BlueOcean

JUNE 27, 2024

In “Customer-Centric Harmony: Crafting Experiences That Strike the Right Chord,” CX expert Olga Potaptseva outlines a holistic approach to engaging customers by aligning leadership, technology, processes, people and culture, and customer experience management.

Customer Experience 156

Customer Experience Contact Center Customer Centricity Leadership 156

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

CX Accelerator

MARCH 14, 2019

When it comes to Customer Experience (CX) work, it takes a very special type of person to be successful. Consider all the skills required to thrive in the role.data crunching, storytelling, journey mapping, process improvement, change management, strategic thinking, influencing behaviors, project management.the list goes on.

Customer Experience 369

Customer Experience Customer Journeys ROI Guidelines 369

InMoment XI

MARCH 6, 2024

The best customer experience quotes can be a great source of inspiration for leadership teams and entire organizations looking to drive their CX transformation. According to research: Companies that earn $1 billion annually can expect to earn, on average, an additional $700 million within 3 years of investing in customer experience.

Customer Experience 195

Customer Experience Social Media Customer Centricity Feedback 195

InMoment XI

SEPTEMBER 30, 2014

As customer experience professionals, it’s time we realized that we are no longer practicing customer experience management, but rather customer experience enablement. When it comes to the customer journey, we’re just along for the ride.

Customer Experience Professionals 150

Customer Experience Professionals Customer Journeys Customer Experience Management Customer Experience 150

InMoment XI

SEPTEMBER 30, 2014

As customer experience professionals, it’s time we realized that we are no longer practicing customer experience management, but rather customer experience enablement. When it comes to the customer journey, we’re just along for the ride.

Customer Experience Professionals 150

Customer Experience Professionals Customer Journeys Customer Experience Management Customer Experience 150

InMoment XI

SEPTEMBER 30, 2014

As customer experience professionals, it’s time we realized that we are no longer practicing customer experience management, but rather customer experience enablement. When it comes to the customer journey, we’re just along for the ride.

Customer Experience Professionals 150

Customer Experience Professionals Customer Journeys Customer Experience Management Customer Experience 150

Customer Guru

AUGUST 8, 2018

Adam is a globally recognized expert on customer experience. He is the co-founder and director of Genroe, a consultancy that specializes in Net Promoter®, customer feedback management, data analysis, and customer experience management. Bruce is widely regarded as a customer experience visionary.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

CloudCherry

MARCH 19, 2018

It tells you if you’re actually doing the right things, whether the initiatives you take impact the customer as well as your business in a positive way and also cut down on investments that aren’t delivering the expected returns. Merely investing in a Customer Experience Management tool doesn’t suffice.

Customer Experience 247

Customer Experience Customer Journeys Lifetime Customer Financial 247

ijgolding

APRIL 5, 2016

The very first question they asked me was “How did you become so passionate about customer experience management?” There is no better way to bring to life what I am describing than the experience I had the pleasure of enjoying last week. Customer Experience is not a job… it’s a vocation!

Customer Experience 120

Customer Experience Customer Experience Professionals Hotels Customers 120

CX Journey

NOVEMBER 9, 2016

I'm looking forward to working with more new clients and meeting and learning from more brilliant customer experience professionals going forward. B2B Customer Experience Management Best Practices A Confused Customer Buys Nothing Today's VOC Program Challenges The 7 Deadly Sins of Customer Experience.

Customer Journeys 166

Customer Journeys B2B Customer Experience Professionals Culture 166

ClearAction

SEPTEMBER 25, 2022

CCXP exam (Customer Experience Professional Certification) competencies are a guide to highly profitable customer experience management. It’s equally applicable to Employee Experience and Partner Experience management. Professional certification is not a walk in the park.

Customer Journeys 62

Customer Journeys Study Customer Experience Professionals Financial 62

CX Journey

NOVEMBER 11, 2014

Or are you still wondering why it''s an important tool to have in your customer experience management toolbox? I think customer experience professionals have made huge inroads in that regard this year. Journey maps are a valuable tool in your company''s effort to improve the customer experience.

Customer Journeys 189

Customer Journeys Touchpoint Customer Experience Professionals Policies 189

IntouchInsight

MARCH 29, 2018

We recently sat down with Jim Tincher, founder of Heart of the Customer and Certified Customer Experience Professional (CCXP), to get his take on the customer experience landscape and how it is changing in 2018.

Customer Experience 191

Customer Experience Customer Experience Professionals Customers Customer Experience Management 191

ijgolding

JULY 14, 2017

Like me, Beth is a Customer Experience Specialist and proud to be a Certified Customer Experience Professional (CCXP). Beth started out in internal communications, journalism, and knowledge management.

Customer Experience Design 274

Customer Experience Design Customer Journeys Customer Experience Banking 274

Lumoa

JANUARY 19, 2023

User experience design, to be able apply concepts such as human-centered design to cross-functional projects. Project management, to ensure that projects are well organized, completed on time and meet key metrics. Communication and problem-solving, to promote the team initiatives and manage change within the organization.

Customer Experience 221

Customer Experience Net Promoter Score How To Customer Journeys 221

CX Accelerator

MARCH 14, 2019

When it comes to Customer Experience (CX) work, it takes a very special type of person to be successful. Consider all the skills required to thrive in the role.data crunching, storytelling, journey mapping, process improvement, change management, strategic thinking, influencing behaviors, project management.the list goes on.

Customer Experience 182

Customer Experience ROI Customer Journeys Guidelines 182

Kerry Bodine

JUNE 20, 2015

I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals. Professional Associations. Transforming the Fan Experience 2015.

