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

ECXO

JUNE 6, 2022

Gilmore wrote the best-selling book The Experience Economy: Our 3 Moderators for such a Special event: Joanna Carr Joanna is a Customer Experience Consultant for Allegro, a technology and communication bureau based in Norway. In 1999 Mr. Pine and his partner James H. He’s also the ECXO.org co-founder.

Consulting 156

Consulting Customer Experience Professionals Innovation Culture 156

Experience Matters

OCTOBER 7, 2015

Yesterday was a great day, as Temkin Group joined customer experience professionals around the world in celebrating Customer Experience Day 2015. Since Temkin Group labelled 2015 as the Year of the Employee for customer experience, we carried that theme into our CX Day 2015 activities.

Customer Experience 120

Customer Experience Infographics eBook Customer Experience Professionals 120

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

TechSee

JUNE 16, 2022

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Jeff is truly obsessed with customer service. Jeanne Bliss, Founder and CEO at Customer Bliss.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Experience Matters

DECEMBER 15, 2015

In this environment, we expect to see: Culture Change Intensifying. Peter Drucker once said, “ Culture eats strategy for lunch.” We agree and believe that customer experience is a reflection an organization’s culture and operating processes. Effort Metric Expanding.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 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. In 2014, Ian officially became a Certified Customer Experience Professional. Annette Franz. Jeff Toister.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

CX Journey

OCTOBER 30, 2018

Image courtesy of CMP The customer experience profession has a lot of buzzwords. I was recently given access to a report by the team at Customer Management Practice , organizers of the popular CCW (Customer Contact Week) events. Wendy Liu is VP, Customer Care and Executive Care Response Liaison at Comcast.

Culture 88

Culture Voice of Customer Metrics Customer Experience Professionals 88

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. In 2014, Ian officially became a Certified Customer Experience Professional. Annette Franz. Jeff Toister.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

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

CX Journey

MAY 3, 2016

The Customer Experience Professionals Association (CXPA) was established in 2011 to support and to advance the customer experience profession, to set standards for the profession, and to increase the visibility of these long-unsung heroes. Image courtesy of ccxp.org I originally wrote today's post for HappyOrNot.

Customer Experience 80

Customer Experience Customer Experience Professionals ROI Metrics 80

PeopleMetrics

FEBRUARY 17, 2014

Customer Experience professionals often face a daunting task: getting executives to truly care about the customer experience. While executives often talk about customer experience and its importance to the business, sometimes their actions indicate that they do not identify with customers the way the Cx team does.

Banking 101

Banking Contact Center Travel Customer Experience Professionals 101

CX Journey

MARCH 8, 2017

Sadly, this is a concept that voice of the customer and customer experience professionals are quite familiar with. When these professionals continue using the same tools and the same processes over and over again, yet find they're not making any progress, well, that's customer experience insanity.

Analysis 145

Analysis Analytics Customer Experience Professionals Tools 145

Experience Investigators by 360Connext

NOVEMBER 12, 2019

You, your brand, your org structure and your customers are most likely facing many of the same CX challenges as your competitors. I recently attended the SAP Customer Experience Live event in Munich, Germany. As those who are observing and responding to customers, we must realize and overcome our own bias.

Brands 160

Brands Customer Journeys Technology Customer Experience Professionals 160

CX Journey

MAY 5, 2015

I'm blogging today from the Customer Experience Professional Association's (CXPA) Insight Exchange in San Diego. Focus on how to embrace, leverage, and embed CX into your company's culture - don't focus on changing it. If you don't have it, do the financial impact analysis needed to gain it.

Customer Journeys 80

Customer Journeys Strategy Customer Experience Government 80

CX Journey

MAY 7, 2015

I'm blogging again today (note: I wrote this yesterday but didn't get a chance to publish it) from the Customer Experience Professionals Insight Exchange in beautiful San Diego, CA. The event takes place at the Hotel del Coronado , and if you've never been, it's a wonderful venue.

Customer Experience 80

Customer Experience Hotels Insurance Effort Score 80

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

JANUARY 19, 2023

Whether your company is using the Balanced Scorecard , OKRs (Objectives and Key Results), SMART , or simple KPIs , this will help you align the work of your future customer experience department to goals everyone in the company cares about.

Customer Experience 221

Customer Experience Net Promoter Score How To Customer Journeys 221

Horizon CX

JULY 15, 2019

Clearly the decision, in that case, was to transform a culture rather than check the box on a form. However, in 2011, I discovered the Customer Experience Professionals Association (CXPA) to which I joined up and volunteered for everything imaginable. That didn’t exist back then.

Course 113

Course Training Entertainment Exercises 113

Thematic

MAY 22, 2019

CXPA or the Customer Experience Professionals Association is an organisation dedicated to cultivating the CX profession. Use this to kick start conversations about how your team currently treats customers who may have limited knowledge about your products/services. CX professionals at CXPA 2019 – Source.

Exercises 97

Exercises ROI Conference Video 97

Kustomer

AUGUST 26, 2022

The HBR IdeaCast is a great resource for insights, up-to-date trends, as well as the practicalities of how cultural shifts impact business. A leader in customer experience, host Blake Morgan is a keynote speaker, customer experience futurist and contributor to Forbes and the Harvard Review. Harvard Business Review.

