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

Lumoa

JANUARY 19, 2023

Whether your company is using the Balanced Scorecard , OKRs (Objectives and Key Results), SMART , or simple KPIs , this will help you align the work of your future customer experience department to goals everyone in the company cares about. Build this aspect into your processes.

Customer Experience 221

Customer Experience Net Promoter Score How To Customer Journeys 221

Horizon CX

OCTOBER 3, 2020

That certainly, and especially, includes being skilled and competent at the management of Customer Experience (CX). Governance structures can and should be established as a foundation to both designing and creating desired customer experiences as well as handling the resulting feedback that invariably customers will provide.

Customer Journeys 130

Customer Journeys Net Promoter Score Effort Score Survey 130

ClearAction

MARCH 22, 2024

CX is a Team Sport: 2 Surprising Views Lynn Hunsaker CX is a Team Sport was the CX Day 1 theme in 2021, celebrating the 10th anniversary of the Customer Experience Professionals Association. Camaraderie within the Customer Service (or Success) department is another way CX is a Team Sport. Maximize insights usage rates.

Sports 62

Sports Chief Customer Officer Conference Customer Centricity 62

Customer Guru

AUGUST 8, 2018

Adam is a globally recognized expert on customer experience. He is the co-founder and director of Genroe, a consultancy that specializes in Net Promoter®, customer feedback management, data analysis, and customer experience management. Bruce is widely regarded as a customer experience visionary.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

Lumoa

OCTOBER 24, 2023

This article addresses the importance of happiness in customer experience, explains how happiness can drive growth and become a competitive advantage, and is inspired by the fireside chat “How can we use the science of happiness in CX?”

Competitive Advantage 195

Competitive Advantage Customer Experience Net Promoter Score Effort Score 195

Beyond Philosophy

MARCH 19, 2020

Moreover, Forrester said that one in four people in the Customer Experience industry would lose their jobs this year. We realized that we needed to make a more reliable connection between how having a customer-centric culture that puts the customers’ needs first leads to customer-driven growth.

Trends 192

Trends Net Promoter Score Effort Score ROI 192

Experience Investigators by 360Connext

MAY 17, 2018

The Customer Experience Professionals Association (CXPA) 2018 Insight Exchange offered CX experts and professionals of all kinds, various titles and comfort levels a few days to learn, connect and get inspired. They’re focusing on root cause analysis to ensure the molehills don’t become mountains.

Leadership 162

Leadership Culture Customer Experience Professionals Customer Centricity 162

Customer Guru

AUGUST 21, 2018

The CXPA Board of Directors member has expertise in ’embedding customer experience DNA in company culture’ – she has successfully led company-wide customer experience at Applied Materials. Maurice is the ex-Vice President, Customer Experience of HP and author of four best-selling books on customer-centric strategy.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

SurveySparrow

JUNE 21, 2023

Next, it’s essential to develop a deep understanding of customer needs, desires, and preferences. Hence, this can be achieved through methods like customer interviews, surveys, and analysis of customer behavior data. The more detailed the customer insights, the more effective the CX strategy will be.

Consulting 52

Consulting Metrics Customer Journeys Customer Experience 52

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. His Customer Insight work is focused on developing innovative segmentation, targeting, analysis, and measurement solutions.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ClearAction

JANUARY 6, 2021

Leading indicators are identified by conducting (1) key driver analysis (also known as correlation analysis) with your index (e.g. 11) Start expecting everyone to align to customers. 11) Start expecting everyone to align to customers. 13) Stop obsessing about customer journey maps.

Tips 77

Tips Customer Experience Net Promoter Score Customer Journeys 77

GetFeedback

DECEMBER 2, 2019

Losing that 3% of customers who spend 15% more than other customers may mean millions of dollars in many industries. You must do the math to show why keeping customers satisfied, and measuring that consistently, is critical to successful outcomes for the overall business. Understand and track your CSAT score .

ROI 195

ROI Customer Satisfaction How To Effort Score 195

CX Journey

MARCH 8, 2017

Sadly, this is a concept that voice of the customer and customer experience professionals are quite familiar with. When these professionals continue using the same tools and the same processes over and over again, yet find they're not making any progress, well, that's customer experience insanity.

