Customer Guru

AUGUST 21, 2018

DiJulius is a best-selling author of three books, a renowned keynote speaker, and an international customer experience consultant. John is an “Ex-Disney Guy” and Customer Experience Coach. He educates about the transformative power of customer success to his clients. John Formica Follow @JohnFormica.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

Experience Investigators by 360Connext

FEBRUARY 18, 2020

The Best Free (and Cheap) Customer Experience Training Courses Online. Get access to all three of Jeannie's Customer Experience courses and 14,000+ more. You're here because you're looking for a great CX training course, and I've got eight to share with you. Online training is no different.

Course 35

Course Training Customer Journeys Customer Experience 35

ShepHyken

DECEMBER 15, 2017

This week we feature an article by Keith Schorah who states that in order to deliver an excellent customer experience, you have to know your customers better than ever before, and this begins with your frontline. Employee engagement is crucial for any organization striving to become more customer-centric.

Employee Engagement 120

Employee Engagement Customer Centricity Feedback Analytics 120

Customer Guru

MARCH 1, 2018

Pednekar is currently working as the Director – Quality for Atos in India and drives initiatives on Quality & Customer Experience. She is a Certified Customer Experience Professional from the CXPA (US). I started getting more invested in the Customer Experience arena seven-eight years back.

Customer Centricity 94

Customer Centricity Customer Experience Professionals Employee Engagement Training 94

Storyminers

JULY 6, 2020

Aimee has over 20 years of experience improving service delivery and transforming CX through people development and process improvement initiatives. Her areas of expertise include market research, program management, marketing, instructional design, and training. Annette Franz. Annette Franz is the founder and CEO of CX Journey Inc.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Experience Matters

DECEMBER 15, 2015

As you can see in our video Driving CX Transformation , customer-centric culture requires mastering four CX core competencies : Purposeful Leadership , Compelling Brand Values , Employee Engagement , and Customer Connectedness. Employee CX & Empathy Training. Value-as-a-Service Emerging.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

Customer Guru

MARCH 1, 2018

Padnekar, currently working as the Director – Quality for Atos in India, and drives initiatives on Quality & Customer Experience. She is a Certified Customer Experience Professional from the CXPA (US). I started getting more invested in the Customer Experience arena seven-eight years back.

Customer Centricity 79

Customer Centricity Customer Experience Professionals Employee Engagement Training 79

Storyminers

JULY 6, 2020

Aimee has over 20 years of experience improving service delivery and transforming CX through people development and process improvement initiatives. Her areas of expertise include market research, program management, marketing, instructional design, and training. Annette Franz. Annette Franz is the founder and CEO of CX Journey Inc.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Customer Guru

AUGUST 8, 2018

Aimee Lucas is a Certified Customer Experience Professional and Vice President at Temkin Group, where her research and consulting efforts are dedicated to transforming customer experience within large organizations. Bruce Temkin is the Managing Partner and a Customer Experience Transformist at the Temkin Group.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

Customer Guru

MARCH 7, 2018

Maneesha Pednekar is currently working as the Director – Quality for Atos in India and drives initiatives on Quality & Customer Experience. She is a Certified Customer Experience Professional from the CXPA (US). I started getting more invested in the Customer Experience arena seven-eight years back.

Customer Centricity 60

Customer Centricity Customer Experience Professionals Employee Engagement Training 60

ShepHyken

FEBRUARY 28, 2020

He did this by performing a technique that you wouldn’t find in any sales training book or case studies on the best sales techniques. Like an ambitious salesperson, as a Customer Experience professional, I’m impatient with myself. Jim didn’t win every sale, who does, but he always outperformed his counterparts.

Roadmap 118

Roadmap Sales Case Study Airlines 118

SurveySensum

JULY 14, 2020

Adam Toporek is an internationally-recognized Customer Experience Expert, Keynote Speaker, and Customer Service Trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. LinkedIn : [link]. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Customer Bliss

AUGUST 16, 2018

Yes, you need to sell product to make money, but it needs to be looked at through the lens of the full CX journey, inclusive of customer and employee engagement. One of his first steps to initiating this infusion was to experience the Yellowfin product training as a customer himself. About Lee Roquet.

