IntouchInsight

MARCH 29, 2018

We recently sat down with Jim Tincher, founder of Heart of the Customer and Certified Customer Experience Professional (CCXP), to get his take on the customer experience landscape and how it is changing in 2018.

Customer Experience 191

Customer Experience Customer Experience Professionals Customers Customer Experience Management 191

ijgolding

JULY 14, 2017

“Focus on the whole journey, not just the transaction” In the world of Customer Experience (CX) you will hear this phrase frequently. The difference between a user story like the one above, and meeting a customer’s overall goal. You are a lifelong customer of Locality Bank. Customers are human.

Customer Experience Design 274

Customer Experience Design Customer Journeys Customer Experience Banking 274

ijgolding

FEBRUARY 6, 2017

Customer Experience is now recognised as a profession – as I am sure many are bored with hearing me repeat over and over again! 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.

Customer Journeys 156

Customer Journeys Management Exercises Customer Experience Professionals 156

CloudCherry

MARCH 19, 2018

You might think that your business is delivering great experiences to customers, but are customers actually finding value in it? Merely investing in a Customer Experience Management tool doesn’t suffice. Getting started with a Customer Experience strategy is generally never a problem for brands.

Customer Experience 150

Customer Experience Customer Journeys Lifetime Customer Financial 150

ReviewTrackers

AUGUST 24, 2020

There is a vital shift happening in the business world: a growing class of savvy, empowered consumers are demanding more options, fairer prices, and better interactions across the entire customer journey. As a result, businesses across a wide range of industries are being compelled to adopt a more customer-centric approach.

Customer Experience 124

Customer Experience Multi-Channel Social Media Touchpoint 124

Customer Guru

AUGUST 8, 2018

Customer experience (CX) is the relationship of a customer with a business at all touchpoints during the period of the customer journey. It is widely said that customer experience is the next battleground for organizations. Adam is a globally recognized expert on customer experience.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

eglobalis

OCTOBER 1, 2017

The CXPA helps customer experience professionals make customer experience management an integral part of how their companies operate and to enable customer experience professionals to embed transformation across their organizations.

Customer Experience Professionals 49

Customer Experience Professionals CEM Customer Experience Customer Experience Management 49

eglobalis

SEPTEMBER 30, 2017

Die CXPA hilft Customer-Experience (CX)-Spezialisten, das Customer-Experience-Management zu einem festen Bestandteil der Unternehmensausrichtung zu machen und Transformation über die gesamte Unternehmung hinweg einzubetten. Certified Customer Experience CCXP Zertifikations -Programm.

Customer Experience Professionals 49

Customer Experience Professionals CEM Customer Experience Customer Experience Management 49

Beyond Philosophy

OCTOBER 28, 2021

Is Customer Experience dying? At the very least, Customer Experience is dying as we know it. Customer Experience as we know it is dying because of a few factors. First, it seems like a simple concept, so, sometimes, people don’t think they need help to manage it. Maybe it is.

Customer Experience 97

Customer Experience Net Promoter Score Insurance Effort Score 97

ijgolding

APRIL 5, 2016

The very first question they asked me was “How did you become so passionate about customer experience management?” Using tools and methodologies to improve the ability of a business to meet and exceed customer expectation just made so much sense to me. I took a role as a Six Sigma Black Belt….

Customer Experience 120

Customer Experience Customer Experience Professionals Hotels Customers 120

ClearAction

JANUARY 6, 2021

21 Tips for 2021 Customer Experience Excellence Lynn Hunsaker. Customer experience excellence is certainly defined a bit differently now, compared to years past. How can leaders wrap their heads around these overwhelming mandates for customer experience excellence?

Tips 77

Tips Customer Experience Net Promoter Score Customer Journeys 77

ijgolding

FEBRUARY 13, 2018

The words customer-centric and silos do not sit happily in the same sentence. Silos harm culture and damage customer experiences. Just in the last two weeks, eight Head of Customer Experience job vacancies have appeared on LinkedIn. And they hold businesses back. Specialist roles in their own right.

