CX Journey

APRIL 4, 2018

There's a big problem brewing out there when it comes to journey mapping: Too many folks view journey maps as useless, when instead, the maps should be seen as one of the (if not the ) most powerful tools and processes in the customer experience professional's arsenal.

Customer Journeys 158

Customer Journeys Customer Experience Professionals Tools Customer Experience 158

CX Accelerator

NOVEMBER 11, 2022

From a character perspective, it requires empathy – the exercise is about walking in your customer’s shoes and trying to understand not just what they were doing at each touchpoint but thinking and feeling as well. One of the most important things a good journey map can do is connect the employees of an organization to the customer.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

TechSee

AUGUST 14, 2023

Adrian Swinscoe, Customer experience advisor, author, speaker Adrian is a huge fan of organizations that do great things for their customers and has been helping many achieve their own level of greatness for over 25 years via consulting, writing, speaking workshops, and advisory work.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Lumoa

MARCH 21, 2023

.” – Joanna Carr one of the contributors of the book The Cult Of The Customer Author: Shep Hyken | Buy the book here ”I love to see others succeed. I wanted to share the tactics and tools I teach in my speeches, as well as what my team teaches in our customer service workshops. I hold nothing back.

Customer Experience 236

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 236

Oracle

MARCH 1, 2021

Bozoma created The Badass Workshop , a five-part digital experience designed to provide an evolving blueprint for success based on her expertise – which has also been taught as a short intensive at Harvard Business School. I’ve built THE BADASS WORKSHOP with the intention to architect the GREATEST SELF. Well, here it is!!

Technology 81

Technology Advertising Customer Experience Professionals Innovation 81

Customer Guru

AUGUST 8, 2018

He has extensive experience in retail, wholesale, franchising, and small business and has a strong belief in positive customer experience. She has over 16 years of experience in areas of market research, program management, marketing, instructional design, and training. Aimee Lucas Follow @Aimee_Lucas.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

ijgolding

SEPTEMBER 13, 2018

Having worked with my good friend, Stefan Osthaus, for many years, it is never a surprise to constantly find him looking for new, innovative ways to help others improve their effectiveness in the field of customer experience. Next, we needed to crate the process to adapt it to a client’s needs and make it THEIR roadmap!

Roadmap 167

Roadmap Consulting Leadership Customer Experience Professionals 167

ijgolding

JANUARY 22, 2018

During the hiring process, ask questions that will provide insight into a potential employee’s values, and only choose employees who have a real passion for providing excellent customer service, rather than those who are simply going through the motions. Send company personnel to a customer experience conference.

Customer Experience 191

Customer Experience Social Media Abandon Rate Conference 191

COPC

OCTOBER 16, 2023

In the case of frontline customer experience professionals, it is even more important that the leadership of these organizations give voice to frontline preferences as compared to jobs where teamwork in closer proximity is seen as a value-add as opposed to working from home.

Leadership 94

Leadership Transportation Culture Contact Center 94

CX University

JANUARY 27, 2019

The partnership between the two organizations is meant to create a wider reach to Qatar-based CX professionals and aspiring practitioners. CX University is the first comprehensive online learning platform who specifically trains customer experience professionals.

Customer Experience Professionals 49

Customer Experience Professionals Course Training Consulting 49

GetFeedback

DECEMBER 2, 2019

Learn how GetFeedback can help you exceed customers’ expectations— start your free trial today. Jeannie Walters, CCXP, CEO, Experience Investigators by 360Connext . Jeannie Walters is a Certified Customer Experience Professional (CCXP) and is CEO of Experience Investigators. About the guest author .

ROI 195

ROI Customer Satisfaction How To Effort Score 195

GetFeedback

AUGUST 14, 2019

Learn how GetFeedback can help you exceed customers’ expectations— start your free trial today. Jeannie Walters, CCXP, CEO, Experience Investigators by 360Connext . Jeannie Walters is a Certified Customer Experience Professional (CCXP) and is CEO of Experience Investigators. About the guest author .

