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

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

TechSee

AUGUST 14, 2023

Follow on LinkedIn Jeanne Bliss , Founder & CEO at Customer Bliss Jeanne Bliss is the Founder and President of CustomerBliss and Co-Founder of The Customer Experience Professionals Association. ” His articles have appeared in numerous professional journals, and he has appeared live on ABC News and Fox Business.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Beyond Philosophy

DECEMBER 31, 2019

When you take on Customer Experience, you have to think about your business differently than you have in the past. The definition of madness is doing the same things and expecting different results. In some cases, organizations thought forming a Customer Experience team was the solution to the Customer Experience problem.

Customer Experience 152

Customer Experience Effort Score Consulting Customer Experience Professionals 152

ijgolding

FEBRUARY 3, 2016

This article was originally written for my exclusive column on mycustomer.com – a hugely valuable and rich resource of information, expertise and inspiration for CX Professionals. I want to start my inaugural exclusive column for MyCustomer by stating how very proud I am to call myself a customer experience professional!

Customer Experience 120

Customer Experience Customer Experience Professionals Travel Study 120

ijgolding

FEBRUARY 12, 2018

Pret A Manger’s brand promise is simple, “Passion” – passion in everything they do, passion about their fresh, natural food, about their organic coffee and, most of all, about their passionate staff, which they nurture through a culture that fosters staff motivation and engagement.

Strategy 132

Strategy Customer Experience Advertising Competitive Advantage 132

ijgolding

DECEMBER 11, 2017

The main attractions for me were culture, history and food (not necessarily in that order!). So, was the customer experience different in Japan? Japan has a definite sense of place, and character. Apart from the fact that almost everything we saw was stunningly beautiful, the experience was very distinctive.

Customer Experience 166

Customer Experience Travel Transportation Training 166

CX Journey

OCTOBER 30, 2018

Journey Voice of customer Engagement Culture Automation Security Experience Metrics Transformation Let's start with a definition of "buzzword." Wendy Liu is VP, Customer Care and Executive Care Response Liaison at Comcast. Her three terms are transformation, journey, and culture.

Culture 88

Culture Voice of Customer Metrics Customer Experience Professionals 88

Customer Bliss

MAY 16, 2017

She is a Certified Customer Experience Professional (CCXP) as well as certified Six Sigma Green Belt. She is an IAF Certified TM Professional Facilitator. Milista has “the sum of all relationships with your customers.” Anderson holds a B.S. from the University of Tennessee at Chattanooga and M.Ed.

Chief Customer Officer 0

Chief Customer Officer ROI Financial Insurance 0

Beyond Philosophy

OCTOBER 6, 2014

When we work with clients, we train the CX teams on assessing how Customer-centric they are. They include the following: What is the definition of the type of Customer Experience you want to deliver? Do you have a person or team of people responsible for managing the Customer Experience for your organization?

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

CX Journey

SEPTEMBER 19, 2017

By definition, the mapping process is a collaborative effort that brings different departments together to build that initial assumptive map: for discovering, learning, and sharing. Once you've created the assumptive map , you must have the map validated by customers. Definitely not. This is where maps help to break down silos.

Customer Journeys 121

Customer Journeys Touchpoint Customer Experience Professionals Customer Experience 121

ijgolding

MAY 17, 2018

Today I am absolutely delighted to share my final interview with Genevieve Bruketa-Baskovic – an amazingly well travelled Customer Experience Professional who is passionate about doing everything she does with the customer in mind – enjoy…. Tell us a little bit about your working background: Genevieve.

Travel 164

Travel Hotels Customer Experience Feedback 164

Experience Investigators by 360Connext

FEBRUARY 18, 2020

By the time you're done, you'll feel ready to begin advocating for culture-changing growth in your organization. So often I see leaders get so bogged down in setting and meeting their quantitative goals that they forget their customers are human, and that some results can't be quantified. Emails come with actionable missions.

Course 35

Course Training Customer Journeys Customer Experience 35

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

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. Some hints: big data, omnichannel, personalisation, AI and organizational culture. Don’t underestimate culture.

Customer Experience 150

Customer Experience Customer Centricity Culture Consulting 150

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Lumoa

APRIL 24, 2018

The maturity of the organizations ability to use this rich information and leadership greatly determine the outcome of this or any listening system truly driving culture change that leads to improved customer and employee experiences." Blake Morgan Customer Experience Futurist, Speaker and Author.

System 317

System Effort Score NPS Net Promoter Score 317

CX Journey

MAY 5, 2015

I'm blogging today from the Customer Experience Professional Association's (CXPA) Insight Exchange in San Diego. Her solution: to say to the organization that we would never design a new product without the following items, so why would we do it for customer experience.

Customer Journeys 80

Customer Journeys Strategy Customer Experience Government 80

CX Journey

FEBRUARY 5, 2019

Customer experience professionals use storytelling to gain buy-in and commitment from their audiences (typically executives, as well as employees) and to deliver impactful emotional and rational perspectives and messages, thereby capturing both the hearts and minds of the intended audience. Align the organization.

Customer Journeys 88

Customer Journeys Transportation Customer Centricity Exercises 88

CX Journey

FEBRUARY 25, 2016

How would your customers rate your omnichannel experience? Customer effort is (or should be) a huge area of concern for customer experience professionals; it's major point of contention and frustration for customers. This is a culture thing.

Omni-Channel 80

Omni-Channel Customer Experience Customer Journeys Retail 80

Zeisler Consulting

APRIL 20, 2021

LinkedIn, Medium, tons of CX blogs and websites, including the Customer Experience Professionals Association (CXPA), Customer Think , and others, are all great sources of information for those looking to expand their knowledge and understanding of Customer Experience. In a compounding way.

