Experience Matters

NOVEMBER 27, 2014

I really enjoy leading and being a part of the Customer Experience Professionals Association, because of the wonderful volunteers and the amazing culture of sharing across our community. MIT Sloan Sports Analytics Conference. This wonderful conference combines two of my favorite things: sports and analytics.

Sports 278

Sports Conference Groups Customer Experience Professionals 278

CX Accelerator

NOVEMBER 11, 2022

Customer Insights/Measurement/Analytics. Customer Journey Mapping. Employee Experience. Resource: Outside In: The Power of Putting Customers at the Center of Your Business by Harley Manning and Kerry Bodine. CUSTOMER INSIGHTS/MEASUREMENT/ANALYTICS Understanding your customers is at the heart of customer experience.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

Experience Investigators by 360Connext

SEPTEMBER 27, 2017

But the trend now is to look beyond one metric and embrace the mix of ways to measure the experience. It’s a mix of the micro and the macro that really lead to improvements the customer sees. Robust analytics platforms aren’t going anywhere. Soft Data is Perfectly OK. So roll up your sleeves.

Trends 244

Trends Net Promoter Score Effort Score Banking 244

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. Three Primary Capabilities of the Best Customer Journey Analytics Platforms.

Customer Journeys 90

Customer Journeys Analytics How To Touchpoint 90

CX Journey

MARCH 21, 2018

Image courtesy of Pixabay What's in your customer experience strategy budget? Traditionally, customer experience professionals have no budget. Despite that, customer experience professionals still need to develop a budget for the work that they do and for the resources they need for that work.

Customer Journeys 272

Customer Journeys Travel Consulting Customer Experience Professionals 272

West Monroe

MARCH 21, 2019

I’ll walk you through the easy ways you can use Google Analytics – specifically the Audience Reports – to support the creation of your customer personas. What is Google Analytics? If you do not currently have Google Analytics installed on your website, here is a step-by-step guide on getting started with Google Analytics.

Analytics 76

Analytics Report Sports Customer Experience Professionals 76

CX University

FEBRUARY 13, 2025

Key Aspects of the Collaboration Learning Made Better: The partnership combines theoretical frameworks with practical applications, elevating the educational experience.

Customer Journeys 72

Customer Journeys Software Innovation Course 72

CX Journey

JULY 5, 2018

Image courtesy of Pixabay I originally wrote today's post for Logi Analytics. Customer experience professionals know that, in order to deliver a great experience, companies must listen to customers, link customer feedback to transactional (and other) data, and act on what they hear.

Data 119

Data Customer Experience Professionals Metrics Analytics 119

CX Journey

MARCH 14, 2017

isn't that all going to impact the customer experience? As customer experience professionals, we don't really own any budget, except for maybe listening tools, analytical tools, and personnel. But oftentimes, that budget sits elsewhere, e.g., marketing, operations, customer service, etc.,

Customer Experience Professionals 148

Customer Experience Professionals Innovation Advertising Technology 148

CX Journey

DECEMBER 13, 2017

Today, on a webinar with Logi Analytics , I am sharing tips on moving beyond data for the sake of data (and dashboards for the sake of dashboards).

Data 112

Data Customer Experience Professionals ROI Analytics 112

Beyond Philosophy

MARCH 19, 2020

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. Moreover, we need to train Customer Experience professionals to measure how their efforts lead to it.

Trends 191

Trends Net Promoter Score Effort Score ROI 191

Alida

APRIL 26, 2018

Today, customer centricity, or some notion thereof, has become the strategic posture of almost every profitable company in existence. He described it as a growing reality gap between brands and their customers. A recent survey from Deloitte found that 51% of companies consider embedding analytics into their process a challenge.

Customer Centricity 133

Customer Centricity Analytics Study Customer Experience Professionals 133

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

Horizon CX

APRIL 30, 2024

Organizational Transformation: The Role of Customer Experience Professionals Introduction Organizational transformation is often perceived as an elusive goal, reserved for C-suite executives with immense power and influence. That may be true in many instances, but the reality is more nuanced.

Customer Centricity 130

Customer Centricity Competitive Advantage Culture Customer Experience Professionals 130

Experience Matters

DECEMBER 15, 2015

Organizations will rethink their offerings and operating processes, baking in assumptions that customers and employees are continuously connected. Speech Analytics Piloting. Predictive Analytics Personalizing.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

Lumoa

JANUARY 19, 2023

Pro tip : If your customer journey is mostly digital (e.g., you may want to consider looking for people with relevant skills and experience. For example: website optimization, content marketing, and digital analytics. Project management, to ensure that projects are well organized, completed on time and meet key metrics.

Customer Experience 221

Customer Experience Net Promoter Score How To Customer Journeys 221

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. Love it when that happens.)

Leadership 160

Leadership Customer Experience Customer Journeys Net Promoter Score 160

TechSee

JUNE 16, 2022

He has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media. Jim has been instrumental in setting up services for the customers needing quick and apt solutions for their daily customer experience needs. Jeanne Bliss, Founder and CEO at Customer Bliss. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

GetFeedback

JULY 19, 2019

There are ways we ask customers within our structured surveys, like asking the follow-up question “Why or Why Not” on NPS surveys. Within that open-text field, customers give you amazing gifts. . Learn how GetFeedback can help you exceed customers’ expectations— start your free trial today. Putting it all together.