Customer Journeys 273

Customer Journeys Metrics How To Customer Satisfaction 273

Kerry Bodine

OCTOBER 5, 2015

Need help co-creating your customer experience strategy? Need to map your customer journey? Join our customer journey mapping workshop in San Francisco on November 17 & 18. This post is part of the Customer Experience Professionals Association’s Blog Carnival “Celebrating Customer Experience.”

Strategy 120

Strategy Customer Experience Customer Journeys Brands 120

CX Journey

APRIL 25, 2018

Those are marketing tools and are too high level for customer experience design. Customer experience professionals require a lot more detail at a micro level in order to understand the pain points and to, ultimately, fix them. Similarly, ensure that they are committed to act on what they learn.

Customer Journeys 146

Customer Journeys Exercises Touchpoint Culture 146

CustomerSuccessBox

OCTOBER 4, 2021

This level includes the fundamentals of strategic thinking and execution within Customer Success Management. This also introduces the concept and framework behind the Desired State of Customer Engagement and The Customer Success Methodology. Certified Customer Experience Professional (CCXP) program by CXPA.

Customer Success 52

Customer Success Customer Centricity Course Customer Experience Professionals 52

Customer Guru

AUGUST 21, 2018

Michelli is an internationally sought-after speaker, New York Times bestselling author of business books “The Starbucks Experience”, “The New Gold Standard”, “Prescription for Excellence”, and “Driven to Delight”, and an organizational consultant. She is also a board member of the Customer Experience Professionals Association.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

Clarabridge

MARCH 1, 2017

Clarabridge Customer Connections (“C3”) is the must-attend event for customer experience professionals. As usual, C3 will feature a healthy mix of hands-on workshops, motivating keynotes, and in-depth presentations. Discussions of case studies that show the strategic value of customer experience management.

Case Study 40

Case Study Customer Experience Professionals Customer Experience Management Course 40

Clarabridge

MARCH 1, 2017

Clarabridge Customer Connections (“C3”) is the must-attend event for customer experience professionals. As usual, C3 will feature a healthy mix of hands-on workshops, motivating keynotes, and in-depth presentations. Discussions of case studies that show the strategic value of customer experience management.

Case Study 40

Case Study Customer Experience Professionals Customer Experience Management Course 40

Clarabridge

MARCH 1, 2017

Clarabridge Customer Connections (“C3”) is the must-attend event for customer experience professionals. As usual, C3 will feature a healthy mix of hands-on workshops, motivating keynotes, and in-depth presentations. Discussions of case studies that show the strategic value of customer experience management.

Case Study 40

Case Study Customer Experience Professionals Customer Experience Management Course 40

Experience Investigators by 360Connext

MARCH 24, 2015

Gina Bhalwalkar , User Experience & Accessibility at Scottrade, led a workshop on Future State Customer Journey Mapping. I am so thankful to hear about more than data and be surrounded by so many dedicated customer experience professionals. But I’ll bet on better experiences for everyone.

Customer Journeys 110

Customer Journeys Customer Experience Conference Social Media 110

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. Why we love Sandra: She’s the Customer Experience Director and thought leader for Strong-Bridge Envision Consulting.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

GetFeedback

JULY 19, 2019

Learn how GetFeedback can help you exceed customers’ expectations— start your free trial today. Jeannie Walters, CCXP, CEO, Experience Investigators by 360Connext . Jeannie Walters is a Certified Customer Experience Professional (CCXP) and is CEO of Experience Investigators. About the guest author .

Customer Journeys 230

Customer Journeys Effort Score Net Promoter Score How To 230

ClearAction

JANUARY 6, 2021

This is success-promoting because it instills a systematic cadence for every group across your company to engage in cross-functional workshops that are so vital to preventing recurrence of customers’ thorny issues. 16) Start recognizing teams for prevention of customer issues.

Tips 77

Tips Customer Experience Net Promoter Score Customer Journeys 77

ClearAction

OCTOBER 2, 2017

Customer Experience Professionals’ Essential Toolkit optimizecx. Customer experience tools are just as important to success as a carpenter’s tools are. Likewise, customer experience professionals need to master basic customer experience tools to get the job done.

