Most professionals operating in the Customer Experience (Cx) space are typically faced with these four primary challenges: Improve, enhance and optimize the entire Customer Experience. Reduce or mitigate business, brand, product and reputational risk. Improve business, commercial and financial performance. Read More. Jacada Blog MORE
FREE Resources Kerry Bodine & Co. I’m thrilled to announce the publication of our latest FREE eBook: The 2017 Customer Experience Outlook. MORE
Unless you've been living under a rock, it's pretty obvious that marketing has become incredibly technology-focused. Instead of sending out batch and blast emails and conducting other random acts of marketing, marketers are increasingly exploiting the value of data-driven decision making to deliver more personalized communications and engage more effectively with customers. MORE
Customer Experience Resources You would think that the return on customer experience is obvious. A better customer experience improves loyalty, and loyalty means you can spend more time serving customers than chasing new ones, resulting in cost savings. MORE
How Human Resources Can Add Value to Customer Experience Excellence. So Human Resources (HR) departments can make a big difference is helping companies achieve CX goals, as we discussed in Part 1 of this article: Seeing HR’s work within the bigger picture of external customers’ needs. MORE
We need to organize our people, our resources, and our work around journeys. Be honest—if you’re not willing to devote full-time resources to this, you’re not serious about improving your customer experience.) FREE Resources The Customer Journey MORE
One path to resilience is resourceful creative thinking. The post Resourceful Creative Thinking: JOIN #Peopleskills Chat Jan. JOIN The People Skills Coach™ in people skills global Twitter chat Jan. 17th 10amET/3pmGMT on how to do it better. MORE
You wouldn’t expect a book called the Resource Management And Capacity Planning Handbook to be high on the reading list of someone interested in customer experience improvement. Customer Service / Customer Experience Frank Reactions Podcast Process Shows capacity planning human resource planning Jerry Manas PPM priorities project management resource management resource planning MORE
Culture Customer Experience Interviews Minneapolis CX ResourcesA customer room is a fantastic way to communicate just what it’s like to be your customer. Jason Kapel of Prudential discussed their customer room at a CXPA meeting, and I asked him to share his experience with our readers. How did you come up with the idea of a customer room? I wanted to […]. MORE
Customer Experience Customer Journey Map Resources This is a journey map rant. It’s time we stopped calling employee workshops, Post-It Notes charts and PowerPoint and Visio documents customer journey maps. And we need to realize that design matters. MORE
Congrats. You, like digital customer insights pros in many firms, continue to advance your ability to provide insights about your customers' digital behavior. However, you're leaving money on the table. MORE
CCO Role CCO job description cx trends firing hiring hiring employees HR human resources job trendsI came across this article on Yahoo Finance a few days ago. It’s from PR Newswire and the title is “How Many Customer Experience Professionals Will Survive 2017?” MORE
Few decisions are as vital to a Net Promoter effort as choosing the person who runs it day to day. Bring in an arrogant, detached executive with limited ability to relate to front-line employees or one with flimsy experience but major entitlement, and the effort will be doomed. MORE
Enterprise resource planning (ERP) within the cloud is the engine utilizing data produced on the plant floor to power manufacturers. Big Data Cloud Computing Technology The Cloud cloud cloud ERP consumer Customer Enterprise resource planning Manufacturer technology MORE
Call Center Contact Center Customer Service Videos Workforce Management Brad Cleveland skills-based routing workforce management MORE
CCO Role CCO job description cx trends firing hiring hiring employees HR human resources job trendsI came across this article on Yahoo Finance a few days ago. It’s from PR Newswire and the title is “How Many Customer Experience Professionals Will Survive 2017?” MORE
Default Blog digital customer experience research-insights resourcesBrought on by sharply heightened customer expectations and the rapid growth of digital channels and touchpoints, digital customer experience (CX) is exponentially shaping the strategy of many businesses today. MORE
We’ve listed several of them on our Customer Experience Resources page, along with some downloads and other free resources to help you. This community of CX pros from around the globe provides tons of resources, educational opportunities, conferences, and more. MORE
The post Free CX Resource for CXPA Members appeared first on Heart of the Customer. For those looking for a little advice, the CXPA has an offering for you: Ask the CX Experts. The CXPA has a panel of experts (including yours truly) who can answer members’ questions on how to get started. Typical questions involve the proper approach towards measuring a specific customer interaction, how to best build the case for a CX program, etc. MORE
