InMoment XI

MAY 16, 2012

More than 350 Voice of Customer (VOC) and customer experience professionals gathered today at the Metropolitan Hotel in Las Vegas for the first day of VoCFusion 2012.

Hotels 200

Hotels Customer Experience Professionals Voice of Customer Financial 200

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

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 have responsibilities of both people management and project management.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

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. CX is a new brand. Image Courtesy: PWC.

Net Promoter Score 69

Net Promoter Score Tips Customer Experience Customer Journeys 69

CX Journey

OCTOBER 7, 2014

This post is part of the Customer Experience Professionals Association''s Blog Carnival "Celebrating Customer Experience." customer experience lifecycle journey map personas voc voice of customer' -Ralph Nichols Happy CX Day! It is part of a broader celebration of CX Day.

Customer Journeys 164

Customer Journeys Exercises Touchpoint Voice of Customer 164

Lumoa

JANUARY 9, 2018

This will push more aggressive change driven by Customer Experience professionals. Organizational alignment will be most critical – both internally and to the market and customer expectations. Three words: voice of customer. Blockchain, GDPR) and coordination. How to overcome those challenges?

Customer Experience 354

Customer Experience Competitive Advantage Omni-Channel Culture 354

CX Journey

JANUARY 27, 2015

We often hear customer experience professionals talk about the fact that there''s a great emphasis to - and a greater return if we - focus our efforts on the customer experience for B2C companies. B2B B2B2C B2C customer experience partner experience voice of customer voice of partner'

B2C 80

B2C B2B Voice of Customer Innovation 80

CX Journey

JANUARY 11, 2017

This is where I think there is a real opportunity for customer experience professionals. These are two important tools that customer experience professionals must have in their toolboxes in 2016 and beyond. This is where we've got some new tools. Which tools? Companies are sitting on a goldmine of data.

Data 80

Data Analytics Customer Experience Professionals Tools 80

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. Image courtesy of ccxp.org I originally wrote today's post for HappyOrNot.

Customer Experience 80

Customer Experience Customer Experience Professionals ROI Metrics 80

ClearAction

JANUARY 6, 2021

The main points are to contrast customers’ expectations versus their perceptions, whether pictorially, textually, by video, or any other format — and then, most importantly, to sustain resolution of key issues for the benefit of your whole customer base. 16) Start recognizing teams for prevention of customer issues.

Tips 77

Tips Customer Experience Net Promoter Score Customer Journeys 77

Second to None

SEPTEMBER 23, 2019

Most customer experience professionals are familiar with the omnichannel strategy ; one which strives to create a fluid experience across all channels and platforms by utilizing centralized customer data and tracking previous interactions.

Omni-Channel 76

Omni-Channel Customer Centricity Brands Strategy 76

SurveySensum

MARCH 4, 2021

In the fifth episode ‘Chapter 5: Impact of CX on Business metrics’ of the Experience talk: Voice of Customer and Employee , Tanuj Diwan , Head of Product and Nandkishor Tripathi aka NK, Global Head of Customer Experience is joined by one of the most prominent CX thought leaders – Debbie Akwara. .

Metrics 52

Metrics ROI Measurement Voice of Customer 52

CX Journey

MARCH 8, 2017

Sadly, this is a concept that voice of the customer and customer experience professionals are quite familiar with. When these professionals continue using the same tools and the same processes over and over again, yet find they're not making any progress, well, that's customer experience insanity.

Analysis 145

Analysis Analytics Customer Experience Professionals Tools 145

Lumoa

OCTOBER 31, 2018

This will push more aggressive change driven by Customer Experience professionals. Organizational alignment will be most critical – both internally and to the market and customer expectations. Three words: voice of customer. Stop surveying your customers and start listening to them.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Wootric CX Blog

DECEMBER 8, 2019

As staff arrived for work, the CX team whisked them from their car to the building—providing both a tangible experience of effortlessness and a couple of minutes to chat about the BlueKC’s focus on member ease. A successful Voice of Customer strategy asks customers the right question at the right time.

Effort Score 59

Effort Score Examples Self Service Net Promoter Score 59

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

ChurnZero

MARCH 29, 2019

Emphasizing CX within the B2B context and the role of Customer Success teams in driving change, this webinar will: Teach you about the key aspects of customer-centric business practices (e.g. organizational accountability for customer experience, Voice of Customer feedback loops), with examples of best practices.

B2B 73

B2B Survey Net Promoter Score Effort Score 73

ChurnZero

APRIL 5, 2019

Emphasizing CX within the B2B context and the role of Customer Success teams in driving change, this webinar will: Teach you about the key aspects of customer-centric business practices (e.g. organizational accountability for customer experience, Voice of Customer feedback loops), with examples of best practices.

Tips 40

Tips Customer Success Customer Centricity Leadership 40

ClearAction

FEBRUARY 27, 2015

Notes: Customer Journey Mapping is part of VoC, Customer Insight & Understanding, which is one of the six domains in the body of knowledge advocated by the Customer Experience Professionals Association (CXPA). ClearAction offers a CCXP Exam Prep Course.).

Customer Journeys 48

Customer Journeys ROI Policies Customers 48

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Annette Franz.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Amity

APRIL 25, 2016

VP of Client Experience & Transformation - ADP. David is incredibly passionate about the emergence of Customer Experience as a profession, and was a founding member of the Customer Experience Professionals Association. The Dave Mitz Blog. David Skok. Partner - Matrix Partners. CA Technologies Blog.

