Alida

APRIL 30, 2021

We’re less than a week away from Alida Activate and we couldn’t be more excited to connect with hundreds of customer experience professionals from around the world and support them on their transformation journey to CX excellence. If you haven’t registered , it’s not too late!

Customer Experience Professionals 130

Customer Experience Professionals Connections Tools Customer Experience 130

ijgolding

JUNE 16, 2015

Re-branding a Marketing professional, or a Customer Service professional a CCO does not mean they have the competencies required to fulfill the role. The post Book Review – Chief Customer Officer 2.0 – How to Build Your Customer Driven Growth Engine appeared first on IJ Golding. Happy reading!

Chief Customer Officer 120

Chief Customer Officer How To Leadership Customer Experience Professionals 120

CloudCherry

MARCH 8, 2019

She is the Founder and President of CustomerBliss, and the Co-Founder of The Customer Experience Professionals Association. Jeanne has over 20 years of experience into ‘Customer Experience’ as she learned early on from her father. It soon became a bestseller and has been translated into eight languages.

Chief Customer Officer 285

Chief Customer Officer Customer Experience Professionals Consulting Employee Experience 285

Chattermill

MAY 12, 2019

Top 20 Books Every Customer Experience Professional Needs to Read Now. Customer Experience. Today, we’re giving you a peek inside the Chattermill Book Club. We’ve also picked up a ton of insights by making our way through lots of books written by Customer Experience Guru's.

Customer Experience Professionals 56

Customer Experience Professionals Customer Experience Hotels Net Promoter Score 56

ijgolding

OCTOBER 2, 2017

This post is part of the Customer Experience Professionals Association’s Blog Carnival celebrating customer experience. It’s part of a broader celebration of Customer Experience Day 2017. Click here to find out about my Customer Experience Book!

Customer Experience 158

Customer Experience Customer Experience Professionals Customers Customer Centricity 158

Comm100

MARCH 8, 2017

Through the eyes of Nasser, the areas of leadership, people skills, teamwork, gender equality, and customer service blend into a masterful understanding of corporate culture and the customer experience. Follow Martins on Twitter to see why he was named one of The Huffington Post’s Top 100 Customer Service Management Experts.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

ijgolding

FEBRUARY 15, 2018

When the world’s first professional qualification in CX was launched by the Customer Experience Professionals Association (CXPA) in 2014, finally the profession was in a position to give CX Professionals the ‘earned authority’ they so richly needed. You can find out more about the book here.

Customer Experience Professionals 144

Customer Experience Professionals Training Customer Experience Meeting 144

TechSee

JUNE 16, 2022

In addition, Jim has co-authored three books with his lifelong friend, mentor, and coach, Matt Rocco. Brian Cantor, Managing Director, Digital at Customer Management Practice. Brian is the Managing Director of Customer Management Practice Digital and founder, president, editor-in-chief at Headline Planet. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

ECXO

JUNE 6, 2022

His book influenced all global businesses, thought leaders, and practitioners and how we perceive products, services, and experiences in our days. The Experience Economy was probably the most impactful book related to customer experience and design around the globe. Who is Joe Pine ? Ricardo Saltz Gulko.

Consulting 156

Consulting Customer Experience Professionals Innovation Culture 156

Beyond Philosophy

JUNE 26, 2021

In this episode, we share 7 essential books for any Customer Experience professional to read, ideally in a tropical locale with a fruity drink in hand. Key Ideas to Improve your Customer Experience. a 90s bestseller that changed his life by urging him to start his own global Customer Experience Consultancy.

Customer Experience Professionals 68

Customer Experience Professionals Consulting Financial Customer Experience 68

ijgolding

SEPTEMBER 13, 2018

Having worked with my good friend, Stefan Osthaus, for many years, it is never a surprise to constantly find him looking for new, innovative ways to help others improve their effectiveness in the field of customer experience. My book, ‘Customer What? – You can do so on Amazon.com or Amazon.co.uk. Enjoy the read!!

Roadmap 167

Roadmap Consulting Leadership Customer Experience Professionals 167

Customer Guru

AUGUST 8, 2018

He has extensive experience in retail, wholesale, franchising, and small business and has a strong belief in positive customer experience. She has over 16 years of experience in areas of market research, program management, marketing, instructional design, and training. Aimee Lucas Follow @Aimee_Lucas.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

BlueOcean

OCTOBER 7, 2021

At Blue Ocean, we’ve noticed that this new level of uncertainty in the travel industry has led to a shift in what customers value: Where once the name of the game was efficiency and speed, today’s customer experience hinges on empathy and reassurance. Many Customers Just Want to Talk.

Travel 218

Travel Industry Customer Experience Call Flow 218

TechSee

AUGUST 14, 2023

As the host of The Modern Customer Podcast , she explores how businesses can make customers’ lives easier and better, featuring experts that provide simple, tangible advice you can immediately apply at your own organization. Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

ijgolding

JULY 11, 2018

I really am very fortunate to meet some amazing Customer Experience professionals as I travel the globe. My book, ‘Customer What? – the honest and practical guide to customer experience’ – is now available to purchase! The post Customer Experience: Where do I Begin? Enjoy the read!!

Customer Experience 31

Customer Experience Customer Centricity Customer Experience Professionals B2C 31

Kayako

AUGUST 7, 2015

Chief Customer Officer 2.0. In Jeanne’s new book, “Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine,” she provides a roadmap to achieve success with the CCO core competencies, and how to drive transformational customer experience change across the business, breaking down silos.

