CX University

JULY 10, 2023

CX University is the first comprehensive online learning organization that specifically trains customer experience professionals. The Enterprise Learning Solution is a tailored program offered to corporations that need specialized, organizational-wide training to weave Customer Experience into the company ethos.

Banking 52

Banking Competitive Advantage Customer Experience Professionals Course 52

GetFeedback

JULY 19, 2019

How can we engage with our customers more? Engage your employees to understand why numbers moved up or down and not just reporting they did. Voice of the Customer results should lead to innovation around customer experience. . The webinar covered: Why VoC is a critical pillar in a strong CX strategy.

Customer Journeys 230

Customer Journeys Effort Score Net Promoter Score How To 230

TechSee

JUNE 16, 2022

In his videos, I keep people updated about the latest trends in customer experience, customer service and customer centricity. Tom Hinds, SVP Customer Engagement at Advocate Aurora Health. Jeanne Bliss, Founder and CEO at Customer Bliss. Follow on LinkedIn. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Totango

MARCH 8, 2022

Offering career advancement tips for CS professionals. Hosting CS webinars, teleconferences, and seminars. Offering tips on how to run customer success communities. Some brands set up their customer success communities to enhance their customer support or to support their marketing efforts. Supporting CS research.

Customer Success 116

Customer Success Guidelines Social Media Tips 116

CX Journey

SEPTEMBER 1, 2016

CX Day is a celebration of customer experience professionals, those folks who work tirelessly to design and deliver a great customer experience to their customers. This day is meant to not only highlight the profession but also to continue to raise awareness of the importance of the customer experience.

Company 92

Company Customer Experience Professionals Customer Experience Management Customer Experience 92

Customer Experience Insight

DECEMBER 3, 2020

Customer experience professionals might be the most valuable players in their company’s success in 2021. You hold the key to customer retention. Many just couldn’t retain the customers they had before they were forced to shut down. Here are five best practices to keep customers happy and loyal: 1.

Customer Experience Professionals 52

Customer Experience Professionals Social Media Customer Retention Tips 52

Confirmit

JANUARY 29, 2019

In our recent report “The State of Customer Experience: Time to get real”, based on a survey of over 250 Customer Experience professionals, we have tried to identify what the most successful companies are doing, what we can learn from them, and what you need to do to deliver similar results.

Customer Experience 40

Customer Experience Customer Experience Professionals Report Customer Experience Management 40

Confirmit

JULY 10, 2019

Webinar Details. You need to respond to customers’ issues to give confidence that you will do the right thing by them. 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. Watch webinar.

Customer Journeys 45

Customer Journeys B2C Customer Experience Professionals Customer Centricity 45

Experience Investigators by 360Connext

JUNE 17, 2015

I’m a Certified Customer Experience Professional (CCXP) and I’ll be sharing some of my best tips in our next webinar. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. It’s time to start climbing the mountain one step at a time.

Customer Experience 110

Customer Experience Social Media Employee Engagement Metrics 110

Confirmit

JANUARY 29, 2018

In our recent report “The State of Customer Experience: Time to get real”, based on a survey of over 250 Customer Experience professionals, we have tried to identify what the most successful companies are doing, what we can learn from them, and what you need to do to deliver similar results.

Customer Experience 40

Customer Experience Customer Experience Professionals Report Customer Experience Management 40

Confirmit

JULY 10, 2019

Watch webinar. You need to respond to customers’ issues to give confidence that you will do the right thing by them. 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. Voice of the Customer Webinars.

Customer Journeys 40

Customer Journeys B2C Customer Experience Professionals Customer Centricity 40

GetFeedback

DECEMBER 2, 2019

You must do the math to show why keeping customers satisfied, and measuring that consistently, is critical to successful outcomes for the overall business. It’s up to customer-centric leaders to engage the right ways to measure, communicate and take action on it. Customer Satisfaction Score: A Free Guide. Get the Guide.

ROI 195

ROI Customer Satisfaction How To Effort Score 195

Confirmit

JUNE 26, 2019

Webinar Details. Join Confirmit’s Brad Linville, Senior Director, Customer Experience Consulting and guest speaker, Faith Adams, Senior Analyst, Forrester as they help you understand how to: Build trust by providing smart ways to share insights that will engage and empower your colleagues. Thursday, July 11.