Customer Success 48

Customer Success Chief Customer Officer Consulting Customer Centricity 48

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Annette Franz.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

CX Journey

OCTOBER 30, 2018

Journey Voice of customer Engagement Culture Automation Security Experience Metrics Transformation Let's start with a definition of "buzzword." Given that definition, honestly, none of those words are "in vogue" terms; they're all an important part of what we do, part of our (customer experience professionals') daily language.

Culture 88

Culture Voice of Customer Metrics Customer Experience Professionals 88

SurveySensum

JULY 14, 2020

XM Scientist and Co-Founder at Effectly AB and experiasummit.com, Joakim Thörn is a subject-matter expert and a speaker who specializes in facilitating and helping clients expand their market presence through experience-based differentiation. Jaakko Männistö is an entrepreneur, Founder, and Omnichannel Customer Experience Professional.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Wootric CX Blog

JANUARY 14, 2020

Customer communication platform: support tickets. CX management platform: voice of customer data (satisfaction, loyalty, attitudes, emotions, themes, requests). With a single click: Customer data — traits, events, etc.– Voice of customer feedback from Wootric becomes available to other platforms.

Customer Experience 64

Customer Experience Net Promoter Score Effort Score Voice of Customer 64

SmartKarrot

MARCH 8, 2022

Donna has successfully helped many companies scale their Customer-Success growth and reap the benefits of the if the customer wins, the company wins phenomenon. A leader who believes in ‘paving a path forward no matter the odds,’ Elli Wu is a Customer Experience professional, board advisor, engagement expert, speaker, and author.

Customer Success 21

Customer Success Customer Journeys Chief Customer Officer Customer Centricity 21

ChurnZero

APRIL 12, 2019

If you find yourself wondering these exact same questions, then you should check out our on-demand webinar with Julia Ahlfeldt, where she breaks down what it takes for an organization to truly put the customer at the center of their business. During this webcast we also learned: The key aspects of customer-centric business practices (e.g.

Customer Centricity 14

Customer Centricity Customer Success Net Promoter Score Self Service 14

Kustomer

APRIL 23, 2020

And it’s been great because honestly, as the host of Voices of Customer Experience or Voices of CX, I have spoken to some of the most brilliant brains that are out there nowadays. But when people are looking at the experience, there are a lot of definitions out there.

Customer Satisfaction 52

Customer Satisfaction Customers Innovation Customer Service 52

SmartKarrot

JANUARY 5, 2022

She believes true customer success is determined by companies being the best version of themselves that she helps them form through their behaviors and actions. Jeanne’s also the Co-Founder of the Customer Experience Professionals Association. Matt Myszkowski.

Customer Success 23

Customer Success Chief Customer Officer B2B Leadership 23

Beyond Philosophy

MAY 12, 2021

Only half of the organizations around the world feel prepared to support customer engagement post-COVID. When I read that headline from Verint, an organization specializing in the Voice of Customer, it struck a chord with me—a minor one with lots of extra dissonance.

Customer Expectations 89

Customer Expectations Technology Analytics Chief Customer Officer 89

Comm100

APRIL 26, 2020

With this in mind, we sat down with Nate Brown , CEO of Officium Labs and the Co-founder of CX Accelerator , a community and resource hub for Customer Experience professionals. Hello and thank you for joining us today to chat with us about your experience in the CX space Nate. Check out the interview below.

Omni-Channel 130

Omni-Channel Culture Customer Centricity Self Service 130

ClearAction

APRIL 29, 2020

Track record of customer-centric decision-making. More than two customer-management roles previously, such as voice of customer, experience design, customer care, customer intelligence, customer loyalty. Certified Customer Experience Professional (CCXP). Bachelor’s degree.

Customer Experience 71

Customer Experience Chief Customer Officer Customer Centricity Leadership 71

Strativity

JULY 16, 2014

The program is designed to provide a multifaceted, interactive and overall empowering experience that will ensure participants are equipped with the tools they need to make Customer Centricity an organizational success. Innovating the experience to create lasting memories. Integrating social media into the customer experience.

Customer Experience Management 40

Customer Experience Management Groups CEM Customer Experience 40

ChurnZero

MARCH 22, 2019

Emphasizing CX within the B2B context and the role of Customer Success teams in driving change, this webinar will: . Teach you about the key aspects of customer-centric business practices (e.g. organizational accountability for customer experience, Voice of Customer feedback loops), with examples of best practices .

Customer Retention 61

Customer Retention Customer Centricity Customer Success Sales 61

Pointillist

AUGUST 18, 2021

I recently sat down with three luminaries in the field of customer experience to discuss the highlights of Pointillist’s third annual report on the State of Customer Journey Management and CX Measurement. Strategic #metrics are the ‘voice of the… Click To Tweet. So, this is the real science of customer experience.

Customer Journeys 40

Customer Journeys Self Service Omni-Channel Measurement 40

ClearAction

FEBRUARY 23, 2015

Notes: Customer Journey Mapping is part of VoC, Customer Insight & Understanding, which is one of the six domains in the body of knowledge advocated by the Customer Experience Professionals Association (CXPA). ClearAction offers a CCXP Exam Prep Course.).

Customer Journeys 77

Customer Journeys Customer Experience Customers ROI 77

Qualtrics

FEBRUARY 20, 2019

From his influential thought leadership at Forrester, to founding the Customer Experience Professionals Association (CXPA) in 2011, it’s little wonder he’s known as the ‘Godfather of CX’. I expanded the CX focus beyond user experience to enterprise-wide topics, such as voice of customer programs.

Groups 30

Groups B2B CRM Culture 30