CX Journey

AUGUST 16, 2017

Image courtesy of Got Credit ROI is still our favorite "three-letter word." It's been a year or more since I've written about the ROI of customer experience. Always good to revisit this topic because it is such a hot one for customer experience professionals. Nothing wrong with that!

Customer Experience 142

Customer Experience ROI Comparison Airlines 142

Experience Investigators by 360Connext

OCTOBER 2, 2014

This Best of 360Connext post was part of the Customer Experience Professionals Association’s 2013 Customer Experience Day celebration. What’s the value of customer experience? Value to customers. As customers, we are aware when experiences go really well or really not well.

Customer Experience 297

Customer Experience Social Media Customer Experience Professionals Consulting 297

CX University

NOVEMBER 7, 2023

To meet the market demands for quality online instruction and preparation for Certified Customer Experience Professional (CCXP), CX University (CXU) launches its CCXP Exam Prep Course. Course Availability Course is available for purchase as a stand-alone program or as an add-on the the CX500 Mastery Series.

Course 52

Course Roadmap Customer Experience Professionals ROI 52

Brad Cleveland Blog

MARCH 24, 2023

We discussed a range of topics on the minds of customer experience professionals, including ROI, customer behavior and drivers of new technologies. Here’s an excerpt with a link to read the full … Continue reading → The post Are We There for Our Customers When They Need Us?

ROI 47

ROI Customer Experience Professionals Customers Technology 47

Lumoa

APRIL 21, 2022

Wayne Dyer Act 1 The Customer Support Blues “Does Customer Support have enough of a mandate to drive improvements in customer satisfaction?” When I started thinking about writing a piece on transforming customer support, this question immediately came to mind. What will your answer be? I can almost picture the scene.

How To 208

How To Self Service Banking Customer Satisfaction 208

Experience Investigators by 360Connext

JANUARY 28, 2020

Forrester, Oracle, and others predict plenty of customer experience challenges for the near future. Anxiety is ramping up for senior leaders focused on customer experience, and it’s not difficult to understand why. First, understand the true costs of NOT investing in customer experience.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

CX University

OCTOBER 12, 2021

PHILADELPHIA, PA – October 12, 2021 – The Customer Experience Professionals Association (CXPA) updated their professional certification exam (CCXP) on October 5, 2021 and CX University’s (CXU) online courses are congruent with the new exam content domains.

ROI 98

ROI Course Analysis Customer Experience Professionals 98

Beyond Philosophy

MARCH 19, 2020

We encourage clients to research their customers all the time. Late last year, we decided to take our advice and study our customers and prospective customers, and well, anyone. ROI is one of the areas the organizations are struggling with regarding their investment in Customer Experience.

Trends 191

Trends Net Promoter Score Effort Score ROI 191

Beyond Philosophy

JANUARY 25, 2019

The Customer Experience Industry is suffering from a lack of results. Or perhaps it might be more accurate to say, it is suffering from a lack of proof about the results Customer Experience strategy is getting. It is time for all Customer Experience professionals to champion the ROI of their Customer Experience.

Customer Experience 95

Customer Experience ROI Consulting Customer Experience Professionals 95

CloudCherry

MARCH 19, 2018

You might think that your business is delivering great experiences to customers, but are customers actually finding value in it? Merely investing in a Customer Experience Management tool doesn’t suffice. Getting started with a Customer Experience strategy is generally never a problem for brands.

Customer Experience 150

Customer Experience Customer Journeys Lifetime Customer Financial 150

Beyond Philosophy

JANUARY 25, 2019

The Customer Experience Industry is suffering from a lack of results. Or perhaps it might be more accurate to say, it is suffering from a lack of proof about the results Customer Experience strategy is getting. It is time for all Customer Experience professionals to champion the ROI of their Customer Experience.

Customer Experience 92

Customer Experience ROI Consulting Customer Experience Professionals 92

Blake Morgan

AUGUST 4, 2023

But with all the options, the wisest choice for companies is to use a speakers bureau to find a customer-experience keynote speaker. Customer Experience is a Hot Topic Because it Matters Customer experience has been on the rise in recent years. Because of its ROI and value.

