Customer Experience Professionals: Why We Do What We Do

ijgolding

As we often chat with one another, the conversation at one point came to a question as to why we do the things we do as a CX professional. What do you most love about being a CX professional? The knowledge that we’re making the world a better place for customers.

The importance of EARNING authority as a Customer Experience Professional

ijgolding

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!’.

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

ijgolding

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!

Transformational Leadership – the key to unlocking the competencies of Customer Experience Professionals

ijgolding

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). Not only that, the Customer Experience is not the responsibility of a CXP – it is the responsibility of the WHOLE ORGANISATION.

The realities of life as a Customer Experience Professional – an interview with Richard Shenton

ijgolding

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….

What does it really mean to be a Customer Experience Professional?

ijgolding

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.

Amelia Sizemore Is Now A Certified Customer Experience Professional

Kerry Bodine

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.

What it takes to be a Customer Experience Professional – My CX Journey, by Carlton Gajadhar

ijgolding

I have had the pleasure of meeting many amazing Customer Experience Professionals (CXPs) over the years – amazing for a whole variety of reasons. So, the big question I had is how junior customer experience individuals can get into this field?

12 Ways To Engage With The Customer Experience Professionals Association

Experience Matters

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).

Announcing the Customer Experience Academy: helping you to become a Certified Customer Experience Professional (CCXP)

ijgolding

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.

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!).

The secret diary of a Customer Experience Professional (aged 41 & 3/4)

ijgolding

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!

10 videos all customer experience professionals should watch

Qualtrics

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. Lessons from TV’s Most Notorious Customer Experience.

The 3 Trends Customer Experience Professionals Can’t Afford to Ignore

Beyond Philosophy

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.

Blockchain Technology 101 for Customer Experience Professionals

Smarter CX

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? Bitcoin.

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.

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

eglobalis

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

B2B Customer Experience Professionals: Do You Know Who Your Customers Are?

Forrester

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

Customer Experience 2017 Reality Check – Evolution or Revolution?

ijgolding

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. Click here to find out about my Customer Experience Book!

I’m like parsley – I get everywhere!’ – Stories that amazed and inspired me at the 2015 UK Customer Experience Awards!

ijgolding

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. The month of September comes around every year.

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.

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

ijgolding

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.

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!

CCXP Exam Preparation – finally a book to help you…

ijgolding

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!

Introducing the CCXP Exam Simulator

ijgolding

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.

5 Top Customer Service Articles for the Week of July 8, 2019

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Roger Dooley) Internet service providers and cable TV services have the lowest customer satisfaction ratings of all rated industries in one survey.

Engaging your people with CX: Introducing the Customer Experience Game

ijgolding

A perennial problem for any Customer Experience Professional around the world is to find an effective way to engage people with the significance of the subject. Whilst many profess to ‘get’ Customer Experience (CX), they tend to do so instinctively, intuitively and accidentally.

Customer Experience – Fact or Fiction?

ijgolding

Whilst organisations have always delivered experiences, it is only now that most are starting to recognise the importance of them. As a practitioner on the inside and a consultant on the outside – I, like my peers have fought very hard to get Customer Experience the recognition it needs….it

Opinion or Reality? Does Customer Experience really make a difference?

ijgolding

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.

Leveraging the soft and fluffy: how important are soft skills in delivering Customer Experiences?

ijgolding

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.

Two steps forwards, five steps back: No-one said transforming the Customer Experience is easy!

ijgolding

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 […].

Happy Customer Experience Day!

Customer Bliss

Today is a great day for customer experience professionals around the world, as we celebrate and support the work of driving customer driven growth. Learn More: Customer Experience Professionals Association (CXPA).

The Customer Experience ‘7 Year Itch’! A frank and honest assessment of the CX profession

ijgolding

As we approach the end of another calendar year, it is always appropriate for bloggers, writers, thought leaders and professionals in general, to reflect on what has passed, as well as what is to come in the future. The post The Customer Experience ‘7 Year Itch’!

Temkin Group’s (Exciting) Plans For CX Day 2018

Experience Matters

Temkin Group has labelled 2018 The Year of Humanity for customer experience. The post Temkin Group’s (Exciting) Plans For CX Day 2018 appeared first on Customer Experience Matters®. Customer experience Customer Experience Day Customer Experience Professionals Association CX Day CXPALast year, Temkin Group had a great time celebrating CX Day.

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Guest Post: The Importance of Personal Growth for Customer Service Professionals

ijgolding

This week I am focusing my blog on the importance of developing ‘authority’ as a Customer Experience Professional in celebration of the upcoming CXPA Members Insight Exchange on the 10th February in London. If you have not read all about how to earn authority as a Customer Experience Professional here. CX Professionals People customer experience professionals Customer Service Profession Deanna Ayres; Marketing Zen; Kova Corp Personal Growth

The wonderful sound of Customer Experience: Tales from South Africa

ijgolding

When I became an independent Customer Experience Specialist in 2012, I could scarcely have imagined where my chosen career, my passion, would take me. It would take me too long to write about every experience – because almost every one was good – even when it went wrong.

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Temkin Group’s (Exciting) Plans For CX Day 2016

Experience Matters

Temkin Group has labelled 2016 The Year of the Emotion for customer experience. Customer experience Customer Experience Day Customer Experience Professionals Association CX Day CXPALast year, Temkin Group had a great time celebrating CX Day. This year, CX Day will be held on October 5th and we’re planning another exciting celebration.

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