CX University

OCTOBER 12, 2021

PHILADELPHIA, PA – October 12, 2021 – The Customer Experience Professionals Association (CXPA) updated their professional certification exam (CCXP) on October 5, 2021 and CX University’s (CXU) online courses are congruent with the new exam content domains.

ROI 98

ROI Course Analysis Customer Experience Professionals 98

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. Next, understand the baseline.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

CX Journey

AUGUST 16, 2017

Image courtesy of Got Credit ROI is still our favorite "three-letter word." It's been a year or more since I've written about the ROI of customer experience. Always good to revisit this topic because it is such a hot one for customer experience professionals. Nothing wrong with that!

Customer Experience 142

Customer Experience ROI Comparison Airlines 142

Beyond Philosophy

MARCH 19, 2020

One of the critical pieces of insight that came out of the study was the thing that people want most of all in 2020 is growth, whether that means in revenue, market share or return on investment (ROI). ROI is one of the areas the organizations are struggling with regarding their investment in Customer Experience.

Trends 192

Trends Net Promoter Score Effort Score ROI 192

CX University

NOVEMBER 21, 2023

CX University CX University launched their first online courses in 2016, the CX Foundations Series, offering six online courses covering the core concepts of the Customer Experience discipline.

Course 52

Course Roadmap Conference ROI 52

Brad Cleveland Blog

MARCH 24, 2023

We discussed a range of topics on the minds of customer experience professionals, including ROI, customer behavior and drivers of new technologies. Here’s an excerpt with a link to read the full … Continue reading → The post Are We There for Our Customers When They Need Us?

ROI 47

ROI Customer Experience Professionals Customers Technology 47

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

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

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

Beyond Philosophy

JANUARY 25, 2019

Or perhaps it might be more accurate to say, it is suffering from a lack of proof about the results Customer Experience strategy is getting. It is time for all Customer Experience professionals to champion the ROI of their Customer Experience. An opportunity exists and in a significant way.

Customer Experience 96

Customer Experience ROI Consulting Customer Experience Professionals 96

Beyond Philosophy

JANUARY 25, 2019

Or perhaps it might be more accurate to say, it is suffering from a lack of proof about the results Customer Experience strategy is getting. It is time for all Customer Experience professionals to champion the ROI of their Customer Experience. An opportunity exists and in a significant way.

Customer Experience 92

Customer Experience ROI Consulting Customer Experience Professionals 92

Alida

AUGUST 30, 2017

Working with stakeholders outside of research is crucial to getting more ROI from Sparq and increasing your profile in the organization. One must-see keynote comes from Rick Parrish, a principal Forrester analyst serving customer experience professionals. De-mystify ROI measurement.

ROI 100

ROI Innovation Effort Score Customer relationships 100

CX Journey

JULY 5, 2016

As you know by now, I'm no stranger to advocating for - and writing about - ROI and building the business case for you employee and customer experience improvements. The implications of investing in both the employee experience and the customer experience are measurable against the bottom line.

Customer Experience 117

Customer Experience ROI Return on Investment Customer Experience Professionals 117

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

Brad Cleveland Blog

MARCH 24, 2023

We discussed a range of topics on the minds of customer experience professionals, including ROI, customer behavior and drivers of new technologies. Here’s an excerpt with a link to read the full … Continue reading → The post Are We There for Our Customers When They Need Us?

ROI 26

ROI Customer Experience Professionals Customers Technology 26

Blake Morgan

AUGUST 4, 2023

Research from Salesforce and Harvard found that customer experience is a top-five business priority, but only 17% of companies consider themselves CX leaders. Why is customer experience such a hot topic for modern business leaders? Because of its ROI and value. faster than companies that don’t.

Customer Experience 52

Customer Experience Competitive Advantage Customer Centricity Case Study 52

ClearAction

SEPTEMBER 25, 2022

CCXP exam (Customer Experience Professional Certification) competencies are a guide to highly profitable customer experience management. Other joyful discoveries include accountability methods and practical ways to shape customer-centricity company-wide. For example, board members must be CCXPs.

Customer Journeys 62

Customer Journeys Study Customer Experience Professionals Financial 62

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

Thematic

NOVEMBER 28, 2019

Over the course of Fall 2019, we surveyed 150 CX professionals. The survey itself was conducted by Thematic, in collaboration with the Customer Experience Professionals Association (CXPA), and publicized through our social media, CXPA and our friends & influencers in CX space, such as Annette Franz and Maurice FitzGerald.

Report 100

Report Survey ROI Net Promoter Score 100

CX Journey

MARCH 21, 2018

Image courtesy of Pixabay What's in your customer experience strategy budget? Traditionally, customer experience professionals have no budget. Despite that, customer experience professionals still need to develop a budget for the work that they do and for the resources they need for that work.

Customer Journeys 272

Customer Journeys Travel Consulting Customer Experience Professionals 272

Storyminers

MAY 8, 2017

They all use the six customer experience pillars.