I’m extremely proud to be a Certified Customer Experience Professional (CCXP). One of the reasons is that this certification encourages CX professionals to build and maintain their expertise at a high level, which will raise the overall quality of CX across organizations. So my hope is that more qualified CX professionals will join the ranks of CCXPs. If you’re thinking […]. Customer experience MORE
Blog Customer Engagement Customer Experience Featured culture hiring HR Human Resources leadershipEmployee engagement is a key driver in delivering great customer experiences. Without a dedicated and engaged workforce, customer complaints increase, loyalty decreases, and the company is less successful. And while it’s of course critically important to keep employees engaged and enthused about their work, it starts with who they are. Toxic people come in many forms, […]. MORE
Book: PeopleShock Customer Service / Customer Experience Frank Reactions Podcast Marketing Research Sales Shows Social Media Strategies Cirque du Soleil Diamond Resorts hr human resources Lou D'Angeli marketing Patrick Duffy staffAs I listened to Lou D’Angeli, Cirque du Soleil‘s Director of Marketing, Public Relations and Sales, talk at the recent Customer Experience Strategies Summit, two memories came to mind. MORE
Human resources, now inundated with complaints and issues, doesn’t see things changing, either. Blog Customer Experience customer service Featured company culture HR Human Resources leadership linkedin Workplace CultureEver walk in on a couple who is in the middle of a fight? MORE
Resources crisis delivering bad news webinarThe founders of Sorry ™ will be joining us on November 11 to present a webinar on how to prepare your company to weather a storm of customer complaints. MORE
Customer Experience Customer Journey Map ResourcesCustomer journey maps are a customer experience (CX) leader’s best friend. Done well, a journey mapping initiative aligns your teams around a shared vision to an improved customer experience. MORE
Blog Customer Service / Customer Experience Interview Highlights #cx business strategy customer experience customer service hr human resources quotesIt has been another great year of interviewing inspiring experts on customer experience, online marketing, social media and business strategy on the Frank Online Marketing Show. MORE
The post What Percentage of Your Resources Should You Invest in Marketing appeared first on LiveChat. Barnum, the founder of Barnum & Bailey Circus , once said: “Without promotion something terrible happens. Nothing.” Any small business can learn from what P.T. MORE
Most professionals operating in the Customer Experience (Cx) space are typically faced with these four primary challenges: Improve, enhance and optimize the entire Customer Experience. Reduce or mitigate business, brand, product and reputational risk. Improve business, commercial and financial performance. Read More. Jacada Blog MORE
Customer Effort Customer Journey Map Resources Voice of the Customer Effort is the bane of your customer experience. Or, as I like to say, “ Thinking is bad.” ” But is customer effort the right measurement to use? First, an overview. MORE
This CX Resource also brings crystal clear insights useful to any serious customer experience design practitioner. Customer Experience is making great inroads into business, both in the US and in Europe. MORE
Customer Experience CX vision ResourcesOne of the pleasures of my role is that I get to meet people new to customer experience (CX). MORE
Editor’s note: This is a living document, and our goal is to update it regularly with the best resources around customer success. The Best Customer Success Resources of 2016. But in order to bring it up a notch, you need to discover some new resources. MORE
Commentary Guest Blogger Recommended Resources chip bell customer service kaleidoscope tips for better serviceCustomer service and business expert Chip Bell has long been an influence on my work. His many books and articles reflect a true understanding of what makes businesses and their customers tick. And I’m fortunate that we have become friends. I’m thrilled that he has a new book coming out February 14 – Kaleidoscope: Delivering Innovative […]. MORE
Staff Satisfaction is Key To Customer Satisfaction You might think that Human Resources is getting kind of far from this blog’s original focus on online marketing strategy. Blog Book: PeopleShock Canada Customer Service / Customer Experience Frank Reactions Podcast Shows Strategies blog business business strategy culture customer service Edmonton hr human resources marketing small business staff turnover values MORE
Enterprise Workforce Optimization Back-Office Operations Contact Centers Workforce Management Workforce Optimization Customer Service Customer Experience customer engagement optimization Schedule Flexibility Call Centers Enterprise Workforce Management resource sharing MORE
