InMoment XI

OCTOBER 29, 2015

How CX Will Make or Break Your Company’s Future Last week I had the privilege of attending CXSF 2015: Forrester’s annual forum for customer experience professionals in San Francisco. Topics included Digital CX. View Article

Customer Experience Professionals 200

Customer Experience Professionals Strategy Customer Experience Company 200

Beyond Philosophy

FEBRUARY 3, 2020

How you present information has a significant effect on how your customers perceive the message. However, what is fascinating is that when we present information, we can take advantage of things that shouldn’t matter when you think about them rationally, but that do matter quite a bit when it comes to customer-driven growth.

Marketing 131

Marketing Customer Experience Professionals Consulting Customer Experience 131

ijgolding

APRIL 3, 2017

Finally, a book has been written to help anyone aspiring to become a Certified Customer Experience Professional (CCXP)! I wish I could claim the credit for such an important milestone for the fledgling, global, professional qualification… but I cannot! You can purchase the book here – I hope you do.

Customer Experience Professionals 152

Customer Experience Professionals Healthcare Government Customer Centricity 152

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

Beyond Philosophy

FEBRUARY 6, 2020

How you present information often influences your audience to perceive it differently. In marketing, sometimes how you present the facts takes advantage of the information in a way that shouldn’t matter when you think about it rationally. Nonetheless, it does, and done right can yield positive customer-driven growth.

Marketing 162

Marketing Customer Experience Professionals Entertainment Examples 162

ijgolding

AUGUST 9, 2017

A perennial problem for any Customer Experience Professional around the world is to find an effective way to engage people with the significance of the subject. Whilst many profess to ‘get’ Customer Experience (CX), they tend to do so instinctively, intuitively and accidentally.

Engagement 226

Engagement Customer Experience Customer Experience Professionals Customer Centricity 226

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. There are two goals when presenting data: convey your story and establish credibility.

Data 119

Data Customer Experience Professionals Metrics Analytics 119

InMoment XI

MARCH 6, 2024

This customer experience quote also touches on the importance of local listings management. By claiming ownership of specific pages on online channels where your brand is present, you can more easily listen and respond to existing and potential customers.

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

Kerry Bodine

AUGUST 14, 2020

On Wednesday I presented a webinar with the Toronto Customer Experience Professionals Association. We got a ton of great questions about the content I presented. So many, in fact, that I didn’t have time to answer them all on the webinar itself.

Customer Journeys 207

Customer Journeys Management Touchpoint Telecommunications 207

CX Accelerator

NOVEMBER 11, 2022

From a character perspective, it requires empathy – the exercise is about walking in your customer’s shoes and trying to understand not just what they were doing at each touchpoint but thinking and feeling as well. One of the most important things a good journey map can do is connect the employees of an organization to the customer.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

ijgolding

DECEMBER 30, 2014

It is difficult to find a company at the end of a long twelve months that is not talking about Customer Experience. Most CEOs and other business leaders have integrated the words Customer Experience into most of their internal and external presentations. In a way, our roles are very similar.

Customer Experience 214

Customer Experience Customer Experience Professionals Training Customer Journeys 214

Beyond Philosophy

FEBRUARY 3, 2020

How you present information has a significant effect on how your customers perceive the message. However, what is fascinating is that when we present information, we can take advantage of things that shouldn’t matter when you think about them rationally, but that do matter quite a bit when it comes to customer-driven growth.

Marketing 78

Marketing Customer Experience Professionals Consulting Customer Experience 78

Storyminers

APRIL 23, 2018

I’m doing a presentation/workshop for the Retail Design Institute at Gensler’s new Expansion Space on April 24th from 6-8pm in Atlanta. Anyone with a professional interest in crafting better personal and professional stories is welcome. Light fare will be provided at no additional cost.

