Experience Matters

DECEMBER 18, 2014

I wrote this POST for the Customer Experience Professionals Association (CXPA) blog , but decided to also post it here because it’s an important message for all CX Professionals… As 2014 comes to an end, it’s a great time to reflect on where the CXPA is at in its evolution.

Customer Experience Professionals 265

Customer Experience Professionals Tools Groups Customer Experience 265

Experience Matters

OCTOBER 14, 2014

Related: State of CX Management, 2014 ). B2B CX Compelling Brand Values Customer experience Employee Engagement Purposeful Leadership Customer Experience Professionals Association CX Day CXPA MBUSA Mercedes Benz Steve Cannon' Alignment is well worth the investment of time.

Net Promoter Score 279

Net Promoter Score Employee Engagement Leadership B2B 279

ijgolding

OCTOBER 24, 2014

October 2014 was not the best day to be a shareholder of two of the world’s retail giants. I wrote about the ‘Bursting of the Tesco bubble’ in July 2014. Amazon is about long term relationships – with customers, employees and shareholders. The returns will come in time.

Retail 290

Retail Financial Report Customer Retention 290

Experience Investigators by 360Connext

OCTOBER 6, 2014

It’s one thing to hear customers are complaining about something, it’s another to stand there and hear the complaint directly. How can you get your organization to deliver an exceptional customer experience? Happy Customer Experience Day!

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

ijgolding

NOVEMBER 28, 2014

However, it is only a matter of time before a viral customer experience public relations disaster could hit any business…… and that leads me very nicely on to a story that might just be the next one to do it… Meet Maggie and David Wheeler. I think millions of UK citizens will join this conversation soon.

Social Media 318

Social Media Airlines Video Consumers 318

Bob Hayes

DECEMBER 29, 2014

I’ve counted the pageviews of each blog post for 2014 and present them here in my end-of-year summary. I was surprised that my blog post on the role of empathy in the customer experience received the most pageviews this year. blog posts for 2014 were: Got Empathy? : The top 10 B.O.B. They are interpreted by people.

Metrics 76

Metrics Net Promoter Score Data NPS 76

ijgolding

FEBRUARY 15, 2018

When the world’s first professional qualification in CX was launched by the Customer Experience Professionals Association (CXPA) in 2014, finally the profession was in a position to give CX Professionals the ‘earned authority’ they so richly needed.

Customer Experience Professionals 144

Customer Experience Professionals Training Customer Experience Meeting 144

ijgolding

OCTOBER 2, 2017

This post is part of the Customer Experience Professionals Association’s Blog Carnival celebrating customer experience. It’s part of a broader celebration of Customer Experience Day 2017. Check out posts from other bloggers at the blog carnival. And learn more about CX Day at: [link].

Customer Experience 158

Customer Experience Customer Experience Professionals Customers Customer Centricity 158

Customers That Stick

OCTOBER 6, 2014

CX Day is dedicated to celebrating customer experience and professionals who work in the customer experience field. CX Day is held on the first Tuesday of October, so this year it is being celebrated tomorrow, October 7, 2014.

Customer Experience Professionals 123

Customer Experience Professionals Brand Values Strategy Communication 123

ijgolding

SEPTEMBER 24, 2015

Last year, Nunwood’s UK analysis concluded that ‘Customer Excellence is here: it’s just not evenly distributed yet’. It was a sentiment I very much agreed with – you can read more about the 2014 results here. The 2015 results appear to go a step further.

Analysis 120

Analysis Omni-Channel Customer Experience Brands 120

CX Journey

AUGUST 16, 2017

It's been a year or more since I've written about the ROI of customer experience. Always good to revisit this topic because it is such a hot one for customer experience professionals. Nothing wrong with that! Executives want to see hard numbers about any investments they make.

Customer Experience 142

Customer Experience ROI Airlines Comparison 142

ijgolding

SEPTEMBER 29, 2015

The 2015 UK Customer Experience Awards was a HUGE event. As I said in 2014, it will not be long before they have to book Wembley Stadium to hold the hundreds and thousands of professionals who want to recognise the efforts of individuals, teams and companies in delivering better Customer Experiences.

