TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. Jeff is truly obsessed with customer service. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Comm100

MARCH 8, 2017

Connect with this customer service expert on Twitter today to make sure that your company doesn’t miss out! Chelsea Krost is a self-named Millennial spokesperson and brand consultant. Follow Martins on Twitter to see why he was named one of The Huffington Post’s Top 100 Customer Service Management Experts. Chelsea Krost.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

Beyond Philosophy

JANUARY 23, 2020

Forrester predicted that one in four Customer Experience Professionals will lose their job in 2020. Why are so many Customer Experience professionals facing the ax this year? Moreover, you need to have support from leadership and buy-in from the customer-facing team.

Return on Investment 177

Return on Investment Customer Experience Professionals Leadership Consulting 177

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. CX is a huge business opportunity.

Customer Experience 196

Customer Experience Net Promoter Score Effort Score Chief Customer Officer 196

ECXO

SEPTEMBER 15, 2022

Join our open access CX Professional Business Network [link]. The two ECXO panelists will be Joanna Carr , CX Consultant at Allegro and ECXO Ambassador and co-founder, and Ricardo Saltz Gulko , the MD of Eglobalis Information – Insight – Innovation and the Founder and Initiator of the ECXO.org movement. Ricardo Saltz Gulko.

Customer Experience 207

Customer Experience Leadership Feedback Survey 207

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. Keeping the leadership team updated about what’s ahead is difficult! This kept me thinking.

Roadmap 167

Roadmap Consulting Leadership Customer Experience Professionals 167

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

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

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. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Customer Guru

AUGUST 8, 2018

While there are many experts on this field, we have created a list (in alphabetical order) of customer experience influencers (experts, speakers, consultants, and authors) who are leaders. Adam is a globally recognized expert on customer experience. Bruce is widely regarded as a customer experience visionary.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

Eptica

NOVEMBER 6, 2019

Date: Wednesday, November 6, 2019 Author: Guest author - Jeannie Walters Avoid these 5 CX Leadership Traps! Are you ready to make real changes on behalf of your customers? Avoid these leadership traps and share in the success with your team, other leaders, and your entire organization! Published on: November 06, 2019.

Leadership 77

Leadership Net Promoter Score Contact Center Effort Score 77

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

Experience Investigators by 360Connext

MARCH 9, 2015

I’ve seen plenty of Marketing, HR and Technology leaders who have made astounding improvements in the experiences they create for customers. Customer focused organizations smoke the competition. Whether or not your title says it, your leadership is needed! Get certified. Take a minute to dive in and keep learning.

Customer Experience 110

Customer Experience Chief Customer Officer Customer Experience Professionals Resources 110

Beyond Philosophy

OCTOBER 6, 2014

This post is part of the Customer Experience Professionals Association’s Blog Carnival “Celebrating Customer Experience.” ” It is part of a broader celebration of Customer Experience Day. Check out posts from other bloggers at [link]. – See more, here.

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

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

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. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

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

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

Alida

APRIL 26, 2018

But—and this is an MC Hammer big but—at last year’s Customer Intelligence Summit , Rick Parrish, Forrester principal analyst servicing customer experience professionals, shared results of a study that shows an alarming lack of leadership in customer experience (CX) across all industries.

Customer Centricity 133

Customer Centricity Analytics Study Customer Experience Professionals 133

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. Customer What? Customer What?

Customer Experience Professionals 56

Customer Experience Professionals Customer Experience Hotels Net Promoter Score 56

Customer Guru

MARCH 7, 2018

Nienke Bloem is an acclaimed Customer Experience (CX) consultant and a distinguished keynote speaker on CX. Her passion for the field of customer experience is evident in her credentials and her work. Nienke is a certified Customer Experience Professional (CCXP).

Consulting 61

Consulting Customer Experience Telecommunications Customer Experience Professionals 61

Experience Investigators by 360Connext

JUNE 1, 2017

It’s only been in the last decade that we’ve seen any companies take the time to proactively think about a customer’s journey, and only within the last 5 years or so we’ve seen a steady expansion of those with “experience” or “customer” in their titles at the upper tiers of management.

Net Promoter Score 165

Net Promoter Score Effort Score Innovation Culture 165

ijgolding

JANUARY 15, 2016

However…there is usually one of those…there are still A LOT of people who DO NOT recognise Customer Experience – either as something of significant importance to business strategy OR as a profession at all. It is because to become a CCXP you MUST possess the knowledge AND experience of utilising and applying a set of core competencies.