Strategy 111

Strategy Customer Experience Chief Customer Officer Call Center 111

ijgolding

AUGUST 9, 2017

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.

Engagement 226

Engagement Customer Experience Customer Experience Professionals Customer Centricity 226

Horizon CX

OCTOBER 7, 2014

remain completely open to thoughts and ideas as they relate to life experiences. in general and to my work as a Customer Experience professional. emerged with insights about my own career and experiences on the receiving end. of being a customer. complex and dynamic customers are as well.

Customer Experience 100

Customer Experience Customer Experience Professionals Exercises Customers 100

Horizon CX

OCTOBER 7, 2014

It was intriguing to me that after having spent a full day in academic lectures that spanned such a wide array of topics that I could have emerged with insights about my own career and experiences on the receiving end of being a customer. But that’s what keeps us moving forward.

Customer Experience 100

Customer Experience Customer Experience Professionals Exercises Customers 100

Answer Dash

APRIL 16, 2019

It places the horse before the cart, conveying that the end is customer lifetime value growth, and the means is meeting or exceeding customer expectations. This simplifies employees’ daily decisions in alignment with corporate strategy. She is a CXPA Recognized Resource Training Provider with CCXP students from 70 countries.

Customer Experience 76

Customer Experience Financial Customer Journeys Handbook 76

ClearAction

FEBRUARY 28, 2019

. “FIS One is not just about products and domain knowledge, but equally important is how to treat the customer and how to anticipate their needs.” ” “I’d recommend the Customer Experience Professionals Association ( CXPA ) as a good resource to adopt best practices,” Milista advised.

Customer Experience 61

Customer Experience Marketing Chief Customer Officer Customer Experience Professionals 61

Clarabridge

JANUARY 24, 2017

Be sure the question is asked in a specific way to help the customer answer honestly about either the transaction or the overall journey. How about Customer Effort Score or Employee Engagement Scores? Jeannie Walters has spent nearly 20 years evaluating and improving customer experiences.

Customer Journeys 40

Customer Journeys Effort Score Wireless Customer Experience Professionals 40

Qualtrics

MARCH 29, 2019

Author Bio: Stephanie Thum is a Certified Customer Experience Professional (CCXP) and Chief Advisor for Federal Customer Experience at Qualtrics. She is formally trained in strategic planning for government organizations and in planning, budgeting, and performance reporting for government organizations.

Government 36

Government Resources Customer Experience Video 36

ClearAction

APRIL 29, 2020

Develop and deploy systematic actioning on customer experience insights by cross-functional representatives, to prevent recurrence of issues and to create new mutual value associated with key drivers of customer lifetime value. Certified Customer Experience Professional (CCXP). Lean/Six-Sigma training.

Customer Experience 71

Customer Experience Chief Customer Officer Customer Centricity Leadership 71

ProProfs Chat

JANUARY 17, 2020

Well, the answer is, he did not give up his seat to a United employee. The anger among customers grew when Diane Mager, the CEO of the Customer Experience Professionals Association, talked about the incident but didn’t pinpoint the problems that needed to be discussed. Negative Customer Feedback.

Customer Service 97

Customer Service Social Media Poor Customer Service Feedback 97

Customer Bliss

MARCH 30, 2017

IBM was among the first larger brands to open a customer experience lab, and at the time they noted three major goals: Enhanced customer insight: The goal was to better predict individual customer behavior across multiple channels. A look inside the Wendy’s customer experience lab outside of Columbus, OH.

Customer Experience 100

Customer Experience Banking Net Promoter Score Call Center 100

Pointillist

OCTOBER 22, 2018

The ability to understand and accurately predict your customers’ emotions is precious to you as a customer experience professional. Until recently, that was only possible if the customer told you how she felt. Find Insights Across Customer Journeys. Train Employees Utilizing CX Metrics Insights.

