Experience Investigators by 360Connext

AUGUST 27, 2024

Join Jeannie Walters as she shares innovative and heartfelt ways to celebrate the outstanding work of customer experience professionals, from promoting their efforts in internal communications to surprising them with small tokens of appreciation. Explore the power of storytelling.

Customer Experience Professionals 190

Customer Experience Professionals Innovation Resources Communication 190

Experience Investigators by 360Connext

OCTOBER 6, 2014

Communicate in shareable ways. Creating a customer-centric organization from the inside out requires serious word-of-mouth messaging. Help your people who don’t interact with customers understand what that is like. How can you get your organization to deliver an exceptional customer experience?

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

ijgolding

AUGUST 9, 2017

A perennial problem for any Customer Experience Professional around the world is to find an effective way to engage people with the significance of the subject. Whilst many profess to ‘get’ Customer Experience (CX), they tend to do so instinctively, intuitively and accidentally. Communication. Collaboration.

Engagement 226

Engagement Customer Experience Customer Experience Professionals Customer Centricity 226

Experience Investigators by 360Connext

JANUARY 28, 2020

Anxiety is ramping up for senior leaders focused on customer experience, and it’s not difficult to understand why. According to Forrester’s 2020 Predictions , 1 in 4 customer experience professionals will lose their job this year. Communicate. Then Communicate Again. Then Simplify.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

CX Accelerator

NOVEMBER 11, 2022

From a character perspective, it requires empathy – the exercise is about walking in your customer’s shoes and trying to understand not just what they were doing at each touchpoint but thinking and feeling as well. They would own the strategy, be a senior influencer across the business, and provide executive level communications.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

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

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

Storyminers

MAY 8, 2017

They all use the six customer experience pillars. However, change is happening so fast (tech, customer desires, partners, organizational structures, etc.) that ‘just doing better’ doesn’t always make the customers happier or the business healthier. Some have seen their fortunes rise.

Customer Journeys 190

Customer Journeys Innovation ROI Customer Experience Professionals 190

ijgolding

MAY 23, 2017

Usually (although not exclusively) the domain of men and women working for organisations in senior roles, the ‘rolling eye phenomenon’ often occurs when someone like me, a Customer Experience Professional, starts to talk about anything related to the Customer Experience.

Customer Experience 227

Customer Experience Financial Customers Insurance 227

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

Oracle

FEBRUARY 20, 2020

As technology leads to the automation of task-oriented roles, the World Economic Forum says that the skills of the future will be critical thinking, leadership, problem-solving, creativity, communication, and the ability to navigate ambiguity. You’ve learned how to empathize with your customer’s frustrations.

Customer Experience Professionals 45

Customer Experience Professionals Customer Experience Customers Leadership 45

Alida

JANUARY 7, 2019

For customer experience professionals – those activating the insights customers offer – the winners will be those who earn the right to work inside the system of record’s firewall, engaging the right customers to share data and opinions that can build upon what’s already known by the enterprise.

Customer Experience 212

Customer Experience Customer Centricity Competitive Advantage Innovation 212

TechSee

AUGUST 14, 2023

Follow on LinkedIn Jeanne Bliss , Founder & CEO at Customer Bliss Jeanne Bliss is the Founder and President of CustomerBliss and Co-Founder of The Customer Experience Professionals Association. Jon’s thought leadership can be followed on his widely-read JAA’s Analyst Blog.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

CX Journey

AUGUST 26, 2014

Getting leadership buy-in and helping them understand that the sooner the focus is placed on the customer experience, the sooner the business will benefit is an everyday challenge for customer experience professionals. And it will serve as a guide to help develop your strategy and choose future courses of action.

Customer Experience 185

Customer Experience Management Government Customer Journeys 185

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

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

ijgolding

MARCH 10, 2016

This is why Customer Centric Culture is one of the six competencies that comprise the Certified Customer Experience Professional (CCXP) accreditation. CX Practitioners need to possess the knowledge and skills to help their organisation evolve the culture so that the definition of Customer Centricity becomes a reality.

Customer Centricity 120

Customer Centricity Culture Customer Experience Professionals Communication 120

Experience Investigators by 360Connext

MARCH 15, 2018

As we rely ever-more heavily on the communication tools of any trade today, like email and texting, we crave more emotional and human connections to break through the clutter. In customer experience, a personal touch can go a long way to improve a typical touchpoint in the B2B journey. The world is fast.

Connections 160

Connections B2B Fashion Touchpoint 160

ijgolding

JULY 11, 2018

I really am very fortunate to meet some amazing Customer Experience professionals as I travel the globe. With over 16 years of international both B2B and B2C customer experience and marketing roles, Marleen van Wijk, CCXP, helps companies to build, improve and drive customer strategies linking CX results to business growth.

Customer Experience 31

Customer Experience Customer Centricity Customer Experience Professionals B2C 31

ijgolding

FEBRUARY 12, 2018

But just like the castaways, we had been operating in the little, isolated island of strict confidentiality, away from everybody else and unable to communicate to anybody outside our isolated shores. Personally, this is why I have become a Customer Experience Professional and love playing in this field.