Resources 145

Resources Customer Journeys Customer Experience Customer Centricity 145

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. John is an “Ex-Disney Guy” and Customer Experience Coach.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

IntouchInsight

APRIL 5, 2018

In part-one of our interview, Jim - founder of Heart of the Customer and Certified Customer Experience Professional (CCXP) - provides many great insights for customer experience (CX) professionals looking to build a standout CX program across their organization.

Customer Experience 120

Customer Experience Customer Experience Professionals Customers Customer Experience Management 120

CX Journey

JULY 5, 2016

Image courtesy of dizzycage Still trying to show executives how your proposed customer experience improvement initiatives impact the bottom line? 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.

Customer Experience 117

Customer Experience ROI Return on Investment Customer Experience Professionals 117

Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Beyond Philosophy

OCTOBER 6, 2014

We work with Customer Experience (CX) professionals around the world and train them on how to go about implementing CX programs. The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. The symptom is a poor experience; the cause is their lack of Customer centricity.

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

InMoment XI

SEPTEMBER 30, 2014

As customer experience professionals, it’s time we realized that we are no longer practicing customer experience management, but rather customer experience enablement. When it comes to the customer journey, we’re just along for the ride.

Customer Experience Professionals 200

Customer Experience Professionals Customer Journeys Customer Experience Management Customer Experience 200

InMoment XI

SEPTEMBER 30, 2014

As customer experience professionals, it’s time we realized that we are no longer practicing customer experience management, but rather customer experience enablement. When it comes to the customer journey, we’re just along for the ride.

Customer Experience Professionals 200

Customer Experience Professionals Customer Journeys Customer Experience Management Customer Experience 200

InMoment XI

SEPTEMBER 30, 2014

As customer experience professionals, it’s time we realized that we are no longer practicing customer experience management, but rather customer experience enablement. When it comes to the customer journey, we’re just along for the ride.

Customer Experience Professionals 200

Customer Experience Professionals Customer Journeys Customer Experience Management Customer Experience 200

CX Journey

OCTOBER 27, 2015

Pundits and experts alike say that customer experience is everyone's job. If you google "customer experience is everyone's job" and "customer service is everyone's job," you'll find endless articles, blogs, and webinars with that very title. NO, customer experience is not everyone's job.

Customer Experience 80

Customer Experience Customer Experience Professionals Consulting Call Center 80

Horizon CX

SEPTEMBER 30, 2013

I’m reflecting and writing this latest blog on the eve of the very first Customer Experience Day (CX Day) declared so by the Customer Experience Professionals Association (CXPA) as the first Tuesday in October from this point forward. Product and technology are often short-lived.

Strategy 138

Strategy CEM Customer Experience Banking 138

ClearAction

SEPTEMBER 29, 2016

Advancing Customer Experience Expertise in CX Month optimizecx. Customers are the lifeblood of everyone’s food on the table. No matter what your income source is, it’s fueled by customers. CX Day is in the first week of October, founded by the Customer Experience Professionals Association ( CXPA ).

Customer Experience 48

Customer Experience Customer Experience Professionals ROI B2C 48

ClearAction

SEPTEMBER 25, 2022

CCXP exam (Customer Experience Professional Certification) competencies are a guide to highly profitable customer experience management. It’s equally applicable to Employee Experience and Partner Experience management. Professional certification is not a walk in the park.

Customer Journeys 62

Customer Journeys Study Customer Experience Professionals Financial 62

Ian Williams

JUNE 25, 2019

In the previous blog, we spoke about the fact that the real benefit of Customer Journey Mapping comes from the pain points, the moments of truth, the wow opportunities and commercial opportunities generated by the exercise, and that these elements can potentially form the basis of transformation activity across the organisation.

Customer Journeys 40

Customer Journeys Customer Experience Exercises Customer Experience Professionals 40

CX Journey

NOVEMBER 9, 2016

I'm looking forward to working with more new clients and meeting and learning from more brilliant customer experience professionals going forward. B2B Customer Experience Management Best Practices A Confused Customer Buys Nothing Today's VOC Program Challenges The 7 Deadly Sins of Customer Experience.

