of market legends, your own experience (and maybe a few mistakes along the way), requests from customers, or the successes of others, remember that there’s no one key to success in CX. Here’s our selection of the best videos out there where some of the leading innovators and thinkers present their lessons on the customer experience. Lessons from TV’s Most Notorious Customer Experience.

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Customer Experience Professionals Video Airlines Touchpoint 52

MyCustomer

DECEMBER 3, 2020

Engagement The role CX professionals play in brand purpose

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Customer Experience Professionals Engagement Brands Customer Experience 52

Forrester

OCTOBER 7, 2015

In April 2015 , we started a conversation about what is different between business-to-consumer (B2C) and business-to-business (B2B) customer experience (CX). That early discussion focused on the fact that in B2B scenarios there isn't one "customer," but multiple stakeholders within a client account whose work depends on interactions with the vendor. B2B customer experience Customer Experience

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Chattermill

MAY 12, 2019

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. Here are the 20 must read books we ended up with: Our Favourite Books on Customer Experience. in 2000 to over $1 billion in 2008 by focusing relentlessly on customer success.

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Customer Experience Professionals Hotels Net Promoter Score NPS 56

MyCustomer

NOVEMBER 3, 2020

Download the eBook. GDPR data consent. CX Leader of the Year would like to keep you informed of all future news, resources, updates, and promotions connected to the annual award. Please tick this box to confirm. . Lead goal. TM Form. Not a TM Form. Internal or External. Internal.

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eBook Resources Customer Experience Professionals Connections 52

ijgolding

SEPTEMBER 29, 2015

However, for one group of Professionals in the UK, September now offers a completely different and more exciting prospect. September is the month where Customer Experience in the UK is celebrated – and celebrated in style. On Friday 25th September 2015, hundreds of passionate Professionals who excel in demonstrating the power of Customer Experience, convened in London for the UK Customer Experience Awards.

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Customer Experience Professionals Customer Experience Insurance Case Study 262

eglobalis

SEPTEMBER 30, 2017

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. Die CXPA wurde 2011 gegründet und ist die weltweit führende Non-Profit-Organisation für die Weiterbildung und Förderung von Customer-Experience-Managern. Certified Customer Experience CCXP Zertifikations -Programm.

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CEM Customer Experience Professionals Customer Experience Management Government 48

ijgolding

APRIL 5, 2016

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. That is why in my opinion, Customer Experience is not a job… it’s a vocation! They do what they do because they are as passionate about Customer Experience as I am.

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Customer Experience Professionals Customer Experience Hotels Meeting 186

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! The official description of the book is as follows: The Certified Customer Experience Professional (CCXP) is one of the most dynamic and exciting new certifications available for customer centric professionals.

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Customer Experience Professionals Healthcare Government Customer Centricity 152

ijgolding

FEBRUARY 11, 2015

Yesterday I had the enormous pleasure of co-chairing the first ever Customer Experience Professionals Association (CXPA) Members Insight Exchange to be held outside of the US. The gathering of Customer Experience Professionals (CXPs) from across Europe was as inspiring an occasion as I hoped it would be.

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Customer Experience Customer Experience Professionals Customers 218

ijgolding

FEBRUARY 16, 2015

I am unlikely to be the first person to write an article focusing on whether or not the Customer Experience really makes a difference. On a weekly basis, Customer Experience Professionals all over the world are being challenged to demonstrate the ‘tangible’ value focusing on the Customer […]. I am also unlikely to be the last.

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ijgolding

OCTOBER 2, 2017

This post is part of the Customer Experience Professionals Association’s Blog Carnival celebrating customer experience. It’s part of a broader celebration of Customer Experience Day 2017. Yes, there will be thousands of professionals on every continent holding events, attending networking meetings, writing blogs, sharing stories, and celebrating successes about the continuing development of the Customer Experience Profession.

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Customer Experience Professionals Customer Experience Customer Centricity Course 158

eglobalis

OCTOBER 1, 2017

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. Founded in 2011, the CXPA is the premier global non-profit international organization dedicated to the advancement and cultivation of the Customer Experience profession. Customer Experience

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CEM Customer Experience Professionals Government Customer Experience Management 48

ijgolding

MARCH 10, 2015

Customer Experience Training CX Professionals customer experience customer experience professionals emotional experience Every job has its ups and downs. Whether you are a teacher, a doctor, an accountant, a sales rep, an IT consultant or an artist, some days will be better than others. I could continue to name more professions, but the principle would be the same – as sure as night follows day, good will […].

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Customer Experience Consulting Customer Experience Professionals Sales 284

ijgolding

FEBRUARY 15, 2018

If you have ever met me, or indeed read anything I have written, it is extremely likely you will know that I am rather passionate about the Customer Experience (CX) Profession. Customer Experience is a science – the more people who have the recognised knowledge and ability to apply the science, the better place the world will be for all customers and all employees.

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Customer Experience Professionals Training Meeting Innovation 144

ijgolding

FEBRUARY 6, 2017

Customer Experience is now recognised as a profession – as I am sure many are bored with hearing me repeat over and over again! 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!

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