Customer Experience 120

Customer Experience Customer Experience Professionals Customer Journeys Customer Centricity 120

Customer Bliss

MAY 4, 2017

Prior to joining Concur, Tabitha built and led the Customer Insights practice for Citrix as the Managing Director of Customer Insights and developed the CX programs for the Healthcare division of Philips as thecGlobal Director of Customer Experience. Some Background On Tabitha’s Career.

Leadership 160

Leadership Customer Experience Customer Journeys Net Promoter Score 160

Comm100

MARCH 8, 2017

Follow Martins on Twitter to see why he was named one of The Huffington Post’s Top 100 Customer Service Management Experts. Jeanne Bliss is the Founder and President of CustomerBliss , and the Co-Founder of The Customer Experience Professionals Association. Jeanne Bliss. JeanneBliss. Andrew Neff. AndrewinContact.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

Experience Matters

MAY 12, 2015

The research also shows that customer experience maturity correlates to financial results. Temkin Group’s Customer Experience Maturity Model uses six stages of CX maturity based on the four customer experience core competencies.

Report 120

Report Customer Connectedness Management Effort Score 120

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. In 2014, the CXPA launched the first ever Professional Qualification in CX – yes….that professional qualification.

Customer Experience 120

Customer Experience Customer Experience Professionals Customer Centricity Government 120

Forrester

SEPTEMBER 29, 2014

There''s something extra cool about a brand that''s been around since 1864, and yet runs neck-and-neck with Amazon in our UK customer experience rankings.

Multi-Channel 99

Multi-Channel Customer Experience Retail Omni-Channel 99

CX University

OCTOBER 12, 2021

PHILADELPHIA, PA – October 12, 2021 – The Customer Experience Professionals Association (CXPA) updated their professional certification exam (CCXP) on October 5, 2021 and CX University’s (CXU) online courses are congruent with the new exam content domains.

ROI 98

ROI Course Analysis Customer Experience Professionals 98

Forrester

OCTOBER 15, 2014

Last week I posted part 1 of Forrester''s customer experience Q&A with Olivier Mourrieas of E.On, one of the world's largest investor-owned electric utility service providers. This week I''m posting part 2 of Olivier''s answers, in which he tells us the tangible business results that the E.On CX program has achieved.

Customer Experience 88

Customer Experience ROI Customer Experience Professionals Financial 88

Vonage

SEPTEMBER 5, 2016

The whitepaper “Why Silos Damage Customer Experience” , from Amy Scott, Director of Sedulous Consulting, looks at the impact silo mentality is having on customer experience. How businesses in Australia are losing $11bn a year due to poor customer service – a 38% increase from 2014 (INFOGRAPHIC).

Customer Experience 120

Customer Experience Infographics Customer Experience Professionals Poor Customer Service 120

Forrester

OCTOBER 10, 2014

to speak at Forrester''s Forum for Customer Experience Professionals EMEA in London on November 17 and 18, 2014. And even though utilities don''t exactly captivate their customers, E.On But the reality is that focusing on CX can also do a lot for less sexy industries.

Customer Experience 87

Customer Experience Automotive Fashion Advertising 87

Experience Investigators by 360Connext

MARCH 24, 2015

It’s vital to get rid of acronyms and business speak so it doesn’t sneak into customer service conversations, sales calls, or customer conversations, because it inevitably will! Improving customer experience starts with a commitment to change the culture. curtis kopf (@ckopf1) March 20, 2014.

Customer Journeys 110

Customer Journeys Customer Experience Conference Social Media 110

ijgolding

MARCH 31, 2017

In fact, one of my most read posts is a review I conducted in 2014, comparing the airlines Emirates and Etihad. So when my friend and fellow CCXP (Certified Customer Experience Professional), Mike Bartlett sent me his own story comparing Delta and Virgin, I felt that others needed to read it too!

Comparison 120

Comparison Customer Experience Airlines Travel 120

CX Journey

MAY 12, 2016

Know the difference, especially when customer experience professionals talk about the importance of empathy to the customer experience. In 2014, Bruce Temkin noted that empathy would be the CX word of the year. "I'm sorry you're in pain."