Course 93

Course Customer Experience Professionals Leadership Brands 93

Pointillist

MAY 23, 2018

More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. Successful customer journey mapping projects don’t just happen by accident. By Steve Offsey.

Customer Journeys 90

Customer Journeys Analytics How To Touchpoint 90

ClearAction

OCTOBER 1, 2018

Flowing CXM starts with VoC as the shaper of corporate strategy and culture. VoC flows into additional data and insights to become customer intelligence. This is like the game of Jenga , where short-cuts in the base (headquarters) generate wobbliness at the top (customer touch-points).

Customer Experience 63

Customer Experience Effort Score ROI Study 63

ChurnZero

MARCH 22, 2019

Rob: I would say there are definitely certain ways to go about it, and I think it all depends, and is why we will do a whole research report on that spending data. We had one of our portfolio companies with 60% of their headcount reporting up through CS, and that’s how they focused and was the culture of the business. Too many even.

Customer Retention 61

Customer Retention Customer Centricity Customer Success Sales 61

ClearAction

MARCH 22, 2024

CX is a Team Sport: 2 Surprising Views Lynn Hunsaker CX is a Team Sport was the CX Day 1 theme in 2021, celebrating the 10th anniversary of the Customer Experience Professionals Association. Camaraderie within the Customer Service (or Success) department is another way CX is a Team Sport. Controlling Touchpoints Model.

Sports 62

Sports Chief Customer Officer Conference Customer Centricity 62

Beyond Philosophy

OCTOBER 6, 2014

When we work with clients, we train the CX teams on assessing how Customer-centric they are. They include the following: What is the definition of the type of Customer Experience you want to deliver? Do you have a person or team of people responsible for managing the Customer Experience for your organization?

Customer Experience 60

Customer Experience Net Promoter Score Customer Centricity Customer Journeys 60

Beyond Philosophy

OCTOBER 6, 2014

When we work with clients, we train the CX teams on assessing how Customer-centric they are. They include the following: What is the definition of the type of Customer Experience you want to deliver? Do you have a person or team of people responsible for managing the Customer Experience for your organization?

Customer Experience 60

Customer Experience Net Promoter Score Customer Centricity Customer Journeys 60

ClearAction

JANUARY 6, 2021

21 Tips for 2021 Customer Experience Excellence Lynn Hunsaker. Customer experience excellence is certainly defined a bit differently now, compared to years past. 13) Stop obsessing about customer journey maps. Teamwork is essential to seamless customer experience.

Tips 77

Tips Customer Experience Net Promoter Score Customer Journeys 77

Customer Guru

MARCH 7, 2018

Devika Vittal is the Director of Customer Experience at UAE Exchange. She is a seasoned customer experience professional with a demonstrated history of working in the financial services industry. Her expertise in this space helped UAE Exchange win two Customer Experience Benchmarking Index Awards for 2014.

Customer Experience 60

Customer Experience Customer Centricity Leadership Innovation 60

ClientSuccess

AUGUST 27, 2019

Fundamentally, you can never go wrong talking to customers and working toward greater internal alignment around your customer’s success. What are two or three ways you’ve established (or improved) “customer success as a culture” within your organization? What is one customer success principle you try to live by?

Software 40

Software Customer Success Culture eBook 40

Russel Lolacher

OCTOBER 10, 2022

Let’s call this customer experience Professionals Association. And she’s been a been a bunch of top this and top that list for customer experience leadership. And it’s a joke, because these big executive types are all they see customer equals money. Wow, another acronym. Stacy Sherman.

Trends 52

Trends Net Promoter Score Leadership Employee Experience 52

Russel Lolacher

JULY 4, 2022

He is the senior director of customer experience at arise virtual solutions, which is the platform that connects big brands with working from home service providers. Now that definitely lends itself segue into our topic today, which is all about networking and connecting and community building. Russel Lolacher. Nate Brown.

Employee Experience 52

Employee Experience Connections Leadership Groups 52

ijgolding

JUNE 9, 2015

If you have followed my writing for a while, you will be very much aware that I am very proud and passionate Customer Experience Professional (CXP). One of a growing number of ‘specialists’ in the newly recognised professional field, this group of skilled, experienced practitioners is growing in number on a weekly basis.

Customer Experience Professionals 120

Customer Experience Professionals Leadership Customer Experience Effort Score 120

SmartKarrot

FEBRUARY 15, 2022

Along with his expertise in customer expertise, Baer is also a content marketing expert offering social media-centric customer service advice. Jeanne Bliss , author, and blogger about customer experience, has over 35 years of experience as a customer experience professional. Jeanne Bliss.

Customer Service 10

Customer Service Social Media Customer Centricity Tips 10

CX Journey

FEBRUARY 14, 2018

And customers are still complaining. In other words, customer experience improvement efforts are failing. We advocate, as customer experience professionals, getting to the root cause of issues. It's definitely one of the problems. We’ll think about our culture at another time. So here goes.

Employee Experience 116

Employee Experience Culture Policies Customer Experience Professionals 116

Lumoa

MARCH 21, 2023

I share some experiences from Rituals, a brand that excels in delivering moments worth experiencing and share some practical hands-on advice into how businesses could advantage from creatively designing and implementing working values. Customer service is not a department. I hold nothing back.

Customer Experience 221

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 221

CX Journey

OCTOBER 17, 2018

Beyond that, there must be a well-defined customer experience vision and strategy , a governance structure to provide guidelines and oversight for the work ahead, a focus on improving the employee experience along with recognition that employees drive the customer experience , and a people-first culture.

Trends 111

Trends Guidelines Omni-Channel Government 111