Oracle

JANUARY 17, 2020

See below for a snapshot of what was uncovered and what 2020 and beyond may bring – or at least how prepared CX professionals feel about the future. For more insights, download the full Global Customer Experience Insights Report. 77% of marketers surveyed use data to predict customer behavior.

Customer Experience Professionals 54

Customer Experience Professionals Customer Experience Customer Centricity Survey 54

InMoment XI

JANUARY 25, 2024

When it comes to creating your customer experience strategy, and deciding which partner to execute that strategy with, it is always important to look at third-party research. That is where InMoment believes that evaluative Analyst reports like the Gartner® Magic Quadrant can come in. What is the Gartner Magic Quadrant?

Strategy 260

Strategy Roadmap Innovation Technology 260

ijgolding

OCTOBER 21, 2014

The quote is in fact the very first line of the executive summary of this years Nunwood UK Customer Experience Excellence Report – a report that should be essential reading for any customer experience professional in the UK.

Report 229

Report Customer Experience Customer Centricity Fashion 229

West Monroe

MARCH 21, 2019

I’ll walk you through the easy ways you can use Google Analytics – specifically the Audience Reports – to support the creation of your customer personas. Within Google Analytics, there is a specific reporting category titled “Audience.”. The Audience section includes some powerful reports, including: Demographics.

Analytics 76

Analytics Report Sports Customer Experience Professionals 76

Think Customers

MARCH 21, 2023

The power of connectivity was on brilliant display this month in Salt Lake City, where approximately 10,000 customer experience professionals gathered to soak up inspiration and new ideas to deploy upon returning home. Then, check in after 90 days to ask if the new employer kept their word about job-related promises.

Report 52

Report Airlines Healthcare Transportation 52

Thematic

NOVEMBER 28, 2019

This report describes the survey itself, its respondents and provides a deep-dive into the answers. Over the course of Fall 2019, we surveyed 150 CX professionals. To what extent do you tie open-ended customer feedback to your CX metrics? Do your stakeholders ever dismiss customer feedback insights or reports as anecdotal?

Report 100

Report Survey ROI Net Promoter Score 100

Calabrio

JULY 29, 2020

Our recent Evolving World of Work report showed how customer expectations are only rising. He has now made his award-winning customer experience certification program available online — and you can apply now for a sponsorship! Are you prepared to tackle the challenges of our new working world?

Customer Experience Professionals 208

Customer Experience Professionals Customer Journeys Training Customer Expectations 208

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

CSM Magazine

MAY 18, 2017

Over 88% of organisations expect digital customer interactions to overtake voice by 2020 or sooner and 92% say customer experience can be linked to revenue, but just 29% are confident they can deliver a seamless customer experience across multiple channels, according to a new report, State of Customer Experience 2017 from West.

Report 40

Report Self Service Customer Experience Contact Center 40

Thematic

NOVEMBER 28, 2019

This report describes the survey itself, its respondents and provides a deep-dive into the answers. Over the course of Fall 2019, we surveyed 150 CX professionals. To what extent do you tie open-ended customer feedback to your CX metrics? Do your stakeholders ever dismiss customer feedback insights or reports as anecdotal?

Report 62

Report Survey ROI Net Promoter Score 62

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

Lumoa

JANUARY 19, 2023

Customer Experience Manager / Director This leadership role is responsible for overseeing the CX team, setting up the key processes and goals, establishing relationships with the rest of the organization, reporting to executives and board. They also need to be able to make sense of them, build reports, and recommend actions.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

Horizon CX

DECEMBER 1, 2023

.” They prioritize effective communication, a focus on service, and a genuine understanding of customer needs to achieve success in the competitive landscape, drawing parallels between these practices and the challenges faced by CX leaders. These reports often include statistics, trends, and success stories.

Customer Centricity 130

Customer Centricity Customer Journeys Automotive Fashion 130

CX Journey

DECEMBER 13, 2017

In this webinar, I share the five steps you must take in order to drive action with the vast quantities of data available today - for the developers and the analysts who build dashboards and reports that customer experience professionals use to understand the customer and her experience in order to design and deliver a better experience.

Data 112

Data Customer Experience Professionals ROI Analytics 112

CX Accelerator

MARCH 14, 2019

a global community of Customer Experience professionals, where do we tend to excel, and where do we have critical gaps? Consider now that Forrester's CX Predictions for 2019 report states that up to 89% of CX practitioners do not believe the ROI of CX is well established in their companies.

Customer Experience 369

Customer Experience Customer Journeys ROI Guidelines 369

Experience Investigators by 360Connext

JANUARY 28, 2020

Anxiety is ramping up for senior leaders focused on customer experience, and it’s not difficult to understand why. According to Forrester’s 2020 Predictions , 1 in 4 customer experience professionals will lose their job this year. Image credit: Forrester.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

CX Journey

MARCH 13, 2018

And, finally, they fail to get the organization aligned around the work to be done and the experience to be delivered. Earlier this summer, Capgemini released a report that had similar findings, which means we have only made some progress in the last 12 years. Focus on the customer, and the numbers, the revenue, will follow.

Customer Centricity 173

Customer Centricity Customer Journeys Customer Experience Professionals Metrics 173

CX Accelerator

NOVEMBER 11, 2022

Once you’ve got more than one initiative in train, a program manager will be required to oversee the body of work as a whole and provide reporting on the progress of the program to the business. As a passion project, Nate created , CX Accelerator , a first-class virtual community for Customer Experience professionals.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

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.

Data 119

Data Customer Experience Professionals Metrics Analytics 119

Experience Investigators by 360Connext

OCTOBER 2, 2014

This Best of 360Connext post was part of the Customer Experience Professionals Association’s 2013 Customer Experience Day celebration. What’s the value of customer experience? Investing in not just acquiring customers, but keeping them long-term, can pay off in huge dividends.

