CloudCherry

MARCH 8, 2019

In-depth neuroscience researches tell us that there are biological differences in the way a woman and a man would think but that does not prove men and can soar higher than women in leadership capabilities. She is the Founder and President of CustomerBliss, and the Co-Founder of The Customer Experience Professionals Association.

Chief Customer Officer 285

Chief Customer Officer Customer Experience Professionals Consulting Employee Experience 285

ijgolding

NOVEMBER 29, 2017

The question was a precursor to defining why Customer Experience needs good, strong leadership. This month, I want to ask three connected but altogether different questions: What do you do if the organisation you work for or with does NOT have strong customer focused leadership?

Customer Centricity 148

Customer Centricity Leadership Customer Focused Customer Experience Professionals 148

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

ijgolding

FEBRUARY 20, 2017

Last night, I received an email from a good friend of mine asking for my input into a question they had been asked by the senior leadership team of their organisation. The question was as follows: What value has our business experienced as a result of all the Customer Experience (CX) work that has been done?

Customer Experience 208

Customer Experience Poor Customer Service Financial Return on Investment 208

Alida

MARCH 10, 2017

According to an Accenture-commissioned study by Forrester Consulting, only seven percent of business leaders think that their company’s shopping experience exceeds customer expectations. Twenty-five percent admit that their company isn’t meeting expectations at all. CX is a huge business opportunity.

Customer Experience 196

Customer Experience Net Promoter Score Effort Score Chief Customer Officer 196

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

Experience Investigators by 360Connext

OCTOBER 27, 2020

Be sure to align what feedback you gather with your Customer Experience Success Statement. Will the answers to these questions help you achieve more success for customers, for your brand, and for your organizational leadership? This can help prioritize what is most important.

Customer Journeys 359

Customer Journeys Social Media Feedback Touchpoint 359

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. First, understand the true costs of NOT investing in customer experience.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

BlueOcean

JUNE 27, 2024

That’s why we like to regularly tune in to experts from the world of customer experience to find out what’s new. We checked in with some of the top thought leaders for their most recent thoughts about customer experience trends.

Customer Experience 156

Customer Experience Contact Center Customer Centricity Leadership 156

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. Flavio Martins. flavmartins.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. NPS is used by the biggest companies and leaders in its industries: from Apple to Airbnb, from Amazon to Tesla. Companies need to employ multiple sources of information to tell the story of customers lives.

System 317

System Effort Score NPS Net Promoter Score 317

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

Experience Investigators by 360Connext

MAY 17, 2018

The Customer Experience Professionals Association (CXPA) 2018 Insight Exchange offered CX experts and professionals of all kinds, various titles and comfort levels a few days to learn, connect and get inspired. Leadership is starting to catch up, but their understanding of CX varies greatly!

Leadership 161

Leadership Culture Customer Experience Professionals Customer Centricity 161

CX Journey

AUGUST 16, 2016

Image courtesy of 12:51_photography Are your company executives lean leaders? Last month, I wrote about the concept of lean management and what that means not only for your company but also for your customers. If they came with these traits, wouldn't your job as a customer experience professional be much easier?

Company 80

Company Leadership Culture Touchpoint 80

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

Eptica

NOVEMBER 6, 2019

Date: Wednesday, November 6, 2019 Author: Guest author - Jeannie Walters Avoid these 5 CX Leadership Traps! Successful customer experience requires company-wide effort. Success begets more success, and customer experience is no different. Are you ready to make real changes on behalf of your customers?

Leadership 77

Leadership Net Promoter Score Contact Center Effort Score 77

Lumoa

OCTOBER 24, 2023

Happy customers are satisfied customers who will return to help your business. One surefire way to deliver happiness to customers is to create a culture of happiness within the company. A customer experience that focuses on cultivating happiness needs to follow a similar model.

Competitive Advantage 195

Competitive Advantage Customer Experience Net Promoter Score Effort Score 195

CX Journey

AUGUST 26, 2014

I think this is a critical component for change management for the customer experience. 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.

Customer Experience 185

Customer Experience Management Government Customer Journeys 185

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. A large majority of customers are having mediocre experiences from the companies they do business with.

Study 127

Study Leadership Customer Experience Professionals Metrics 127

InMoment XI

DECEMBER 17, 2024

As your company begins to scale customer experience operations, it is possible for silos that cause different departments to use separate technologies and focus on different metrics, which fragments your understanding of the customer experience. What Is a Customer Experience Manager (CX Manager)?

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

Qualtrics

JUNE 21, 2019

Here’s our selection of the best videos out there where some of the leading innovators and thinkers present their lessons on the customer experience. Are looking for the latest thought leadership videos from customer experience leaders like Bruce Temkin and Jay Baer? You can register for free here. On Being Wrong.