Measurement 40

Measurement Customer Experience Net Promoter Score Hotels 40

Michel Falcon Experience

SEPTEMBER 24, 2015

If you’ve ever invested in improving your customer experience (for example, by hiring someone to facilitate training for your frontline employees), you know that the ROI isn’t instantaneous. The business world doesn’t need another marketer or salesperson; it desperately needs more customer experience professionals.

Customer Experience 60

Customer Experience eBook Social Media Training 60

Qualtrics

APRIL 9, 2019

Author Bio: Stephanie Thum is a Certified Customer Experience Professional (CCXP) and Chief Advisor for Federal Customer Experience at Qualtrics. She is formally trained in strategic planning for government organizations and in planning, budgeting, and performance reporting for government organizations.

Government 46

Government Conference Survey Social Media 46

Qualtrics

JANUARY 22, 2021

Together, they designed and launched the Customer Experience Professionals Association (CXPA), a global organization of more than 4,000 members across 50 countries. It aligned nicely with the Temkin Group’s key focus areas of purposeful leadership, compelling brand values , customer connectedness, and employee engagement.”

Customer Connectedness 26

Customer Connectedness Customer Journeys Employee Engagement Leadership 26

Qualtrics

MAY 20, 2019

They know how much is being spent on healthcare, benefits, training, deployments, and how long it takes on average to move service members and their families to a new duty station. And because there’s so much operational data, one might think there’s enough there to understand the employee’s world, right? But imagine this.

Data 24

Data Multi-Channel Government Leadership 24

Qualtrics

DECEMBER 20, 2018

Author Bio: Stephanie Thum is a Certified Customer Experience Professional (CCXP) and Chief Advisor for Federal Customer Experience at Qualtrics. She is formally trained in strategic planning for government organizations and in planning, budgeting, and performance reporting for government organizations.

Government 28

Government Feedback Survey Customer Experience Professionals 28

Qualtrics

MARCH 19, 2019

Author Bio: Stephanie Thum is a Certified Customer Experience Professional (CCXP) and Chief Advisor for Federal Customer Experience at Qualtrics. She is formally trained in strategic planning for government organizations and in planning, budgeting, and performance reporting for government organizations.

Feedback 22

Feedback Government Survey Data 22

Qualtrics

MAY 6, 2019

Author Bio: Stephanie Thum is a Certified Customer Experience Professional (CCXP) and Chief Advisor for Federal Customer Experience at Qualtrics. She is formally trained in strategic planning for government organizations and in planning, budgeting, and performance reporting for government organizations.

Government 30

Government Feedback Entertainment Survey 30

Qualtrics

MARCH 26, 2019

This person will “keep the trains moving.”. Author Bio: Stephanie Thum is a Certified Customer Experience Professional (CCXP) and Chief Advisor for Federal Customer Experience at Qualtrics. The post You have experience and operational Data. Don’t skimp on the secretariat. A cross-disciplinary team.

Government 22

Government Data Policies Guidelines 22

Qualtrics

JANUARY 2, 2019

Author Bio: Stephanie Thum is a Certified Customer Experience Professional (CCXP) and Chief Advisor for Federal Customer Experience at Qualtrics. She is formally trained in strategic planning for government organizations and in planning, budgeting, and performance reporting for government organizations.

Government 20

Government Customer Experience Chief Customer Officer Transportation 20

Alida

SEPTEMBER 22, 2016

Melissa Madian, SVP of customer experience enablement at Vision Critical, unveiled an exciting collaborative learning environment called the Vision Critical Academy. With this resource, customer intelligence pros can access product knowledge, on-demand training, certifications, idea sharing and best practices.

Innovation 100

Innovation Marketing Social Media Healthcare 100

Russel Lolacher

JULY 4, 2022

He is the senior director of customer experience at arise virtual solutions, which is the platform that connects big brands with working from home service providers. I love to speak, I love to write, and I love to train. I think I especially love training. Connect with Nate on his platforms: Linkedin. Nate Brown.

Employee Experience 52

Employee Experience Connections Leadership Groups 52