Customer Journeys 230

Customer Journeys Effort Score Net Promoter Score How To 230

Michelli Experience

AUGUST 22, 2017

My perspective likely varies greatly from someone who travels only during peak holiday periods or who watches the same customer-experience disaster video repeatedly. My view is also colored by the work I’ve done with very dedicated customer experience professionals within the airline industry.

Airlines 113

Airlines Data Travel Consulting 113

CX Journey

JANUARY 11, 2017

This is where I think there is a real opportunity for customer experience professionals. Predictive analytics and, more importantly, prescriptive analytics. These are two important tools that customer experience professionals must have in their toolboxes in 2016 and beyond. Which tools?

Data 80

Data Analytics Customer Experience Professionals Tools 80

Lumoa

DECEMBER 9, 2020

As every customer experience professional knows, surveys represent an invaluable tool for improving the customer experience , by understanding the strong and weak points about your business, and ultimately boosting revenues.

Survey 195

Survey NPS Tips Feedback 195

ShepHyken

DECEMBER 15, 2017

Customer Experience is an organization-wide priority. Employees must be able to focus on the customer information and analytics that matters to them most. For instance, frontline managers who are more likely to be interested in tactical actions and customer recovery will want to see scores from customer interactions.

Employee Engagement 122

Employee Engagement Customer Centricity Feedback Analytics 122

CloudCherry

MARCH 14, 2019

Bruce Temkin – Bruce is a customer experience visionary, speaker, advisor, researcher, and co-founder of the Customer Experience Professionals Association. By pulling in data from different resources we can collect information that helps us understand customers. Customer feedback will always exist.

Customer Insights 150

Customer Insights Analytics Airlines Feedback 150

TechSee

AUGUST 14, 2023

Follow on LinkedIn Dan Smitley, Workforce Management and Contact Center Guru As an experienced public speaker and thought leader, Dan is passionate about leveraging workforce management, contact center operations, strategic thinking, project planning, and data analytics to help companies, customers, and front-line employees succeed.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

Experience Investigators by 360Connext

APRIL 14, 2020

Look at your existing Voice of the Customer (VoC) and behavioral analytics data if you have it. What are customers telling you in their open-ended feedback? Are certain customers visiting your support pages more? Systems, procedures, and touchpoints. Some areas to investigate: What trends are you able to identify?

Customer Journeys 374

Customer Journeys How To Course Touchpoint 374

Pointillist

APRIL 17, 2019

By Steve Offsey Your company is now competing based on customer experience, but you’re only capturing feedback from a quarter of your customers and tracking maybe 1 out of 2500 interactions. But standing in your way are existing customer data management challenges. how many people did Y before Z but after X?)

Customer Journeys 51

Customer Journeys Analytics Tools Data 51

SuiteCX

MAY 10, 2016

There was also significant emphasis on the voice of the employees and their potential to contribute to improving the customer experience. At the end of the day, customer experience is indeed driven by a combination of metrics and analytics.

Net Promoter Score 100

Net Promoter Score Customer Journeys Effort Score Case Study 100

Clarabridge

JANUARY 17, 2017

Use them for all the good you can, and then go beyond the analytics to show empathy and build relationships. Understanding customers helps you stay leaps and bounds ahead of the competition. Jeannie Walters has spent nearly 20 years evaluating and improving customer experiences.

Analytics 40

Analytics Wireless Customer Experience Professionals Feedback 40

Horizon CX

OCTOBER 3, 2020

That certainly, and especially, includes being skilled and competent at the management of Customer Experience (CX). The use of data segmentation techniques, key driver analysis, regression and correlation analysis, and predictive analytics must be understood and considered. Survey Design & Development. Survey Deployments.

Customer Journeys 130

Customer Journeys Net Promoter Score Effort Score Survey 130

Bob Hayes

DECEMBER 29, 2014

: In this post, I explore the importance of empathy in delivering a great customer experience. The Big Picture of Big Data for 2014 : As the Big Data phenomenon picked up steam in 2014, key areas of importance in 2014 included analytics, Hadoop, data integration and privacy/security. They are interpreted by people.

Metrics 76

Metrics Net Promoter Score Data NPS 76

ijgolding

MAY 25, 2015

Conclusion – organisations in the technology space must focus on improving the end to end customer experience… 3. SDL (LSE: SDL) is the leader in global customer experience. I am therefore delighted to have been given the opportunity to share the findings of a new global study conducted by SDL.

Customer Experience 120

Customer Experience Customer Centricity Customer Experience Professionals Customers 120

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. Dennis is an innovative Customer Experience evangelist with a deep understanding of consumer engagement, digital media, and reporting analytics.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

SuiteCX

MAY 26, 2017

The second group is all about data and analytics. Customer Experience Professionals have their own language e.g. NPS, Moment of Truth (MOT), CSat, etc. There is nothing wrong with this but how do you take action on the basis of this?

Customer Journeys 100

Customer Journeys Effort Score Automotive Exercises 100

SuiteCX

MAY 26, 2017

The second group is all about data and analytics. Customer Experience Professionals have their own language e.g. NPS, Moment of Truth (MOT), CSat, etc. There is nothing wrong with this but how do you take action on the basis of this?

Customer Journeys 100

Customer Journeys Effort Score Automotive Exercises 100

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