ijgolding

DECEMBER 14, 2017

I first became aware of job roles containing the words, ‘Customer Experience’ in the early noughties. However, it was not until 2011, with the creation of the Customer Experience Professionals Association (CXPA), that the role became officially recognised as a profession.

Customer Experience 164

Customer Experience Customer Experience Professionals Customer Centricity Customers 164

Customer Guru

AUGUST 21, 2018

DiJulius is a best-selling author of three books, a renowned keynote speaker, and an international customer experience consultant. He has been successful in showing businesses, teams and communities how to create a Disney-like experience and culture. John Formica Follow @JohnFormica. Lincoln Murphy Follow @lincolnmurphy.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

Comm100

MARCH 8, 2017

Like customers, customer service experts come from a wide range of backgrounds, each with their own unique perspective and take on the industry. We have compiled the following list of customer service experts so that you don’t have to. She is an expert on customer-centric leadership, and an active tweeter.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

Customer Guru

DECEMBER 20, 2017

Chauhan has been recognized for demonstrating exceptional passion in putting the customers first and aligning business strategies based on the customer needs. In this candid interview with Customer Guru, Mr. Chauhan shares his journey as a customer experience professional. Our industry is very dynamic.

Customer Service 95

Customer Service Customer Centricity Touchpoint Customer Experience Professionals 95

ijgolding

FEBRUARY 20, 2017

However (there is always one of those), Customer Experience Professionals all around the world, still seem to be fighting a justification battle – fending off attack from those who do not believe in the value of CX as a strategic priority, or from those who do not believe that any ongoing investment is required to sustain a focus on it.

Customer Experience 208

Customer Experience Poor Customer Service Financial Return on Investment 208

Wootric CX Blog

DECEMBER 8, 2019

At a time when customer retention is the name of the game, Customer Effort Score has gained ground as a CX metric for good reason. Research indicates that when evaluating customer interactions with a product or service, Customer Effort Score, more than CSAT, or even NPS, is the strongest predictor of customer loyalty.

Effort Score 59

Effort Score Examples Self Service Net Promoter Score 59

ijgolding

OCTOBER 3, 2016

This post is written in honour of CX Day 2016 – a celebration of the Customer Experience Profession and the amazing work being done by CX Professionals all around the world to develop and embed the competencies that are enabling organisations across all industries to deliver ever better Customer Experiences.

Customer Centricity 263

Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

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. They’re here, tirelessly working in every industry to make people’s lives just a bit easier, and a lot more joyful. Colin Shaw.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

ijgolding

MAY 25, 2015

Conclusion – organisations in the technology space must focus on improving the end to end customer experience… 3. I am therefore delighted to have been given the opportunity to share the findings of a new global study conducted by SDL. SDL’s research clarifies why this is so vital.

Customer Experience 120

Customer Experience Customer Centricity Customer Experience Professionals Customers 120

Beyond Philosophy

OCTOBER 25, 2019

I find Airbnb fascinating because it is an organization that is disrupting the hospitality industry. As a certified Customer Experience Professional, he helps organizations and leadership change to improve their experience for their team members and customers. I wondered what the secret was to their success.

Hotels 104

Hotels Travel Hospitality Consulting 104

Maru/HUB

OCTOBER 25, 2018

No matter what industry you’re in, there’s no avoiding it: doing business is complex and competitive. This” could be the cost of hosting an annual event for clients, attending local industry meetups, or even something like hiring full-time support staff, depending on your core business offering. Enjoy this blog?

Marketing 45

Marketing Retail Travel ROI 45

ijgolding

MAY 3, 2016

I regularly share the Ritz Carlton approach to making memories with businesses from all industries and all geographies. Inspired by some unbelievably determined and capable Customer Experience Professionals, they wanted to challenge the status quo and see if the same behaviour could be afforded to their people and customers.

Customer Experience 120

Customer Experience Return on Investment Customer Centricity Hospitality 120

ChurnZero

APRIL 5, 2019

Focus on transferable skills – candidates that are great with people , have relatable industry experience and drive. Having industry knowledge , product knowledge and understanding your customer ’ s world is what typically leads to successful CSMs. Craig Chiofalo , Vice President of Customer Experience, CallRail.

Tips 40

Tips Customer Success Customer Centricity Leadership 40

SmartKarrot

DECEMBER 2, 2020

Sue Nabeth Moore, Customer Success Leader. Sue Nabeth Moore is reckoned as one of the main evangelists and pioneers in the industry. She is also the founder of Success Track Enterprise which is aimed at refining, defining, and scaling customer success organizations in and across Europe.

Customer Success 17

Customer Success Customer Journeys Contact Center Leadership 17

ChurnZero

MARCH 22, 2019

We also had You Mon Tsang, CEO and Founder of ChurnZero share tried and true ways to improve customer retention. The industry will start to consolidate so if you’re doing something different, you’re going to be an outlier real soon and your numbers are not going to mean much. Customer Success Around the Web.