Analysis 145

Analysis Analytics Customer Experience Professionals Tools 145

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. His Customer Insight work is focused on developing innovative segmentation, targeting, analysis, and measurement solutions.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

CSM Magazine

MAY 19, 2023

AI can facilitate personalized and timely interactions, leading to improved customer engagement. This involves prioritizing customer needs and preferences. By focusing on providing value to customers, companies can foster long-term relationships, improve customer satisfaction, and drive business growth.

Customer Journeys 52

Customer Journeys Customer Experience Net Promoter Score Effort Score 52

GetFeedback

AUGUST 14, 2019

But I see a place for Customer Satisfaction Score (CSAT), based on organizational goals, resources, and structure. Customers and their experiences are complex and nuanced, so there’s no perfect metric. So consider CSAT as one of many tools available to help you improve your customer’s experience. .

Metrics 273

Metrics Customer Journeys How To Customer Satisfaction 273

Comm100

APRIL 26, 2020

With this in mind, we sat down with Nate Brown , CEO of Officium Labs and the Co-founder of CX Accelerator , a community and resource hub for Customer Experience professionals. We picked his brains for the very-best CX tips, predictions and expert analysis. I believe most companies truly want to be customer-centric.

Omni-Channel 130

Omni-Channel Culture Customer Centricity Self Service 130

DCX

SEPTEMBER 10, 2024

Fast, Decisive Decision-Making: Crises move fast, and you need a leader who can make decisions quickly—without getting stuck in analysis. Clear Communication: Leaders ensure everyone is on the same page, whether it’s the team, leadership, or customers. Sentiment Analysis: What Are People Saying About You?

Net Promoter Score 52

Net Promoter Score Social Media Effort Score Analysis 52

DCX

SEPTEMBER 10, 2024

Fast, Decisive Decision-Making: Crises move fast, and you need a leader who can make decisions quickly—without getting stuck in analysis. Clear Communication: Leaders ensure everyone is on the same page, whether it’s the team, leadership, or customers. Sentiment Analysis: What Are People Saying About You?

Net Promoter Score 52

Net Promoter Score Social Media Effort Score Analysis 52

Alida

AUGUST 8, 2016

A key role for researchers is to translate business problems into research questions, and to translate these questions into customer language, and then translate the words of customers into business insights that decision makers can utilize. The same translation/analysis process applies to working with Big Data.

Marketing 100

Marketing Customer Centricity Innovation Social Media 100

SurveySensum

JULY 14, 2020

James Dodkins – Customer Experience Influencer, Keynote Speaker, Author, CX Trainer. International Keynote Speaker, Trainer, and Content Creator, James Dodkins is named as the UK’s #1 CX Influencer by Customer Experience Magazine. LinkedIn : [link]. Website : [link]. LinkedIn : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Lumoa

OCTOBER 31, 2018

This will push more aggressive change driven by Customer Experience professionals. Organizational alignment will be most critical – both internally and to the market and customer expectations. Never underestimate the customers expectation in CX. Once the customer had a positive CX, it will set a new benchmark.

Customer Experience 150

Customer Experience Customer Centricity Culture Consulting 150

GetFeedback

JULY 19, 2019

And yet, it’s not surprising to know companies categorized as customer-centric reported much higher revenue than their counterparts, as documented in Hotjar’s 2019 State of Customer Experience Report. How to set up your Voice of the Customer (VoC) program for success. About the guest author .

Customer Journeys 230

Customer Journeys Effort Score Net Promoter Score How To 230

PeopleMetrics

APRIL 4, 2017

In this and other fields such as manufacturing and electronics, this is done through Failure Analysis – a formal process for determining the causes of failure, to prevent it from happening in the future. As valuable as their book is for all business leaders, it’s worth a special look for customer experience professionals.

Culture 94

Culture Customer Experience Professionals Innovation Customers 94

Eptica

NOVEMBER 6, 2019

But what about sentiment analysis? About Jeannie Walters Jeannie Walters is the chief customer experience investigator and founder of 360Connext , a global consulting firm specializing in evaluating and improving the customer journey. 5 ways CEOs can build truly customer-centric organizations.

