XMplify

JANUARY 4, 2021

In this short article I want to discuss why addressing the strategic and technical challenges facing Customer Experience professionals in 2021 is also going to need a rethink about corporate culture, especially as it app.

Culture 52

Culture Customer Experience Professionals Customer Experience Customers 52

BlueOcean

JUNE 27, 2024

What Happens to CX When the Whole Company Is Aligned Customer experience is a front-and-center topic for the contact center… but excellent CX depends on the entire organizational culture. She argues that these elements must work together seamlessly, much like a symphony, to create lasting customer loyalty and advocacy.

Customer Experience 156

Customer Experience Contact Center Customer Centricity Leadership 156

CX Journey

MARCH 1, 2017

How do you know if the work you're doing to transform your company's culture is effective and is making an impact? CX Network and Forrester's Sam Stern collaborated on a report titled Leading Indicators of an Effective Culture Transformation , which identifies how to track indicators of progress toward customer-centricity.

Customer Centricity 80

Customer Centricity Culture Customer Experience Professionals ROI 80

ijgolding

NOVEMBER 22, 2016

Fortunately, the profession that customer experience has become is steadily building a burgeoning number of just such people. Now it may sound obvious, but if an organisation aspires to have a customer centric culture, then it MUST make customer experience a priority for everyone.

Customer Centricity 120

Customer Centricity Culture Tips Strategy 120

Experience Investigators by 360Connext

APRIL 6, 2017

Service culture is the holy grail for many organizations. It’s the secret sauce of those companies we hold up as the role models of customer-centricity. Companies like Rackspace or Safelite are well-known disruptors in their industries simply because they focus like crazy on their customers. We can ALL do this.

Handbook 88

Handbook Culture How To Case Study 88

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

ijgolding

JUNE 25, 2017

Focus; commitment; sustainability; momentum; belief; buy-in; motivation; all words that can be used to help describe customer experience transformation. Customer experience professionals need to be able to use every tool in their armoury to make these words a reality. You can read my column here!

Customer Centricity 128

Customer Centricity Culture Customer Experience Professionals Case Study 128

CX University

NOVEMBER 6, 2024

Set to launch towards the end of 2024, the program will offer a comprehensive curriculum covering essential CX concepts, strategies, and best practices tailored to the unique cultural and business landscape of the Middle East. The Customer Experience Professionals Association (CXPA), has designated CXU as a Recognized Training Provider.

CRM 111

CRM Training Net Promoter Score Customer Experience 111

Lumoa

OCTOBER 24, 2023

Customer Experience (CX) hinges upon customers’ sentiments. 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.

Competitive Advantage 195

Competitive Advantage Customer Experience Net Promoter Score Effort Score 195

ijgolding

MARCH 20, 2018

Today I am absolutely delighted to share my interview with passionate Customer Experience Professional, Kathy van de Laar – enjoy… Ian. What is it that motivated you to advance your career in the customer experience profession? I recently did a customer journey mapping project with a Dutch retailer.

Customer Journeys 152

Customer Journeys Culture Customer Centricity Contact Center 152

CX Journey

MARCH 12, 2015

As companies focus inward to understand how to achieve their customer experience goals, the term “engagement” is often used interchangeably with “culture.” The two terms are related, and they’re both elements of customer experience improvement. Prompts might include: “We know who is responsible for the customer.”

Culture 80

Culture Engagement Employee Engagement Customer Centricity 80

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

Kustomer

DECEMBER 31, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Annette Pedroza to learn about building a customer centric culture. Listen Now: Listen to “Anntte Pedroza | Building a Customer Centric Culture” on Spreaker. TRANSCRIPT. Absolutely.

Customer Centricity 52

Customer Centricity Culture Leadership Effort Score 52

Experience Investigators by 360Connext

JANUARY 30, 2024

She is a Certified Customer Experience Professional (CCXP) as well as a Lean Six Sigma Black Belt (LSSBB). Michelle is a former board member for the CXPA (Customer Experience Professionals Association). About Michelle Morris: Michelle Morris is the Associate Director of CX Transformation at Verizon Connect.

Government 143

Government Customer Experience Professionals Contact Center Connections 143

ECXO

JUNE 6, 2022

Follow him: [link] Ricardo Saltz Gulko He is the Eglobalis, Innovation and Experience Consulting Agency, Managing Director, a global strategist, C-suite adviser, focused on experience culture transformation, CX-EX design, technology adoption, & innovation ignition. He’s also the ECXO.org co-founder.

Consulting 156

Consulting Customer Experience Professionals Innovation Culture 156

CX Accelerator

NOVEMBER 11, 2022

Traditionally, Human Relations departments have not been created with the primary goal of improving culture or EX so we would place this function within the CX team where the link between EX and CX has been recognized for years. Resource: Fusion: How Integrating Brand and Culture Powers the World’s Greatest Companies by Denise Lee Yohn.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

CX University

NOVEMBER 7, 2023

To meet the market demands for quality online instruction and preparation for Certified Customer Experience Professional (CCXP), CX University (CXU) launches its CCXP Exam Prep Course.

Course 52

Course Roadmap Customer Experience Professionals ROI 52

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. So far, so good.

Customer Experience 240

Customer Experience Net Promoter Score Customer Experience Professionals Advertising 240

CX Journey

MARCH 21, 2018

Image courtesy of Pixabay What's in your customer experience strategy budget? Traditionally, customer experience professionals have no budget. Despite that, customer experience professionals still need to develop a budget for the work that they do and for the resources they need for that work.