Customer Retention 61

Customer Retention Customer Centricity Customer Success Sales 61

SmartKarrot

MARCH 8, 2022

Now get ready to be inspired as we shine a spotlight on these powerful women and how their achievements are shaping the industry. An alumna of Yale and Stanford, Allison has contributed to the Customer Success industry as the COO of Gainsight, a prominent customer success company, and a 1B USD unicorn. Allison Pickens.

Customer Success 21

Customer Success Customer Journeys Chief Customer Officer Customer Centricity 21

Storyminers

JULY 6, 2020

This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. At Netomi, we deeply care about improving the customer experience. Annette Franz. Annette Franz is the founder and CEO of CX Journey Inc.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. At Netomi, we deeply care about improving the customer experience. Annette Franz. Annette Franz is the founder and CEO of CX Journey Inc.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

PeopleMetrics

MAY 30, 2015

We’re trying to help our customers. Customers are people, with needs to satisfy and problems to solve. As customer experience professionals , our job is to help them, so they’ll come back again. Objectified , a documentary by Gary Hustwit, detailing the processes of industrial design.

Customer Experience 48

Customer Experience Customer Journeys Net Promoter Score Effort Score 48

Amity

APRIL 25, 2016

Chief Customer Officer - Gainsight. Dan is a recognized domain expert in Customer Success especially in a startup environment and in SaaS. Dave is an industry veteran and early leader for Customer Success Management. VP of Client Experience & Transformation - ADP. The Customer Success Magazine.

Customer Success 48

Customer Success Chief Customer Officer Consulting Customer Centricity 48

SurveySensum

JULY 14, 2020

He specializes in customer success, customer experience, SaaS start-ups, B2B & B2C marketing strategy, and e-commerce. Blake Morgan – Customer Experience Futurist, Keynote Speaker, Author. She has an accumulative experience of 16 years in the Audit and Banking industry. LinkedIn: [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

SmartKarrot

FEBRUARY 15, 2022

A look back at the past few years reveals the many significant changes in the world of customer service. The credit for these changes goes to the customer service experts who helped redefine the industry. This will help you stay up to date with the trends and best practices of customer service. Adam Toporek. Jeanne Bliss.

Customer Service 10

Customer Service Social Media Customer Centricity Tips 10

SmartKarrot

JANUARY 5, 2022

Here’s our Top 50 Customer Success Influencers list for 2022 celebrating the inspiring visionaries and trailblazers who are helping shape the field and its future evolution. Aside from being an active member of the CS community, Jay can also be found having insightful conversations with industry leaders on his popular podcast.

Customer Success 23

Customer Success Chief Customer Officer B2B Leadership 23

CSM Magazine

MAY 19, 2023

They use data gathered from customer interactions to pinpoint areas for optimization, making data-driven decisions that improve various aspects of a customer’s journey – from initial discovery, through purchasing and support, to long-term loyalty and brand advocacy. This involves prioritizing customer needs and preferences.

Customer Journeys 52

Customer Journeys Customer Experience Net Promoter Score Effort Score 52

Maru/HUB

JANUARY 17, 2018

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. billion by 2019, the customer analytics market from $1,623.2 billion in 2014 to $8.39

Customer Experience 106

Customer Experience CEM Omni-Channel ROI 106

ijgolding

MARCH 10, 2016

I speak and write regularly about the increasing addition of the word ‘customer’ to the typical vocabulary of business leaders. This is why Customer Centric Culture is one of the six competencies that comprise the Certified Customer Experience Professional (CCXP) accreditation.

Customer Centricity 120

Customer Centricity Culture Customer Experience Professionals Communication 120

Chattermill

JUNE 25, 2019

If we look back at the last decade in business, consumer preferences have been altered by startups offering standout customer experiences. These startups have since morphed into industry leaders by making customer experience a competitive advantage. Happy customers are loyal and refer their friends regularly.

Customer Experience 45

Customer Experience Customer Centricity Effort Score ROI 45

Pointillist

JUNE 5, 2019

Customer experience is a top priority for organizations in 2019 Customer experience is universally recognized as a top priority by most organizations, regardless of industry or size. More than 87% of respondents say providing exceptional customer experience is very or extremely important to their business.

Customer Journeys 89

Customer Journeys Measurement Report Omni-Channel 89

Pointillist

AUGUST 18, 2021

I recently sat down with three luminaries in the field of customer experience to discuss the highlights of Pointillist’s third annual report on the State of Customer Journey Management and CX Measurement. podcast and the Experience Maker Show. So, this is the real science of customer experience.

Customer Journeys 40

Customer Journeys Self Service Omni-Channel Measurement 40

ijgolding

JULY 1, 2015

It sounds so normal – yet so rare in day to day experiences other than in the hospitality industry. On approaching the till, the manager very intentionally smiled at me and said ‘good evening sir’… ’how are you?’ ’ Why was I surprised? There was more to come though.

Customer Experience 120

Customer Experience Travel Retail Infographics 120

Bold360

NOVEMBER 21, 2016

To gain some insight into the key lessons emerging from 2016 and what’s ahead for 2017, we asked a panel of 31 customer-focused marketers and CX pros to answer this question: “When it comes to customer experience: now that we’re nearing the end of 2016, what have you learned and what will you do differently in preparing for 2017?”

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40