ijgolding

NOVEMBER 17, 2016

Align with HR – sometimes we get so focussed on customers that we forget one of the golden rules: the internal experience determines the external experience. IG: Experience, experience, experience. This post originally appeared on the CXPA Blog on November 10, 2016.

Customer Experience Professionals 120

Customer Experience Professionals Customer Experience Customer Centricity Customers 120

Experience Matters

DECEMBER 15, 2015

In my post last year I named 2015 “ The Year of Employee.” With this post, I’m declaring 2016 “ The Year of Emotion.”. We saw a surge of interest in the topic of culture in 2015, and we expect even more executives to begin the long-term journey of culture change in 2016. Effort Metric Expanding. CX Profession Maturing.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

ijgolding

OCTOBER 3, 2016

Enough customer personas have been created by businesses to launch a new country! Customer focused measures are built into performance objectives and bonus schemes, whilst communication, employee engagement and learning & development activity keeps an army of Customer Experience ‘people’ busy.

Customer Centricity 263

Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

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

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. It's real, and your employees matter!

Engagement 154

Engagement Strategy Customer Experience Customer Journeys 154

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