Customer Journeys 40

Customer Journeys B2C Customer Experience Professionals Customer Centricity 40

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. Image courtesy of ccxp.org I originally wrote today's post for HappyOrNot.

Customer Experience 80

Customer Experience Customer Experience Professionals ROI Metrics 80

Wootric

DECEMBER 21, 2018

It feels like a monumental task that will take ages, but here is a simple, quick step you can take to prioritize incremental improvements immediately: start gathering Customer Effort Score feedback after onboarding completion. We’ll be back in 2019 with more content to empower you to win customers for life.

Net Promoter Score 56

Net Promoter Score Effort Score NPS e-support 56

Beyond Philosophy

SEPTEMBER 27, 2017

Providing customers with a better experience was not on the company’s radar. So it shouldn’t come as a big surprise, that, faced with an outage crisis, the telecoms paid attention to work crews and getting service restored, but gave little thought to communicating with their customers. You could have heard a pin drop!

Wireless 117

Wireless Telecommunications Financial Customer Experience Professionals 117

Verint

SEPTEMBER 22, 2017

A lot of research has been done which makes the general point that great customer experiences drive long-term profitable growth. These macro proof points have been sufficient for many organizations to initially invest in customer experience initiatives—this has been great for customer experience professionals and the overall CX space.

Measurement 65

Measurement Case Study Comparison Customer Experience Professionals 65

Qualtrics

MARCH 29, 2019

Two Webinars Available On-Demand. Here’s a link to the webinar replay. And, a recent addition to the OMB Circular A-11 Section 280 resource library… a 30-minute webinar on CX governance, which is one of the five “core functions” of CX as described in the guidance. Here’s a link to that replay.

Government 36

Government Resources Customer Experience Video 36

Horizon CX

JULY 15, 2019

The way education is delivered tends to be a significant factor within the learning experience. Online classes must keep the learner engaged and collaboration tools need to be used to compensate for the interactions that would normally have occurred within a live classroom. That didn’t exist back then.

Course 113

Course Training Entertainment Exercises 113

Beyond Philosophy

MARCH 4, 2019

You can also identify how the customer is feeling during that interaction with the employee and how they felt when they leave. In a digital experience, you can record a customer having the existing experience, like booking an appointment online or buying a product to see how they feel throughout.

Measurement 102

Measurement Consulting Technology Customer Experience Professionals 102

Clarabridge

OCTOBER 2, 2018

CXPA’s 6 th Annual Worldwide CX Day presents a fantastic opportunity for Clarabridge to celebrate the increasing significance of customer experience for businesses across the globe. The ability to listen everywhere, analyze everything and engage everyone inside and outside an enterprise is essential. The post Happy CX Day!

CEM 40

CEM Social Media Analytics Customer Experience Professionals 40

Qualtrics

MARCH 19, 2019

Reach out to the Qualtrics federal team for more insights on our experience management work with more than 100 federal government clients at 60+ agencies and with governments around the world. Watch the data security webinar. Watch Webinar.

Feedback 22

Feedback Government Survey Data 22

ChurnZero

APRIL 5, 2019

Customer Success Performance Management (Goals and KPIs). If a customer isn’t engaging in upselling, they are often heading towards churn. Upcoming Webinar. How Customer Success Can Catalyze Customer-Centric Change. Speaker: Julia Ahlfeldt, Certified Customer Experience Professional.

Tips 40

Tips Customer Success Customer Centricity Leadership 40

Qualtrics

MAY 6, 2019

More than 3,500 locals have signed up to receive surveys from Dublin City Council up to four times a year on a variety of topics like local arts, entertainment, retail, civic engagement, community and public services. The City of Provo runs its panel program on the Qualtrics Experience Management Platform. Transparent? Mobile apps.

Government 30

Government Feedback Entertainment Survey 30

ClientSuccess

AUGUST 27, 2019

This means talking to the people who’ve sold or implemented the customer to understand the key goals of why they bought us in the first place. Ultimately, this was a lesson in preparation; now I make a conscious effort to understand as much as I can about a customer before actually engaging with them. Question 5. Question 7.