Strategy 132

Strategy Customer Experience Advertising Competitive Advantage 132

Beyond Philosophy

FEBRUARY 3, 2020

For example, if I were to tell you Forrester, a global research company, predicted that 1 in 4 Customer Experience professionals would lose their jobs this year, does that sound like good news? It doesn’t seem to be to me—and probably not to you if you happen to have a job title with Customer Experience in the title.

Marketing 131

Marketing Customer Experience Professionals Consulting Customer Experience 131

ECXO

JUNE 6, 2022

Gilmore wrote the best-selling book The Experience Economy: Our 3 Moderators for such a Special event: Joanna Carr Joanna is a Customer Experience Consultant for Allegro, a technology and communication bureau based in Norway. He’s also the ECXO.org co-founder. Ricardo Saltz Gulko.

Consulting 156

Consulting Customer Experience Professionals Innovation Culture 156

ijgolding

JANUARY 22, 2018

During the hiring process, ask questions that will provide insight into a potential employee’s values, and only choose employees who have a real passion for providing excellent customer service, rather than those who are simply going through the motions. Send company personnel to a customer experience conference.

Customer Experience 191

Customer Experience Social Media Abandon Rate Conference 191

Michelli Experience

JUNE 26, 2018

“ If those signs from the universe weren’t enough to spark this blog, I subsequently watched a customer experience professional at another business masterfully use humor to de-escalate a customer complaint. How and when should we use humor to engage customers? Assist in communicating difficult feelings.

Customer Experience 184

Customer Experience Consulting Guidelines Tips 184

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

Alida

NOVEMBER 29, 2017

Most executives today claim that customer experience (CX) is a top goal for their business , but Forrester’s research shows that companies aren’t making meaningful improvements in this area. Companies need to create a system of shared values and behaviors that focus employees on delivering great customer experiences.

Study 127

Study Leadership Customer Experience Professionals Metrics 127

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. And the customer journey.) Dashboards! Those are great.

Leadership 160

Leadership Customer Experience Customer Journeys Net Promoter Score 160

Customer Bliss

OCTOBER 31, 2017

Another overarching theme is the idea that client experience is a methodology. It’s one that involves a lot of communication, education, and analysis. Client experience is a methodology which involves communication, education, and analysis Click To Tweet. We had to pick an operational project to prove it and show value.

Customer Experience 0

Customer Experience Chief Customer Officer Analysis Communication 0

Kerry Bodine

AUGUST 14, 2020

On Wednesday I presented a webinar with the Toronto Customer Experience Professionals Association. The idea behind journey management is that it brings together disparate silos that don’t often communicate or collaborate — or, at least, don’t do those activities well.

Customer Journeys 207

Customer Journeys Management Touchpoint Telecommunications 207

CX Journey

MAY 24, 2017

If your employees aren't engaged with your improvement efforts - or engaged overall with the organization - it will be very difficult for them to delight your customers and deliver the experience they expect. Communication : This is really a precursor - or a critical component - for all of the items listed above.

Engagement 154

Engagement Strategy Customer Experience Customer Journeys 154

Experience Investigators by 360Connext

FEBRUARY 18, 2020

What makes this course great: Leslie is a writing instructor and has great insights into email communication. The course includes real customer service emails to give your team a head start. This course can help your organization deliver customer-focused communication without losing efficiency or effectiveness.

Course 35

Course Training Customer Journeys Customer Experience 35

ijgolding

DECEMBER 11, 2017

You might find the dishes from a restaurant menu presented in the window which you can use to communicate your order (nearby Osaka is known for its replica food industry!). Like me, Beth is a Customer Experience Specialist and proud to be a Certified Customer Experience Professional (CCXP).

Customer Experience 166

Customer Experience Travel Transportation Training 166

CX Journey

JULY 21, 2017

Unfortunately, as most customer experience professionals know, it requires some heavy lifting. Communication is, obviously, a huge part of making this shift a reality. Shift happens, right? Yea, not so fast! Shift can't be forced. And it just doesn't happen on its own. How does shift happen? What does that require?

Culture 107

Culture Customer Experience Professionals ROI Communication 107

Vonage

SEPTEMBER 5, 2016

Silos may be a great way to store grain, but if you apply this idea to the organization of people, it can damage customer experience. From departments to regional offices to different communication channels, silos are an unavoidable part of business structure. Different channels of communication aren’t joined up.

Customer Experience 120

Customer Experience Infographics Customer Experience Professionals Poor Customer Service 120

CX Journey

OCTOBER 6, 2016

It's a challenge that customer experience professionals face as they attempt to get executive commitment, transform the organization's culture, and more. What advice would you give to these professionals to help them help others (especially executives) change the way they think about things?

Culture 169

Culture Banking Metrics Employee Engagement 169

Customer Bliss

JUNE 20, 2017

Jackie outlines her road map and actions for re-imagining and reinventing the x-ray or imaging experience that has driven profits, customer admiration and employee joy in their work. Jackie is a senior global marketer and customer experience professional with 15+ years experience in the luxury travel and hospitality industry.

Innovation 200

Innovation Healthcare Customer Experience Net Promoter Score 200

GetFeedback

JULY 19, 2019

These are the leaders who understand that customer feedback is the top driver of successful customer experience strategies. Communicate how you will measure success. Will VoC feedback help you live up to your customer experience mission and brand promise? How can we engage with our customers more?

Customer Journeys 230

Customer Journeys Effort Score Net Promoter Score How To 230