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. A Natural Partnership.

Customer Experience 240

Customer Experience Net Promoter Score Customer Experience Professionals Advertising 240

Horizon CX

OCTOBER 2, 2023

And yet the experience gap is on full display across three dimensions: competence, supervision, and data. The Competence Gap My initial days at the frontline were spent watching LMS (learning management system) videos, reading PDF attachments, and clicking through hundreds of multiple-choice quizzes. So, I sold one.

Net Promoter Score 130

Net Promoter Score Survey System Retail 130

ijgolding

FEBRUARY 6, 2017

It is a challenging profession for a variety of reasons – largely because it is not ‘black and white’ There is no one way of doing anything when it comes to Customer Experience. As a result, the Customer Experience discipline is most definitely NOT a tick, or check box exercise!

Customer Journeys 156

Customer Journeys Management Exercises Customer Experience Professionals 156

ijgolding

DECEMBER 4, 2019

The uniqueness of human beings that create the whole experience. When a customer comes to the company with a product issue. We dive into the process; the systems; the Quality Management System; the tools such as 8D; the work instructions; the Key Performance Indicators that measure the capability of the process/resolutions; and so on.

Measurement 231

Measurement Meeting Customer Experience Professionals Training 231

Ascribe

JULY 19, 2023

In parallel, AI Coder , a feature in Ascribe’s Coder verbatim management system, now leverages Theme Extractor with Generative AI to deliver accurate coding results similar to manual coding in a fraction of the time. CX Inspector delivers better insights from open ends, faster.

Analysis 52

Analysis Customer Experience Professionals Innovation System 52

CX Accelerator

NOVEMBER 11, 2022

Within this skillset sits CX governance – the system by which the organization is controlled and operates, and the mechanisms by which it, and its people, are held to account. 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. And they’re paralyzed by the reams of data that exist within their systems.

Data 119

Data Customer Experience Professionals Metrics Analytics 119

ijgolding

FEBRUARY 4, 2016

How do you become a Customer Experience Professional? I think it is fascinating to understand how people end up doing something like CX…… and so I am absolutely delighted to share with you one professionals story in this post. I have known Heather Grisedale for a number of years.

Customer Experience Professionals 120

Customer Experience Professionals Tourism Training Customer Experience 120

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? Stress activates the immune system.

Customer Experience 184

Customer Experience Consulting Guidelines Tips 184

Beyond Philosophy

FEBRUARY 10, 2020

In other words, if you improve your Customer Experience, you will enhance your customer-driven growth. . You might have heard me mention how Forrester, a global research company, predicts that one in four Customer Experience professionals will lose their job this year.

Meeting 172

Meeting Hospitality Return on Investment Telecommunications 172

ClearAction

SEPTEMBER 25, 2022

CCXP exam (Customer Experience Professional Certification) competencies are a guide to highly profitable customer experience management. Customer Service is not covered much in the CCXP, because CS is a subset of CX Improvement & Design. CCXP Exam Joys, Struggles & Rewards Lynn Hunsaker.

Customer Journeys 62

Customer Journeys Study Customer Experience Professionals Financial 62

InMoment XI

MARCH 6, 2024

“Don’t waste customers’ time asking them questions unless you are prepared to act on what they say.” Bruce Temkin, co-founder of Customer Experience Professionals Association) Capturing data is one thing; extracting insights from it is another.

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

ShepHyken

FEBRUARY 19, 2019

Are Rating Systems Skewed? How to Get the Most Out of Your Customer Feedback. They discuss common rating systems implemented by many companies, the faults and flaws of these systems, and ways to improve the feedback process overall. Customers don’t give honest feedback out of fear of potential repercussions.

Feedback 77

Feedback Customer Experience Professionals System Metrics 77

Thematic

JUNE 28, 2023

The context: You can give the system instructions on how to answer your questions. I chose the following: Then, I asked for five examples of how LLMs will affect the work of customer experience professionals. Your system would have to identify each customer to enable personalization. Here are the answers: 1.

