Experience Investigators by 360Connext

FEBRUARY 4, 2019

So what should today’s customer experience professional do about all these touchpoints? Owning the never-ending list is part of the customer experience professionals role now. I hate to say it, but it’s up to us, as the customer experience professionals we are, to do this.

Touchpoint 187

Touchpoint How To Customer Experience Professionals Advertising 187

Experience Investigators by 360Connext

FEBRUARY 4, 2019

So what should today’s customer experience professional do about all these touchpoints? Owning the never-ending list is part of the customer experience professionals role now. I hate to say it, but it’s up to us, as the customer experience professionals we are, to do this.

Touchpoint 173

Touchpoint How To Customer Experience Professionals Advertising 173

CX Journey

MAY 4, 2017

And lots of amazing customer experience professionals. (I I hope you'll continue to travel with me for years to come. People read what I wrote. And they actually liked it! I started getting accolades and recognition. And I met new people. And clients. And event organizers. It has been quite the journey. What is Day One?

Customer Journeys 171

Customer Journeys Travel Customer Experience Professionals Strategy 171

Michelli Experience

AUGUST 22, 2017

United, however, has become emblematic of an industry viewed as operationally challenged, uncaring, and not customer-centric. Given the time I spend on planes traveling to speak and consult, I have a fairly positive view of the airline industry. Overbooking and United’s Technology Initiatives. Data Mining and Analytics.

Airlines 113

Airlines Data Travel Consulting 113

ijgolding

MAY 17, 2018

Today I am absolutely delighted to share my final interview with Genevieve Bruketa-Baskovic – an amazingly well travelled Customer Experience Professional who is passionate about doing everything she does with the customer in mind – enjoy…. Where did your travels take you?

Travel 164

Travel Hotels Customer Experience Feedback 164

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. This is huge in business to business customer experience.

Leadership 160

Leadership Customer Experience Customer Journeys Net Promoter Score 160

ijgolding

NOVEMBER 13, 2014

Customer Experience Professionals all over the world are often challenged by business leaders as to the real benefits of Customer Experience. Grateful for any past, present or future customer of Ryanair. This is now the proposition that Michael O’Leary is trying to fulfil.

Brands 249

Brands Airlines Financial Travel 249

CX Accelerator

MARCH 9, 2020

As customer experience professionals, I think we’re especially prone to battling impostor syndrome. She has 12+ years of experience in content creation and community building and volunteers as a facilitator for CX Accelerator. Outside of work, she loves cooking, traveling, and reading. The work is also complicated.

Contact Center 182

Contact Center Social Media Travel Advertising 182

CX Accelerator

MARCH 9, 2020

As customer experience professionals, I think we’re especially prone to battling impostor syndrome. She has 12+ years of experience in content creation and community building and volunteers as a facilitator for CX Accelerator. Outside of work, she loves cooking, traveling, and reading. The work is also complicated.

Contact Center 182

Contact Center Social Media Travel Advertising 182

ijgolding

DECEMBER 14, 2017

I first became aware of job roles containing the words, ‘Customer Experience’ in the early noughties. However, it was not until 2011, with the creation of the Customer Experience Professionals Association (CXPA), that the role became officially recognised as a profession.

Customer Experience 164

Customer Experience Customer Experience Professionals Customer Centricity Customers 164

ijgolding

MARCH 31, 2017

If you have been a follower of my writing for some time, you will know that I am no stranger to air travel! 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!

Comparison 120

Comparison Customer Experience Airlines Travel 120

ijgolding

FEBRUARY 12, 2018

This is not a description of what the brand can do or provide for a customer, but rather what they actually are for their customers and how they deliver value to them. And this implies the allocation of the right investment to these customer experience initiatives, before millions are spent on marketing and media.

Strategy 132

Strategy Customer Experience Advertising Competitive Advantage 132

Beyond Philosophy

OCTOBER 25, 2019

As a certified Customer Experience Professional, he helps organizations and leadership change to improve their experience for their team members and customers. In this case, technology has provided a disruptor gap in the hotel business by changing customer behavior.

Hotels 104

Hotels Travel Hospitality Consulting 104

ijgolding

SEPTEMBER 24, 2015

Customer Experience Professionals are in constant need of evidence of the ROI of Customer Experience – it is fantastic that KPMG Nunwood are adding even more fuel to the fire! Non Grocery Retailers in the CEE have delivered 15.8% The third lowest ranked sector is now Telecomms – not a surprise to me either.

Analysis 120

Analysis Omni-Channel Customer Experience Brands 120

Comm100

AUGUST 16, 2019

Doesn’t rely on real-time, person to person communications; automatically creates a ‘paper trail’ so it’s easy to travel across agents; uses a standard communication platform that everyone knows and understands. Emails or phone calls can feel distant and professional, texting is much less formal.

Communication 102

Communication Social Media Knowledge Base Contact Center 102

ijgolding

NOVEMBER 24, 2015

Followers of my blog will know that I have traveled extensively over the last four years. In all cases, I have been asked to work with; talk to; teach; cajole; people from the C-suite to the front line; in understanding the importance of Customer Experience. It is not a right to have customers.

Customer Experience 120

Customer Experience Customer Experience Professionals Airlines Consumers 120

Oracle

DECEMBER 27, 2018

Check it out in “3 Ways Cloud Technology Improves Customer Experience” The new shopper reality is augmented reality. Augmented reality apps went mainstream in 2018, and retail brands used those apps to help customers try on clothes, imagine furniture in their living rooms, and envision travel destinations.

Trends 88

Trends Customer Experience Retail Conference 88

ijgolding

JANUARY 24, 2017

Up until January 2016, when I had the honour of being a judge at the inaugural Gulf Customer Experience Awards , the volume of discussion about ‘service’ has been significant. Yet despite this, a demonstrable understanding and application of Customer Experience has not been as obvious.