Insurance 80

Insurance Customer Experience Professionals Meeting Customer Experience 80

PeopleMetrics

MAY 4, 2017

Over 150 customer experience professionals completed a PeopleMetrics online assessment about the presence, or absence, of customer-centric practices in their organizations. However, one exception to this stagnation in activities exists: the practice of customer journey mapping.

Customer Journeys 91

Customer Journeys Banking Chief Customer Officer Touchpoint 91

CX Journey

JANUARY 27, 2015

Image courtesy of cgrantham Today''s post is a modified version of a post I originally wrote for Confirmit in September 2014. 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.

B2C 80

B2C B2B Voice of Customer Customer Voice 80

Kustomer

AUGUST 26, 2022

Crack the Customer Code. Started in 2014, Crack the Customer Code’s podcast is dedicated to helping business owners and customer-facing professionals enhance their business strategies for greater CX. Learn Customer Service Secrets on the Kustomer Podcast.

Customer Experience 95

Customer Experience Chief Customer Officer Competitive Advantage Hospitality 95

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

Maru/HUB

JANUARY 17, 2018

MarketsandMarkets forecast the global customer experience management (CEM) market to grow from $3.77 billion in 2014 to $8.39 billion by 2019, the customer analytics market from $1,623.2 In recent years, we have witnessed a huge transformation in customer experience and the evolution is set to continue in years to come.

Customer Experience 106

Customer Experience CEM Omni-Channel ROI 106

Horizon CX

DECEMBER 31, 2018

Year-end has always been a time for personal reflection for me and as 2018 ends in just a few hours, I am inspired to share the following thoughts around Customer Experience both in reflection of the year just about to end and the one just about to begin. With that in mind, I offer the following observations and insights.

Customer Journeys 100

Customer Journeys Chief Customer Officer NPS Consulting 100

Customer Interactions

JULY 7, 2015

For customer experience professionals, the saying should be, “never presume to understand a customer until you’ve walked a mile in their shoes.” This week’s CX Buzz of the Week is all about customer journey mapping. It’s not enough to ask customers a few questions or make an educated guess about what they want.

Customer Journeys 28

Customer Journeys Customer Experience Professionals Interaction Customer Experience 28

Customer Bliss

MARCH 30, 2017

A look inside the Wendy’s customer experience lab outside of Columbus, OH. When Wendy’s did their customer experience lab, they staffed it with engineers, customer experience professionals, and user experience professionals. ” The Humana customer experience lab.

Customer Experience 100

Customer Experience Banking Net Promoter Score Call Center 100

Oracle

APRIL 11, 2018

Des gave an inspiring outlook for all customer experience professionals. “A survey of 350 customer experience professionals revealed 65% feel ready to drive CX innovation but over 50% are concerned their competitors are doing it better.” A strong customer viewpoint. He’s not wrong.

Self Service 40

Self Service Customer Experience Professionals CRM Sales 40

Smith+co CX

MARCH 20, 2014

As marketing and customer experience professionals we need to be aware of the possibilities offered by the latest concepts, yet still apply the age-old principles of good business. Focus on your customer, what they value and how they wish to buy and be there for them. copyright Smith+Co 2014.

Multi-Channel 51

Multi-Channel Customer Experience Hotels Customer Journeys 51

Bob Hayes

MARCH 28, 2015

The Hottest Skill on LinkedIn in 2014: Statistical Analysis and Data Mining. LinkedIn found that statistical analysis and data mining was the hottest skill in 2014 (see Figure 1). In a recent study , I found that customer experience professionals had difficulty estimating size of customer segments based on customer survey metrics.

Analytics 40

Analytics Analysis Customer Experience Professionals Data 40

Michel Falcon Experience

OCTOBER 21, 2015

Here is a short list of great customer experience events from around the world. . The IQPC hosts several premium customer experience and customer service events around the world. CXPA is a leading association for customer experience professionals, hosting events for both members and non-members.

Strategy 68

Strategy Customer Experience Net Promoter Score NPS 68

Customer Guru

MARCH 7, 2018

Devika Vittal is the Director of Customer Experience at UAE Exchange. She is a seasoned customer experience professional with a demonstrated history of working in the financial services industry. Her expertise in this space helped UAE Exchange win two Customer Experience Benchmarking Index Awards for 2014.

Customer Experience 60

Customer Experience Customer Centricity Leadership Innovation 60