Human Resources Vice President, Marcie Kiziak, got a chance to test out her HR theories on how to improve staff morale and turn around a dysfunctional workplace. B2B Canada Frank Reactions Podcast Process Shows Strategies hr human resources leadership staff moraleShe was thrown into an industrial coatings company as an interim Operations VP … Continue Reading → The post 10 Steps To Improving Staff Morale, Quality & Profits appeared first on Frank Reactions. MORE
B2B Blog Blog @fr Book: PeopleShock Customer Service / Customer Experience Frank Reactions Podcast Marketing Research Process Shows dream dream manager hr human resources jancoa mary miller quality respect staff… And They’ll Give The Gift of Service To Your Customers “Nobody dreams of being a janitor,” says Mary Miller, the CEO of the highly successful janitoral services company, Jancoa. MORE
B2B Blog Book: PeopleShock Customer Service / Customer Experience Frank Reactions Podcast Process Shows Strategies Attiyah blog book business business strategy customer service employees empowerment entrepreneur Fearless Front Line human resources interview management managers marketing Ray staff strategy MORE
Blog Book: PeopleShock Customer Service / Customer Experience Retail Technology automation human resources people robots staff taylorMy first job, when I was 15, was helping out at a clothing store during a deep discount sale. I loved the idea of earning some money, but was less keen on having to stand in high heels for 8 … Continue Reading → The post As More Gets Automated, Is There Still A Role For People In Businesses? appeared first on Frank Reactions. MORE
Resources Related Topics Amity
FEBRUARY 2, 2016
Editor’s note: This is a living document, and our goal is to update it regularly with the best resources around customer success. The Best Customer Success Resources of 2016. But in order to bring it up a notch, you need to discover some new resources.
Kate Nasser
JANUARY 23, 2016
Be resourceful to thrive in change. Actionable steps to be resourceful fr The People Skills Coach™. The post Be Resourceful Not Lucky Part II appeared first on KateNasser.com. It is agility in action & keeps you vital & relevant.
Jacada
FEBRUARY 3, 2017
Most professionals operating in the Customer Experience (Cx) space are typically faced with these four primary challenges: Improve, enhance and optimize the entire Customer Experience. Reduce or mitigate business, brand, product and reputational risk. Improve business, commercial and financial performance. Read More. Jacada Blog
Storyminers
MAY 31, 2017
This CX Resource also brings crystal clear insights useful to any serious customer experience design practitioner. Customer Experience is making great inroads into business, both in the US and in Europe.
Advertisement
Registration: www.journeymanagementacademy.com/dallas Take your Journey Mapping skills to the next level with Strativity, the premier resource for journey mapping. Discover how each step in your customer’s journey affects the next, acquire new skills to set the foundation for.
Experience Matters
JULY 8, 2016
I’m extremely proud to be a Certified Customer Experience Professional (CCXP). One of the reasons is that this certification encourages CX professionals to build and maintain their expertise at a high level, which will raise the overall quality of CX across organizations. So my hope is that more qualified CX professionals will join the ranks of CCXPs. If you’re thinking […]. Customer experience
Forrester's Customer Insights
NOVEMBER 28, 2016
Congrats. You, like digital customer insights pros in many firms, continue to advance your ability to provide insights about your customers' digital behavior. However, you're leaving money on the table.
Kate Nasser
JANUARY 13, 2016
One path to resilience is resourceful creative thinking. The post Resourceful Creative Thinking: JOIN #Peopleskills Chat Jan. JOIN The People Skills Coach™ in people skills global Twitter chat Jan. 17th 10amET/3pmGMT on how to do it better.
Bain
FEBRUARY 19, 2015
Few decisions are as vital to a Net Promoter effort as choosing the person who runs it day to day. Bring in an arrogant, detached executive with limited ability to relate to front-line employees or one with flimsy experience but major entitlement, and the effort will be doomed.
LiveChat
JUNE 28, 2017
The post What Percentage of Your Resources Should You Invest in Marketing appeared first on LiveChat. Barnum, the founder of Barnum & Bailey Circus , once said: “Without promotion something terrible happens. Nothing.” Any small business can learn from what P.T.
Kerry Bodine
JANUARY 23, 2017
We need to organize our people, our resources, and our work around journeys. Be honest—if you’re not willing to devote full-time resources to this, you’re not serious about improving your customer experience.) FREE Resources The Customer Journey
Customer Bliss
FEBRUARY 2, 2017
CCO Role CCO job description cx trends firing hiring hiring employees HR human resources job trendsI came across this article on Yahoo Finance a few days ago. It’s from PR Newswire and the title is “How Many Customer Experience Professionals Will Survive 2017?”
