Kerry Bodine

JANUARY 13, 2016

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 SuccessCon West 2016. January 14, 2016.

CEM 120

CEM Conference Customer Experience Professionals Contact Center 120

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 Europe.

Conference 120

Conference CEM Customer Experience Professionals Contact Center 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

Experience Matters

APRIL 18, 2016

In a recent speech I gave at the Customer Experience Professionals Association (CXPA.org) CustomerSpark event in Dallas, I talked about the importance of focusing on emotion. Give that we’ve called 2016 “The Year of Emotion,” this is a popular topic for Temkin Group.

Video 120

Video Customer Experience Professionals Groups Customer Experience 120

Experience Matters

APRIL 19, 2016

In a recent Customer Experience Professionals Association (CXPA.org) CustomerSpark event in Dallas, I spoke about the importance of focusing on emotion. Give that we’ve called 2016 “The Year of Emotion,” this is a popular topic for Temkin Group.

Video 120

Video Customer Journeys Customer Experience Professionals Groups 120

Experience Matters

APRIL 15, 2016

In a recent speech I gave at the Customer Experience Professionals Association (CXPA.org) CustomerSpark event in Dallas, I talked about the importance of focusing on emotion. Give that we’ve called 2016 “The Year of Emotion,” this will be a popular topic for Temkin Group this year.

Video 120

Video Customer Experience Professionals Groups Customer Experience 120

Experience Matters

APRIL 7, 2016

In a recent speech I gave at the Customer Experience Professionals Association (CXPA.org) CustomerSpark event in Dallas, I talked about the importance of focusing on emotion. Give that we’ve called 2016 “The Year of Emotion,” this will be a popular topic for Temkin Group this year.

Video 120

Video Customer Experience Customer Experience Professionals Groups 120

Experience Matters

MARCH 21, 2016

In a recent speech I gave at the Customer Experience Professionals Association (CXPA.org) CustomerSpark event in Dallas, I talked about the importance of focusing on emotion. Give that we’ve called 2016 “The Year of Emotion,” this will be a popular topic for Temkin Group this year.

Connections 120

Connections Video Customer Experience Professionals Groups 120

ijgolding

APRIL 5, 2016

There is no better way to bring to life what I am describing than the experience I had the pleasure of enjoying last week. Thursday 31st March 2016 was the day that saw the first ever European Members Insight Exchange of the Customer Experience Professionals Association (CXPA). It is really quite remarkable.

Customer Experience 120

Customer Experience Customer Experience Professionals Hotels Customers 120

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. During 2016, I did at times feel like a stuck record (remember those!), Education, education, education!

Customer Experience 148

Customer Experience Customer Centricity Customers Government 148

ijgolding

OCTOBER 3, 2016

Aligning what the customer wants to what the business wants will then give your organisation a chance to piece all of its valuable activity together to get to the ultimate prize – an embedded Customer Centric culture. I am immensely proud to be part of a wonderful community of committed, passionate, driven professionals.

Customer Centricity 263

Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

Heart of the Customer

NOVEMBER 12, 2019

Successful customer journey maps drive customer-focused change like improving customer experience, developing a new way to deliver value to customers, or reducing the cost to serve current customers. The reason? A lack of action […].

Customer Journeys 114

Customer Journeys Customer Experience Professionals Study Customers 114

Alida

MARCH 10, 2017

In fact, customer needs should come before the demands of shareholders. Twitter, according to Solis, demonstrates what happens when you ignore customers. Instead, in 2016, the company launched live-streaming and “Moments” —features that were low on users’ wish lists. Twitter lost its way and CX suffered,” says Solis.

Customer Experience 196

Customer Experience Net Promoter Score Effort Score Chief Customer Officer 196

Experience Matters

OCTOBER 7, 2015

Yesterday was a great day, as Temkin Group joined customer experience professionals around the world in celebrating Customer Experience Day 2015. Video: Customer Experience Matters. The bottom line : Already looking forward to the next CX Day on October 4, 2016.

Customer Experience 120

Customer Experience Infographics eBook Customer Experience Professionals 120

Beyond Philosophy

JANUARY 7, 2016

Whilst emotions are important and account for over 50% of a Customer Experience, understanding how to stimulate and evoke emotions at the subconscious and psychological level is the latest thought leadership in our field. Predictive analytics are key to improving Customer Experience in 2016. My Prediction .

Employee Engagement 60

Employee Engagement Insurance Exercises Analytics 60

Beyond Philosophy

JANUARY 7, 2016

Whilst emotions are important and account for over 50% of a Customer Experience, understanding how to stimulate and evoke emotions at the subconscious and psychological level is the latest thought leadership in our field. Predictive analytics are key to improving Customer Experience in 2016. My Prediction .

Employee Engagement 60

Employee Engagement Insurance Exercises Analytics 60

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

ijgolding

SEPTEMBER 30, 2014

The great news is that the BELIEF in customer experience is not diminishing – it is growing – every year – and that leads me nicely on to my next learning… GROWTH . As I have already alluded – the 2014 UK Customer Experience Awards were the biggest ever.

Customer Experience 255

Customer Experience Groups Transportation Financial 255

Kerry Bodine

JANUARY 4, 2017

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. March 6 – 8, 2016. IQPC’s CX Exchange Retail.

