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 the head of Customer Experience at Courts Malaysia SDN BHD.

Chief Customer Officer 285

Chief Customer Officer Customer Experience Professionals Consulting Employee Experience 285

ClearAction

FEBRUARY 23, 2015

Journey Mapping: Focus on the Customers’ Experience Lynn Hunsaker. Customer journey maps are all the rage. In this 3-part series, we’ll look at 3 keys to getting it right: focus on the customers’ experience journey, map for actionability, and apply insights everywhere.

Customer Journeys 77

Customer Journeys Customer Experience Customers ROI 77

Kerry Bodine

JUNE 11, 2017

Customer experience professionals must design improved interactions for their customers and, as part of this work, change the processes, policies, and culture of the organizations that drive those interactions. Customer experience professionals are partly to blame. A Natural Partnership.

Customer Experience 240

Customer Experience Net Promoter Score Customer Experience Professionals Advertising 240

Experience Investigators by 360Connext

OCTOBER 6, 2014

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. Here are five ways to encourage your organization to become more focused on what matters – the customer. Share the best stuff!

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

GetFeedback

JULY 19, 2019

Your customers are following their own customer journeys, not necessarily the processes you created for them. To know what to measure, it’s important to understand the actual customer. This means knowing where there may be friction in the journey, and how to ask about that to get the best results.

Customer Journeys 230

Customer Journeys Effort Score Net Promoter Score How To 230

ijgolding

JULY 14, 2017

So how do we avoid falling into the trap of designing purely functional journeys which miss the point for customers? Map the journey. From the customer’s point of view. Journey mapping is a brilliant method of stepping back from the minutiae and seeing the whole picture: Get close to customers, in the moment.

Customer Experience Design 274

Customer Experience Design Customer Journeys Customer Experience Banking 274

ClearAction

OCTOBER 2, 2017

Customer Experience Professionals’ Essential Toolkit optimizecx. Customer experience tools are just as important to success as a carpenter’s tools are. Likewise, customer experience professionals need to master basic customer experience tools to get the job done.

Customer Experience Professionals 78

Customer Experience Professionals Customer Experience Customer Journeys Analysis 78

Thematic

MARCH 5, 2019

There is no one way of doing anything when it comes to Customer Experience. The art and skill of the Customer Experience Professional is knowing how to adapt and flex the tools, techniques and disciplines for any and every situation that faces them. Customer journey mapping more sophisticated today.

Customer Journeys 69

Customer Journeys Management Exercises Customer Experience Professionals 69

Experience Investigators by 360Connext

SEPTEMBER 27, 2017

Those with or without customer experience in their titles are considering how their daily work impacts the customer journey. As a result, the ways we measure, analyze and improve the experience are becoming more and more sophisticated. Are you following these 5 critical customer experience trends?

Trends 244

Trends Net Promoter Score Effort Score Banking 244

Experience Investigators by 360Connext

MARCH 24, 2015

I’m speaking at the Next Generation Customer Experience conference in San Diego this week, but today I got to be an attendee and participate in some great conversations about customer experience. There were sessions on co-creating with customers, social media, and customer journey mapping.

Customer Journeys 110

Customer Journeys Customer Experience Conference Social Media 110

Experience Investigators by 360Connext

FEBRUARY 18, 2020

Learn how to create a customer journey map. Discover how to add value and provide exceptional customer service through each phase of the customer journey. Come with me and let's create a customer journey map, identifying touchpoints and processes that need improvement along the way.

Course 35

Course Training Customer Journeys Customer Experience 35

ijgolding

MARCH 20, 2018

Today I am absolutely delighted to share my interview with passionate Customer Experience Professional, Kathy van de Laar – enjoy… Ian. We’re a small company specialised in customer insights, CX consulting and training/change management. I recently did a customer journey mapping project with a Dutch retailer.

