Experience Investigators by 360Connext

JULY 27, 2023

Certified Customer Experience Professional (CCXP) Jeannie Walters outlines foundational skills in key CX areas, like how to: identify your organization’s strategic vision for your customers; leverage tools, best practices, and techniques to deliver on your CX vision; achieve competitive advantage with superior customer experience.

Customer Experience 198

Customer Experience Competitive Advantage Customer Experience Professionals Customers 198

Experience Investigators by 360Connext

FEBRUARY 4, 2019

These aren’t exactly how you or I would define them every time, but again, you get the idea. So what should today’s customer experience professional do about all these touchpoints? Owning the never-ending list is part of the customer experience professionals role now.

Touchpoint 173

Touchpoint How To Customer Experience Professionals Advertising 173

GetFeedback

DECEMBER 2, 2019

Understanding this important segment of customers means creating experiences that continue to earn their loyalty and, in return, their money. Here’s another example on how to calculate ROI with this information. Your satisfied customers spend 15% more with your brand. Customer Satisfaction Score: A Free Guide.

ROI 195

ROI Customer Satisfaction How To Effort Score 195

GetFeedback

AUGUST 14, 2019

Invite them into the feedback loop by sharing the complaints and comments they hear from customers. For more on collecting and taking action on customer feedback, check out our free Voice of the Customer (VoC) guide. How to measure your Customer Satisfaction Score . Goal 2: Coach employees. About the guest author

Customer Journeys 273

Customer Journeys Metrics How To Customer Satisfaction 273

Experience Investigators by 360Connext

SEPTEMBER 12, 2023

”Can we discuss how to conduct an annual performance review for a customer experience professional? ” How do we define success?” Jeannie Walters suggests that first you must look at what it means to be a customer experience professional in your organization.

Customer Experience Professionals 143

Customer Experience Professionals Measurement Resources Customer Experience 143

Qualtrics

JUNE 21, 2019

JetBlue’s mission from the beginning has been to stand apart from their competitors by placing customers in the captain’s seat of their experience, from check-in to baggage claim. How to Have a Good Conversation. Register today for this exclusive opportunity to learn from customer experience masters.

Customer Experience Professionals 52

Customer Experience Professionals Video Customer Experience Touchpoint 52

Chattermill

MAY 12, 2019

Top 20 Books Every Customer Experience Professional Needs to Read Now. Customer Experience. We’ve also picked up a ton of insights by making our way through lots of books written by Customer Experience Guru's. Customer Experience Books. by Sam Frampton. on 13 May 2019.

Customer Experience Professionals 56

Customer Experience Professionals Customer Experience Hotels Net Promoter Score 56

Experience Investigators by 360Connext

FEBRUARY 4, 2019

These aren’t exactly how you or I would define them every time, but again, you get the idea. So what should today’s customer experience professional do about all these touchpoints? Owning the never-ending list is part of the customer experience professionals role now.

Touchpoint 187

Touchpoint How To Customer Experience Professionals Advertising 187

GetFeedback

JULY 19, 2019

And yet, it’s not surprising to know companies categorized as customer-centric reported much higher revenue than their counterparts, as documented in Hotjar’s 2019 State of Customer Experience Report. How to set up your Voice of the Customer (VoC) program for success. Your customers are definitely ready to share!

Customer Journeys 230

Customer Journeys Effort Score Net Promoter Score How To 230

Customer Bliss

MARCH 26, 2019

I call it the underbelly; how did each guest navigate the underbelly of their organization, in order to succeed? It’s the same reason I co-founded the Customer Experience Professionals Association. The work is interesting, but what really drives the work is culture.

Leadership 181

Leadership Chief Customer Officer How To Customer Experience Professionals 181

ijgolding

JUNE 16, 2015

9 years after Jeanne wrote her first guide for Customer Experience executives, she has published a new, modernised CCO ‘bible’ – ‘ Chief Customer Officer 2.0 – How to Build Your Customer Driven Growth Engine ‘, really is a MUST read for any existing or aspiring leader of Customer Experience.