Customer Experience 297

Customer Experience Social Media Customer Experience Professionals Consulting 297

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

Blake Morgan

OCTOBER 3, 2023

                        As customer experience professionals, our goal is to listen to what customers want and make changes to improve our service and their experience. He says this is necessary to avoid missing crucial information that gets lost in layers of reporting.

Leadership 52

Leadership Metrics Call Center Customer Experience Professionals 52

ijgolding

OCTOBER 24, 2014

Whilst the plight of Tesco was very visibly reported in the UK, the performance of an even bigger retail juggernaut was less so. On the day that the BBC reported Tesco shares ‘plunging’ by more than 8%, Amazon shares ‘plunged’ by 10%. Amazon is about long term relationships – with customers, employees and shareholders.

Retail 290

Retail Financial Report Customer Retention 290

delighted

AUGUST 4, 2023

In this post, we’ll cover 5 tips for digesting negative feedback to reduce the likelihood of feedback burnout as a customer experience professional. Foster a culture of gratitude It’s one thing for your company to say, “We value customer feedback,” but it’s another thing for the company to act out that value.

Feedback 78

Feedback Tips Management NPS 78

ijgolding

DECEMBER 4, 2019

Far too many miss the significance of the PEOPLE experience when solving the issue. Veronika Luxemburg is Certified by CXPA, as Customer Experience Professional (CCXP), Coach certified by ICF, and she also holds a Lean6Sigma certification. Its people that meet, not products. Man is the measure of everything.”.

Measurement 231

Measurement Meeting Customer Experience Professionals Training 231

CX Journey

MARCH 1, 2017

Customer experience professionals fight hard for the customer and are often challenged when it comes to making the case for improving the customer experience and transforming the company culture to be customer-centric versus other, more easily quantifiable company initiatives.

Customer Centricity 80

Customer Centricity Culture Customer Experience Professionals ROI 80

Horizon CX

JUNE 2, 2020

In a 2019 (pre-pandemic) industry report by Forrester Research , they predicted that during 2020 leaders’ attention would move toward adaptability—the ability to understand and anticipate market dynamics. How profound was that considering where we are at this very moment in 2020.

Leadership 130

Leadership Culture Strategy Customer Experience Professionals 130

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. of people aged 35-54 and 22.3%

Travel 218

Travel Industry Customer Experience Call Flow 218

Quadient

SEPTEMBER 16, 2022

This one: Customer Journey Mapping: A brand's GPS to loyalty and advocacy was written back in 2016 by Laurent Ghio, Quadient’s first Certified Customer Experience Professional. Quadient is excited about our leadership status, so we made the full report available to you free of charge. Scott Draeger.

Customer Journeys 52

Customer Journeys Social Media Roadmap Software 52

ClearAction

SEPTEMBER 25, 2022

CCXP exam (Customer Experience Professional Certification) competencies are a guide to highly profitable customer experience management. In my course, you also learn the importance of both Expectations VoC and Realities VoC , and how to link corporate strategy with customer experience excellence.

Customer Journeys 62

Customer Journeys Study Customer Experience Professionals Financial 62

ijgolding

FEBRUARY 20, 2017

However (there is always one of those), Customer Experience Professionals all around the world, still seem to be fighting a justification battle – fending off attack from those who do not believe in the value of CX as a strategic priority, or from those who do not believe that any ongoing investment is required to sustain a focus on it.

Customer Experience 208

Customer Experience Poor Customer Service Financial Return on Investment 208

Ascribe

SEPTEMBER 7, 2021

Also released, Segment Coder allows users to tag, code, and report responses by segment. Now, codes can be associated with a specific piece of the response and reported by segment, improve coding accuracy and reporting. says Rick Kieser, Ascribe CEO.

Analysis 40

Analysis Customer Experience Professionals Report Analytics 40

Ascribe

SEPTEMBER 7, 2021

Also released, Segment Coder allows users to tag, code, and report responses by segment. Now, codes can be associated with a specific piece of the response and reported by segment, improve coding accuracy and reporting. says Rick Kieser, Ascribe CEO.

Analysis 40

Analysis Customer Experience Professionals Report Analytics 40

Confirmit

NOVEMBER 28, 2017

This report, based on a survey of over 250 Customer Experience professionals, identifies what the most successful companies are doing, what we can learn from them, and what you need to do to deliver similar results. It also reveals how Customer Experience professionals feel about their own programs.

Customer Experience Professionals 45

Customer Experience Professionals Report Survey Tips 45

Customer Experience Insight

DECEMBER 3, 2020

Customer experience professionals might be the most valuable players in their company’s success in 2021. You hold the key to customer retention. Nearly 60% of the businesses that had to close temporarily due to COVID-19 won’t open again, according to the Yelp Local Economic Impact Report.

Customer Experience Professionals 52

Customer Experience Professionals Social Media Customer Retention Tips 52

Kerry Bodine

FEBRUARY 6, 2017

Here are three lessons that marketers and customer experience professionals (and the advertising agencies they turn to for advice) still need to learn: Stress test your friggin website! Recode reports that Facebook activity throughout the game was down 25% from last year—and Twitter saw a 33% drop in posts.

Social Media 120

Social Media Advertising Customer Experience Professionals Brands 120

Customer Bliss

MAY 16, 2017

She is a Certified Customer Experience Professional (CCXP) as well as certified Six Sigma Green Belt. She is an IAF Certified TM Professional Facilitator. CCO Reporting Structure. ” What Is Customer Experience? Anderson holds a B.S. from the University of Tennessee at Chattanooga and M.Ed.

Chief Customer Officer 0

Chief Customer Officer Financial ROI Insurance 0