Customer Experience 52

Customer Experience Competitive Advantage Customer Centricity Case Study 52

CX University

NOVEMBER 21, 2023

As with all online content immersed in a growing and advancing field, the Customer Experience discipline continues to provide valuable insights, data, and knowledge. CXU sets high expectations for its online course content to fully support online learning and mastery of Customer Experience.

Course 52

Course Roadmap Conference ROI 52

CX Journey

JULY 5, 2016

Image courtesy of dizzycage Still trying to show executives how your proposed customer experience improvement initiatives impact the bottom line? As you know by now, I'm no stranger to advocating for - and writing about - ROI and building the business case for you employee and customer experience improvements.

Customer Experience 117

Customer Experience ROI Return on Investment Customer Experience Professionals 117

Alida

AUGUST 30, 2017

The Customer Intelligence Summit is a must-attend conference for marketing, CX, product innovation and market research pros. Working with stakeholders outside of research is crucial to getting more ROI from Sparq and increasing your profile in the organization. De-mystify ROI measurement.

ROI 100

ROI Innovation Effort Score Customer relationships 100

Beyond Philosophy

FEBRUARY 10, 2020

We also discussed how your Customer Experience plays into the mix to help you facilitate customer-driven growth. . Business Growth has always been at the heart of the Customer Experience movement. However, business is also all about return on investment (ROI). Where do we get new customers?

Meeting 172

Meeting Hospitality Return on Investment Telecommunications 172

ijgolding

JANUARY 15, 2016

However…there is usually one of those…there are still A LOT of people who DO NOT recognise Customer Experience – either as something of significant importance to business strategy OR as a profession at all. The Confused’ – increasingly, I am coming across organisations that are just confused by Customer Experience.

Customer Experience 120

Customer Experience Customer Experience Professionals Customer Centricity Government 120

Brad Cleveland Blog

MARCH 24, 2023

We discussed a range of topics on the minds of customer experience professionals, including ROI, customer behavior and drivers of new technologies. Here’s an excerpt with a link to read the full … Continue reading → The post Are We There for Our Customers When They Need Us?

ROI 26

ROI Customer Experience Professionals Customers Technology 26

Storyminers

MAY 8, 2017

In the last decade, many brands have used customer experience processes and perspectives to complete corporate turnarounds and experience make-overs. They all use the six customer experience pillars. However, change is happening so fast (tech, customer desires, partners, organizational structures, etc.)

Customer Journeys 190

Customer Journeys Innovation ROI Customer Experience Professionals 190

CX Journey

DECEMBER 13, 2017

In this webinar, I share the five steps you must take in order to drive action with the vast quantities of data available today - for the developers and the analysts who build dashboards and reports that customer experience professionals use to understand the customer and her experience in order to design and deliver a better experience.

Data 112

Data Customer Experience Professionals ROI Analytics 112

SurveySensum

JULY 9, 2021

I have seen many businesses wonder, ‘How can we build better rapport with our customers?’ But, the most important question is, ‘Do they really know their customers?’. Customers buy from companies they trust and connect with emotionally. Why is it important for CX Professionals to be empathetic? Or did they even try?

Social Media 98

Social Media ROI NPS Loyalty 98

Customer Bliss

MAY 16, 2017

Milista Anderson is currently the Chief Customer Experience Officer of FIS Corporate and Digital Solutions. Milista Anderson is chief customer officer for FIS’s treasury solutions business, leading the organization in its voice of the customer program and customer experience strategy. Episode Overview.

Chief Customer Officer 0

Chief Customer Officer Financial ROI Insurance 0

Customer Bliss

MAY 4, 2017

Tabitha Dunn is a perennial customer experience leader who developed her passion for this work on the fundamentals of process and quality at the master of the genre at the time, Xerox. In our conversation we discuss how specifically one goes about improving business to business customer experience. About Tabitha.

Leadership 160

Leadership Customer Experience Customer Journeys Net Promoter Score 160

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. this impact the customer and his experience?

Customer Experience 80

Customer Experience Customer Experience Professionals ROI Metrics 80

CX Journey

JULY 5, 2018

Customer experience professionals know that, in order to deliver a great experience, companies must listen to customers, link customer feedback to transactional (and other) data, and act on what they hear. But that’s all they do; they check the box to say, “We listen.”

