Qualtrics

JUNE 21, 2019

Whether you choose to learn from the wisdom of market legends, your own experience (and maybe a few mistakes along the way), requests from customers, or the successes of others, remember that there’s no one key to success in CX. Magician Reveals the Grandest Illusion surrounding Customer Service.

Customer Experience Professionals 52

Customer Experience Professionals Video Customer Experience Touchpoint 52

Horizon CX

DECEMBER 1, 2023

let’s explore a couple of real-world examples that illustrate the crucial link between CX and strategic goals: Amazon: Customer-Centric Innovation for Market Leadership Alignment with Strategic Goals: Amazon’s relentless focus on customer experience is tightly aligned with its strategic goals.

Customer Centricity 130

Customer Centricity Customer Journeys Automotive Fashion 130

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

CX University

NOVEMBER 7, 2023

To meet the market demands for quality online instruction and preparation for Certified Customer Experience Professional (CCXP), CX University (CXU) launches its CCXP Exam Prep Course.

Course 52

Course Roadmap Customer Experience Professionals ROI 52

ijgolding

JUNE 5, 2016

Yet, the reality, as my article describes, is that too many businesses around the world make decisions on a regular basis that do not clearly align to the things customers want and need – or indeed that address challenges the customer may be experiencing. If used well, they are a vital cog in the development of customer strategy.

Meeting 120

Meeting Exercises Customer Journeys Customer Experience Professionals 120

TechSee

AUGUST 14, 2023

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience and customer service. They are “the ones to watch” and we recommend you follow them on Linkedin, Twitter, or YouTube or try meeting them at key industry events.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

CX University

NOVEMBER 21, 2023

CX University (CXU) has completed a full internal audit of its course content to ensure all information is updated to meet standards of excellence and relevance. As with all online content immersed in a growing and advancing field, the Customer Experience discipline continues to provide valuable insights, data, and knowledge.

Course 52

Course Roadmap Conference ROI 52

Alida

SEPTEMBER 22, 2016

Earlier this week, more than 400 professionals in marketing, customer experience, innovation and research gathered in Chicago for the 2016 Customer Intelligence Summit. The two-day annual conference featured keynotes and presentations by some of the world’s leading customer-centric brands.

Innovation 100

Innovation Marketing Social Media Healthcare 100

ijgolding

OCTOBER 2, 2017

This post is part of the Customer Experience Professionals Association’s Blog Carnival celebrating customer experience. It’s part of a broader celebration of Customer Experience Day 2017. Check out posts from other bloggers at the blog carnival. And learn more about CX Day at: [link].

Customer Experience 158

Customer Experience Customer Experience Professionals Customers Customer Centricity 158

ijgolding

FEBRUARY 15, 2018

When the world’s first professional qualification in CX was launched by the Customer Experience Professionals Association (CXPA) in 2014, finally the profession was in a position to give CX Professionals the ‘earned authority’ they so richly needed. You can find out more about the book here.

Customer Experience Professionals 144

Customer Experience Professionals Training Customer Experience Meeting 144

ijgolding

JANUARY 28, 2018

Last week I had a fascinating conversation with a peer of mine – a fellow Customer Experience Professional. James Dodkins is as passionate about transforming organisations to become sustainably customer centric as I am. Step 5 – Innovate & Co-Create. However, reward is not necessarily a monetary thing.

Employee Engagement 196

Employee Engagement Engagement Customer Centricity Culture 196

Experience Matters

NOVEMBER 24, 2014

I attended last night’s Oklahoma City Thunder game to participate in a ceremony awarding the NBA team’s partners with a CX Innovation Award from the Customer Experience Professionals Association ( CXPA.org ). Actually, the Thunder won the award for its fan experience efforts. And they act on what they learn.

Sports 308

Sports Customer Experience Professionals Survey Consulting 308

Lumoa

JANUARY 9, 2018

Much of the improvement has been driven by advancements in product innovation and digital technology. HOWEVER, I also argue that despite that, too many consumers continue to endure ‘random’ or ‘unexpected’ experiences as a result of the inconsistent delivery of the end-to-end customer journey.

Customer Experience 354

Customer Experience Competitive Advantage Omni-Channel Culture 354

Customer Bliss

JULY 4, 2017

Mark Slatin is the Director of Client Experience for Sandy Spring Bank. They won CX Innovation Awards in both 2015 and 2016, so he seemed like a great person to bring on and discuss what he’s doing with his team — and how/why. Meet with them — breakfast, lunch, happy hour, whenever. CX Meeting In A Box.

Banking 143

Banking Leadership Net Promoter Score Customer Journeys 143

Kustomer

NOVEMBER 9, 2023

But this journey isn’t just about technology; it’s about embracing a new mindset—a mindset that prioritizes customer-centricity, customer data, personalization, innovation, and adaptability. These thought leaders and experts are at the forefront of innovation in the fields of AI and customer experience.

Innovation 52

Innovation Customer Experience Professionals e-support Industry 52

CX Journey

JULY 5, 2018

Customer experience professionals know that, in order to deliver a great experience, companies must listen to customers, link customer feedback to transactional (and other) data, and act on what they hear. And finally, in Phase 5 (Innovation) , we see some real progress!

Data 119

Data Customer Experience Professionals Metrics Analytics 119

Alida

AUGUST 30, 2017

The Customer Intelligence Summit is a must-attend conference for marketing, CX, product innovation and market research pros. One must-see keynote comes from Rick Parrish, a principal Forrester analyst serving customer experience professionals. Hear about the incredible new innovations you can leverage soon.