Software 40

Software Customer Success Culture Customers 40

Qualtrics

MARCH 26, 2019

For more insights on CX governance, specific to federal government agencies, check out our recent webinar here. Feel free to reach out to any member of the Qualtrics federal team for insights on how our 100 clients at 60+ federal government agencies have established their experience management programs.

Government 22

Government Data Policies Guidelines 22

ChurnZero

APRIL 12, 2019

And even more, what can Customer Success teams do to contribute to their organization’s Customer Experience (CX) evolution? During this webcast we also learned: The key aspects of customer-centric business practices (e.g. Speaker: Julia Ahlfeldt, Certified Customer Experience Professional.

Customer Centricity 14

Customer Centricity Customer Success Net Promoter Score Self Service 14

Experience Investigators by 360Connext

APRIL 14, 2020

Think of her as a whole person, not just as your customer. The more we can define our customer persona, the more we can engage our teams to show her empathy as we do our best to step into her shoes. You may have many customers across many demographic and psychographic categories. Consider ways to keep up engagement.

Customer Journeys 374

Customer Journeys How To Course Touchpoint 374

Experience Matters

OCTOBER 7, 2015

Yesterday was a great day, as Temkin Group joined customer experience professionals around the world in celebrating Customer Experience Day 2015. Here’s a recap of the content we created for this year’s celebration: Webinar recording : Tapping into the Power of Engaged Employees (with Aimee Lucus).

Customer Experience 120

Customer Experience Infographics eBook Customer Experience Professionals 120

Michel Falcon Experience

OCTOBER 21, 2015

If you want your customers to truly become loyal to your service or product then your customer experience needs a strategy. It’s common for me to open my keynote speaking engagements by asking the audience two questions, so I can gain context around where they are at in their customer experience development plans.

Strategy 68

Strategy Customer Experience Net Promoter Score NPS 68

Experience Matters

OCTOBER 14, 2014

As part of Customer Experience Day , I interviewed Mercedes-Benz USA (MBUSA) CEO Steve Cannon on a CXPA.org webinar called Customer Experience from the C-Suite. Here are some other highlights and lessons from the webinar: The CEO plays a critical role in CX. It all starts with employee engagement.

Net Promoter Score 279

Net Promoter Score Employee Engagement Leadership B2B 279

Michel Falcon Experience

FEBRUARY 19, 2016

bctt tweet=” If you’re going to have a successful career as a customer experience professional you need a strategy.”] ”] I remember the day when I first recognized that customer experience management would be “my thing.” Hosted free webinars.

Call Center 60

Call Center Consulting Customer Experience Net Promoter Score 60

Experience Matters

SEPTEMBER 9, 2015

Free webinars. We’ll hold two free webinars. Jen Rodstrom will present The Fundamentals of Customer Experience at 10:00 AM ET and Aimee Lucas will present Tapping into the Power of Engaged Employees at 1:00 PM ET. Customer Experience Matters video. Free research. Free eBook.

Groups 120

Groups Infographics eBook Video 120

Thematic

AUGUST 7, 2018

Recently we spoke to Customer Experience (CX) legend Maurice Fitzgerald, the former VP of Customer Experience at HP, author of 4 books on the subject of customer experience strategy and Net Promoter Score, and global keynote speaker. Best books on customer experience? But, guess what?

Customer Experience 48

Customer Experience Net Promoter Score How To Infographics 48

Pointillist

AUGUST 18, 2021

Dan is also a keynote speaker, author of the book Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media, a host of the Experience This! So, this is the real science of customer experience. But they are marketers, they’re not customer experience professionals.

Customer Journeys 40

Customer Journeys Self Service Omni-Channel Measurement 40

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. And I think he’s going to add a very interesting perspective to how we can sort of engage and connect with others to improve the employee experience.

Employee Experience 52

Employee Experience Connections Leadership Groups 52

Experience Investigators by 360Connext

MAY 24, 2017

You must have a customer experience mission and know EXACTLY what kind of experience to deliver.

Hotels 125

Hotels Infographics Loyalty Programs Customer Journeys 125