Chief Customer Officer 120

Chief Customer Officer Roadmap Leadership Customer Experience Professionals 120

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. Aimee Lucas is an experience management researcher, advisor, trainer, and speaker.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

CX Accelerator

JUNE 27, 2019

Originally posted on the Rustici Software Blog Last month, I presented to the Nashville Network of Customer Experience Professionals Association (CXPA) and shared how we’ve built a remarkable place to work at Rustici Software and how that leads to providing exceptional service to our customers.

Software 243

Software Culture Customers Customer Experience Professionals 243

Customer Bliss

MARCH 26, 2019

In my book, “ Would You Do That To Your Mother? What can you do to support your customer through your attitude, your body language, or your offer of help—even when your answer is “no”? It’s the same reason I co-founded the Customer Experience Professionals Association.

Leadership 181

Leadership Chief Customer Officer How To Customer Experience Professionals 181

ijgolding

JANUARY 28, 2018

Last week I had a fascinating conversation with a peer of mine – a fellow Customer Experience Professional. James Dodkins is as passionate about transforming organisations to become sustainably customer centric as I am.

Employee Engagement 196

Employee Engagement Engagement Customer Centricity Culture 196

ECXO

DECEMBER 26, 2023

02 2 Best Customer Experience Books 2023 in Digital Data, Design and Centricity – The famous 3 Ds: Digital, Data, Design. This article was originally posted at [link] During 2022 and December 2023, We read a series of 56 books that I found interesting and valuable for us in CX, Design, and Services. Here is the link.

Case Study 156

Case Study Customer Centricity Social Media Competitive Advantage 156

Beyond Philosophy

FEBRUARY 6, 2020

In another article, I shared the information that Forrester, a global research company, predicted that 2020 would be the year that 25 percent of Customer Experience professionals would lose their jobs because of a lack of results they could demonstrate. These are the “opt-in or opt-out?”

Marketing 162

Marketing Customer Experience Professionals Entertainment Consulting 162

Beyond Philosophy

JANUARY 23, 2020

Forrester predicted that one in four Customer Experience Professionals will lose their job in 2020. Why are so many Customer Experience professionals facing the ax this year? Colin is an international author of six bestselling books and an engaging keynote speaker.

Return on Investment 177

Return on Investment Customer Experience Professionals Leadership Consulting 177

Beyond Philosophy

OCTOBER 6, 2014

This post is part of the Customer Experience Professionals Association’s Blog Carnival “Celebrating Customer Experience.” ” It is part of a broader celebration of Customer Experience Day. Check out posts from other bloggers at [link]. – See more, here.

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

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

ijgolding

DECEMBER 14, 2017

I first became aware of job roles containing the words, ‘Customer Experience’ in the early noughties. However, it was not until 2011, with the creation of the Customer Experience Professionals Association (CXPA), that the role became officially recognised as a profession.

Customer Experience 164

Customer Experience Customer Experience Professionals Customer Centricity Customers 164

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. John is consistently helping his clients create a magical customer experience like Disney.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

CX Journey

OCTOBER 6, 2016

Specifically: Early in the book, he states: " Changing the way people think about things, influencing them and seeing what comes out of it gives me great joy." It's a challenge that customer experience professionals face as they attempt to get executive commitment, transform the organization's culture, and more.

Culture 169

Culture Banking Metrics Employee Engagement 169

BlueOcean

JUNE 27, 2024

Read more here > From Customer Centric to Earth Centric In her article “From CX Basics to CX Brilliance: Why Circular Design is a New Must-Have Skill for CX Pros,” top CX voice Stephanie Thum emphasizes the growing importance of circular design as an advanced competency for customer experience professionals.

Customer Experience 156

Customer Experience Contact Center Customer Centricity Leadership 156

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. Aimee Lucas is an experience management researcher, advisor, trainer, and speaker.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Michelli Experience

JUNE 26, 2018

Early in my career, I wrote a book about helping children develop humor skills ( Humor, Play and Laughter – Stress-proofing life with your kids ). How and when should we use humor to engage customers? Isn’t it remarkable how things we learn at one point in our life come back to us as welcome gifts later?

Customer Experience 184

Customer Experience Consulting Guidelines Tips 184

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

MAY 17, 2018

The launch of my first book has finally become a reality! ‘Customer What? The honest and practical guide to customer experience’ was published at the end of April 2018. My book, ‘Customer What? – the honest and practical guide to customer experience’ – is now available to purchase!

Travel 164

Travel Hotels Customer Experience Feedback 164

ijgolding

SEPTEMBER 29, 2015

As I said in 2014, it will not be long before they have to book Wembley Stadium to hold the hundreds and thousands of professionals who want to recognise the efforts of individuals, teams and companies in delivering better Customer Experiences. Diana did not have a budget for Customer Experience.

Customer Experience 120

Customer Experience Customer Experience Professionals Customer Journeys Customer Centricity 120

CX Journey

AUGUST 26, 2014

The steps come from his 1996 book, Leading Change , which outlines the eight critical success factors for change management. As you can imagine, this process was intriguing to me, since it applies quite nicely to the challenges we face as we struggle to implement changes to/for the customer experience within our organizations.

Customer Experience 185

Customer Experience Management Government Customer Journeys 185

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

ShepHyken

FEBRUARY 28, 2020

He did this by performing a technique that you wouldn’t find in any sales training book or case studies on the best sales techniques. It was a technique that even surprised the renowned social psychologist Robert Cialdini who has written books about the psychology of influence. Want to know what that technique is?

Roadmap 124

Roadmap Sales Airlines Case Study 124