Strativity

AUGUST 5, 2014

Strativity Group is pleased to announce our September 16, 2014 webcast, Next Generation Customer Journey Mapping, featuring Bruce Temkin, a world authority on customer experience, with Lior Arussy, president of Strativity Group. Customer journey mapping is a critical step in customer experience transformation.

Customer Journeys 40

Customer Journeys Tools Case Study Customer Centricity 40

Experience Investigators by 360Connext

MARCH 24, 2015

There were sessions on co-creating with customers, social media, and customer journey mapping. Michael Perman , Dean of Innovation from Gap, Inc. discussed how challenging it is to think of innovation in positive terms. Michael Perman , Dean of Innovation from Gap, Inc. So many answers!

Customer Journeys 110

Customer Journeys Customer Experience Conference Social Media 110

Storyminers

MAY 8, 2017

They all use the six customer experience pillars. Interestingly, the one that’s currently receiving the least amount of attention is Experience Design Improvement & Innovation. However, change is happening so fast (tech, customer desires, partners, organizational structures, etc.) Here’s why.

Customer Journeys 190

Customer Journeys Innovation ROI Customer Experience Professionals 190

GetFeedback

JULY 19, 2019

Your customers are following their own customer journeys, not necessarily the processes you created for them. To know what to measure, it’s important to understand the actual customer. This means knowing where there may be friction in the journey, and how to ask about that to get the best results.

Customer Journeys 230

Customer Journeys Effort Score Net Promoter Score How To 230

Oracle

MARCH 11, 2020

Female pioneers in CX technology have been shaping the field since the earliest days and continue to create change and exciting new experiences, technology, and ideas. Today, women in CX are driving innovation, rethinking what the customer experience means, and bringing these insights to new industries and audiences.

Customer Journeys 83

Customer Journeys Technology Chief Customer Officer Video 83

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. by Sam Frampton. on 13 May 2019.

Customer Experience Professionals 56

Customer Experience Professionals Customer Experience Hotels Net Promoter Score 56

CX University

JULY 11, 2023

Employers throughout all industries, whether a small business with a few employees or an international organization, agree that customer experience certification is a valuable asset for their workers. In fact, a study by the Customer Experience Professionals Association found that 72% of employers would agree with that statement.

Customer Journeys 40

Customer Journeys Customer Experience Roadmap Customer Experience Professionals 40

CloudCherry

MARCH 19, 2018

When you’re investing in CX, it’s because you want to improve customer loyalty, retention, and ultimately be successful as a brand in the long run. To get started in that journey, mapping your initiatives with outcomes is a pre-requisite. Would improving website experience by 10% drive more conversions?

Customer Experience 247

Customer Experience Customer Journeys Lifetime Customer Financial 247

SuiteCX

MAY 26, 2017

Senior management talks about customer experience and how important it is but they don’t really believe it because they don’t provide support for the CX staff and they don’t have any strategic plan for how to scale Customer Experience. Journey Mapping is a strategic effort that crosses organizational boundaries.

Customer Journeys 100

Customer Journeys Effort Score Automotive Exercises 100

SuiteCX

MAY 26, 2017

Senior management talks about customer experience and how important it is but they don’t really believe it because they don’t provide support for the CX staff and they don’t have any strategic plan for how to scale Customer Experience. Journey Mapping is a strategic effort that crosses organizational boundaries.

Customer Journeys 100

Customer Journeys Effort Score Automotive Exercises 100

Customer Guru

AUGUST 21, 2018

Lincoln is a Customer Success Consultant, keynote speaker and co-author of the book “Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue”. He believes that customer success is the way to make customers stick to the brand longer, buy more and advocate for them.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

GetFeedback

DECEMBER 2, 2019

Are you offering them experiences that earn those higher feelings of satisfaction and delight or are the scores so incredibly consistent they don’t really enlighten you with how your customers are feeling? Your employees will also start seeing what customers like and don’t like. Have you ever experienced that as a customer?

