CX Accelerator

MARCH 9, 2020

As customer experience professionals, I think we’re especially prone to battling impostor syndrome. A passionate connector of people, Erica Marois is a customer and employee experience enthusiast who loves helping others find unique solutions to their biggest challenges. The work is also complicated.

Contact Center 182

Contact Center Social Media Travel Advertising 182

CX Journey

OCTOBER 4, 2016

When we spoke, my questions were focused on things that I felt would be helpful for customer experience professionals in the throes of culture transformations within their own businesses, with a few other questions sprinkled in because, well, I was curious. Let's dive in. Why don't CEOs get it?

Banking 187

Banking Culture Innovation Employee Experience 187

TechSee

AUGUST 14, 2023

Follow on LinkedIn Jeanne Bliss , Founder & CEO at Customer Bliss Jeanne Bliss is the Founder and President of CustomerBliss and Co-Founder of The Customer Experience Professionals Association. Nick is also the host of the acclaimed podcast, Press 1 For Nick , which ranks among the top 2.5% of podcasts worldwide.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

CX Journey

FEBRUARY 14, 2018

And customers are still complaining. In other words, customer experience improvement efforts are failing. We advocate, as customer experience professionals, getting to the root cause of issues. It's about the employee experience more first! Certainly not last or least is the employee.

Employee Experience 116

Employee Experience Culture Policies Customer Experience Professionals 116

BlueOcean

OCTOBER 8, 2021

Removing pain points FIRST, is far more valuable than trying to delight customers. This shift has led to the advent of the Customer Service Officer, a role that didn’t even exist just a short time ago. Tapping into Customer Personas. One of the guiding principles, in fact, states that “culture + governance = execution.”.

Customer Experience 177

Customer Experience Contact Center Culture Study 177

Lumoa

MARCH 21, 2023

I wanted my book to have a transformation lenses, providing advice on how to question the status quo in an organisation, as well as offering insights into how organisations can be transformed to deliver sustainable change that has positive outcomes for customer experience, employee experience and financial success.

Customer Experience 236

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 236

ClearAction

SEPTEMBER 25, 2022

CCXP exam (Customer Experience Professional Certification) competencies are a guide to highly profitable customer experience management. It’s equally applicable to Employee Experience and Partner Experience management. CCXP Exam Joys, Struggles & Rewards Lynn Hunsaker.

Customer Journeys 62

Customer Journeys Study Customer Experience Professionals Financial 62

Horizon CX

DECEMBER 1, 2023

Customer Loyalty and Retention Studies: Explore studies that delve into the correlation between customer loyalty, retention, and financial success. Industry-Specific Customer Experience Reports: Many industries release reports that focus on the state of customer experience within that sector.

Customer Centricity 130

Customer Centricity Customer Journeys Automotive Fashion 130

Blake Morgan

DECEMBER 6, 2022

                 . Customer experience professionals face countless balancing acts: do you focus on digital or in-person experiences? Employee experience or customer experience? Build out the contact center or move to self-service options?

Self Service 52

Self Service Customer Service How To Contact Center 52

CX Journey

NOVEMBER 29, 2017

But, as customer experience professionals, we know that our work is not done until change has happened. And you've found a lot of improvements to be made. Remind everyone why change is happening and who it impacts. Tell the story. There are more things you can do, for sure. Feel free to leave your thoughts in the comments below.

Policies 124

Policies Customer Experience Professionals Employee Experience Customer Experience 124

Customer Guru

AUGUST 8, 2018

He has extensive experience in retail, wholesale, franchising, and small business and has a strong belief in positive customer experience. She has over 16 years of experience in areas of market research, program management, marketing, instructional design, and training. Aimee Lucas Follow @Aimee_Lucas.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

CX Journey

JULY 5, 2016

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. The implications of investing in both the employee experience and the customer experience are measurable against the bottom line.

Customer Experience 117

Customer Experience ROI Return on Investment Customer Experience Professionals 117

CX Journey

MARCH 16, 2017

As a follow-on to my post earlier this week about companies having no budget for customer experience improvements, I thought I'd compile a few ideas on how to move beyond the "no budget" excuse and make improvements that cost little to nothing. Not a good feeling when you're a customer experience professional.

