eglobalis

OCTOBER 14, 2024

While these were once essential for building a basic understanding of CX, they no longer offer the flexibility needed to handle the complexities and continuous evolution of modern businesses and customer expectations. For example, customer expectations in retail differ vastly from those in the healthcare or tech industries.

Customer Experience 404

Customer Experience Customer Journeys Case Study Innovation 404

Experience Investigators by 360Connext

OCTOBER 2, 2014

This Best of 360Connext post was part of the Customer Experience Professionals Association’s 2013 Customer Experience Day celebration. What’s the value of customer experience? We not only share those experiences, we become loyal (or don’t) because of them.

Customer Experience 297

Customer Experience Social Media Customer Experience Professionals Consulting 297

Experience Investigators by 360Connext

OCTOBER 9, 2014

For the second year in a row, customer experience professionals around the globe celebrated Customer Experience Day , affectionately known as CX Day. Customer experience as an industry is still in its infancy. “We are realizing a full time effort, not a once a year project.”

Social Media 279

Social Media Customer Experience Professionals Consulting Employee Engagement 279

ijgolding

DECEMBER 30, 2014

Today is the 30th December 2014 – a day that I am pinching myself at the amazing advance that has been made in the profession that Customer Experience has become. It is difficult to find a company at the end of a long twelve months that is not talking about Customer Experience.

Customer Experience 214

Customer Experience Customer Experience Professionals Customer Journeys Training 214

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. She is a firm believer of Employee Experience. Jeanne Bliss.

Chief Customer Officer 285

Chief Customer Officer Customer Experience Professionals Consulting Employee Experience 285

Experience Matters

OCTOBER 14, 2014

Afterwards, Cannon held similar meeting with the next two levels of leaders across the company. Related: Driving Customer Experience Transformation, Made Simple ). Cannon stated that any company can satisfy customers just by operational excellence and performing a transaction right. Satisfaction isn’t enough.”

Net Promoter Score 279

Net Promoter Score Employee Engagement Leadership B2B 279

InMoment XI

MAY 18, 2022

What Is Friction in the Customer Journey? But if you’re a customer experience professional, “friction” is probably a term you’ve heard whenever your teammates talk about reducing customer churn. Why Is It Important to Reduce Friction in the Customer Journey?

Customer Journeys 397

Customer Journeys How To Touchpoint Infographics 397

Lumoa

DECEMBER 18, 2017

The topic of customer experience has been trending throughout this year. More and more companies put a customer at the centre of their business operations. Customer experience and engagement are already changing the way businesses work covering larger and larger industries.

Analytics 256

Analytics Customer Journeys Customer Experience Net Promoter Score 256

InMoment XI

SEPTEMBER 22, 2022

This is where customer experience professionals can use their creative side to dream up all kinds of ideas—then the ideas can be evaluated to identify the most promising ones. Watchlist does the work for you by tracking customer outcomes after new initiatives have been launched. Wrapping Up.

Analysis 370

Analysis Analytics Measurement Customer Experience Professionals 370

CX Accelerator

MARCH 14, 2019

a global community of Customer Experience professionals, where do we tend to excel, and where do we have critical gaps? Consider now that Forrester's CX Predictions for 2019 report states that up to 89% of CX practitioners do not believe the ROI of CX is well established in their companies.

Customer Experience 369

Customer Experience Customer Journeys ROI Guidelines 369

Experience Investigators by 360Connext

OCTOBER 6, 2014

Customer experience is about so much more than call-center scripts or proper protocol around customer complaints. The best companies, the ones we know as customer experience leaders, adopt a customer focused view to everything. Silos make understanding the customer journey that much harder.

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

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. We may be a small company, but I’m very proud of how our team sets the pace in CX thought leadership. The CXPA community.

Sports 278

Sports Conference Groups Customer Experience Professionals 278

Calabrio

JULY 29, 2020

Here’s an overview of the Accredited Customer Experience Specialist program, courtesy of Dodkins’ Rockstar CX site: The ACXS is a new customer experience training and certification program designed specifically for customer experience professionals who need powerfully simple and immediately impactful tools, techniques, frameworks and mindsets (..)

Customer Experience Professionals 208

Customer Experience Professionals Customer Journeys Customer Expectations Training 208

ijgolding

OCTOBER 24, 2014

The company who convinced the UK and beyond that ‘every little helps’ are going to need all the help they can get to fight through their greatest ever crisis. Too many businesses worry about Shareholders first, automatically placing concerns for customers and employees lower down the list of priorities. The returns will come in time.

Retail 290

Retail Financial Report Customer Retention 290

CX Journey

SEPTEMBER 26, 2014

As a member of CXPA (Customer Experience Professionals Association) and a team member of the CXPA SoCal Local Networking Events committee, I am actively involved in the organization and all it has to offer. If you''re a customer experience professional and not yet a member, you should check it out.

Customer Experience Professionals 160

Customer Experience Professionals Customer Experience Company How To 160

CloudCherry

MARCH 19, 2018

Not a lot of companies are doing that. 80% of companies say they deliver “superior” customer service while only 8% of people think these same companies deliver “superior” customer service. Getting started with a Customer Experience strategy is generally never a problem for brands.

Customer Experience 247

Customer Experience Customer Journeys Lifetime Customer Financial 247

InMoment XI

SEPTEMBER 30, 2015

Shouldn’t every day be customer experience day? Well, yes, but even the most customer-centric companies need fresh ways to turn their good intentions into customer happiness and sustainable growth.

Customer Experience Professionals 170

Customer Experience Professionals Customer Centricity Innovation Customer Experience 170

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.