ROI 195

ROI Customer Satisfaction How To Effort Score 195

InMoment XI

MARCH 6, 2024

Elements of the process range from mapping the customer journey, deploying customer experience management software, and capturing customer feedback to tracking customer experience KPIs , developing service training programs, and launching strategic sales and outreach efforts.

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

TechSee

AUGUST 14, 2023

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience and customer service. Check out Mike’s latest interview with Martechvibe where he discusses the importance of proper agent training and the impact of AI on the customer service role.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

CloudCherry

MARCH 19, 2018

When you’re investing in CX, it’s because you want to improve customer loyalty, retention, and ultimately be successful as a brand in the long run. To get started in that journey, mapping your initiatives with outcomes is a pre-requisite. Would improving website experience by 10% drive more conversions?

Customer Experience 150

Customer Experience Customer Journeys Lifetime Customer Financial 150

Customer Guru

AUGUST 8, 2018

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. Bruce is widely regarded as a customer experience visionary.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

Customer Bliss

JULY 4, 2017

Mark Slatin is the Director of Client Experience for Sandy Spring Bank. They won CX Innovation Awards in both 2015 and 2016, so he seemed like a great person to bring on and discuss what he’s doing with his team — and how/why. This helped them win the 2016 CX Innovation award. (I Episode Overview. About Mark.

Banking 143

Banking Leadership Net Promoter Score Customer Journeys 143

Alida

SEPTEMBER 22, 2016

Earlier this week, more than 400 professionals in marketing, customer experience, innovation and research gathered in Chicago for the 2016 Customer Intelligence Summit. The two-day annual conference featured keynotes and presentations by some of the world’s leading customer-centric brands.

Innovation 100

Innovation Marketing Social Media Healthcare 100

ReviewTrackers

MAY 8, 2017

Customer experience (CX) — defined as “the cumulative impact of all interactions and experiences between your business and the customer, at every touchpoint across the entire customer journey, and viewed entirely from your customer’s perspective” — has become one of today’s most important business benchmarks.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

Experience Investigators by 360Connext

SEPTEMBER 27, 2017

Those with or without customer experience in their titles are considering how their daily work impacts the customer journey. As a result, the ways we measure, analyze and improve the experience are becoming more and more sophisticated. Are you following these 5 critical customer experience trends?

Trends 244

Trends Net Promoter Score Effort Score Banking 244

Experience Investigators by 360Connext

MARCH 15, 2018

I recently spoke in Kansas City and was invited to visit the iconic Hallmark Headquarters, thanks to Rhonda Basler , a friend from the Customer Experience Professionals Association. People call the Hallmark card ‘innovative.’”-@rkbasler Human connections make a huge difference in B2B. Click To Tweet.

Connections 160

Connections B2B Touchpoint Fashion 160

ijgolding

AUGUST 1, 2016

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 world of Customer Experience is at risk of following the same rocky road. Things they Value.

Customer Journeys 120

Customer Journeys Customer Experience Professionals Customers Tools 120

Customer Bliss

FEBRUARY 8, 2018

We recently learned that a good friend of ours and member of the Customer Experience Professionals Association , Diana Helfinstine , VP of Customer Experience at Essilor , the world’s largest manufacturer of eyeglasses has passed away. This can be fun and innovating, when you think about it.

Customer Journeys 100

Customer Journeys B2C Innovation Customers 100

InMoment XI

MAY 18, 2022

What Is Friction in the Customer Journey? But if you’re a customer experience professional, “friction” is probably a term you’ve heard whenever your teammates talk about reducing customer churn. Friction may even cause some customers to quit a brand altogether. Check out this infographic ! #3:

Customer Journeys 529

Customer Journeys How To Touchpoint Infographics 529

Customer Bliss

JULY 7, 2016

That has been my intention behind my books, blog, speaking and work as co-founder of the Customer Experience Professionals Association. That is also behind why I have launched a customer experience podcast series – so that we can hear each other’s’ voices and celebrate in our successes and learn from our challenges.