Exercises 112

Exercises Culture Policies Employee Experience 112

CX Journey

OCTOBER 17, 2018

Beyond that, there must be a well-defined customer experience vision and strategy , a governance structure to provide guidelines and oversight for the work ahead, a focus on improving the employee experience along with recognition that employees drive the customer experience , and a people-first culture.

Trends 111

Trends Guidelines Omni-Channel Government 111

ECXO

JUNE 6, 2022

Follow him: [link] Ricardo Saltz Gulko He is the Eglobalis, Innovation and Experience Consulting Agency, Managing Director, a global strategist, C-suite adviser, focused on experience culture transformation, CX-EX design, technology adoption, & innovation ignition. He’s also the ECXO.org co-founder. Ricardo Saltz Gulko.

Consulting 52

Consulting Customer Experience Professionals Innovation Culture 52

CX Journey

OCTOBER 27, 2015

The spirit of the statement, though, is this: every employee impacts the customer experience , whether he's part of your frontline interacting with customers face to face/phone to phone or she's behind the scenes making sure the website works well or designing brochures to describe your products. In this regard.

Customer Experience 80

Customer Experience Customer Experience Professionals Consulting Call Center 80

Innovative CX

FEBRUARY 26, 2019

As we know all functions have some role in the end-to-end customer experience. There is one function that plays an important role in managing the customer’s journey in organizations, that of the customer experience professional. As professionals we are passionate about our roles and responsibilities.

CEM 40

CEM Customer Experience Professionals Course ROI 40

Customer Bliss

APRIL 25, 2017

Last week, I wrote a blog post about the employee experience side of the United incident. Diane is currently CEO of the Customer Experience Professionals Association. Prior to that, she held high-ranking, customer-facing roles at AT&T and Sysco. The repercussions are real. About Diane.

Airlines 128

Airlines Customer Experience Professionals Course Connections 128

CX Journey

JUNE 27, 2018

I'm positive the Platinum Rule was created by a customer experience professional! The Platinum Rule speaks to customer experience professionals. so that they can design the products and the experiences that customers want. It's quite the improvement to the Golden Rule.

Exercises 126

Exercises Customer Experience Professionals Customer Experience Company 126

Horizon CX

OCTOBER 2, 2023

The Frontline Experience Gap – Competence, Supervision, and Data by Scott Gilbey “I help identify customer and employee experience gaps that adversely impact the frontline. Experience improves and so does P&L. Speaking of KPIs, let’s turn to the third experience gap dimension – Data.

Net Promoter Score 130

Net Promoter Score Survey System Retail 130

Customer Guru

AUGUST 21, 2018

The CXPA Board of Directors member has expertise in ’embedding customer experience DNA in company culture’ – she has successfully led company-wide customer experience at Applied Materials. Its original version was the cornerstone of the 2012 book “Outside In: The Power of Putting Customers at the Center of Your Business.”

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

ijgolding

APRIL 4, 2017

Just this week, a fellow human being – who also happens to be a passionate Customer Experience Professional, has inspired me to write this post. Jacques Strydom believes, that when we are talking about the subject of Customer Experience, we must always start by remembering that we are Human first.

Technology 336

Technology Innovation Leadership Customer Experience Professionals 336

CX Journey

NOVEMBER 9, 2016

I'm looking forward to working with more new clients and meeting and learning from more brilliant customer experience professionals going forward. I've made some new friends, worked with some new clients, and have just had a great time! Thank you to all who continue to read what I write.

Customer Journeys 166

Customer Journeys B2B Customer Experience Professionals Culture 166

CX Journey

APRIL 4, 2018

There's a big problem brewing out there when it comes to journey mapping: Too many folks view journey maps as useless, when instead, the maps should be seen as one of the (if not the ) most powerful tools and processes in the customer experience professional's arsenal.

Customer Journeys 158

Customer Journeys Customer Experience Professionals Tools Customer Experience 158

ECXO

SEPTEMBER 15, 2022

Become a member now to the open access Customer Experience Professional Business Network Here ECXO.org : The European Customer Experience Orgaanization. ECXO Leadership Team, Joanna Carr, Susanne Fries-Palm, Federico Cesconi, Michael Brandt, Danny Petters, Ricardo Saltz Gulko and all Ambassadors team.