Data 119

Data Customer Experience Professionals Metrics Analytics 119

CX Journey

MARCH 1, 2017

Customer experience professionals fight hard for the customer and are often challenged when it comes to making the case for improving the customer experience and transforming the company culture to be customer-centric versus other, more easily quantifiable company initiatives.

Customer Centricity 80

Customer Centricity Culture Customer Experience Professionals ROI 80

GetFeedback

JULY 19, 2019

We used to get so excited to talk about the Voice of the Customer (VoC). It sounds so appealing to really hear the customer in their own voice, to understand their intentions and understandings. How to set up your Voice of the Customer (VoC) program for success. Can you start a VoC program without a customer journey map?

Customer Journeys 230

Customer Journeys Effort Score Net Promoter Score How To 230

Forrester

OCTOBER 15, 2014

And that''s especially true for analysts who cover customer experience because all too often CX professionals don''t track - or won''t share - their results. Q: How do you measure the success of your customer experience improvement efforts (e.g., higher customer satisfaction, increased revenue, lower costs)?

Customer Experience 88

Customer Experience ROI Customer Experience Professionals Financial 88

ClearAction

SEPTEMBER 25, 2022

CCXP exam (Customer Experience Professional Certification) competencies are a guide to highly profitable customer experience management. Pulling together all of this, you create your customer experience strategy. Professional certification is not a walk in the park. CCXP Struggles.

Customer Journeys 62

Customer Journeys Study Customer Experience Professionals Financial 62

CX Journey

MARCH 21, 2018

Image courtesy of Pixabay What's in your customer experience strategy budget? Traditionally, customer experience professionals have no budget. Despite that, customer experience professionals still need to develop a budget for the work that they do and for the resources they need for that work.

Customer Journeys 272

Customer Journeys Travel Consulting Customer Experience Professionals 272

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. John is an “Ex-Disney Guy” and Customer Experience Coach.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

Thematic

NOVEMBER 28, 2019

Getting CX buy-in and commitment for CX initiatives from executive leaders is key when it comes to driving real results for customers, but many CX leaders struggle with this. We surveyed 150 CX professionals to learn about their current role and situation: Are they getting buy-in in their organization? The CX Buy-In Survey.

Report 100

Report Survey ROI Net Promoter Score 100

SurveySensum

SEPTEMBER 30, 2019

Happy Customer Experience Day! 1 st October is a CX Day, founded by Customer Experience Professionals Organization (CXPA). It’s the best time to check how your organization is taking initiatives to celebrate the spirit of the customer experience program. Yes, we are talking about ROI here!

Net Promoter Score 69

Net Promoter Score Tips Customer Experience Customer Journeys 69

Think Customers

JULY 16, 2015

Consider customer experience initiatives. Delivering outstanding customer service is one of the few ways businesses can win loyal customers and increase their bottom line, according to customer experience professionals.

ROI 40

ROI Return on Investment Customer Experience Professionals Measurement 40

CX Journey

JANUARY 2, 2019

As I always say, "Quite simply, without employees, you have no customer experience." And if your employees aren't having a great experience, neither will your customers. This is an ongoing conversation: What does customer experience transformation success look like? How do we show ROI? This is true.

Employee Engagement 94

Employee Engagement ROI Metrics Omni-Channel 94

ClearAction

SEPTEMBER 29, 2016

Advancing Customer Experience Expertise in CX Month optimizecx. Customers are the lifeblood of everyone’s food on the table. No matter what your income source is, it’s fueled by customers. CX Day is in the first week of October, founded by the Customer Experience Professionals Association ( CXPA ).

Customer Experience 48

Customer Experience Customer Experience Professionals ROI B2C 48

Beyond Philosophy

OCTOBER 28, 2021

Is Customer Experience dying? At the very least, Customer Experience is dying as we know it. Customer Experience as we know it is dying because of a few factors. Organizations want to fix one thing and then go on about their business with an improved Customer Experience. . Maybe it is.

Customer Experience 97

Customer Experience Net Promoter Score Insurance Effort Score 97