Customer Experience 141

Customer Experience Customer Journeys Chief Customer Officer Insurance 141

Confirmit

APRIL 15, 2019

Ecore’s Voice of the Customer program measures and monitors the customer experience at many stages of the customer journey. It also delivers customer insights that are used by stakeholders all over the business to drive decision-making. Jeanette is driven to make Ecores’ customers lives better.

Customer Journeys 40

Customer Journeys Customer Experience B2C Roadmap 40

ijgolding

FEBRUARY 12, 2018

I have been in fantastic strategy roles, in great organisations and working with some excellent visionary people – all focused on the future and the development of radically innovative brand strategies, which we believed would disrupt the sector and build new sustainable competitive advantage and business value.

Strategy 132

Strategy Customer Experience Advertising Competitive Advantage 132

Kustomer

NOVEMBER 9, 2023

From the rise of chatbots and virtual assistants to the personalization of proactive marketing campaigns and predictive analytics, technology has become an important part of the customer journey. Customers today expect more than ever before. This changing dynamic presents both a challenge and an opportunity for businesses.

Innovation 52

Innovation Customer Experience Professionals e-support Industry 52

Experience Investigators by 360Connext

OCTOBER 5, 2021

What Does a Customer Experience Professional Do? Customer experience professionals have many different titles and many different job descriptions. There are CX leaders who focus primarily on customer insights, like Voice of the Customer programs. But it’s not the only way.

Customer Journeys 367

Customer Journeys Social Media Contact Center How To 367

Kitewheel

SEPTEMBER 16, 2019

Today it’s unlikely that any member of a business would not know that customer journeys and customer journey analytics are table stakes. Most companies realize that competing on customer experience is essential to lead the market. Identifying Journey Steps.

Measurement 40

Measurement Customer Journeys Omni-Channel ROI 40

Lumoa

JANUARY 9, 2018

Much of the improvement has been driven by advancements in product innovation and digital technology. HOWEVER, I also argue that despite that, too many consumers continue to endure ‘random’ or ‘unexpected’ experiences as a result of the inconsistent delivery of the end-to-end customer journey.

Customer Experience 354

Customer Experience Competitive Advantage Omni-Channel Culture 354

CX Journey

MAY 3, 2016

The Customer Experience Professionals Association (CXPA) was established in 2011 to support and to advance the customer experience profession, to set standards for the profession, and to increase the visibility of these long-unsung heroes. Image courtesy of ccxp.org I originally wrote today's post for HappyOrNot.

Customer Experience 80

Customer Experience Customer Experience Professionals ROI Metrics 80

CX Journey

OCTOBER 18, 2017

When you think of the phrase "inside out" relative to the customer experience, you probably cringe. This is not a phrase that customer experience professionals take lightly. The customer's needs and perspectives aren't considered in this type of thinking. It was published on t heir blog on April 24, 2017.

Customer Experience 114

Customer Experience Customer Journeys Policies Training 114

Oracle

MARCH 7, 2019

I often remind people the acronym “CX” was little-known until Bruce Temkin and Jeanne Bliss co-founded the Customer Experience Professionals Association in 2011. “Customer experience” across the organization wasn’t a clear business initiative or concern. CX: The Past.

e-support 103

e-support Customer Centricity Customer Journeys Technology 103

Wootric CX Blog

FEBRUARY 14, 2019

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. Angus Yang. Why we love Augie: He’s the Sr. Bruce Temkin.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

CloudCherry

MARCH 14, 2019

Bruce Temkin – Bruce is a customer experience visionary, speaker, advisor, researcher, and co-founder of the Customer Experience Professionals Association. For many industries, customer experience is really the only way you can differentiate. Customer journeys, not isolated interactions.

Customer Insights 150

Customer Insights Analytics Airlines Feedback 150

ijgolding

MAY 25, 2015

The ever increasing demands and expectations of consumers combined with the amazing innovative advancement of tech manufacturing giants has turned the business world on it’s head. Conclusion – organisations in the technology space must focus on improving the end to end customer experience… 3.

Customer Experience 120

Customer Experience Customer Centricity Customer Experience Professionals Customers 120