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Transformational Leadership – the key to unlocking the competencies of Customer Experience Professionals

ijgolding

If you have followed my writing for a while, you will be very much aware that I am very proud and passionate Customer Experience Professional (CXP). One of a growing number of ‘specialists’ in the newly recognised professional field, this group of skilled, experienced practitioners is growing in number on a weekly basis.

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15 CX Experts Talk about the Future and Challenges of Customer Experience in 2018 [part 1] 

Lumoa

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. Three words: voice of customer.

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Customer Experience – Fact or Fiction?

ijgolding

They also demonstrate why it is so important for CX to be recognised as a PROFESSION – for the world to recognise that CX is not some fictional business fad, but a genuine, fact based professional occupation. It is because to become a CCXP you MUST possess the knowledge AND experience of utilising and applying a set of core competencies.

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The Other Golden Rule

CX Journey

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? They want you to know them. Companies are the other half.

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Customer Experience Challenges According to 15 CX Experts

Lumoa

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. Three words: voice of customer.

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Using Customer Effort Score to Improve Retention: Three Creative Examples from CX Leaders

Wootric CX Blog

This ensured that the customer was always guided to the most effortless channel for their issue. The NYT has a culture of innovation and was willing to try something new–especially because of the solid research behind the metric. Customer Effort Score ties to something that the NYT cares about. Building CES into your toolkit.

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How Well Do You Know the Six Customer Experience Performance Domains?

CX Journey

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.