Customer Journeys 166

Customer Journeys B2B Customer Experience Professionals Culture 166

Forrester

OCTOBER 20, 2014

Have you ever heard of a bank that''s as popular with its customers as Amazon is with Amazon''s customers? Me neither - at least not until we ran our Customer Experience Index study in Germany this year. Q: When did your company first begin focusing on the customer experience?Why? Online banking.

Customer Experience 93

Customer Experience Banking Customer Experience Professionals Study 93

ClearAction

OCTOBER 25, 2015

Customer Experience Planning: Do This, Not That. The annual planning cycle is an opportunity to review pluses and minuses in what’s currently in play, take a look at what’s new, and request resources to take your customer experience performance to the next level in the new year. Plan for it in your new year.

Customer Experience 48

Customer Experience Customer Journeys ROI Customer Experience Management 48

Confirmit

JANUARY 29, 2019

In our recent report “The State of Customer Experience: Time to get real”, based on a survey of over 250 Customer Experience professionals, we have tried to identify what the most successful companies are doing, what we can learn from them, and what you need to do to deliver similar results.

Customer Experience 40

Customer Experience Customer Experience Professionals Report Customer Experience Management 40

Ann Michaels and Associates

MARCH 13, 2019

When you have multiple brands in multiple industries offering the same products you do, you need to give customers a reason to choose you over them. Many brands today are working to find that differentiation in customer experience. To start: • Define your business and brand objectives. Prioritize and fund critical touchpoints.

Customer Experience 49

Customer Experience How To Touchpoint Customer Centricity 49

Confirmit

JANUARY 29, 2018

In our recent report “The State of Customer Experience: Time to get real”, based on a survey of over 250 Customer Experience professionals, we have tried to identify what the most successful companies are doing, what we can learn from them, and what you need to do to deliver similar results.

Customer Experience 40

Customer Experience Customer Experience Professionals Report Customer Experience Management 40

ReviewTrackers

MAY 8, 2017

Customer experience (CX) — defined as “the cumulative impact of all interactions and experiences between your business and the customer, at every touchpoint across the entire customer journey, and viewed entirely from your customer’s perspective” — has become one of today’s most important business benchmarks.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

Kerry Bodine

JUNE 20, 2015

I’m often asked about customer experience conferences: What’s out there? I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals.

Conference 120

Conference CEM Customer Experience Professionals Contact Center 120

GetFeedback

AUGUST 14, 2019

Let’s talk about customer satisfaction. . In customer experience (CX) terms, we often dismiss Customer Satisfaction Score (CSAT) measurement as too simple. But I see a place for Customer Satisfaction Score (CSAT), based on organizational goals, resources, and structure. Can CSAT improve customer experience? .

Customer Journeys 273

Customer Journeys Metrics How To Customer Satisfaction 273

Beyond Philosophy

OCTOBER 6, 2014

We work with Customer Experience (CX) professionals around the world and train them on how to go about implementing CX programs. The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. The symptom is a poor experience; the cause is their lack of Customer centricity.

Customer Experience 60

Customer Experience Net Promoter Score Customer Centricity Customer Journeys 60

Beyond Philosophy

OCTOBER 6, 2014

We work with Customer Experience (CX) professionals around the world and train them on how to go about implementing CX programs. The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. The symptom is a poor experience; the cause is their lack of Customer centricity.

Customer Experience 60

Customer Experience Net Promoter Score Customer Centricity Customer Journeys 60

ClearAction

FEBRUARY 14, 2015

Loving Suppliers for Customer Experience Excellence. Is it possible to be the darling of your customers, yet the opposite to your suppliers? Does it make sense to want your customers to love you and at the same time have no intention of letting your suppliers earn the same privilege?

Customer Experience 48

Customer Experience Customer Centricity Customer Experience Management Financial 48