Heart of the Customer
JANUARY 22, 2015
The post Free CX Resource for CXPA Members appeared first on Heart of the Customer. For those looking for a little advice, the CXPA has an offering for you: Ask the CX Experts. The CXPA has a panel of experts (including yours truly) who can answer members’ questions on how to get started. Typical questions involve the proper approach towards measuring a specific customer interaction, how to best build the case for a CX program, etc.
Kerry Bodine
JANUARY 17, 2017
FREE Resources Kerry Bodine & Co. I’m thrilled to announce the publication of our latest FREE eBook: The 2017 Customer Experience Outlook.
Heart of the Customer
JANUARY 12, 2017
Customer Experience Customer Journey Map ResourcesCustomer journey maps are a customer experience (CX) leader’s best friend. Done well, a journey mapping initiative aligns your teams around a shared vision to an improved customer experience.
360Connext
MARCH 9, 2015
We’ve listed several of them on our Customer Experience Resources page, along with some downloads and other free resources to help you. This community of CX pros from around the globe provides tons of resources, educational opportunities, conferences, and more.
Customer Bliss
FEBRUARY 2, 2017
CCO Role CCO job description cx trends firing hiring hiring employees HR human resources job trendsI came across this article on Yahoo Finance a few days ago. It’s from PR Newswire and the title is “How Many Customer Experience Professionals Will Survive 2017?”
Heart of the Customer
JANUARY 4, 2017
Culture Customer Experience Interviews Minneapolis CX ResourcesA customer room is a fantastic way to communicate just what it’s like to be your customer. Jason Kapel of Prudential discussed their customer room at a CXPA meeting, and I asked him to share his experience with our readers. How did you come up with the idea of a customer room? I wanted to […].
mopinion
MAY 9, 2017
Default Blog digital customer experience research-insights resourcesBrought on by sharply heightened customer expectations and the rapid growth of digital channels and touchpoints, digital customer experience (CX) is exponentially shaping the strategy of many businesses today.
Tema Frank
JANUARY 7, 2015
Blog Customer Service / Customer Experience Interview Highlights #cx business strategy customer experience customer service hr human resources quotesIt has been another great year of interviewing inspiring experts on customer experience, online marketing, social media and business strategy on the Frank Online Marketing Show.
Tema Frank
FEBRUARY 8, 2015
Staff Satisfaction is Key To Customer Satisfaction You might think that Human Resources is getting kind of far from this blog’s original focus on online marketing strategy. Blog Book: PeopleShock Canada Customer Service / Customer Experience Frank Reactions Podcast Shows Strategies blog business business strategy culture customer service Edmonton hr human resources marketing small business staff turnover values
Heart of the Customer
JULY 27, 2017
Customer Experience CX vision ResourcesOne of the pleasures of my role is that I get to meet people new to customer experience (CX).
Tema Frank
SEPTEMBER 28, 2015
Human Resources Vice President, Marcie Kiziak, got a chance to test out her HR theories on how to improve staff morale and turn around a dysfunctional workplace. B2B Canada Frank Reactions Podcast Process Shows Strategies hr human resources leadership staff moraleShe was thrown into an industrial coatings company as an interim Operations VP … Continue Reading → The post 10 Steps To Improving Staff Morale, Quality & Profits appeared first on Frank Reactions.
360Connext
FEBRUARY 1, 2016
Blog Customer Engagement Customer Experience Featured culture hiring HR Human Resources leadershipEmployee engagement is a key driver in delivering great customer experiences. Without a dedicated and engaged workforce, customer complaints increase, loyalty decreases, and the company is less successful. And while it’s of course critically important to keep employees engaged and enthused about their work, it starts with who they are. Toxic people come in many forms, […].
Tema Frank
APRIL 6, 2015
Book: PeopleShock Customer Service / Customer Experience Frank Reactions Podcast Marketing Research Sales Shows Social Media Strategies Cirque du Soleil Diamond Resorts hr human resources Lou D'Angeli marketing Patrick Duffy staffAs I listened to Lou D’Angeli, Cirque du Soleil‘s Director of Marketing, Public Relations and Sales, talk at the recent Customer Experience Strategies Summit, two memories came to mind.