Retail 100

Retail Consulting Customer Experience Professionals Meeting 100

TechSee

JUNE 16, 2022

Shep Hyken, Chief Amazement Officer at Shepard Presentations. Shep Hyken is a customer service and CX expert, an award-winning keynote speaker , and New York Times and Wall Street Journal bestselling author. Jeanne Bliss, Founder and CEO at Customer Bliss. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Beyond Philosophy

JANUARY 23, 2020

Forrester predicted that one in four Customer Experience Professionals will lose their job in 2020. Why are so many Customer Experience professionals facing the ax this year? Moreover, you need to have support from leadership and buy-in from the customer-facing team.

Return on Investment 178

Return on Investment Customer Experience Professionals Leadership Consulting 178

ShepHyken

FEBRUARY 8, 2022

Surveys can benefit future customers but they do not help present customers who are experiencing the inconvenience. Per Forrester, more than 60% of customer experience professionals say their businesses lack closed-loop processes for CX feedback.

Healthcare 86

Healthcare Feedback Customer Experience Professionals Survey 86

ijgolding

FEBRUARY 12, 2018

While their minds were already heading for that future destination, their bodies were still stuck in the harsh reality of their present – under the pressure of their actual environment, with limited escape tools, resources or skills to get them off the strategy island – blinded by the sunshine of how bright their imaginary reality could be.

Strategy 132

Strategy Customer Experience Advertising Competitive Advantage 132

Beyond Philosophy

MARCH 19, 2020

We realized that we needed to make a more reliable connection between how having a customer-centric culture that puts the customers’ needs first leads to customer-driven growth. Moreover, we need to train Customer Experience professionals to measure how their efforts lead to it.

Trends 192

Trends Net Promoter Score Effort Score ROI 192

CX Centric

OCTOBER 4, 2021

The online event was predominantly attended by Belgian-based Customer Experience professionals from most insurance companies. Further, into his presentation, Jonathan explains what really entails customer-centric alignment.

Leadership 52

Leadership Customer Experience Customer Centricity Roadmap 52

Alida

JUNE 16, 2016

A thought leader in CX even before this practice became mainstream , Bliss is an author and a rexpected expert on customer-centric leadership. As we recently announced, Bliss is one of the keynote speakers at the upcoming 2016 Customer Intelligence Summit in Chicago. Her blog is widely recognized as one of the top blogs on CX.

Chief Customer Officer 100

Chief Customer Officer Customer Centricity Customer Experience Professionals Leadership 100

Lumoa

MARCH 21, 2023

I wanted to present information with a focus on what is best for the customer, the organisation and its people.” ” “Ideal for VP’s and executive leaders, customer experience professionals, CMO, CCO, CXO, senior leaders in customer roles, sales and marketing and customer service.

Customer Experience 236

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 236

CX Journey

AUGUST 24, 2017

As I read or listen, I'm hopeful that the author or presenter will share some great success stories and get the audience excited about what can be done when you map customer journeys and use those maps as the catalyst for change that they are. But as a customer experience professional, mapping at that level is, well, useless.

Customer Journeys 116

Customer Journeys Customer Experience Professionals Sales Customer Experience 116

Blake Morgan

AUGUST 4, 2023

When looking for a keynote speaker for a conference, retreat, or presentation, most companies go through a speakers bureau. Instead of finding someone on their own, speakers bureaus connect companies and individuals with a huge variety of professional speakers, from authors to athletes and thought leaders.

Customer Experience 52

Customer Experience Competitive Advantage Customer Centricity Case Study 52

CX Accelerator

JUNE 27, 2019

Originally posted on the Rustici Software Blog Last month, I presented to the Nashville Network of Customer Experience Professionals Association (CXPA) and shared how we’ve built a remarkable place to work at Rustici Software and how that leads to providing exceptional service to our customers.

Software 243

Software Culture Customers Customer Experience Professionals 243

ijgolding

JULY 14, 2017

You are a lifelong customer of Locality Bank. Your parents took you in to the bank open your first account when you were a child, and you remember how you felt when a moneybox was presented to you as a thank you. Like me, Beth is a Customer Experience Specialist and proud to be a Certified Customer Experience Professional (CCXP).