CEM 120

CEM Conference Chief Customer Officer Customer Experience Professionals 120

Alida

JUNE 16, 2016

A thought leader in CX even before this practice became mainstream , Bliss is an author and a rexpected expert on customer-centric leadership. As we recently announced, Bliss is one of the keynote speakers at the upcoming 2016 Customer Intelligence Summit in Chicago. Her blog is widely recognized as one of the top blogs on CX.

Chief Customer Officer 100

Chief Customer Officer Customer Centricity Customer Experience Professionals Leadership 100

Alida

APRIL 26, 2018

According to CMO.com way, back in 2016, 63% percent of CEOs saw rallying their organizations around the customer as one of the top three investment priorities for the year. Today, customer centricity, or some notion thereof, has become the strategic posture of almost every profitable company in existence.

Customer Centricity 133

Customer Centricity Analytics Study Customer Experience Professionals 133

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. This helped them win the 2016 CX Innovation award. (I Episode Overview. About Mark.

Banking 143

Banking Leadership Net Promoter Score Customer Journeys 143

iPerceptions

FEBRUARY 12, 2016

There's no shortage of customer experience focused conferences and in 2016 it is going to be no different. These events offer boundless opportunities for networking, discovery and communication.

Conference 48

Conference Customer Experience Customer Experience Professionals Customers 48

ijgolding

JANUARY 24, 2017

It has also been evident for many years that the region has been increasingly focused on delivering great customer service – not just a great product. Thus, the term ‘customer service’ is not new. Yet despite this, a demonstrable understanding and application of Customer Experience has not been as obvious.

Customer Experience 120

Customer Experience Transportation Banking Customer Journeys 120

Tricia Morris

JANUARY 4, 2016

A new year brings resolutions to change or improve in ways that matter, and for brands and organizations, customer service is always a key focus. I don’t think that this endeavor will be completed in 2016, but those who have bought in to the importance of service will look to: 1. Why Will This Have an Impact in 2016? “A

Trends 40

Trends Customer Service Chief Customer Officer Self Service 40

Tricia Morris

DECEMBER 18, 2015

Jeanne Bliss: Chief Customer Officer Author and CXPA Co-founder. 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.

Trends 40

Trends Chief Customer Officer Customer Service eBook 40

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

ijgolding

NOVEMBER 24, 2015

In 2016, I am already scheduled to work in North America and the Middle East as well as continuing my efforts in Europe and Africa. 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.

Customer Experience 120

Customer Experience Customer Experience Professionals Airlines Consumers 120

Think Customers

DECEMBER 15, 2015

One of the undisputed thought leaders in the customer experience space is Bruce Temkin, customer experience transformist and managing partner at Temkin Group as well as co-founder and initial chairman of the Customer Experience Professionals Association (CXPA). 1to1Media.com/weblog.

Connections 60

Connections Customer Experience Customer Experience Professionals Trends 60

CX Journey

MAY 24, 2017

It appeared on their blog on August 29, 2016. Quite simply: without employees, you have no customer experience. The linkage between employee engagement and experience and the customer experience has been proven. I originally wrote today's post for Clicktools. It's real, and your employees matter!

Engagement 154

Engagement Strategy Customer Experience Customer Journeys 154

ijgolding

JUNE 25, 2017

When I first conceived the idea for the article I wrote in my exclusive CustomerThink column in October 2016, I did not think I would be able to continue writing about the subject matter, seven months later! Customer experience professionals need to be able to use every tool in their armoury to make these words a reality.

Customer Centricity 128

Customer Centricity Culture Customer Experience Professionals Case Study 128

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. Find out more by downloading our whitepaper ‘Why silos damage customer experience’ by Amy Scott, Director of Sedulous Consulting.

Customer Experience 120

Customer Experience Infographics Customer Experience Professionals Poor Customer Service 120

CSM Magazine

DECEMBER 14, 2015

Temkin Group, a leading customer experience firm, has published its annual list of customer experience trends. As a part of these publications, Temkin is calling 2016 “The Year of Emotion.” ” Here are the 10 customer experience trends to watch in 2016: 1.

Trends 40

Trends Customer Journeys Customer Experience Contact Center 40

Tricia Morris

JANUARY 11, 2016

We’ve all heard the saying “customer service is the new marketing,” but with 89% of companies expected to compete mostly on the basis of customer experience in 2016 (compared to just 36% in 2010)*, it’s not just marketing where customer service makes an impact. Beyond Knowledge: Insights.

Trends 40

Trends Customer Service Chief Customer Officer CRM 40

ShepHyken

AUGUST 8, 2016

Each week I read a number of customer service articles from various online resources. Five Questions Customer Experience Professionals Are Asking Today by Michael Hinshaw. McorpCX) Everyone is talking about customer experience. Here are my top five picks from last week. Follow on Twitter: @Hyken .

Net Promoter Score 48

Net Promoter Score Infographics Customer Service Loyalty Programs 48

Customer Bliss

FEBRUARY 2, 2017

It’s from PR Newswire and the title is “How Many Customer Experience Professionals Will Survive 2017?” If anything, most companies (enterprise, mid-size, and SMB) are hiring more customer experience professionals. I came across this article on Yahoo Finance a few days ago.

Infographics 100

Infographics Customer Experience Professionals NPS Leadership 100

Customer Bliss

FEBRUARY 2, 2017

It’s from PR Newswire and the title is “How Many Customer Experience Professionals Will Survive 2017?” If anything, most companies (enterprise, mid-size, and SMB) are hiring more customer experience professionals. I came across this article on Yahoo Finance a few days ago.

Infographics 100

Infographics Customer Experience Professionals NPS ROI 100