CX Journey

MAY 24, 2017

Quite simply: without employees, you have no customer experience. The linkage between employee engagement and experience and the customer experience has been proven. It's real, and your employees matter! Let employees choose if your company is the kind of company they want to work for.

Engagement 154

Engagement Strategy Customer Experience Customer Journeys 154

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

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

Michelli Experience

JUNE 26, 2018

Humor and Customer Experience. Recently, while consulting for a customer experience client, I had someone ask me how to coach a front-line service professional not to use humor as a weapon against customers. How and when should we use humor to engage customers? Tips for the Journey.

Customer Experience 184

Customer Experience Consulting Guidelines Tips 184

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

ijgolding

MAY 23, 2017

Usually (although not exclusively) the domain of men and women working for organisations in senior roles, the ‘rolling eye phenomenon’ often occurs when someone like me, a Customer Experience Professional, starts to talk about anything related to the Customer Experience.

Customer Experience 227

Customer Experience Financial Customers Insurance 227

CloudCherry

MARCH 8, 2019

To prove a point, this year on International Women’s Day, we want to acknowledge ‘the top 5 women CXOs’ who have inspired the world with their Customer Experience skills. She is the Founder and President of CustomerBliss, and the Co-Founder of The Customer Experience Professionals Association. Jeanne Bliss.

Chief Customer Officer 285

Chief Customer Officer Customer Experience Professionals Consulting Employee Experience 285

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

Experience Investigators by 360Connext

JUNE 17, 2015

Executives tell me: There is usually so much we COULD do with customer experience. We want to provide more, better, faster…but in order to do that for our customers we have to change entire legacy systems, hire totally new teams, and shift budget dollars from one place to another. Yes, customer experience is a big topic.

Customer Experience 110

Customer Experience Social Media Employee Engagement Metrics 110

Experience Investigators by 360Connext

MARCH 9, 2015

Organizations across a wide range of industries are creating positions like Chief Customer Officer and Customer Experience executive. They’ve realized the importance of investing in the overall experience of customers, and that doing so generates phenomenal business results. But how can YOU make that happen?

Customer Experience 110

Customer Experience Chief Customer Officer Customer Experience Professionals Resources 110

Experience Matters

DECEMBER 15, 2015

We agree and believe that customer experience is a reflection an organization’s culture and operating processes. Customer Journey Designing. Customer journey mapping has become one of the most popular CX tools as it helps provide a customer-oriented viewpoint. See the 2015 Temkin Effort Ratings.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

Customer Bliss

AUGUST 16, 2018

On today’s episode, we’re talking to Lee Roquet , the Chief Customer Officer at Yellowfin , a B2B SaaS company that provides a business intelligence analytics platform. Understanding your company’s power core is a first crucial step in knowing how to proceed with your customer experience agenda.

Strategy 111

Strategy Customer Experience Chief Customer Officer Call Center 111

Experience Investigators by 360Connext

OCTOBER 6, 2014

Customer experience is about so much more than call-center scripts or proper protocol around customer complaints. The best companies, the ones we know as customer experience leaders, adopt a customer focused view to everything. Silos make understanding the customer journey that much harder.

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

Experience Investigators by 360Connext

OCTOBER 9, 2014

For the second year in a row, customer experience professionals around the globe celebrated Customer Experience Day , affectionately known as CX Day. Customer experience as an industry is still in its infancy. Jeannie with Kristina O’Brien, Director of Customer Experience at SAVO Group.

Social Media 279

Social Media Customer Experience Professionals Consulting Employee Engagement 279

Customer Bliss

MARCH 30, 2017

When I work with clients, I always set up a “customer room,” which is another way of thinking about customer experience labs. I’ve written about this idea a few times , including in Chief Customer Officer 2.0. It engages leaders, unifies their decision-making, and creates an accountability forum.

Customer Experience 100

Customer Experience Banking Net Promoter Score Call Center 100

CX Journey

JULY 26, 2016

Image courtesy of Skley How does customer experience fuel innovation? The topic on July 21 was one of my favorites: customer experience, of course. The topic on July 21 was one of my favorites: customer experience, of course. How does it make customers' lives - and the jobs they are trying to do - easier?

Innovation 80

Innovation Customer Experience Culture Customers 80

Experience Investigators by 360Connext

MARCH 24, 2015

I’m speaking at the Next Generation Customer Experience conference in San Diego this week, but today I got to be an attendee and participate in some great conversations about customer experience. There were sessions on co-creating with customers, social media, and customer journey mapping. Stay tuned!

Customer Journeys 110

Customer Journeys Customer Experience Conference Social Media 110

Horizon CX

OCTOBER 7, 2014

experience and we committed ourselves to a full day from 9:00 AM to 4:00 PM to. remain completely open to thoughts and ideas as they relate to life experiences. in general and to my work as a Customer Experience professional. emerged with insights about my own career and experiences on the receiving end.

Customer Experience 100

Customer Experience Customer Experience Professionals Exercises Customers 100

Horizon CX

OCTOBER 7, 2014

This was our first experience and we committed ourselves to a full day from 9:00 AM to 4:00 PM to learn from a variety of topics delivered by eight stellar professors all from different institutes of higher learning. One hour presentations followed by 15-20 minutes of engaging and solid Q&A. Let’s begin with the obvious.