Customer Journeys 152

Customer Journeys Culture Customer Centricity Contact Center 152

SurveySparrow

JANUARY 28, 2020

Soon after that, while working for a research company, a client asked me to create a journey map using this bland, simplistic template they had provided. I remember saying, “You can’t represent the richness of the customer experience with a PowerPoint slide filled with dots and bubbles!” I was horrified!

Customer Journeys 52

Customer Journeys Net Promoter Score Effort Score Customers 52

ijgolding

FEBRUARY 13, 2018

Two of the eight – just two – are ‘proper’ cross-functional, strategic Head of CX roles, with a remit to develop and drive a customer experience strategy, drive a customer-centric culture and differentiate the brand. Digital marketing is a specialism, so is customer service and so is process improvement.

Resources 145

Resources Customer Journeys Customer Experience Customer Centricity 145

Customer Guru

AUGUST 8, 2018

Customer experience (CX) is the relationship of a customer with a business at all touchpoints during the period of the customer journey. It is widely said that customer experience is the next battleground for organizations. Adam is a globally recognized expert on customer experience.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

Pointillist

MAY 19, 2020

But what makes some organizations more effective than others at managing customer journeys, measuring outcomes and improving experiences? Pointillist surveyed over 1,050 CX, analytics, customer care and marketing professionals from a variety of industries across the world to discover what separates leaders from laggards.

Customer Journeys 94

Customer Journeys Measurement Report Management 94

ChurnZero

FEBRUARY 9, 2021

Instructor: Rick Adams , Author, Trainer, Consultant and Business Owner, Practical CSM. Additional courses by Practical CSM: Business Fundamentals for Customer Success Managers. Onboarding and Adoption Best Practices for Customer Success Management. Engagement Evaluation Best Practices for Customer Success Management .

Course 98

Course Customer Journeys Customer Success Consulting 98

Alida

MARCH 10, 2017

Failing customer experience initiatives are keeping business leaders up at night. 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. Improve the customer journey.

Customer Experience 196

Customer Experience Net Promoter Score Effort Score Chief Customer Officer 196

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. Kerry Bodine has established the consulting firm, Kerry Bodine & Co.,

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

GetFeedback

DECEMBER 2, 2019

Using transactional CSAT or touchpoint CSAT along with understanding the overall journey, brands can identify moments when leveraging proactive methods could actually lead to higher loyalty. . Thanks to the service recovery paradox, it’s sometimes better to recover from a negative point in the customer journey to earn loyalty. .

ROI 195

ROI Customer Satisfaction How To Effort Score 195

Lumoa

APRIL 24, 2018

We have received 31 answers from 31 recognised thought leaders, consultants and great doers from all over the world across industries. If they are not doing a good job they can quickly fix the situation with the customer." Ian Golding Global Customer Experience Specialist and Certified Customer Experience Professional.

System 317

System Effort Score NPS Net Promoter Score 317

ClearAction

FEBRUARY 23, 2015

Journey Mapping: Focus on the Customers’ Experience. Customer journey maps are all the rage. In this 3-part series, we'll look at 3 keys to getting it right: focus on the customers' experience journey, map for actionability, and apply insights everywhere.

Customer Journeys 48

Customer Journeys Customer Experience ROI Customers 48

Experience Investigators by 360Connext

FEBRUARY 4, 2019

So what should today’s customer experience professional do about all these touchpoints? Owning the never-ending list is part of the customer experience professionals role now. Change or eliminate touchpoints that aren’t working for the customer’s benefit.

Touchpoint 173

Touchpoint How To Customer Experience Professionals Advertising 173

Experience Matters

DECEMBER 15, 2015

Customer Journey Designing. Customer journey mapping has become one of the most popular CX tools as it helps provide a customer-oriented viewpoint. As this happens, we recommend that more companies adopt what we call Customer Journey Thinking ©. See the 2015 Temkin Effort Ratings.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

Customer Bliss

JULY 4, 2017

He leads the Client Experience Leadership Council, a cross functional team of senior leaders who design, build, and implement strategies to deliver remarkable client experiences for clients consistently. As the key strategic initiative, the client experience drives sustainable growth across all of Sandy Spring’s business units.