Customer Experience 62

Customer Experience Chatbots Social Media Training 62

ijgolding

FEBRUARY 13, 2018

You get airport ground staff throwing baggage around like they’re trying out for the rugby world cup and undermining your hard-won reputation as the most customer-centric airline on the planet. That’s what a Head of Customer Experience does. Works across the organisation. Sometimes fixing the nonsense of silo-driven own goals.

Resources 145

Resources Customer Journeys Customer Experience Customer Centricity 145

ShepHyken

FEBRUARY 28, 2020

There’s a lot you can learn from those whose day-to-day activity consists of building rapport and trust with potential customers. Consider for example Jim, who was consistently the top-performing salesperson at a fire alarm system company. Like an ambitious salesperson, as a Customer Experience professional, I’m impatient with myself.

Roadmap 116

Roadmap Sales Case Study Airlines 116

Beyond Philosophy

DECEMBER 10, 2021

We had him on the podcast recently to talk about his new book, Winning on Purpose: The Unbeatable Strategy of Loving Customers. Reichheld’s inspiration for the book was his frustration about the misuse of the NPS system. The book lays out some of the best practices for maintaining credibility for the Net Promoter System.

Effort Score 109

Effort Score NPS Net Promoter Score Leadership 109

Ascribe

SEPTEMBER 7, 2021

CINCINNATI, Ohio, September 1, 2021 Ascribe, a global verbatim analysis software and service company, announced the launch of Coding Assistant and Segment Coder as two new features in Coder, its industry-leading verbatim coding management system. Coding Assistant enables faster application of codes to responses, reducing manual coding time.

Analysis 40

Analysis Customer Experience Professionals Report Analytics 40

Ascribe

SEPTEMBER 7, 2021

CINCINNATI, Ohio, September 1, 2021 Ascribe, a global verbatim analysis software and service company, announced the launch of Coding Assistant and Segment Coder as two new features in Coder, its industry-leading verbatim coding management system. Coding Assistant enables faster application of codes to responses, reducing manual coding time.

Analysis 40

Analysis Customer Experience Professionals Report Analytics 40

Comm100

AUGUST 16, 2019

Customers with busy lives don’t tend to like having to take time out of their day, battle IVR systems or wait in call queues. When both inbound and outbound telephone communication is seen by any section of your customer base as outdated and unwelcome, that’s a problem.

Communication 101

Communication Social Media Knowledge Base Contact Center 101

CX Journey

JULY 5, 2016

The implications of investing in both the employee experience and the customer experience are measurable against the bottom line. There's a lot of evidence out there, and yet, customer experience professionals are constantly asked to prove it. The Elusive ROI of Customer Experience What is the #CX End Game?

Customer Experience 117

Customer Experience ROI Return on Investment Customer Experience Professionals 117

PeopleMetrics

DECEMBER 27, 2019

No matter how talented you are as a customer experience professional , you need a team to create a world-class VoC program. IT should be your best friend as you make your VoC program because IT controls the most up-to-date information you need about the customer experience.

CEM 82

CEM Telecommunications Software Analytics 82

Ascribe

SEPTEMBER 22, 2022

AI Coder, a feature within Ascribe’s Coder verbatim management system, identifies the top codes with one click and even connects codes to segments. Finding ways to automate verbatim coding while allowing coders to maintain control of the results is at the heart of Coder innovation. About Ascribe.

Analysis 40

Analysis Customer Experience Professionals Study Innovation 40

Forcivity Salesforce

JUNE 7, 2021

The digitization of manufacturing will take the computers and automation of the third industrial revolution and enhance it with smart and autonomous systems fueled by data and machine learning—leaving future-ready manufacturers primed and ready for sales and operations planning (S&OP) innovation.

Omni-Channel 52

Omni-Channel Self Service Ecommerce System 52

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. Some Background On Tabitha’s Career.

