Experience Matters

SEPTEMBER 24, 2018

” As a part of our commitment to this critical theme, we developed a highly interactive workshop “Humanizing CX,” which I’ve led for 10 Customer Experience Professionals Association local networking events in cities across the U.S. and Canada.

Customer Experience Professionals 237

Customer Experience Professionals Groups Interaction Customer Experience 237

Kerry Bodine

JUNE 11, 2017

Customer experience professionals must design improved interactions for their customers and, as part of this work, change the processes, policies, and culture of the organizations that drive those interactions. Customer experience professionals are partly to blame. So far, so good.

Customer Experience 240

Customer Experience Net Promoter Score Customer Experience Professionals Advertising 240

CloudCherry

SEPTEMBER 11, 2019

Author of Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business), Annette Franz was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized as a top thought leader in Customer Experience.

Customer Experience Professionals 199

Customer Experience Professionals Employee Experience Leadership Course 199

Storyminers

AUGUST 26, 2020

While there are several definitions available, in this report CX is described as the collection of a customer’s interactions with a company, its products, and services over the course of the customer-company relationship.[1]. This can include awareness, discovery, attraction, interaction, purchase, use, cultivation and advocacy.

Report 173

Report Competitive Advantage Analysis Customer Experience Professionals 173

Experience Investigators by 360Connext

FEBRUARY 4, 2019

When asked, ‘how does a prospect or customer interact with your brand?’ in-store interactions. customer service calls. Try listing all the touchpoints where your brand interacts with your customer. Customer Service Calls. Customer Service Chats. Employee interactions.

Touchpoint 187

Touchpoint How To Customer Experience Professionals Advertising 187

Experience Investigators by 360Connext

FEBRUARY 4, 2019

When asked, ‘how does a prospect or customer interact with your brand?’ in-store interactions. customer service calls. Try listing all the touchpoints where your brand interacts with your customer. Customer Service Calls. Customer Service Chats. Employee interactions.

Touchpoint 173

Touchpoint How To Customer Experience Professionals Advertising 173

Forrester

OCTOBER 7, 2015

That early discussion focused on the fact that in B2B scenarios there isn't one "customer," but multiple stakeholders within a client account whose work depends on interactions with the vendor. I know what you're saying: "Don't all client stakeholders matter?"

B2B 40

B2B Customer Experience Professionals Customer Experience B2C 40

InMoment XI

JANUARY 25, 2024

For customer experience professionals, InMoment recommends reading the Gartner Magic Quadrant within specific industry trends and considerations. Do We Think the Gartner Magic Quadrant is Reliable?

Strategy 260

Strategy Roadmap Innovation Technology 260

MyCustomer

APRIL 27, 2023

MyCustomer is in constant dialogue with senior customer experience professionals - whether that be for articles, research reports, roundtable discussions, networking events or podcasts. In this hub, we’re pooling together some of the best content based on those discussions.

Customer Experience 52

Customer Experience Customer Experience Professionals Report Customers 52

ijgolding

DECEMBER 30, 2014

Customer Experience training is pretty commonplace now – even to the point where the profession has its very own professional qualification – CCXP (Certified Customer Experience Professional – who would have thought twelve months ago that Customer Experience would be a professional competency?!

Customer Experience 214

Customer Experience Customer Experience Professionals Training Customer Journeys 214

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. Her mission is “To Create Fewer Ruined Days for Customers.”

Chief Customer Officer 285

Chief Customer Officer Customer Experience Professionals Consulting Employee Experience 285

ijgolding

APRIL 4, 2017

Just this week, a fellow human being – who also happens to be a passionate Customer Experience Professional, has inspired me to write this post. Jacques Strydom believes, that when we are talking about the subject of Customer Experience, we must always start by remembering that we are Human first.

Technology 336

Technology Innovation Leadership Customer Experience Professionals 336

Experience Investigators by 360Connext

OCTOBER 27, 2020

Offer specific measurement for parts of the customer journey, like tracking Customer Satisfaction Rates for a high-stakes touchpoint like product delivery or a customer service interaction. When designed to be an active part of the Voice of the Customer program, these are more than just a passive “nice to know.”

Customer Journeys 359

Customer Journeys Social Media Feedback Touchpoint 359

ijgolding

APRIL 5, 2016

There is no better way to bring to life what I am describing than the experience I had the pleasure of enjoying last week. Thursday 31st March 2016 was the day that saw the first ever European Members Insight Exchange of the Customer Experience Professionals Association (CXPA). It is really quite remarkable.

Customer Experience 120

Customer Experience Customer Experience Professionals Hotels Customers 120

CloudCherry

MARCH 19, 2018

80% of companies say they deliver “superior” customer service while only 8% of people think these same companies deliver “superior” customer service. Getting started with a Customer Experience strategy is generally never a problem for brands. Not a lot of companies are doing that.

Customer Experience 247

Customer Experience Customer Journeys Lifetime Customer Financial 247

BlueOcean

OCTOBER 7, 2021

At Blue Ocean, we’ve noticed that this new level of uncertainty in the travel industry has led to a shift in what customers value: Where once the name of the game was efficiency and speed, today’s customer experience hinges on empathy and reassurance. Many Customers Just Want to Talk.

Travel 218

Travel Industry Customer Experience Call Flow 218

ijgolding

FEBRUARY 3, 2016

This article was originally written for my exclusive column on mycustomer.com – a hugely valuable and rich resource of information, expertise and inspiration for CX Professionals. I want to start my inaugural exclusive column for MyCustomer by stating how very proud I am to call myself a customer experience professional!