Banking 143

Banking Leadership Net Promoter Score Customer Journeys 143

TechSee

AUGUST 14, 2023

Adrian Swinscoe, Customer experience advisor, author, speaker Adrian is a huge fan of organizations that do great things for their customers and has been helping many achieve their own level of greatness for over 25 years via consulting, writing, speaking workshops, and advisory work. Follow on LinkedIn John R.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

ijgolding

SEPTEMBER 29, 2015

I found myself extremely fortunate and humbled to be judging the category that means most to me – the UK Customer Experience Professional of the Year. In fact, two of the finalists were so incredible, this year saw them both crowned UK Customer Experience Professional of the Year.

Customer Experience 120

Customer Experience Customer Experience Professionals Customer Journeys Customer Centricity 120

SurveySparrow

JUNE 21, 2023

In today’s fast-paced and highly competitive business environment, the role of a Customer Experience Consultant, often shortened to CX consultant, is becoming increasingly significant. They strive to ensure every customer-brand interaction is as positive, memorable, and impactful as possible.

Consulting 52

Consulting Metrics Customer Journeys Customer Experience 52

Strativity

AUGUST 5, 2014

Strativity Group is pleased to announce our September 16, 2014 webcast, Next Generation Customer Journey Mapping, featuring Bruce Temkin, a world authority on customer experience, with Lior Arussy, president of Strativity Group. Customer journey mapping is a critical step in customer experience transformation.

Customer Journeys 40

Customer Journeys Tools Case Study Customer Centricity 40

Beyond Philosophy

OCTOBER 6, 2014

The symptom is a poor experience; the cause is their lack of Customer centricity. Organizations create CX teams, undertake new Customer research, do journey mapping, but fall short of dealing with the cause of the problem: How Customer-centric your organization is. Here is the issue. – See more, here.

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

Lumoa

JANUARY 9, 2018

What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018?? Read the full answers: Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution. How to overcome those challenges? Blockchain, GDPR) and coordination.

Customer Experience 332

Customer Experience Competitive Advantage Omni-Channel Culture 332

ijgolding

OCTOBER 28, 2015

Customer journey mapping and touchpoint analysis. Whilst process improvement is pretty well understood by many, Customer Experience Design is a skill set that has been less commonly deployed in organisations around the world. Hellon is the leading service design consultancy in Scandinavia.

Customer Experience Design 120

Customer Experience Design Customer Experience Customer Journeys Customer Experience Professionals 120

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Annette Franz is the founder and CEO of CX Journey Inc. Annette Franz. Arie Goldshlager.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Experience Investigators by 360Connext

MARCH 15, 2018

I recently spoke in Kansas City and was invited to visit the iconic Hallmark Headquarters, thanks to Rhonda Basler , a friend from the Customer Experience Professionals Association. Because I believe anyone can approach their own customer journey and find ways to connect more personally or emotionally than we are today.

Connections 160

Connections B2B Fashion Touchpoint 160

SurveySensum

JULY 14, 2020

He is the author of ‘Be Your Customer’s Hero’, the founder of the popular Customers That Stick® blog, the Co-Host of the Crack the Customer Code podcast, and the creator of multiple virtual training courses on customer service and experience. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Oracle

MARCH 11, 2020

Jeanne Bliss is one of the most recognizable names in customer experience and customer success today. She’s the founder and president of CustomerBliss and the Co-Founder of The Customer Experience Professionals Association (CXPA). Kerry Bodine.

Customer Journeys 83

Customer Journeys Technology Chief Customer Officer Video 83

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. As a CX leader and consultant I have been there, done that … I am wearing the T-shirt!

Roadmap 167

Roadmap Consulting Leadership Customer Experience Professionals 167