Leadership 77

Leadership Net Promoter Score Contact Center Effort Score 77

Pointillist

MAY 19, 2020

As organizations align their teams around the customer, developing journey-based roles are growing in importance. As customer demands and goals are evolving rapidly, customer-centric leaders are prioritizing investments in customer analytics and insights to meet their expectations and succeed in a highly competitive environment.

Customer Journeys 94

Customer Journeys Measurement Report Management 94

ReviewTrackers

MAY 8, 2017

Organized by the Customer Experience Professionals Association (CXPA), the 2017 Insight Exchange gathers over 300 CX professionals for world-class customer experience learning and networking. CXPA Insight Exchange. When: May 16 to 17, 2017. Where: Phoenix, AZ. When: July 17 to 19, 2017. Where: Boston, MA.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

Customer Guru

MARCH 7, 2018

Sonia Bhatia Salmin, Ex-Head of Customer Experience at Piramal Pharma Solutions, shares her thoughts on the importance of CX, and how she led Piramal Pharma Solutions into becoming one of the most customer-centric pharmaceutical companies in India. It was here that I exactly understood what customer experience really is.

Customer Experience 65

Customer Experience Customer Centricity Chief Customer Officer B2C 65

Chattermill

NOVEMBER 4, 2018

Other applications serve to teach machines how to perform complex natural language-related such as machine translation, sentiment analysis, text classification and text automatic completion. It involves an intelligent analysis of unstructured data in the form of written language. Text Analytics for Business Insights.

Strategy 76

Strategy Social Media Analytics Analysis 76

Wootric CX Blog

FEBRUARY 14, 2019

These authors, speakers, thought-leaders and dedicated customer experience professionals have all helped contribute to the widespread adoption of CX, not just as a strategy, but as a higher goal. Why we love Amy: She’s head of Customer Advocacy at MindTouch. Angus Yang. Why we love Augie: He’s the Sr. Bruce Temkin.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

Chattermill

JUNE 25, 2019

A customer-obsessed culture creates the conditions where employees strive to design and invent to create delight for the customer. One of the biggest mistakes you can make is treating the customer experience as an external effort. Creating a customer-centric culture comes from within.

Customer Experience 45

Customer Experience Customer Centricity Effort Score ROI 45

Pointillist

MAY 23, 2018

More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. How to Improve Customer Experience Using Journey Analytics. By Steve Offsey. Journey Mapping.

Customer Journeys 90

Customer Journeys Analytics How To Touchpoint 90

Pointillist

APRIL 17, 2019

Today, BI tools perform batch and streaming analytics and the lines between structured and unstructured data analysis are blurring. Although modern BI platforms can now handle structured and unstructured data, it is still difficult to use them for time-series analysis, which is essential for understanding customer behavior.

Customer Journeys 51

Customer Journeys Analytics Tools Data 51

ClearAction

FEBRUARY 26, 2015

Show a separate map for each expectation set: in your analysis of customers' responses, look for patterns that indicate separate ranges of acceptable performance. "5 why's"), motivate action planning and follow-through, and set the stage for closed-loop communication with customers.

Customer Journeys 48

Customer Journeys Customer Experience ROI Exercises 48

Pointillist

OCTOBER 22, 2018

Sentiment and intent can be particularly useful for a number of use cases, such as determining why customers churn. Recent developments in the field of deep learning hold promise when it comes to the more difficult aspects of sentiment analysis, such as detecting sarcasm. Find Insights Across Customer Journeys.

Measurement 40

Measurement Customer Experience Net Promoter Score Hotels 40

ProProfs Chat

JANUARY 17, 2020

The anger among customers grew when Diane Mager, the CEO of the Customer Experience Professionals Association, talked about the incident but didn’t pinpoint the problems that needed to be discussed. Self-Analysis. Customer Satisfaction Rate. Even after a customer recovery process, feedback is essential.

Customer Service 97

Customer Service Social Media Poor Customer Service Exercises 97