Customer Journeys 190

Customer Journeys Innovation ROI Customer Experience Professionals 190

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. Metrics, Measurement, and ROI You can't manage what you don't measure.

Customer Experience 80

Customer Experience Customer Experience Professionals ROI Metrics 80

Forrester

OCTOBER 15, 2014

Last week I posted part 1 of Forrester''s customer experience Q&A with Olivier Mourrieas of E.On, one of the world's largest investor-owned electric utility service providers. There are hard and soft benefits which we are continuously demonstrating: Hard Benefits: Read more Categories: Customer Experience Forum EMEA.

Customer Experience 88

Customer Experience ROI Customer Experience Professionals Financial 88

Think Customers

JULY 16, 2015

Consider customer experience initiatives. Delivering outstanding customer service is one of the few ways businesses can win loyal customers and increase their bottom line, according to customer experience professionals.

ROI 40

ROI Return on Investment Customer Experience Professionals Measurement 40

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. Eventually the customer experience side got it down to an online document library and less than a few days. ROI In FIS’ Business.

Chief Customer Officer 0

Chief Customer Officer Financial ROI Insurance 0

Lumoa

APRIL 21, 2022

Assume that your Customer Insight technology tells you that: 8% of your calls can be categorised as “lack of transparency”, where customers contact you to find the status of a process or get an update on something (e.g., But so long as you connect the Customer Story to the Money Story, people will listen. You’re not alone.

How To 208

How To Self Service Banking Customer Satisfaction 208

ijgolding

JANUARY 15, 2016

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.

Customer Experience 120

Customer Experience Customer Experience Professionals Customer Centricity Government 120

CX Journey

JANUARY 2, 2019

This is an ongoing conversation: What does customer experience transformation success look like? How do we show ROI? First, it's important to recognize that there are three different audiences of this transformation: employees, customers, and the business. How do we show ROI? I outlined how each contributes.

Employee Engagement 94

Employee Engagement ROI Metrics Omni-Channel 94

CX Journey

JULY 21, 2017

Unfortunately, as most customer experience professionals know, it requires some heavy lifting. Among the ones Matthew mentions, I've picked some of the most popular ones that I've heard from other customer experience professionals and have listed them below. Shift happens, right? Yea, not so fast!

Culture 107

Culture Customer Experience Professionals ROI Communication 107

Beyond Philosophy

FEBRUARY 10, 2020

Treating your customers well and giving them what they want is at the heart of every sales manager’s action and marketing department’s message. . However, business is also all about return on investment (ROI). When a company invests $1, they want to make at least $2 back for their trouble.

Meeting 172

Meeting Hospitality Return on Investment Telecommunications 172

Oracle

MARCH 1, 2021

Kerri Konik’s pioneering work through her firm—developing brand strategy, campaigns, and innovative takes on the customer relationship—helps players in consumer packaged goods and other categories redefine their customer relationships. Jeannie has spent nearly 20 years evaluating and improving customer experiences.

Technology 81

Technology Advertising Customer Experience Professionals Innovation 81

SurveySensum

JULY 9, 2021

Why is it important for CX Professionals to be empathetic? Customer experience professionals must learn empathy because they are the ones in charge of making the end-customer satisfied. And, how will they know how to make an incredible customer experience if they don’t empathize with their customers?

Social Media 98

Social Media ROI NPS Loyalty 98

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

Customer Bliss

MAY 4, 2017

Prior to joining Concur, Tabitha built and led the Customer Insights practice for Citrix as the Managing Director of Customer Insights and developed the CX programs for the Healthcare division of Philips as thecGlobal Director of Customer Experience. All the discussions, customer calls, data sets, etc.

Leadership 160

Leadership Customer Experience Customer Journeys Net Promoter Score 160

Dapresy

FEBRUARY 2, 2018

Making an impact, being an influencer and achieving a solid ROI are goals market research and customer experience professionals strive for. The effective dissemination of Insights within an enterprise is a critical piece in the ROI puzzle. We are proud to have Dapresy as our premier sponsor of the Handbook.

Handbook 40

Handbook ROI Competitive Advantage eBook 40

Thematic

NOVEMBER 28, 2019

Over the course of Fall 2019, we surveyed 150 CX professionals. The survey itself was conducted by Thematic, in collaboration with the Customer Experience Professionals Association (CXPA), and publicized through our social media, CXPA and our friends & influencers in CX space, such as Annette Franz and Maurice FitzGerald.

Report 62

Report Survey ROI Net Promoter Score 62

SurveySensum

SEPTEMBER 30, 2019

Happy Customer Experience Day! 1 st October is a CX Day, founded by Customer Experience Professionals Organization (CXPA). It’s the best time to check how your organization is taking initiatives to celebrate the spirit of the customer experience program. Yes, we are talking about ROI here!

Net Promoter Score 69

Net Promoter Score Tips Customer Experience Customer Journeys 69