Engagement 226

Engagement Customer Experience Customer Experience Professionals Customer Centricity 226

Lumoa

JANUARY 9, 2018

We were curious to know what CX professionals should pay attention in the coming year and asked the leading CX experts for their opinion. That’s what we asked each of them: How do you see the future of customer experience?? As more companies figure out how to do this, in the future customers will demand it or leave.

Customer Experience 332

Customer Experience Competitive Advantage Omni-Channel Culture 332

ijgolding

NOVEMBER 29, 2016

If you have not yet guessed, the Hokey Cokey has actually become the perfect analogy for the way organisations around the world are attempting to put Customer Experience at the forefront of their strategic thinking. Over the last twenty years, Customer Experience as a strategic way of working has steadily increased in prominence.

Customer Experience 120

Customer Experience Company Customer Centricity Strategy 120

InMoment XI

JANUARY 17, 2015

“We strive to be a more customer-centric company.” That seems to be the mantra of just about every company today, even the major airlines. And what travelers in their right minds think their airline is customer-centric? View Article.

Airlines 150

Airlines Customer Centricity Travel Customer Experience Professionals 150

InMoment XI

JANUARY 17, 2015

“We strive to be a more customer-centric company.” That seems to be the mantra of just about every company today, even the major airlines. And what travelers in their right minds think their airline is customer-centric? View Article

Airlines 150

Airlines Customer Centricity Travel Customer Experience Professionals 150

InMoment XI

JANUARY 17, 2015

“We strive to be a more customer-centric company.” That seems to be the mantra of just about every company today, even the major airlines. And what travelers in their right minds think their airline is customer-centric? View Article

Airlines 150

Airlines Customer Centricity Travel Customer Experience Professionals 150

CX Journey

MARCH 13, 2018

The good news is, more and more company leaders are starting to get that they need to focus on the customer experience; the bad news is, many – most – are still struggling with the concept , choosing instead to focus on sales, metrics, and maximizing shareholder value. It appeared on their blog on December 6, 2017.

Customer Centricity 173

Customer Centricity Customer Journeys Customer Experience Professionals Metrics 173

CloudCherry

OCTOBER 7, 2019

In his conversation with CloudCherry’s own James Gilbert, Dodkins shares his unique perspective on CX, emphasizing that, “Every single customer experience professional is an artist, in one way or another…Musicians don’t make music to make good music. So what company has wowed our Rockstar?

Customer Experience Professionals 218

Customer Experience Professionals Customer Experience Industry Examples 218

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. It’s that simple.

Customer Experience 212

Customer Experience Customer Centricity Competitive Advantage Innovation 212

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. This change is significant.

Trends 191

Trends Net Promoter Score Effort Score ROI 191

InMoment XI

OCTOBER 29, 2015

How CX Will Make or Break Your Company’s Future Last week I had the privilege of attending CXSF 2015: Forrester’s annual forum for customer experience professionals in San Francisco. Topics included digital CX and.

Customer Experience Professionals 150

Customer Experience Professionals Strategy Customer Experience Company 150

InMoment XI

OCTOBER 29, 2015

How CX Will Make or Break Your Company’s Future Last week I had the privilege of attending CXSF 2015: Forrester’s annual forum for customer experience professionals in San Francisco. Topics included digital CX and.

Customer Experience Professionals 150

Customer Experience Professionals Strategy Customer Experience Company 150

InMoment XI

OCTOBER 29, 2015

How CX Will Make or Break Your Company’s Future Last week I had the privilege of attending CXSF 2015: Forrester’s annual forum for customer experience professionals in San Francisco. Topics included Digital CX.

Customer Experience Professionals 150

Customer Experience Professionals Strategy Customer Experience Company 150

InMoment XI

SEPTEMBER 30, 2015

Shouldn’t every day be customer experience day? Well, yes, but even the most customer-centric companies need fresh ways to turn their good intentions into customer happiness and sustainable growth.

Customer Experience Professionals 150

Customer Experience Professionals Customer Centricity Innovation Customer Experience 150

InMoment XI

SEPTEMBER 30, 2015

Shouldn’t every day be customer experience day? Well, yes, but even the most customer-centric companies need fresh ways to turn their good intentions into customer happiness and sustainable growth.

Customer Experience Professionals 150

Customer Experience Professionals Customer Centricity Innovation Customer Experience 150

ijgolding

NOVEMBER 28, 2014

Six years after Dave’s experience, we are arguably in an even more commanding position to get our voices heard by the masses, even if the companies we interact with directly appear not to be listening.

Social Media 318

Social Media Airlines Video Consumers 318

Storyminers

AUGUST 26, 2020

While there are several definitions available, in this report CX is described as the collection of a customer’s interactions with a company, its products, and services over the course of the customer-company relationship.[1]. UX is a concept very much related to CX, and the two terms are often used interchangeably.

Report 173

Report Competitive Advantage Analysis Customer Experience Professionals 173

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

APRIL 19, 2016

Trying to change the way a business works; the way a business thinks; is one of the most challenging things any business professional can do. I sometimes think that I have a slightly mad, psychopathic streak in me – as do other Customer Experience Professionals I have the pleasure of networking with. I could go on!!

Customer Experience Professionals 120

Customer Experience Professionals Strategy Customer Experience Customer Centricity 120

Comm100

MARCH 8, 2017

Connect with this customer service expert on Twitter today to make sure that your company doesn’t miss out! Her Twitter sports articles about Millennial trends, and is a hot spot for information on what companies can do to appeal to Generation Z and Millennial consumers. Chelsea Krost. ChelseaKrost. Marsha Collier. CarlaJohnson.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0