ijgolding

SEPTEMBER 29, 2015

However, for one group of Professionals in the UK, September now offers a completely different and more exciting prospect. September is the month where Customer Experience in the UK is celebrated – and celebrated in style. The 2015 UK Customer Experience Awards was a HUGE event.

Customer Experience 120

Customer Experience Customer Experience Professionals Customer Journeys Customer Centricity 120

ijgolding

SEPTEMBER 24, 2015

Last year, Nunwood’s UK analysis concluded that ‘Customer Excellence is here: it’s just not evenly distributed yet’. The 2015 results appear to go a step further. It is what customers experience. Empathy – Achieving an understanding of the customer’s circumstances to drive deep rapport. Powerful stuff.

Analysis 120

Analysis Omni-Channel Customer Experience Brands 120

Experience Matters

MAY 12, 2015

We just published a Temkin Group report, The State of the CX Management, 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. This year we found an abundance of CX ambition and activity.

Report 120

Report Customer Connectedness Management Effort Score 120

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'

Customer Experience Professionals 265

Customer Experience Professionals Tools Groups Customer Experience 265

Kerry Bodine

JUNE 20, 2015

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. Customer Success Association’s Customer SuccessCon East.

Conference 120

Conference CEM Customer Experience Professionals Contact Center 120

ijgolding

FEBRUARY 3, 2016

I want to start my inaugural exclusive column for MyCustomer by stating how very proud I am to call myself a customer experience professional! There is still a band of people who do not consider customer experience to be a ‘profession’ at all. You can find the original article here.

Customer Experience 120

Customer Experience Customer Experience Professionals Travel Study 120

Forrester

OCTOBER 7, 2015

In April 2015 , we started a conversation about what is different between business-to-consumer (B2C) and business-to-business (B2B) customer experience (CX).

B2B 40

B2B Customer Experience Professionals Customer Experience B2C 40

Experience Matters

DECEMBER 15, 2015

In my post last year I named 2015 “ The Year of Employee.” As you can see in our video Driving CX Transformation , customer-centric culture requires mastering four CX core competencies : Purposeful Leadership , Compelling Brand Values , Employee Engagement , and Customer Connectedness. See the 2015 Temkin Effort Ratings.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

Kerry Bodine

FEBRUARY 6, 2017

Here are three lessons that marketers and customer experience professionals (and the advertising agencies they turn to for advice) still need to learn: Stress test your friggin website! A couple of years ago I wrote, “ 2015 was the year of the Super Bowl hashtag.

Social Media 120

Social Media Advertising Customer Experience Professionals 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

Kayako

AUGUST 7, 2015

Jeanne Bliss is the Founder and President of CustomerBliss , and the Co-Founder of The Customer Experience Professionals Association.

Chief Customer Officer 120

Chief Customer Officer Roadmap Leadership Customer Experience Professionals 120

Alida

JUNE 16, 2016

Here are our top seven reasons: She pioneered the emergence of the chief customer officer role. In fact, her first book, Chief Customer Officer: Getting Past Lip Service to Passionate Action , published in 2006, explored this new C-suite position. The long list of CustomerBliss clients include Adobe, Zappos and Brooks Brothers.

Chief Customer Officer 100

Chief Customer Officer Customer Centricity Customer Experience Professionals Leadership 100

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. It is because to become a CCXP you MUST possess the knowledge AND experience of utilising and applying a set of core competencies.

Customer Experience 120

Customer Experience Customer Experience Professionals Customer Centricity Government 120

Customer Bliss

JULY 4, 2017

Mark Slatin is the Director of Client Experience for Sandy Spring Bank. They won CX Innovation Awards in both 2015 and 2016, so he seemed like a great person to bring on and discuss what he’s doing with his team — and how/why. Episode Overview. About Mark.

Banking 143

Banking Leadership Net Promoter Score Customer Journeys 143

ijgolding

SEPTEMBER 21, 2015

Continuous professional development never ends!! It is therefore of great value to me and all other Customer Experience Professionals that we are able to continually learn from each other – those who have been plying their trade for many years, as well as those who have only been in the thick of it more recently.

Brands 120

Brands Customer Experience Chief Customer Officer Airlines 120

ijgolding

FEBRUARY 4, 2016

How do you become a Customer Experience Professional? I think it is fascinating to understand how people end up doing something like CX…… and so I am absolutely delighted to share with you one professionals story in this post. back in August 2015 and passed – Wow, do I really know about this stuff?!!

Customer Experience Professionals 120

Customer Experience Professionals Tourism Training Customer Experience 120

Experience Investigators by 360Connext

MARCH 24, 2015

Mike Zarin (@zarin) March 24, 2015. Leaders often not aligned: what they want for the customer. via Gina Bhalwalker @scottrade #ngce — Jeannie Walters (@jeanniecw) March 23, 2015. Other topics that dominated included the challenges around multi-channel, “nomadic” customers and how difficult it is to understand them.

Customer Journeys 110

Customer Journeys Customer Experience Conference Social Media 110

Experience Investigators by 360Connext

APRIL 6, 2015

That choice even makes the longer drive to the Safari Park a part of the customer’s expectation. Kaisa Ilola (@KaisaIlola) March 25, 2015. With 15+ years of experience in the CX field, Tabitha also. serves as a CX Expert with the Customer Experience Professionals Association and is.