Customer Experience 100

Customer Experience Customer Experience Professionals Exercises Customers 100

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

ClearAction

FEBRUARY 28, 2019

Customer Experience & Marketing Workforce of the Future Lynn Hunsaker. At our company’s leadership summit, I was inspired to hear our leaders on the stage saying with equal voice how important customer experience is alongside with with revenue growth and innovation.” Differentiate the value you provide.

Customer Experience 61

Customer Experience Marketing Chief Customer Officer Customer Experience Professionals 61

Horizon CX

JUNE 2, 2020

Leaders in general, but especially those that are leading in Customer Experience roles, are in a challenging position today made even more difficult by the pandemic. Of course, they must have the relevant experience, knowledge and skills. EMPATHETIC – listen to employees and customers.

Leadership 130

Leadership Culture Strategy Customer Experience Professionals 130

CX Journey

JANUARY 2, 2019

It's about time that companies start focusing on the employees. As I always say, "Quite simply, without employees, you have no customer experience." And if your employees aren't having a great experience, neither will your customers. I outlined how each contributes. How Do You Measure #CX Success?

Employee Engagement 94

Employee Engagement ROI Metrics Omni-Channel 94

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

Experience Investigators by 360Connext

NOVEMBER 12, 2019

We like to believe this about ourselves, our brands and our customers. You, your brand, your org structure and your customers are most likely facing many of the same CX challenges as your competitors. You, your brand, your org structure and your customers are most likely facing many of the same CX challenges as your competitors.

Brands 160

Brands Customer Journeys Technology Policies 160

Experience Matters

MAY 12, 2015

Here’s the executive summary: For the sixth straight year, Temkin Group surveyed nearly 200 large companies to evaluate the state of their Customer Experience (CX) management. Companies have also achieved the best scores we’ve seen for two of our four core competencies, Employee Engagement and Customer Connectedness.

Report 120

Report Customer Connectedness Management Effort Score 120

CX Journey

MARCH 12, 2015

As companies focus inward to understand how to achieve their customer experience goals, the term “engagement” is often used interchangeably with “culture.” The two terms are related, and they’re both elements of customer experience improvement. That means employees answer questions from the “I” perspective.

Culture 80

Culture Engagement Employee Engagement Customer Centricity 80

ShepHyken

FEBRUARY 28, 2020

If you’re a Customer Experience specialist, you might think that salespeople are not the kind of role models to get customer care tips from. I give them customer experience tips and insights, not the other way around.”. It was easy to dream about changing a company’s culture and influencing employee engagement.

Roadmap 116

Roadmap Sales Case Study Airlines 116

Customer Guru

MARCH 1, 2018

At Customer Guru, we firmly believe that the only way more Indian businesses can become sustainable and globally competitive is by focusing on Customer Experience (CX). Thus, we are dedicated to spreading this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

Customer Centricity 94

Customer Centricity Customer Experience Professionals Employee Engagement Training 94

Experience Investigators by 360Connext

JULY 24, 2015

Thanks to a gathering of some Chicago Customer Experience Professional Association members and guests recently, my brain swirled with what could be next for customer experience. Here are some questions for customer experience leaders to consider. Who will lead customer experience next?

Net Promoter Score 110

Net Promoter Score Effort Score Metrics Comparison 110

Customer Guru

MARCH 1, 2018

At Customer Guru, we firmly believe that the only way more Indian businesses can become sustainable and globally competitive is by focusing on Customer Experience (CX). Thus, we are dedicated towards spreading this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

Customer Centricity 79

Customer Centricity Customer Experience Professionals Employee Engagement Training 79

Qualtrics

MARCH 29, 2019

federal government agencies, our team is always working with clients and partners on fascinating, newly emerging issues that impact the business, customer, and employee experience parts of federal government agencies. Part one explains how Section 280 represents the opening of the next frontier in government customer experience.

Government 36

Government Resources Customer Experience Video 36

ClearAction

MARCH 23, 2015

Customer Experience Governance: Do This, Not That. Governance doesn’t get much airtime in customer experience management conversations and writings. Customer experience governance is essential to ongoing success, especially in terms of enduring CX ROI (return on investment). Just what is it, anyway?

Government 48

Government Customer Experience Customer Journeys ROI 48

CX Journey

OCTOBER 6, 2016

I left off on Part 1 of my conversation with Peter Aceto with questioning why so many leaders still don't get the importance of focusing on the customer and customer experience improvements. What advice would you give to these professionals to help them help others (especially executives) change the way they think about things?

Culture 169

Culture Banking Metrics Employee Engagement 169

COPC

OCTOBER 16, 2023

During the Execs in the Know Customer Response Summit in Nashville, we reviewed the generational differences in the current frontline workforce, supported by current research conducted by COPC Inc. Senior CX leaders provided valuable input and experiences in this interactive session.

Leadership 94

Leadership Transportation Culture Contact Center 94

Customer Guru

MARCH 7, 2018

Maneesha Pednekar is currently working as the Director – Quality for Atos in India and drives initiatives on Quality & Customer Experience. She is a Certified Customer Experience Professional from the CXPA (US). Especially, driving Quality and Customer Experience initiatives is very close to my heart.

Customer Centricity 60

Customer Centricity Customer Experience Professionals Employee Engagement Training 60

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147