Customer Experience Design 274

Customer Experience Design Customer Journeys Customer Experience Banking 274

ijgolding

NOVEMBER 16, 2015

Whilst the meaning behind the phrases is perfectly well intended, all too often the words and their meaning are dismissed by those looking for any excuse to resist a focus on ‘the customer’. Last week I, along with thousands of other Customer Experience Professionals, proudly celebrated the third global CX Day.

Engagement 120

Engagement Customer Experience Professionals Customer Centricity Social Media 120

Lumoa

JANUARY 9, 2018

For larger organizations, the top customer experience challenge will be figuring out how to strategically invest for the present while staying nimble for the future. This will push more aggressive change driven by Customer Experience professionals. Let’s think in customer touchpoints instead.

Customer Experience 354

Customer Experience Competitive Advantage Omni-Channel Culture 354

CloudCherry

MARCH 14, 2019

In this article, we recap the discussion and highlight the key takeaways which can help you turn your customer insights into actions that drive business value. Presenters: Dawn Paulos – Dawn is the VP of Marketing at CloudCherry. 6 key trends of customer insights. Deep empathy, not stacks of metrics.

Customer Insights 150

Customer Insights Analytics Airlines Feedback 150

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. How should CX professionals prepare for LLM-powered changes?

Customer Experience 62

Customer Experience Chatbots Social Media Training 62

ijgolding

JANUARY 22, 2018

Encourage your employees (and yourself) to network with fellow customer experience professionals and establish a friendly communicative relationship. Present your employees with the ability to constantly learn and grow by sending them to a customer service convention or training session like Customer Contact Week.

Customer Experience 191

Customer Experience Social Media Abandon Rate Conference 191

Lumoa

APRIL 21, 2022

But if you run a Customer Support function and you are trying to figure out how to transform it, the reality is very far from those nice words. But so long as you connect the Customer Story to the Money Story, people will listen. Believe me, I’ve been there. It needs determination, resilience, and a belief in what we are doing.

How To 208

How To Self Service Banking Customer Satisfaction 208

Customer Guru

AUGUST 8, 2018

He has extensive experience in retail, wholesale, franchising, and small business and has a strong belief in positive customer experience. She has over 16 years of experience in areas of market research, program management, marketing, instructional design, and training. Aimee Lucas Follow @Aimee_Lucas.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

ECXO

SEPTEMBER 15, 2022

Here it is our upcoming events and activities for you to subscribe on ZOOM: The European Customer Experience Organization (ECXO) – ECXO.org presents Dr. Liraz Margalit – Digital Psychology, Brain & Behavioral Economics PhD, speaking about Leveraging Behavioural Digital Design to Transform Corporate Customer Experience.

Customer Experience 69

Customer Experience Leadership Feedback Innovation 69

Customer Guru

AUGUST 21, 2018

Michelli is an internationally sought-after speaker, New York Times bestselling author of business books “The Starbucks Experience”, “The New Gold Standard”, “Prescription for Excellence”, and “Driven to Delight”, and an organizational consultant. She is also a board member of the Customer Experience Professionals Association.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

ECXO

JUNE 6, 2022

From CX to Distinctive Experiences with Joe Pine. The European Customer Experience Organization is delighted to announce Joe Pine, discussing From CX to Distinctive Experiences in a presentation and Q&A session with all ECXO CX professional community. He’s also the ECXO.org co-founder.

Consulting 52

Consulting Customer Experience Professionals Innovation Culture 52

Customer Bliss

JUNE 20, 2017

Jackie outlines her road map and actions for re-imagining and reinventing the x-ray or imaging experience that has driven profits, customer admiration and employee joy in their work. Jackie is a senior global marketer and customer experience professional with 15+ years experience in the luxury travel and hospitality industry.

Innovation 200

Innovation Healthcare Customer Experience Net Promoter Score 200