Customer Experience 110

Customer Experience Conference Customer Experience Professionals Roadmap 110

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. Sprout Social (@SproutSocial) July 22, 2015. I’m lucky to have some conversations with smart people all across my industry.

Net Promoter Score 110

Net Promoter Score Effort Score Metrics Comparison 110

CX Journey

JANUARY 6, 2015

And while looking ahead is an important part of planning, there''s also a lot of value in taking the opportunity to stop, reflect, and look back on: what was on our to-do list for the year what we accomplished what we did not accomplish where we''ve been where we are now Having said that, here are some of my thoughts on customer experience in 2015.

Employee Engagement 80

Employee Engagement Trends Employee Experience Customer Experience Professionals 80

ijgolding

NOVEMBER 24, 2015

In 2015 alone, I have visited 20 countries in Europe, Africa and Asia. In all cases, I have been asked to work with; talk to; teach; cajole; people from the C-suite to the front line; in understanding the importance of Customer Experience. It is not a right to have customers.

Customer Experience 120

Customer Experience Customer Experience Professionals Airlines Consumers 120

ijgolding

SEPTEMBER 30, 2014

In 2010, I was incredibly lucky to lead the team that won a first UK Customer Experience Award for Shop Direct Group. In 2011 I was humbled to see a member of my team win an award for Young UK Customer Experience Professional of the Year. As long as they do come back – that is the point.

Customer Experience 255

Customer Experience Groups Transportation Financial 255

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 serves on the BoD for the Council of Better Business Bureaus and the Society of Consumer Affairs Professionals. Annette Franz.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

CX University

OCTOBER 22, 2020

Since 2015, CXU has been a Recognized Training Provider by the Customer Experience Professionals Association. CXU and PXA build mastery in their respective disciplines which leads to professional certification as a Customer or Patient Experience Specialist (CXS or PXS).

Gamification 64

Gamification Course Customer Experience Professionals Leadership 64

Customer Interactions

OCTOBER 6, 2015

As the website [cxday.org] says, CX Day is a global celebration of the companies and professionals that create great experiences for their customers put on by the Customer Experience Professionals Association (CXPA).

Customer Experience Professionals 28

Customer Experience Professionals Customer Experience Company Customers 28

ijgolding

OCTOBER 3, 2016

What is fascinating about the questions I am asked, is that more often than not, most organisations have started their journey to becoming Customer Centric. Starting an organisations Customer Experience transformation is hard – something I have written about in the past.

Customer Centricity 263

Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

TechSee

JUNE 16, 2022

His YouTube channel is a fantastic source of inspiration about customer experience and customer centricity in a digital world. Brad was the founding partner and former CEO of the International Customer Management Institute (ICMI) and remains a senior advisor today. Jeanne Bliss, Founder and CEO at Customer Bliss.

Customer Service 252

Customer Service Contact Center Chief Customer Officer Call Center 252

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 serves on the BoD for the Council of Better Business Bureaus and the Society of Consumer Affairs Professionals. Annette Franz.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Customer Bliss

OCTOBER 31, 2017

She was given the opportunity to begin a formal Client Experience program in 2015 and has been successful in building the foundation and creating momentum to evolve and expand the program in just two short years. Anne has an MBA from Texas A&M International University and a BBA from Texas Tech University.

Customer Experience 0

Customer Experience Chief Customer Officer Analysis Communication 0

ijgolding

OCTOBER 21, 2014

The quote is in fact the very first line of the executive summary of this years Nunwood UK Customer Experience Excellence Report – a report that should be essential reading for any customer experience professional in the UK.

Report 229

Report Customer Experience Customer Centricity Fashion 229

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

Tricia Morris

DECEMBER 18, 2015

. • Sumair Dutta: The Service Council Chief Customer Officer and Former Aberdeen Customer Experience Analyst. Annette Franz: Certified Customer Experience Professional, CX Journey Author and CXPA Board Member. Nancy Friedman: Customer Service Keynote Speaker and Trainer. •

Trends 40

Trends Chief Customer Officer Customer Service eBook 40

ijgolding

JANUARY 4, 2017

When it comes to the world of Customer Experience, business people and Customer Experience Professionals all around the world will be thinking of and dreaming about, a more customer centric 2017. Let me take you through them one by one: Collaboration, collaboration, collaboration!

Customer Experience 148

Customer Experience Customer Centricity Customers Government 148

CX Journey

MAY 7, 2015

I'm blogging again today (note: I wrote this yesterday but didn't get a chance to publish it) from the Customer Experience Professionals Insight Exchange in beautiful San Diego, CA. You can find out by checking out the 2015 Temkin Experience Ratings , which are available free on TemkinRatings.com.

Customer Experience 80

Customer Experience Hotels Insurance Effort Score 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

Forrester

MAY 2, 2015

And that means it's time to announce the confirmed list of speakers for our biggest event of the year: Forrester's Forum For Customer Experience Professionals in New York (CXNYC), June 16th and 17th. Because CXNYC 2015 is all about transformation. Even here in Boston, the bloom is on the forsythia -- finally.

Guest Experience 40

Guest Experience Hotels Customer Experience Professionals Innovation 40

CSM Magazine

JANUARY 4, 2016

has announced that it has been named a 2015 CX Impact Award winner. The program is sponsored by the Customer Experience Professionals Association (CXPA), a global non-profit organization dedicated to the advancement and cultivation of the customer experience profession. Verint Systems Inc.

Customer Experience 40

Customer Experience Customer Journeys Exercises Customer Experience Professionals 40