Chief Customer Officer 120

Chief Customer Officer How To Leadership Customer Experience Professionals 120

Experience Investigators by 360Connext

SEPTEMBER 17, 2019

CX Day is a day all about learning, sharing, and celebrating with the Customer Experience community. The first wave of customer experience professionals have had to create our own paths. There was no text book or standard curriculum when it came to customer experience. Why do we do this?

Social Media 146

Social Media How To Culture Customer Centricity 146

Alida

MARCH 10, 2017

Jeanne Bliss, co-founder of the Customer Experience Professionals Association, says a chief customer officer (CCO) needs to lead the charge. Lack of ownership. CX programs require strategy and leadership from the top. Without a CCO or equivalent driver of a CX program, there can be no unity.

Customer Experience 196

Customer Experience Net Promoter Score Effort Score Chief Customer Officer 196

Calabrio

JULY 29, 2020

Hear it from Dodkins himself: Throughout the program, you’ll learn valuable lessons on enhancing your personal CX profile, including: How to connect with your customers at a deeper level. How to look at your business from the ‘outside-in’ and understand your customers’ true needs.

Customer Experience Professionals 208

Customer Experience Professionals Customer Journeys Training Customer Expectations 208

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? Blake Morgan is a customer experience futurist and the bestselling author of The Customer of the Future.

Self Service 52

Self Service Customer Service How To Contact Center 52

Beyond Philosophy

APRIL 9, 2018

Overcoming the obstacle of social norms is a crucial activity for today’s Customer Experience professionals. We have X surefire ways to get your customers to talk. One of the best ways to get authentic feedback from customers does not involve fancy math or a psychology degree.

How To 104

How To Culture Feedback Travel 104

CX Journey

MAY 24, 2017

If your employees aren't engaged with your improvement efforts - or engaged overall with the organization - it will be very difficult for them to delight your customers and deliver the experience they expect.

Engagement 154

Engagement Strategy Customer Experience Customer Journeys 154

NobelBiz

FEBRUARY 14, 2023

Train agents: Provide your agents with practical training on how to minimize dead airtime. Implement the solution and train agents on how to use it. With its remarkable features and easy-to-use interface, OMNI+ will help your agents drastically cut dead air time off, and provide seamless customer interactions.

Contact Center 52

Contact Center Call Flow Call Recording How To 52

ijgolding

JANUARY 29, 2015

This week I am focusing my blog on the importance of developing ‘authority’ as a Customer Experience Professional in celebration of the upcoming CXPA Members Insight Exchange on the 10th February in London. If you have not read all about how to earn authority as a Customer Experience Professional here.

Customer Service 120

Customer Service Customer Experience Professionals Customers Customer Experience 120

SurveySensum

SEPTEMBER 30, 2019

Happy Customer Experience Day! 1 st October is a CX Day, founded by Customer Experience Professionals Organization (CXPA). It’s the best time to check how your organization is taking initiatives to celebrate the spirit of the customer experience program. How you’re celebrating CX day?

Net Promoter Score 69

Net Promoter Score Tips Customer Experience Customer Journeys 69

Thematic

SEPTEMBER 10, 2018

How behavioural economics can benefit customer experience. What the most important traits of a customer experience professional are. How to get sponsorship as a CX professional. The post How to combine science and emotion for customer experience success [video] appeared first on Thematic.

Video 48

Video Net Promoter Score Customer Experience How To 48

Thematic

SEPTEMBER 10, 2018

How behavioural economics can benefit customer experience. What the most important traits of a customer experience professional are. How to get sponsorship as a CX professional. The post How to combine science and emotion for customer experience success [video] appeared first on Thematic.

Video 48

Video Net Promoter Score Customer Experience How To 48

Ann Michaels and Associates

MARCH 13, 2019

It’s important that your strategy supports business objectives, accurately reflects your brand, and aids in prioritizing which customer goals to support and how to support them. Organizations that aspire to differentiate based on digital customer experience need a clear, cohesive execution strategy.

