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

ECXO

SEPTEMBER 15, 2022

The European Customer Experience Organization (ECXO) and You were invited to this SAS forum event to discuss their 2022 Research about EMEA Customer Loyalty: ”Delivering Experiences That Win Business and Build Loyalty – Subscribe here and ensure your place: [link]. Ricardo Saltz Gulko.

Customer Experience 67

Customer Experience Leadership Feedback Survey 67

Lumoa

APRIL 24, 2018

The maturity of the organizations ability to use this rich information and leadership greatly determine the outcome of this or any listening system truly driving culture change that leads to improved customer and employee experiences." Blake Morgan Customer Experience Futurist, Speaker and Author.

System 338

System Effort Score NPS Net Promoter Score 338

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

Storyminers

JULY 6, 2020

As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

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 Airlines Healthcare Transportation 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 45

Customer Journeys B2C Customer Experience Professionals Customer Centricity 45

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

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

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

ECXO

DECEMBER 26, 2023

Using Behavioural Science in Marketing: Drive Customer Action and Loyalty by Prompting Instinctive Responses by Nancy Harhut. According to Tiffani Bova, this siloed focus on customer experience – without considering the impact on your staff – actually hinders growth in the long run. Can Your Customer Service Do This?

Case Study 52

Case Study Customer Centricity Social Media Competitive Advantage 52

ReviewTrackers

MAY 8, 2017

Customer experience (CX) — defined as “the cumulative impact of all interactions and experiences between your business and the customer, at every touchpoint across the entire customer journey, and viewed entirely from your customer’s perspective” — has become one of today’s most important business benchmarks.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

ijgolding

MAY 23, 2017

Usually (although not exclusively) the domain of men and women working for organisations in senior roles, the ‘rolling eye phenomenon’ often occurs when someone like me, a Customer Experience Professional, starts to talk about anything related to the Customer Experience. Happy customers. =.

Customer Experience 227

Customer Experience Financial Customers Insurance 227

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. Kia has pioneered the art of Customer Experience by leading businesses through the transition to customer-centric organizations.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

ClearAction

JANUARY 6, 2021

You are a customer of many companies as an individual consumer: you know that your experience begins far before an interaction and ends when you no longer have the need for a type of solution. Similar disagreement would occur with the idea that your employee experience equals HR’s resolution of your complaints.

Tips 77

Tips Customer Experience Net Promoter Score Customer Journeys 77

ProProfs Chat

DECEMBER 7, 2018

Your ability to provide an improved experience during a peak season like the yuletide builds your customers’ confidence in your capabilities to deliver quality consistently and that positively impacts customer loyalty and advocacy. Diane Magers CEO, Customer Experience Professionals Association.

Tips 96

Tips Customer Service Self Service Chief Customer Officer 96

ijgolding

NOVEMBER 22, 2016

Fortunately, the profession that customer experience has become is steadily building a burgeoning number of just such people. but also customer driven ones (loyalty, satisfaction, effort etc…). Tip 6 – Communicate, communicate, communicate!

Customer Centricity 120

Customer Centricity Culture Tips Strategy 120

ijgolding

SEPTEMBER 21, 2015

That is why I also advise people that I am a Customer Experience ‘Specialist’ – not an ‘expert’ – as I believe that anyone who champions a profession should be continually developing their specialism. Continuous professional development never ends!!

Brands 120

Brands Customer Experience Chief Customer Officer Case Study 120

SmartKarrot

DECEMBER 2, 2020

Now that she is rendering her service at Slack, she is ensuring the best of customer service given to the clients that pull in massive customer retention and loyalty. Currently, she also serves as an executive member in the CXPA (Customer Experience Professionals Association).

Customer Success 17

Customer Success Customer Journeys Contact Center Leadership 17

Qualtrics

NOVEMBER 21, 2019

Samantha believes that collaboration is critical to great leadership and even more pivotal to great EX ( employee experience ). For more than 20 years, Bruce Temkin has been a central figure in the world of CX ( customer experience ). Samantha Hammock, American Express // Chief Learning Officer.

Omni-Channel 22

Omni-Channel Retail Entertainment Leadership 22