Leadership 160

Leadership Customer Experience Customer Journeys Net Promoter Score 160

Thematic

MARCH 5, 2019

There is no one way of doing anything when it comes to Customer Experience. The art and skill of the Customer Experience Professional is knowing how to adapt and flex the tools, techniques and disciplines for any and every situation that faces them. 11 questions for customer journey management.

Customer Journeys 69

Customer Journeys Management Exercises Customer Experience Professionals 69

ijgolding

NOVEMBER 29, 2017

According to various dictionaries, the general meaning for this word in a business context is, ‘a complex network or interconnected system’. This is a more common scenario than those who are fortunate enough to be immersed in a customer focused environment. I use the word ‘ecosystem’ intentionally.

Customer Centricity 148

Customer Centricity Leadership Customer Focused Customer Experience Professionals 148

ijgolding

MAY 23, 2016

I believe that the most robust Customer Experience measurement systems should contain a combination of three important ‘voices’- Voice of the Customer (VOC); Voice of the Employee (VOE); and Voice of the Process (VOP). Failure to align business process to the customer journey.

Measurement 148

Measurement Customer Experience Customer Journeys Customers 148

Thematic

SEPTEMBER 10, 2018

What the most important traits of a customer experience professional are. How to get sponsorship as a CX professional. Maurice is Former VP Customer Experience HP Software and former manager of the 23,000-member Net Promoter System (NPS) Forum on LinkedIn. Some useful real-life examples.

Video 48

Video Net Promoter Score Customer Experience How To 48

Thematic

SEPTEMBER 10, 2018

What the most important traits of a customer experience professional are. How to get sponsorship as a CX professional. Maurice is Former VP Customer Experience HP Software and former manager of the 23,000-member Net Promoter System (NPS) Forum on LinkedIn. Some useful real-life examples.

Video 48

Video Net Promoter Score Customer Experience How To 48

CX University

NOVEMBER 21, 2020

Underpinned by a rock-solid customer experience strategy, deliberate and differentiated customer experiences deliver business results by growing brand loyalty organically, by focusing on customer success, customer effort and customer emotion. This article is written by guest author, Chaman Maharaj.

Net Promoter Score 98

Net Promoter Score Brands Effort Score Loyalty Programs 98

Experience Investigators by 360Connext

NOVEMBER 12, 2019

Data integration is absolutely essential to really understand customers and meet their needs. While most companies have invested in technology like marketing platforms and customer feedback systems, it’s less common that we have a centralized way to put this all together.

Brands 160

Brands Customer Journeys Technology Policies 160

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. I’d love to specify from the very beginning, we focus on the Net Promoter System , not only on the Net Promoter Score ( that actually changes a lot ). Not as the only system used. Why did you give that score?

System 338

System Effort Score NPS Net Promoter Score 338

CX Journey

OCTOBER 18, 2017

When you think of the phrase "inside out" relative to the customer experience, you probably cringe. This is not a phrase that customer experience professionals take lightly. The customer's needs and perspectives aren't considered in this type of thinking. It was published on t heir blog on April 24, 2017.

Customer Experience 114

Customer Experience Customer Journeys Policies Training 114

CSM Magazine

MAY 19, 2022

For our service users who live in properties with communal heating systems (‘heat networks’), the situation is even more perilous, because they aren’t protected by a price cap and have no option to switch energy provider. Meet customers face to face . As a result, some are facing kWh rate increases of almost 300%.

Self Service 52

Self Service Wait Times Training Customers 52

Horizon CX

DECEMBER 1, 2023

Customer Loyalty and Retention Studies: Explore studies that delve into the correlation between customer loyalty, retention, and financial success. Industry-Specific Customer Experience Reports: Many industries release reports that focus on the state of customer experience within that sector.

Customer Centricity 130

Customer Centricity Customer Journeys Automotive Fashion 130

CX Journey

AUGUST 26, 2014

Getting leadership buy-in and helping them understand that the sooner the focus is placed on the customer experience, the sooner the business will benefit is an everyday challenge for customer experience professionals. Are your employees unencumbered and empowered to do what''s right for your customers?

Customer Experience 185

Customer Experience Management Government Customer Journeys 185