Customer Experience Professionals 52

Customer Experience Professionals Video Customer Experience Touchpoint 52

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

Kerry Bodine

JANUARY 13, 2016

I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals. Design Leadership Conference. Customer Service Experience.

CEM 120

CEM Conference Customer Experience Professionals Contact Center 120

Chattermill

MAY 12, 2019

Top 20 Books Every Customer Experience Professional Needs to Read Now. Customer Experience. 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 Books. by Sam Frampton. on 13 May 2019.

Customer Experience Professionals 56

Customer Experience Professionals Customer Experience Hotels Net Promoter Score 56

InMoment XI

MARCH 6, 2024

The best customer experience quotes can be a great source of inspiration for leadership teams and entire organizations looking to drive their CX transformation. Customer-centric companies are 60% more profitable than companies that don’t focus on customers.

Customer Experience 195

Customer Experience Social Media Customer Centricity Feedback 195

ijgolding

JUNE 16, 2015

Even if your company does not yet have a ‘Chief Customer Officer’ or ‘CCO’ it is unlikely to be long before they do! Competency Two: Align around Experience – Give leaders a framework for guiding the work of the organization. Deliver one-company consistent and desired experiences.

Chief Customer Officer 120

Chief Customer Officer How To Leadership Customer Experience Professionals 120

Experience Investigators by 360Connext

MARCH 9, 2015

Customer focused organizations smoke the competition. According to Watermark Consulting , for a five year return, those companies considered customer experience Leaders outperformed their competitors in general, but a whopping 128% better than those companies identified as customer experience Laggards by Forrester.

Customer Experience 110

Customer Experience Chief Customer Officer Customer Experience Professionals Resources 110

Oracle

FEBRUARY 20, 2020

In a customer support role, you have a deep level of insight into the needs of your company’s target audience. Across industries, companies are placing greater strategic value on their customer experience and support teams. Your customer support background is an asset. Empathy is the new currency.

Customer Experience Professionals 45

Customer Experience Professionals Customer Experience Customers Leadership 45

Kerry Bodine

JUNE 20, 2015

I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals. Professional Associations. Media Companies. New York City.

Conference 120

Conference CEM Customer Experience Professionals Contact Center 120

Kayako

AUGUST 7, 2015

Customer experience expert Jeanne Bliss joined us for a webinar where she took an in-depth look at one of her key customer leadership competencies: alignment around experience. Chief Customer Officer 2.0. In Jeanne’s new book, “Chief Customer Officer 2.0: Alignment around experience.

Chief Customer Officer 120

Chief Customer Officer Roadmap Leadership Customer Experience Professionals 120

Kerry Bodine

JANUARY 4, 2017

I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals. DMI Design Leadership Conference. Chief Customer Officer USA.

CEM 120

CEM Conference Chief Customer Officer Customer Experience Professionals 120

Alida

APRIL 26, 2018

Today, customer centricity, or some notion thereof, has become the strategic posture of almost every profitable company in existence. Most executives today claim that customer experience is a top goal for their business, but Forrester’s research shows companies aren’t making meaningful improvements in this area.

Customer Centricity 133

Customer Centricity Analytics Study Customer Experience Professionals 133

Beyond Philosophy

OCTOBER 5, 2015

In my experience everyone loves the idea of improving the Customer Experience (CX) until you ask him or her to change their business as usual. Unfortunately, you must have the engagement of the senior leadership to be successful. To be fair, there can be a lot of meetings for senior leadership.

Leadership 60

Leadership Net Promoter Score Meeting Consulting 60

Experience Investigators by 360Connext

JUNE 1, 2017

But the idea of investing in creating powerful, meaningful and delightful experiences is still a relatively new idea. At the sixth Customer Experience Professionals Association (CXPA) Insight Exchange , I had the chance to learn and share with 350 of my fellow experience fanatics. Money talks, but so do customers.

Net Promoter Score 165

Net Promoter Score Effort Score Innovation Culture 165

Horizon CX

DECEMBER 1, 2023

The Art of Selling CX: Convincing Skeptical Senior Leaders on Customer Experience Success Introduction In the dynamic landscape of customer experience (CX) management, the journey extends beyond strategic implementation; it’s a constant process of persuasion and selling ideas, especially to senior leadership.

Customer Journeys 130

Customer Journeys Customer Centricity Automotive Fashion 130

Beyond Philosophy

OCTOBER 6, 2014

Whatever the case is for your organization right now, I can tell you this: The most Customer-centric organizations have quite different answers than the majority of companies. When we look at the answers, we often determine whether a company is more Customer-focused or more product or internally focused.

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154