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

Innovative CX

FEBRUARY 26, 2019

There is one function that plays an important role in managing the customer’s journey in organizations, that of the customer experience professional. I’ll admit that as of late, the title customer experience professional has been bestowed on many different roles within an organization.

CEM 40

CEM Customer Experience Professionals Course ROI 40

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

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 boils down to how the customer feels. It comes down to understanding customers’ perceptions. Akos : I agree.

Groups 147

Groups Government Travel Tools 147

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

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

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

ReviewTrackers

MAY 8, 2017

Organized by the Customer Experience Professionals Association (CXPA), the 2017 Insight Exchange gathers over 300 CX professionals for world-class customer experience learning and networking. Session topics include marketing technology strategy, customer experience design, and data and analytics.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

CX Journey

JANUARY 6, 2015

Pundits are making their predictions about customer experience, marketing, and more: what''s the next big thing coming in the new year and what should everyone be focusing on. 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. Baby steps.

Employee Engagement 80

Employee Engagement Trends Employee Experience Customer Experience Professionals 80

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. Director Analyst: Senior research analyst & executive advisor on Customer Experience at Gartner. Bruce Temkin.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

CX Journey

SEPTEMBER 19, 2017

Marketing and customer experience professionals have different needs when they are developing and using personas. Start with today and then work toward tomorrow.If you don't know what's wrong, how can you make it right? Buyer personas and CX personas are one and the same.

Customer Journeys 121

Customer Journeys Touchpoint Customer Experience Professionals Customer Experience 121

CX Journey

OCTOBER 6, 2016

It's a challenge that customer experience professionals face as they attempt to get executive commitment, transform the organization's culture, and more. What advice would you give to these professionals to help them help others (especially executives) change the way they think about things? And much more.

Culture 169

Culture Banking Metrics Employee Engagement 169

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.

Customer Experience 227

Customer Experience Financial Customers Insurance 227

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. Tweet this.

Tips 96

Tips Customer Service Self Service Chief Customer Officer 96

Oracle

JUNE 3, 2020

” Alexander Heinle, Marketing Manager, eduup. Building up your experience, even at a lower-level position, opens up new doors and allows you to grow and expand your career.” Ammar Shahid, Digital Marketing Executive, SuperHeroCorp. ” Stacy Bolger, VP of Global Employee Experience, InMoment.

Tips 40

Tips Course Analytics Customer Experience Professionals 40

Beyond Philosophy

JANUARY 7, 2016

Behavioral Economics Meets Customer Experience. Understanding how customer behavior affects revenue, market share, retention, acquisition, etc., In 2016, more organizations will now embrace the subconscious and psychological experience, thus embracing Behavioral Economics. is essential. The Internet of Things.

Employee Engagement 60

Employee Engagement Insurance Exercises Analytics 60

Beyond Philosophy

JANUARY 7, 2016

Behavioral Economics Meets Customer Experience. Understanding how customer behavior affects revenue, market share, retention, acquisition, etc., In 2016, more organizations will now embrace the subconscious and psychological experience, thus embracing Behavioral Economics. is essential. The Internet of Things.

Employee Engagement 60

Employee Engagement Insurance Exercises Analytics 60

Storyminers

JULY 6, 2020

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. Her areas of expertise include market research, program management, marketing, instructional design, and training.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

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. Her areas of expertise include market research, program management, marketing, instructional design, and training.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

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]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

SmartKarrot

DECEMBER 2, 2020

Catherine Blackmore, GVP, Customer Success, Oracle Marketing Cloud. With her glittering career spanning over two decades, her involvement in running world-class customer success strategies is something to remember. 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

ECXO

DECEMBER 26, 2023

Using Behavioural Science in Marketing: Drive Customer Action and Loyalty by Prompting Instinctive Responses by Nancy Harhut. Increase engagement, response rates and the ROI of marketing initiatives with this step-by-step guide to harnessing hardwired consumer behaviour and instinctive responses. Here is the link.

Case Study 52

Case Study Customer Centricity Social Media Competitive Advantage 52

ClearAction

MARCH 22, 2024

CX is a Team Sport: 2 Surprising Views Lynn Hunsaker CX is a Team Sport was the CX Day 1 theme in 2021, celebrating the 10th anniversary of the Customer Experience Professionals Association. Camaraderie within the Customer Service (or Success) department is another way CX is a Team Sport. . Prevent data silos.

Sports 62

Sports Chief Customer Officer Conference Customer Centricity 62

Russel Lolacher

OCTOBER 10, 2022

In this episode of Relationships at Work, Russel chats with author and employee experience leader Stacy Sherman on the latest employee experience workforce trends your organization needs to watch and plan for in the years ahead. Let’s call this customer experience Professionals Association.

Trends 52

Trends Net Promoter Score Leadership Employee Experience 52

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

Michel Falcon Experience

SEPTEMBER 25, 2014

The outcome of appointing a CCO or Operations Manager, Customer Experience is a reduction of silos within an organization. Jeanne Bliss , advocates that the Chief Customer Officer (CCO) should be an executive that leads the customer experience. Your marketing team has a close relationship with your customers.

Customer Experience 120

Customer Experience Chief Customer Officer Competitive Advantage Customer Centricity 120

ijgolding

NOVEMBER 22, 2016

Fortunately, the profession that customer experience has become is steadily building a burgeoning number of just such people. Now it may sound obvious, but if an organisation aspires to have a customer centric culture, then it MUST make customer experience a priority for everyone.

Customer Centricity 120

Customer Centricity Culture Tips Strategy 120

Talkdesk

MAY 23, 2019

But, and then around about, sort of, 2008, 2009 I thought, well if I’m going to make a fair go of this idea of being independent, then I can see the way the market was developing. Adrian, you mentioned your Forbes column and a couple of your books and I have to say, How to Wow, I loved, for me as a customer experience professional.

Customer Experience 8

Customer Experience Groups Customer Experience Professionals Training 8

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 ). Patrizio Spagnoletto, Hulu // SVP, Marketing + Head of Brand. Hulu is huge.

Omni-Channel 22

Omni-Channel Retail Entertainment Leadership 22

Qualtrics

FEBRUARY 20, 2019

From his influential thought leadership at Forrester, to founding the Customer Experience Professionals Association (CXPA) in 2011, it’s little wonder he’s known as the ‘Godfather of CX’. I facilitated sessions where employees at every level discussed their work environments with executives in the room.

Groups 30

Groups B2B CRM Culture 30