Customer Experience 120

Customer Experience Customer Experience Professionals Customer Centricity Government 120

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. Rhonda also asked me some questions about the importance of human evaluation at the intersection of marketing and customer experience.

Connections 160

Connections B2B Fashion Touchpoint 160

Experience Investigators by 360Connext

MARCH 24, 2015

I am so thankful to hear about more than data and be surrounded by so many dedicated customer experience professionals. But I’ll bet on better experiences for everyone. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Customer Journeys 110

Customer Journeys Customer Experience Conference Social Media 110

Alida

JUNE 16, 2016

If you work in customer experience (CX), you probably already know Jeanne Bliss. A thought leader in CX even before this practice became mainstream , Bliss is an author and a rexpected expert on customer-centric leadership. The long list of CustomerBliss clients include Adobe, Zappos and Brooks Brothers.

Chief Customer Officer 100

Chief Customer Officer Customer Centricity Customer Experience Professionals Leadership 100

Experience Matters

DECEMBER 15, 2015

We agree and believe that customer experience is a reflection an organization’s culture and operating processes. In 2016, the need for this training will grow rapidly, and CX professionals will respond by working with their training departments and outside consultants. CX Profession Maturing. Emotion Arising.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

Michelli Experience

AUGUST 22, 2017

Given the time I spend on planes traveling to speak and consult, I have a fairly positive view of the airline industry. My perspective likely varies greatly from someone who travels only during peak holiday periods or who watches the same customer-experience disaster video repeatedly. Michelli, Ph.D.

Airlines 113

Airlines Data Travel Consulting 113

Lumoa

OCTOBER 31, 2018

Our guests have multiple years of experience in managing and consulting customer experience management in global companies and now lead their own businesses helping companies make customers happier. Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution.

Customer Experience 150

Customer Experience Customer Centricity Culture Consulting 150

Totango

MARCH 8, 2022

The community includes areas devoted to leadership discussion and job boards. CSM Practice is a CS consulting firm that serves technology and services organizations. Their forum is geared toward both customer success and customer experience professionals. CSM Practice. Support and Success Boston.

Customer Success 122

Customer Success Guidelines Social Media Tips 122

Maz Iqbal

DECEMBER 2, 2014

It tells me that Customer Experience is viewed-treated as an operational matter. What Customer Experience lacks is not certified customer experience professionals. What Customer Experience lacks is not technology nor the consultants to implement the technology.

Omni-Channel 76

Omni-Channel Customer Experience Multi-Channel Leadership 76

ijgolding

FEBRUARY 13, 2018

So, come on recruiters and hiring managers, don’t let customer experience become a phrase that you throw around casually. Like me, Beth is a Customer Experience Specialist and proud to be a Certified Customer Experience Professional (CCXP). Say what you mean. Reach out to Beth at beth@ijgolding.com.

Resources 145

Resources Customer Journeys Customer Experience Customer Centricity 145

Experience Investigators by 360Connext

JULY 24, 2015

Thanks to a gathering of some Chicago Customer Experience Professional Association members and guests recently, my brain swirled with what could be next for customer experience. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Net Promoter Score 110

Net Promoter Score Effort Score Metrics Comparison 110

Beyond Philosophy

DECEMBER 10, 2021

Soon after that, I founded my global Customer Experience consultancy, Beyond Philosophy. We had him on the podcast recently to talk about his new book, Winning on Purpose: The Unbeatable Strategy of Loving Customers. The Role of Leadership in NPS. Leadership is another integral part of the NPS success.

Effort Score 109

Effort Score NPS Net Promoter Score Leadership 109

CX Journey

AUGUST 16, 2016

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 company leadership wants to transform the culture of the organization and become a lean company, they've first got to understand what comprises lean leadership.

Company 80

Company Leadership Culture Touchpoint 80

Horizon CX

DECEMBER 31, 2018

Year-end has always been a time for personal reflection for me and as 2018 ends in just a few hours, I am inspired to share the following thoughts around Customer Experience both in reflection of the year just about to end and the one just about to begin. With that in mind, I offer the following observations and insights.

Customer Journeys 100

Customer Journeys Chief Customer Officer NPS Consulting 100

Oracle

MARCH 11, 2020

[link] #customerexperience #leadership #womenleaders pic.twitter.com/mn6B2qNjYs — Jeanne Bliss (@JeanneBliss) March 8, 2020. Jeanne Bliss is one of the most recognizable names in customer experience and customer success today. Jeanne Bliss. Kerry Bodine.

Customer Journeys 83

Customer Journeys Technology Chief Customer Officer Video 83