Customer Experience 69

Customer Experience Leadership Feedback Innovation 69

Confirmit

JULY 10, 2019

With the right level of trust you can motivate, empower and encourage everyone in the organization to do the right thing for your customers and deliver real business value. Brad helps Confirmit customers grow their CX programs to maturity, enabling transformational change that optimizes customer and employee experiences.

Customer Journeys 45

Customer Journeys B2C Customer Experience Professionals Customer Centricity 45

CX Accelerator

SEPTEMBER 24, 2019

Most people know what salespeople or customer service representatives do. But it’s not usually the case that Customer Experience professionals experience the same level of understanding about what they do and what their job roles are for.

Tips 282

Tips Customer Centricity Strategy Social Media 282

Confirmit

SEPTEMBER 5, 2017

As a Customer Experience professional, do you find yourself struggling to show real results and tangible business outcomes? After roughly twenty years as a discrete discipline, Customer Experience (CX) is still a difficult career in which to demonstrate business value.

Customer Experience 49

Customer Experience Customer Experience Professionals Innovation Customers 49

Russel Lolacher

JULY 4, 2022

In this episode of Relationships at Work, Russel chats with co-founder of the CX Accelerator and speaker Nate Brown on how to build build community to benefit your employee experience in your industry. So it was a really bad employee experience. Connect with Nate on his platforms: Linkedin. CX Accelerator. Hello, sir.

Employee Experience 52

Employee Experience Connections Leadership Groups 52

Confirmit

JULY 10, 2019

With the right level of trust you can motivate, empower and encourage everyone in the organization to do the right thing for your customers and deliver real business value. Brad helps Confirmit customers grow their CX programs to maturity, enabling transformational change that optimizes customer and employee experiences.

Customer Journeys 40

Customer Journeys B2C Customer Experience Professionals Customer Centricity 40

Confirmit

JUNE 26, 2019

With the right level of trust you can motivate, empower and encourage everyone in the organization to do the right thing for your customers and deliver real business value. Brad helps Confirmit customers grow their CX programs to maturity, enabling transformational change that optimizes customer and employee experiences.

Customer Journeys 40

Customer Journeys B2C Customer Experience Professionals Customer Centricity 40

Think Customers

MARCH 21, 2023

The power of connectivity was on brilliant display this month in Salt Lake City, where approximately 10,000 customer experience professionals gathered to soak up inspiration and new ideas to deploy upon returning home. Improving the employee experience in this way ultimately enhances the customer experience as well.

Report 52

Report Healthcare Airlines Transportation 52

Storyminers

FEBRUARY 17, 2021

Mike and Akos, two customer experience professionals from two continents discuss what customer experience base thinking can teach politics and how it accelerates “global thinking”. It has the tools, principles, and methods to put all the dysfunctional decision-making behind and get to the global problems at hand.

Groups 147

Groups Government Travel Tools 147

CX Accelerator

SEPTEMBER 24, 2019

Most people know what salespeople or customer service representatives do. But it’s not usually the case that Customer Experience professionals experience the same level of understanding about what they do and what their job roles are for.

Tips 208

Tips Customer Centricity Strategy Social Media 208

CX Journey

JANUARY 6, 2015

The other piece that I think is a must-have for 2015 (as it should be every year) is a focus on the employee experience. There is so much data out there that shows employee engagement levels to be at their lowest ever, and yet there''s also tons of data that supports the fact that employee engagement drives business results. (I''ve

Employee Engagement 80

Employee Engagement Trends Employee Experience Customer Experience Professionals 80

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. CX: The Present.

e-support 103

e-support Customer Centricity Customer Journeys Technology 103

CX Accelerator

SEPTEMBER 24, 2019

Most people know what salespeople or customer service representatives do. But it’s not usually the case that Customer Experience professionals experience the same level of understanding about what they do and what their job roles are for.

Tips 182

Tips Customer Centricity Strategy Social Media 182