Customer Experience 120

Customer Experience Customer Experience Professionals Travel Study 120

CX Accelerator

NOVEMBER 11, 2022

Resource: Customer Understanding: Three Ways to Put the “Customer” in Customer Experience by Annette Franz. DESIGN THINKING Good service design is based on a deep understanding of customers in order to improve the quality of a service and the interactions between the service provider and their customers.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

Lumoa

MARCH 21, 2023

My book, the Power of Customer Experience is intended to prove the value and commercial impact of great customer experience and is packed full of case studies of brands who do this well. Anyone in business and particularly anyone who has any interaction with or impact upon customers either directly or indirectly.

Customer Experience 236

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 236

Kerry Bodine

JANUARY 4, 2017

I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals. Professional Associations. IXDA Interaction 17.

CEM 120

CEM Conference Chief Customer Officer Customer Experience Professionals 120

Kerry Bodine

AUGUST 14, 2020

On Wednesday I presented a webinar with the Toronto Customer Experience Professionals Association. What would you say is the difference in the user experience (UX) approach vs. the customer experience (CX) approach? Start with surveying customers to get their feedback about key journeys.

Customer Journeys 207

Customer Journeys Management Touchpoint Telecommunications 207

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

Michelli Experience

JUNE 26, 2018

“ If those signs from the universe weren’t enough to spark this blog, I subsequently watched a customer experience professional at another business masterfully use humor to de-escalate a customer complaint. How and when should we use humor to engage customers? Tips for the Journey.

Customer Experience 184

Customer Experience Consulting Guidelines Tips 184

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. Happy CX Day 2019!

Case Study 137

Case Study Customer Centricity Culture B2B 137

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. Your system would have to identify each customer to enable personalization.

Customer Experience 62

Customer Experience Chatbots Social Media Training 62

COPC

OCTOBER 16, 2023

During the Execs in the Know Customer Response Summit in Nashville, we reviewed the generational differences in the current frontline workforce, supported by current research conducted by COPC Inc. Senior CX leaders provided valuable input and experiences in this interactive session.

Leadership 94

Leadership Transportation Culture Contact Center 94

Kerry Bodine

JUNE 20, 2015

I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals. Customer Experience Summit. Customer Response Summit.

Conference 120

Conference CEM Customer Experience Professionals Contact Center 120

ijgolding

JULY 14, 2017

The difference between a user story like the one above, and meeting a customer’s overall goal. It is important to understand the difference between the two, because how you frame the interaction determines how your customer will experience it. You are a lifelong customer of Locality Bank.

Customer Experience Design 274

Customer Experience Design Customer Journeys Customer Experience Banking 274

Kustomer

NOVEMBER 9, 2023

At Kustomer, we believe that understanding, embracing, and harnessing the power of AI in CX is not just a necessity—it’s the key to revolutionizing the way we connect with customers. In recent years, the CX industry has witnessed seismic shifts in how businesses interact with customers.

Innovation 52

Innovation Customer Experience Professionals e-support Industry 52

CloudCherry

MARCH 19, 2018

80% of companies say they deliver “superior” customer service while only 8% of people think these same companies deliver “superior” customer service. Getting started with a Customer Experience strategy is generally never a problem for brands. Not a lot of companies are doing that.

Customer Experience 150

Customer Experience Customer Journeys Lifetime Customer Financial 150

ijgolding

MARCH 31, 2017

So when my friend and fellow CCXP (Certified Customer Experience Professional), Mike Bartlett sent me his own story comparing Delta and Virgin, I felt that others needed to read it too! Just recently, I was placed in the rather unique position of having to interact with both Delta and Virgin to resolve the same issue.

Comparison 120

Comparison Customer Experience Airlines Travel 120

Experience Investigators by 360Connext

OCTOBER 6, 2014

Creating a customer-centric organization from the inside out requires serious word-of-mouth messaging. Help your people who don’t interact with customers understand what that is like. Leaders of any organization should be interacting with their customer experience on some level every day.

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

ijgolding

NOVEMBER 24, 2015

Whilst many of the people who have had to endure my ramblings are aligned to my passion for the subject of Customer Experience, there will always be some who have a different perspective. It is not a right to have customers. If no-one cared about Customer Experience, the world would be a very difficult place to get things done.

Customer Experience 120

Customer Experience Customer Experience Professionals Airlines Consumers 120

Kayako

APRIL 15, 2019

We had the pleasure of hosting customer service and experience expert, Shep Hyken earlier this month for a half hour Q&A session on why customer experience matters so much and what businesses must do to create the best experiences for their customers. ” – Shep Hyken.

Customer Experience 169

Customer Experience Self Service Hospitality Customer Journeys 169

Experience Investigators by 360Connext

JULY 12, 2022

Offer specific measurement for parts of the customer journey, like tracking Customer Satisfaction Rates for a high-stakes touchpoint like product delivery or a customer service interaction. When designed to be an active part of the Voice of the Customer program, these are more than just a passive “nice to know.”

Customer Journeys 143

Customer Journeys Feedback Social Media Exercises 143

Experience Investigators by 360Connext

SEPTEMBER 27, 2017

That means trusting what one customer is telling you or using an anecdote to tell a story. Bots of all kind are interacting with customers every day now. Artificial intelligence will help you and your customers with better decision making, proactive help, and more. The Bots Are Here. AI Is Changing It All.

Trends 244

Trends Net Promoter Score Effort Score Banking 244

Experience Matters

DECEMBER 15, 2015

Every interaction has three components: Success, Effort, and Emotion. As this happens, we recommend that more companies adopt what we call Customer Journey Thinking ©. Mobile continues to become a more dominant interaction channel… and through increasingly varied types of devices. Effort Metric Expanding.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120