Customer Journeys 272

Customer Journeys Travel Consulting Customer Experience Professionals 272

CX University

OCTOBER 12, 2021

PHILADELPHIA, PA – October 12, 2021 – The Customer Experience Professionals Association (CXPA) updated their professional certification exam (CCXP) on October 5, 2021 and CX University’s (CXU) online courses are congruent with the new exam content domains.

ROI 98

ROI Course Analysis Customer Experience Professionals 98

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. Jeanne Bliss.

Chief Customer Officer 285

Chief Customer Officer Customer Experience Professionals Consulting Employee Experience 285

Experience Investigators by 360Connext

SEPTEMBER 17, 2019

CX Day is a day all about learning, sharing, and celebrating with the Customer Experience community. The first wave of customer experience professionals have had to create our own paths. There was no text book or standard curriculum when it came to customer experience. Why do we do this?

Social Media 146

Social Media How To Culture Customer Centricity 146

CloudCherry

MARCH 19, 2018

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. Not a lot of companies are doing that.

Customer Experience 247

Customer Experience Customer Journeys Lifetime Customer Financial 247

CX University

OCTOBER 5, 2021

On October 5, 2021, Dr. Latib will join FPL virtually to lead the topic on Creating a Culture of Experience Obsession. This day is also the global #CXDay, where Customer Experience professionals around the world recognize the profession and its advancement. How to say “No” without saying “No.”

Engagement 94

Engagement Banking Culture Customer Experience Professionals 94

Experience Investigators by 360Connext

OCTOBER 5, 2021

What Does a Customer Experience Professional Do? Customer experience professionals have many different titles and many different job descriptions. There are CX leaders who focus primarily on customer insights, like Voice of the Customer programs.

Customer Journeys 367

Customer Journeys Social Media Contact Center How To 367

Experience Matters

OCTOBER 14, 2014

CX is about culture, not a veneer. Cannon mentioned that great leaders create culture that creates great customer experience. B2B CX Compelling Brand Values Customer experience Employee Engagement Purposeful Leadership Customer Experience Professionals Association CX Day CXPA MBUSA Mercedes Benz Steve Cannon'

Net Promoter Score 279

Net Promoter Score Employee Engagement Leadership B2B 279

ijgolding

JANUARY 28, 2018

Last week I had a fascinating conversation with a peer of mine – a fellow Customer Experience Professional. James Dodkins is as passionate about transforming organisations to become sustainably customer centric as I am. The six steps are as follows: Step 1 – Attract. What do I mean by the ‘right employees’?

Employee Engagement 196

Employee Engagement Engagement Customer Centricity Culture 196

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

OCTOBER 1, 2019

Customer experience professionals, enthusiasts and change agents around the world are celebrating today. CX Day is all about celebrating our success, learning from our amazing community, and looking to the future of customer experience. Watch: Building (and sustaining) a Customer-Centric Culture.

Case Study 137

Case Study Customer Centricity B2B Culture 137

BlueOcean

OCTOBER 8, 2021

Removing pain points FIRST, is far more valuable than trying to delight customers. This shift has led to the advent of the Customer Service Officer, a role that didn’t even exist just a short time ago. Tapping into Customer Personas. One of the guiding principles, in fact, states that “culture + governance = execution.”.

Customer Experience 177

Customer Experience Contact Center Culture Study 177

delighted

AUGUST 4, 2023

How can you navigate that feeling to uphold your organization’s feedback-forward culture, while protecting your mental health? In this post, we’ll cover 5 tips for digesting negative feedback to reduce the likelihood of feedback burnout as a customer experience professional. Let’s dive in.

Feedback 79

Feedback Tips Management NPS 79

Beyond Philosophy

DECEMBER 31, 2019

In some cases, organizations thought forming a Customer Experience team was the solution to the Customer Experience problem. However, it is only the first step in a broader cultural change. Prediction #4: Measurement will become a higher priority for Customer Experience professionals.

Customer Experience 152

Customer Experience Effort Score Consulting Customer Experience Professionals 152

ClearAction

SEPTEMBER 25, 2022

CCXP exam (Customer Experience Professional Certification) competencies are a guide to highly profitable customer experience management. Pulling together all of this, you create your customer experience strategy. Accordingly, CCXPs have privileges in the Customer Experience Professionals Association.

Customer Journeys 62

Customer Journeys Study Customer Experience Professionals Financial 62

Experience Investigators by 360Connext

OCTOBER 6, 2014

What if your company spread the news about great experiences just as much as bad ones? Customercentric culture is all about being proactive. If customers are complaining about the same issue over and over again, it’s time to figure out what’s really going on. Happy Customer Experience Day!

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

Beyond Philosophy

MARCH 19, 2020

Moreover, Forrester said that one in four people in the Customer Experience industry would lose their jobs this year. 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.

Trends 191

Trends Net Promoter Score Effort Score ROI 191

Horizon CX

JUNE 2, 2020

And buried within that same report, they also predicted that customer experience professionals would either quantify their business impact and reach new levels of influence or find themselves in a tenuous position. Legendary management consultant and writer Peter Drucker once said, “Culture eats strategy for breakfast.”

Leadership 130

Leadership Culture Strategy Customer Experience Professionals 130

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. Cultural transformation is never easy. How will you ever really change your culture?

Leadership 161

Leadership Culture Customer Experience Professionals Customer Centricity 161