Customer Experience 95

Customer Experience Chief Customer Officer Competitive Advantage Hospitality 95

Customer Bliss

MARCH 30, 2017

(Interesting sidebar: Columbus might be one of the burgeoning capitals for customer experience labs, because it’s considered “the test market of the United States” because of how various cultures intersect there.). A look inside the Wendy’s customer experience lab outside of Columbus, OH.

Customer Experience 100

Customer Experience Banking Net Promoter Score Call Center 100

Storyminers

FEBRUARY 17, 2021

Mike and Akos, two customer experience professionals from two continents discuss what customer experience base thinking can teach politics and how it accelerates “global thinking”. Every other event was either local or didn’t affect the whole world at the same time. The global pandemic has raised the stakes.

Groups 147

Groups Government Travel Communication 147

CX Centric

OCTOBER 4, 2021

CX-Brussels in collaboration with CX-Centric hosted an event on CX Leadership which was on the 9th of September 2021. The online event was predominantly attended by Belgian-based Customer Experience professionals from most insurance companies. What can l do to keep hope alive - in others and me?

Leadership 52

Leadership Customer Experience Customer Centricity Roadmap 52

COPC

OCTOBER 16, 2023

The younger generations now see little reason to want to be in an office when, from their perspective, they can replicate the cultural norms via Slack (or other platforms) and visual storytelling vs. water coolers and lunchrooms.

Leadership 93

Leadership Transportation Contact Center Culture 93

ClearAction

SEPTEMBER 29, 2016

It’s a time when customer experience professionals take extraordinary care to thank customers — and employees who make a difference in customer experience (CX). CX Day is in the first week of October, founded by the Customer Experience Professionals Association ( CXPA ).

Customer Experience 48

Customer Experience Customer Experience Professionals ROI B2C 48

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

Blake Morgan

AUGUST 4, 2023

Everyone, including employees who don’t interact with customers, has a role in creating a cohesive and compelling customer experience. It comes down to the mindset and culture of the company–are leaders and employees focused on providing an excellent customer experience? That effort involves everyone.

Customer Experience 52

Customer Experience Competitive Advantage Customer Centricity Case Study 52

Beyond Philosophy

OCTOBER 28, 2021

These bandwagon riders change some things in their experience but don’t track the results, and then, when the CEO wants an ROI, they don’t have anything to report. . Pine agrees, adding that someone had sent him the video of Steve Jobs talking about Customer Experience First right before this event. .

Customer Experience 97

Customer Experience Net Promoter Score Insurance Effort Score 97

Clarabridge

OCTOBER 2, 2018

CXPA’s 6 th Annual Worldwide CX Day presents a fantastic opportunity for Clarabridge to celebrate the increasing significance of customer experience for businesses across the globe. Lorraine: CXPA members are celebrating around the world and embracing the opportunity to reflect on their work promoting the customer experience.

CEM 40

CEM Social Media Analytics Customer Experience Professionals 40

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

How to structure and compensate a Customer Success team. How to develop a customer health score and key customer events to track. 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.

Customer Retention 61

Customer Retention Customer Centricity Customer Success Sales 61

CSM Magazine

MAY 19, 2023

This involves prioritizing customer needs and preferences. By focusing on providing value to customers, companies can foster long-term relationships, improve customer satisfaction, and drive business growth. This helps customer experience professionals adapt to evolving customer demands and remain proficient in their roles.

Customer Journeys 52

Customer Journeys Customer Experience Net Promoter Score Effort Score 52

Think Customers

MARCH 21, 2023

The power of connectivity was on brilliant display this month in Salt Lake City, where approximately 10,000 customer experience professionals gathered to soak up inspiration and new ideas to deploy upon returning home. CX and EX, not one or the other Malala Yousafzai speaks at the Qualtrics X4 Summit.

Report 52

Report Airlines Healthcare Transportation 52

Customer Guru

MARCH 7, 2018

The decision to join Piramal in this new role was tough and challenging as I had the sole responsibility to create the entire CX culture in the company. The pharmaceutical industry was entirely new to me; however, I also thought that this was a wonderful way of creating value to customers and doing something I’m extremely passionate about.

Customer Experience 65

Customer Experience Customer Centricity Chief Customer Officer B2C 65

Qualtrics

FEBRUARY 20, 2019

From his influential thought leadership at Forrester, to founding the Customer Experience Professionals Association (CXPA) in 2011, it’s little wonder he’s known as the ‘Godfather of CX’. While this may not sound like CX, it was an important foundation for all of my eventual work in experience management.

B2B 30

B2B Groups CRM Culture 30

ChurnZero

APRIL 5, 2019

Wondering how to take your red and yellow customers and transform them into your biggest cheerleaders? Our inaugural Atlanta Leadership Hour featured four discussion topics led by area Customer Success leaders. With the event wrapped up, our participants left with great takeaways to share with their own C S teams.

Tips 40

Tips Customer Success Customer Centricity Leadership 40