Customer Experience 49

Customer Experience How To Touchpoint Customer Centricity 49

InMoment XI

JANUARY 25, 2024

For customer experience professionals, InMoment recommends reading the Gartner Magic Quadrant within specific industry trends and considerations. We believe the Magic Quadrant’s insights will aid you in how to choose a CX vendor. Do We Think the Gartner Magic Quadrant is Reliable?

Strategy 260

Strategy Roadmap Innovation Technology 260

CloudCherry

MARCH 8, 2019

She is the Founder and President of CustomerBliss, and the Co-Founder of The Customer Experience Professionals Association. Jeanne has over 20 years of experience into ‘Customer Experience’ as she learned early on from her father. Jeanne Bliss.

Chief Customer Officer 285

Chief Customer Officer Customer Experience Professionals Consulting Employee Experience 285

TechSee

AUGUST 14, 2023

Follow on LinkedIn Charlie Mitchell, Senior Editor at CX Today Charlie is an award-winning magazine editor, with vast experience in writing about technology, customer service, and much more. She works with business leaders to work out how to weave the customer into their already established cultures.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

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

Thematic

NOVEMBER 28, 2019

Over the course of Fall 2019, we surveyed 150 CX professionals. The survey itself was conducted by Thematic, in collaboration with the Customer Experience Professionals Association (CXPA), and publicized through our social media, CXPA and our friends & influencers in CX space, such as Annette Franz and Maurice FitzGerald.

Report 100

Report Survey ROI Net Promoter Score 100

Lumoa

DECEMBER 18, 2017

There're great professionals who feel the customer pains and embrace their successes. Jim, CCXP (Certified Customer Experience Professional), is a founder of a CX consulting agency, Heart of the Customer , and sees the world in a special way: through the eyes of customers.

Analytics 273

Analytics Customer Journeys Customer Experience Net Promoter Score 273

ijgolding

FEBRUARY 6, 2017

It is a challenging profession for a variety of reasons – largely because it is not ‘black and white’ There is no one way of doing anything when it comes to Customer Experience. As a result, the Customer Experience discipline is most definitely NOT a tick, or check box exercise!

Customer Journeys 156

Customer Journeys Management Exercises Customer Experience Professionals 156

InMoment XI

MAY 16, 2012

More than 350 Voice of Customer (VOC) and customer experience professionals gathered today at the Metropolitan Hotel in Las Vegas for the first day of VoCFusion 2012.

Hotels 200

Hotels Customer Experience Professionals Voice of Customer Financial 200

InMoment XI

MAY 16, 2012

More than 350 Voice of Customer (VOC) and customer experience professionals gathered today at the Metropolitan Hotel in Las Vegas for the first day of VoCFusion 2012.

Hotels 200

Hotels Customer Experience Professionals Voice of Customer Financial 200

InMoment XI

MAY 16, 2012

More than 350 Voice of Customer (VOC) and customer experience professionals gathered today at the Metropolitan Hotel in Las Vegas for the first day of VoCFusion 2012.

Hotels 200

Hotels Customer Experience Professionals Voice of Customer Financial 200

CX Journey

DECEMBER 13, 2017

That statement has plagued companies for a long time and for a variety of reasons - not the least of which is that they just don’t know what to do with the data: how to analyze it, how to use the outputs, what the outputs mean, etc. Image courtesy of Pixabay "Data is just data until you do something with it," right?

Data 112

Data Customer Experience Professionals ROI Analytics 112

CX Journey

SEPTEMBER 26, 2014

As a member of CXPA (Customer Experience Professionals Association) and a team member of the CXPA SoCal Local Networking Events committee, I am actively involved in the organization and all it has to offer. If you''re a customer experience professional and not yet a member, you should check it out.

Customer Experience Professionals 160

Customer Experience Professionals Customer Experience Company How To 160

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

Experience Investigators by 360Connext

OCTOBER 1, 2019

Customer experience professionals, enthusiasts and change agents around the world are celebrating today. CX Day is all about celebrating our success, learning from our amazing community, and looking to the future of customer experience. I recently wrote a blog about how to celebrate with us on CX Day.

Case Study 137

Case Study Customer Centricity Culture B2B 137