Customer Experience Professionals 78

Customer Experience Professionals Customer Experience Customer Journeys Analysis 78

SmartKarrot

JUNE 11, 2021

In this list, you set a rundown of some stellar customer success certification so you can choose which is right for you. Best Customer Success Certifications 2021. SuccessHacker Certifications and Training Workshops. The course is led by trainers who have 60+ years of combined experience in the customer success space.

Customer Success 22

Customer Success Course Training Customers 22

Ian Williams

APRIL 29, 2016

Just over four years ago, I wrote a blog post called “ Who owns Customer Experience ?”. The purpose of the post was to attempt to establish the best ‘place’ within the business to ‘house’ the Customer Experience professionals. One tongue-in-cheek argument is to sack all of your customer experience professionals.

Customer Journeys 40

Customer Journeys Customer Experience Professionals Telecommunications Brands 40

Chattermill

JULY 15, 2018

Customer Spark and Executive Summit. The Customer Experience Professionals Association (CXPA) puts on this celebration of CX best practices led by some of the industry’s top experts. 24-25, Dallas, Texas. CX Week Canada. 12-14, Toronto, Ontario, Canada.

Customer Experience 40

Customer Experience Conference B2B Innovation 40

Experience Investigators by 360Connext

APRIL 14, 2020

Consider three categories when gathering data for journey maps: 1) Customer feedback and emotional data; 2) Customer behavior and actions; 3) Systems, procedures, and touchpoints. Workshop virtually. Just like an in-person workshop, there are virtual whiteboards and sticky notes to create in-real-time with the group.

Customer Journeys 374

Customer Journeys How To Course Touchpoint 374

Steve DiGioia

DECEMBER 5, 2016

New York Times #1 Bestselling Author, Certified Customer Experience Professional, Strategic Consultant, Certified Professional Speaker, TEDx Presenter. As companies get bigger there are more stakeholders and leaders making decisions on behalf of customers and get farther removed from customer interaction.

Industry 100

Industry Culture Metrics Customer Centricity 100

ShepHyken

JULY 10, 2023

This article shares some findings from an Adobe study of more than 13,000 consumers and 3,000 customer experience professionals worldwide. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Customer Service 12

Customer Service Tips Social Media Consumers 12

Bold360

JANUARY 19, 2017

She was the first known CCO (Chief Customer Officer) at Microsoft as well as other corporations, pioneering this role. Jeanne is a co-founder and board member of the Customer Experience Professionals Association. Introducing the other half of the dynamic duo who founded the Customer Experience Professionals Association.

Customer Experience 40

Customer Experience Self Service Consulting Social Media 40

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. He also led the creation and updating of many of Forrester’s customer experience evaluation methodologies and training workshops.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

SurveySparrow

JANUARY 28, 2020

We also “bring the customer back to the office” through video recordings of their interviews. Then we distil all the data we gathered down into attractive, easy-to-understand journey maps and bring the client’s teams back together for an Action Workshop to develop initiatives based on the results.

Customer Journeys 52

Customer Journeys Net Promoter Score Effort Score Customers 52

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. He also led the creation and updating of many of Forrester’s customer experience evaluation methodologies and training workshops.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ShepHyken

JULY 8, 2019

My Comment: One of the largest, if not the largest, gathering of customer care professionals happened just over a week ago in Las Vegas. CCW (Customer Contact Week) included thought-provoking general sessions, tactical “how to” workshops, a tradeshow showcasing the latest and greatest in the industry and more.

Customer Service 117

Customer Service Social Media Customer Experience Professionals Customer Care 117

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

ijgolding

JUNE 5, 2016

Yet, the reality, as my article describes, is that too many businesses around the world make decisions on a regular basis that do not clearly align to the things customers want and need – or indeed that address challenges the customer may be experiencing. If used well, they are a vital cog in the development of customer strategy.

Meeting 120

Meeting Exercises Customer Journeys Customer Experience Professionals 120