Customer Experience 120

Customer Experience Transportation Banking Customer Journeys 120

TechSee

JUNE 16, 2022

Brad was the founding partner and former CEO of the International Customer Management Institute (ICMI) and remains a senior advisor today. Jeanne Bliss, Founder and CEO at Customer Bliss. Jeanne Bliss is the Founder and President of CustomerBliss and Co-Founder of The Customer Experience Professionals Association.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

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

Forrester

SEPTEMBER 12, 2014

I especially love the fact that in a very real sense there is no "Europe" as such: The UK experience is not the German experience, which is not the French experience, which is not the Italian experience, and so on. Then there''s the food.

Customer Experience 92

Customer Experience Airlines Banking Hotels 92

Storyminers

FEBRUARY 17, 2021

Mike and Akos, two customer experience professionals from two continents discuss what customer experience base thinking can teach politics and how it accelerates “global thinking”. What would it mean to have freedom of travel again, to be free to see friends and family whenever and however they like?

Groups 147

Groups Government Travel Tools 147

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

Eptica

NOVEMBER 6, 2019

About Jeannie Walters Jeannie Walters is the chief customer experience investigator and founder of 360Connext , a global consulting firm specializing in evaluating and improving the customer journey. She also co-hosts a top-rated podcast on customer experience and customer service, Crack The Customer Code.

Leadership 77

Leadership Net Promoter Score Contact Center Effort Score 77

Answer Dash

SEPTEMBER 14, 2019

Here are 3 major findings that I want you to share with you from this comprehensive research: 8/10 GEN Z’ERS ARE WILLING TO GIVE BRANDS ANOTHER CHANCE Exceptional CX is memorable and good news travels fast. Gen Z tends to do more talking with their friends, family, and colleagues about an experience.

Chief Customer Officer 52

Chief Customer Officer Customer Experience Customer Journeys Case Study 52

Strativity

NOVEMBER 24, 2015

While the methods of delivering exceptional Customer Experiences are ever-evolving, the core ideals, messages, and concepts behind them will be relevant for years to come. You are a role model for many customer experience professionals. From an interview with Lior Arussy, November 2012.

Customer Experience 40

Customer Experience Hotels Travel Customer Experience Professionals 40

CX Journey

DECEMBER 13, 2018

She is an inspirational leader who pioneered a new customer-centric culture, energizing the more than 15,000 JetBlue employees with her vision. She has been recognized for her JFK Lobby redesign and facial recognition program with awards from Future Travel Experience and Popular Science.

Tips 83

Tips Customer Insights Leadership Exercises 83

Beyond Philosophy

JUNE 6, 2019

When trains were first invented, people were worried that they would get ripped apart if they traveled faster than 50 miles an hour. In these cases, customers know they are being recorded and that the technology is analyzing their facial expression, a big difference from mass surveillance without permission.

Banking 141

Banking Airlines Analysis Technology 141

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. Five years in the works, free in-flight wi-fi is now available on 80% of Delta’s U.S.

Report 52

Report Airlines Healthcare Transportation 52

Beyond Philosophy

APRIL 9, 2018

Overcoming the obstacle of social norms is a crucial activity for today’s Customer Experience professionals. We have X surefire ways to get your customers to talk. I travel a lot for my work, to all parts of the world and all different cultures. I’m sure we have all done the following or something similar.

How To 104

How To Culture Feedback Travel 104

Forrester

MAY 21, 2015

At Forrester's Forum for Customer Experience Professionals in New York, June 16 & 17, Raul Leal, CEO, Virgin Hotel Group, will explain. And this year, the iconic brand opened its first hotel in the US - a 250-room property located in the Chicago Loop.

Hotels 40

Hotels Groups Hospitality Travel 40

Wootric CX Blog

FEBRUARY 14, 2019

These authors, speakers, thought-leaders and dedicated customer experience professionals have all helped contribute to the widespread adoption of CX, not just as a strategy, but as a higher goal. They make our lives better, share their expertise, uplift our spirits, and show profound generosity. Why we love Augie: He’s the Sr.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

ijgolding

JANUARY 14, 2019

In 2018, the Customer Experience Professionals Association (CXPA) celebrated its 7th birthday. In 2011, the creation of the CXPA saw the competencies and capabilities practiced by those working in the field of customer experience as a profession for the first time.

Customer Experience 246

Customer Experience Airlines Customer Journeys Customer Centricity 246

ijgolding

JULY 11, 2018

I really am very fortunate to meet some amazing Customer Experience professionals as I travel the globe.

Customer Experience 31

Customer Experience Customer Centricity Customer Experience Professionals B2C 31

Maru/HUB

OCTOBER 25, 2018

Virgin Express (budget air travel). And finally, if you’d like to understand more about how to make your data go further, visit: Eye CX for Customer Experience Professionals. Eye Trackit for Market Research Professionals. Virgin Cola (UK and US soft drinks market). Virgin Cosmetics (beauty products).

Marketing 45

Marketing Retail Travel ROI 45

Smith+co CX

MARCH 20, 2014

And in the process the customer will move from one channel to the other; from the web to chatting with a friend on-line, to the call centre to even perhaps asking a travel advisor in a store. Focus on your customer, what they value and how they wish to buy and be there for them.

Multi-Channel 51

Multi-Channel Customer Experience Hotels Customer Journeys 51

Qualtrics

SEPTEMBER 1, 2020

Using Qualtrics , the university leveraged : The Staff / Student Symptom Checker & Self-Certification solution, which asks respondents to report symptoms, recent travel, and exposure to people with COVID-19.

Guidelines 26

Guidelines Technology Travel Customer Experience Professionals 26