ROI 100

ROI Innovation Effort Score Customer relationships 100

ECXO

SEPTEMBER 15, 2022

The European Customer Experience Organization is an open-access CX Professional Network aiming to educate European and the rest of the world’s Corporate on CX, EX related topics, including customer understanding, perception, and real innovation plus some evolving topics. Become a member: [link]. Stay tuned!

Customer Experience 67

Customer Experience Leadership Feedback Survey 67

Storyminers

JULY 6, 2020

He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. In addition to his customer experience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation. Adrian Swinscoe. Annette Franz. Barry Dalton. Bob Thompson.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

InMoment XI

MARCH 6, 2024

When designing products, services, or experiences for your users and customers, it’s important to use language that resonates with and is easily understood by the audience you are designing for. By listening to and learning from negative feedback, you can strengthen your relationships with customers and drive long-term success.

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

Storyminers

JULY 6, 2020

He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. In addition to his customer experience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation. Adrian Swinscoe. Annette Franz. Barry Dalton. Bob Thompson.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

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

CX Journey

OCTOBER 17, 2018

Unfortunately, that's where a lot of brands sit today: trying to keep up - if they're even focusing on the chocolates, er, customer experience. Innovation isn't even in their vocabulary. In a world where products and services are becoming more and more commoditized, customer experience is the only true differentiator.

Trends 111

Trends Guidelines Omni-Channel Government 111

PeopleMetrics

APRIL 4, 2017

This is an important concept for those of you in the business of customer experience – because the ability to embrace and learn from failure is particularly important. Customer experience leaders know how put those failures to work. Don’t fail failure: Embracing “The Other ‘F’ Word.”.

Culture 94

Culture Innovation Customer Experience Professionals Customers 94

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. This domain is where the rubber meets the road.

Customer Experience 80

Customer Experience Customer Experience Professionals ROI Metrics 80

ijgolding

AUGUST 1, 2016

Customer personas; buyer personas; call them what you will – businesses (notably marketing functions within them) have been creating and using this visual and descriptive method to ‘bring customers to life’ for many years. In fact Customer Experience is one of the only professions in the world where, right now, no textbook exists.

Customer Journeys 120

Customer Journeys Customer Experience Professionals Customers Tools 120

CX Journey

SEPTEMBER 27, 2016

Have they started to hack your products to do something they weren't designed to do to begin with, simply to better meet their needs, more efficiently get the job done, or do something completely different? This reminds me of that post I wrote back in July about customer experience fueling innovation.

Social Media 80

Social Media Innovation Government Customer Experience Professionals 80

Thematic

JUNE 28, 2023

I chose the following: Then, I asked for five examples of how LLMs will affect the work of customer experience professionals. LLMs for personalized experiences on tap: This has potential, but I’m not convinced the technology is there yet. In most cases, CX professionals don't interact directly with customers.

Customer Experience 62

Customer Experience Chatbots Social Media Training 62

Customer Guru

MARCH 7, 2018

Her passion for the field of customer experience is evident in her credentials and her work. Nienke is a certified Customer Experience Professional (CCXP). Her mission is to make the world a more beautiful place for employees and customers. What is your vision around CX at your company?

Consulting 61

Consulting Customer Experience Telecommunications Customer Experience Professionals 61

Customer Bliss

FEBRUARY 8, 2018

We recently learned that a good friend of ours and member of the Customer Experience Professionals Association , Diana Helfinstine , VP of Customer Experience at Essilor , the world’s largest manufacturer of eyeglasses has passed away. This can be fun and innovating, when you think about it.

Customer Journeys 100

Customer Journeys B2C Innovation Customers 100

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.

e-support 103

e-support Customer Centricity Customer Journeys Technology 103

CX Journey

JANUARY 27, 2015

We often hear customer experience professionals talk about the fact that there''s a great emphasis to - and a greater return if we - focus our efforts on the customer experience for B2C companies. What do customers want from companies like yours? Your customers will thank you. How do companies win?

B2C 80

B2C B2B Voice of Customer Innovation 80

TechSee

FEBRUARY 5, 2019

If 2018 was a year when customer experience professionals came under intense pressure to map out tangible results from heavy investment, 2019 is shaping up to be the year when next generation customer experience will deliver on the promise of a wide range of new technologies.

Trends 173

Trends Customer Experience Self Service ROI 173

CX Journey

OCTOBER 18, 2017

When you think of the phrase "inside out" relative to the customer experience, you probably cringe. This is not a phrase that customer experience professionals take lightly. The customer's needs and perspectives aren't considered in this type of thinking. It was published on t heir blog on April 24, 2017.

Customer Experience 114

Customer Experience Customer Journeys Policies Training 114

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. CXPA Insight Exchange. When: May 16 to 17, 2017. Where: Phoenix, AZ. Forrester CXNYC. When: June 20 to 21, 2017.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

Forrester

JUNE 4, 2015

At Forrester's Forum for Customer Experience Professionals , June 16 & 17, Blaine Hurst, Chief Transformation Officer at Panera, will be sharing lessons learned from this massive innovation initiative. Q: I don't meet Chief Transformation Officers too often. Read more Categories: Customer Experience.

Guest Experience 40

Guest Experience Customer Experience Professionals Innovation Technology 40

Horizon CX

AUGUST 10, 2020

Hence, within our role as customer experience professionals, we hold a conversation and the resulting communication in the highest order of the many skills we possess and exemplify. We’re so wrapped up in meetings and chats and social media that really don’t give any of us much of a chance to listen.

Communication 130

Communication Social Media Leadership Groups 130