Experience Matters

OCTOBER 14, 2014

B2B CX Compelling Brand Values Customer experience Employee Engagement Purposeful Leadership Customer Experience Professionals Association CX Day CXPA MBUSA Mercedes Benz Steve Cannon' Check out last year’s webinar with Dan Hesse , CEO of Sprint.

Net Promoter Score 279

Net Promoter Score Employee Engagement Leadership B2B 279

ijgolding

JUNE 9, 2015

If you have followed my writing for a while, you will be very much aware that I am very proud and passionate Customer Experience Professional (CXP). One of a growing number of ‘specialists’ in the newly recognised professional field, this group of skilled, experienced practitioners is growing in number on a weekly basis.

Customer Experience Professionals 120

Customer Experience Professionals Leadership Customer Experience Effort Score 120

Customers That Stick

OCTOBER 6, 2014

CX Day is dedicated to celebrating customer experience and professionals who work in the customer experience field. CX Day is created by the Customer Experience Professional’s Association (CXPA), to which I belong. Unlocking Employee Enthusiasm for Customer Experience (Google hangout).

Customer Experience Professionals 123

Customer Experience Professionals Brand Values Strategy Communication 123

ijgolding

MAY 5, 2017

But it really is by no means the only driver, particularly when recruiting for Customer Experience professionals. There are ways of being the most attractive option in the candidate’s eyes. Most obviously, there is a huge budget!

Brands 144

Brands Customer Journeys Airlines Brand Values 144

Experience Matters

DECEMBER 15, 2015

We agree and believe that customer experience is a reflection an organization’s culture and operating processes. Customer experience has come a long way over the last few years, as CX practitioners have shared lessons learned and improved upon best practices.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

CX Journey

JUNE 30, 2015

Sun Tzu Customer experience strategy is one of the six competencies of the Customer Experience Professionals Association's ( CXPA ) CCXP exam and something every customer experience professional should be well versed in/about. Tactics without strategy is the noise before defeat.

Strategy 80

Strategy Customer Journeys Customer Experience Professionals Exercises 80

ijgolding

MARCH 20, 2018

Today I am absolutely delighted to share my interview with passionate Customer Experience Professional, Kathy van de Laar – enjoy… Ian. How do you align channels to deliver the right customer experience? Tell me about your background. I was born in Iowa in the US – farm country.

Customer Journeys 152

Customer Journeys Culture Customer Centricity Contact Center 152