Tema Frank
FEBRUARY 3, 2015
B2B Blog Blog @fr Book: PeopleShock Customer Service / Customer Experience Frank Reactions Podcast Marketing Research Process Shows dream dream manager hr human resources jancoa mary miller quality respect staff… And They’ll Give The Gift of Service To Your Customers “Nobody dreams of being a janitor,” says Mary Miller, the CEO of the highly successful janitoral services company, Jancoa.
Dennis Snow
JANUARY 21, 2017
Commentary Guest Blogger Recommended Resources chip bell customer service kaleidoscope tips for better serviceCustomer service and business expert Chip Bell has long been an influence on my work. His many books and articles reflect a true understanding of what makes businesses and their customers tick. And I’m fortunate that we have become friends. I’m thrilled that he has a new book coming out February 14 – Kaleidoscope: Delivering Innovative […].
Heart of the Customer
SEPTEMBER 11, 2014
Customer Experience Resources You would think that the return on customer experience is obvious. A better customer experience improves loyalty, and loyalty means you can spend more time serving customers than chasing new ones, resulting in cost savings.
360Connext
JUNE 11, 2015
Human resources, now inundated with complaints and issues, doesn’t see things changing, either. Blog Customer Experience customer service Featured company culture HR Human Resources leadership linkedin Workplace CultureEver walk in on a couple who is in the middle of a fight?
Think Customers
OCTOBER 27, 2015
Unless you've been living under a rock, it's pretty obvious that marketing has become incredibly technology-focused. Instead of sending out batch and blast emails and conducting other random acts of marketing, marketers are increasingly exploiting the value of data-driven decision making to deliver more personalized communications and engage more effectively with customers.
Jacada
FEBRUARY 3, 2017
Most professionals operating in the Customer Experience (Cx) space are typically faced with these four primary challenges: Improve, enhance and optimize the entire Customer Experience. Reduce or mitigate business, brand, product and reputational risk. Improve business, commercial and financial performance. Read More. Jacada Blog
Tema Frank
FEBRUARY 3, 2015
B2B Blog Book: PeopleShock Customer Service / Customer Experience Frank Reactions Podcast Process Shows Strategies Attiyah blog book business business strategy customer service employees empowerment entrepreneur Fearless Front Line human resources interview management managers marketing Ray staff strategy
Kayako
NOVEMBER 4, 2015
Resources crisis delivering bad news webinarThe founders of Sorry ™ will be joining us on November 11 to present a webinar on how to prepare your company to weather a storm of customer complaints.
Tema Frank
OCTOBER 5, 2015
You wouldn’t expect a book called the Resource Management And Capacity Planning Handbook to be high on the reading list of someone interested in customer experience improvement. Customer Service / Customer Experience Frank Reactions Podcast Process Shows capacity planning human resource planning Jerry Manas PPM priorities project management resource management resource planning
Tema Frank
JULY 12, 2015
Blog Book: PeopleShock Customer Service / Customer Experience Retail Technology automation human resources people robots staff taylorMy first job, when I was 15, was helping out at a clothing store during a deep discount sale. I loved the idea of earning some money, but was less keen on having to stand in high heels for 8 … Continue Reading → The post As More Gets Automated, Is There Still A Role For People In Businesses? appeared first on Frank Reactions.
Heart of the Customer
DECEMBER 18, 2014
Customer Effort Customer Journey Map Resources Voice of the Customer Effort is the bane of your customer experience. Or, as I like to say, “ Thinking is bad.” ” But is customer effort the right measurement to use? First, an overview.
Natalie Petouhof
JUNE 16, 2016
Enterprise resource planning (ERP) within the cloud is the engine utilizing data produced on the plant floor to power manufacturers. Big Data Cloud Computing Technology The Cloud cloud cloud ERP consumer Customer Enterprise resource planning Manufacturer technology
Verint
APRIL 13, 2016
Enterprise Workforce Optimization Back-Office Operations Contact Centers Workforce Management Workforce Optimization Customer Service Customer Experience customer engagement optimization Schedule Flexibility Call Centers Enterprise Workforce Management resource sharing
Heart of the Customer
NOVEMBER 20, 2014
Customer Experience Customer Journey Map Resources This is a journey map rant. It’s time we stopped calling employee workshops, Post-It Notes charts and PowerPoint and Visio documents customer journey maps. And we need to realize that design matters.
INDUSTRY INSIGHTS YOUR PEERS ARE READING
55 
Let's personalize your content