Conference 120

Conference CEM Customer Experience Professionals Contact Center 120

ReviewTrackers

AUGUST 24, 2020

In order to differentiate themselves from the competition and drive revenue growth, businesses must delight customers, exceed expectations, foster consumer trust and loyalty, and deliver experiences that customers love. Customer experience management is an executive decision and requires an organization-wide commitment.

Customer Experience 124

Customer Experience Multi-Channel Social Media Touchpoint 124

Horizon CX

OCTOBER 3, 2020

That certainly, and especially, includes being skilled and competent at the management of Customer Experience (CX). In applying the power of rudiments to Customer Experience and the management of CX, what are those essential building blocks that must be considered in order to achieve overall mastery and success?

Customer Journeys 130

Customer Journeys Net Promoter Score Effort Score Survey 130

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.

Resources 145

Resources Customer Journeys Customer Experience Customer Centricity 145

CloudCherry

MARCH 19, 2018

It tells you if you’re actually doing the right things, whether the initiatives you take impact the customer as well as your business in a positive way and also cut down on investments that aren’t delivering the expected returns. Merely investing in a Customer Experience Management tool doesn’t suffice.

Customer Experience 150

Customer Experience Customer Journeys Lifetime Customer Financial 150

Customer Guru

AUGUST 21, 2018

Kate is the VP and Principal Analyst at Forrester and serves Application Development & Delivery Professionals. She is a renowned expert on customer relationship management (CRM), customer service strategies, and ROI. One of her most notable research works was Forrester’s Customer Experience Management Maturity Model.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

Alida

NOVEMBER 29, 2017

Most executives today claim that customer experience (CX) is a top goal for their business , but Forrester’s research shows that companies aren’t making meaningful improvements in this area. Certain brands rose to the top of Forrester’s Customer Experience Index last year, but that’s only because other brands have declined.

Study 127

Study Leadership Customer Experience Professionals Metrics 127

CX Journey

SEPTEMBER 1, 2016

CX Day is a celebration of customer experience professionals, those folks who work tirelessly to design and deliver a great customer experience to their customers. This day is meant to not only highlight the profession but also to continue to raise awareness of the importance of the customer experience.

Company 92

Company Customer Experience Professionals Customer Experience Management Customer Experience 92

Maru/HUB

JANUARY 17, 2018

MarketsandMarkets forecast the global customer experience management (CEM) market to grow from $3.77 billion by 2019, the customer analytics market from $1,623.2 Today’s Customer Experience analytics programmes are substantial investments to businesses and therefore demand ROI. billion in 2014 to $8.39

Customer Experience 106

Customer Experience CEM Omni-Channel ROI 106

CX Journey

NOVEMBER 29, 2017

Customer experience management is all about change management; that also means that it's all about change. At least that's what your customers are hoping for. You've listened to customers. But, as customer experience professionals, we know that our work is not done until change has happened.

Customer Experience Professionals 124

Customer Experience Professionals Policies Employee Experience Customer Experience 124

Beyond Philosophy

OCTOBER 28, 2021

Customer Experience as we know it is dying because of a few factors. First, it seems like a simple concept, so, sometimes, people don’t think they need help to manage it. Organizations want to fix one thing and then go on about their business with an improved Customer Experience. .

Customer Experience 97

Customer Experience Net Promoter Score Insurance Effort Score 97

SurveySensum

JULY 14, 2020

Brenda Lynn Dichoso – Head of Customer Experience Performance Management at PT Smartfren Telecom. Brenda Lynn Dichoso is a customer experience executive with direct vertical market experience in designing, implementing, and managing complex customer care operations in a telecom set-up.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

IntouchInsight

APRIL 5, 2018

In part-one of our interview, Jim - founder of Heart of the Customer and Certified Customer Experience Professional (CCXP) - provides many great insights for customer experience (CX) professionals looking to build a standout CX program across their organization.

Customer Experience 120

Customer Experience Customer Experience Professionals Customers Customer Experience Management 120

ClearAction

JANUARY 6, 2021

Another interesting thing about this list of obvious CX excellence needs is it’s not necessarily in the average customer experience manager’s scope of control or influence. This is success-limiting because it pigeon-holes responsibility with those who manage customer touch-points.

Tips 77

Tips Customer Experience Net Promoter Score Customer Journeys 77

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

CX Journey

JULY 5, 2016

The implications of investing in both the employee experience and the customer experience are measurable against the bottom line. There's a lot of evidence out there, and yet, customer experience professionals are constantly asked to prove it. The Elusive ROI of Customer Experience What is the #CX End Game?

Customer Experience 117

Customer Experience ROI Return on Investment Customer Experience Professionals 117

CX Journey

OCTOBER 27, 2015

Ironically, the postings were really sales/retail positions or call center/customer service jobs. And sadly, many of the job descriptions never even mentioned the customer ! If that's the case, then your title should have the words "customer experience." (If How can that be? Do your job, the one you're hired for.

Customer Experience 80

Customer Experience Customer Experience Professionals Consulting Call Center 80

ijgolding

DECEMBER 11, 2017

Like me, Beth is a Customer Experience Specialist and proud to be a Certified Customer Experience Professional (CCXP). Beth started out in internal communications, journalism, and knowledge management.

Customer Experience 166

Customer Experience Travel Transportation Training 166

ijgolding

MAY 5, 2017

As specialist Customer Experience recruiters we’ve dealt with many sectors across the UK over the last five years – among them financial services, utilities, publishing, education, health & wellness and facilities management. Most obviously, there is a huge budget!

Brands 144

Brands Customer Journeys Brand Values Airlines 144

Ian Williams

JUNE 25, 2019

Transformation, however, typically sits with specific individuals across different functional areas who do not appreciate the real benefits of Customer Journey Mapping. If people in the business who are charged with managing Customer Experience do not always appreciate its benefits, it isn’t surprising that other functions don’t either!

Customer Journeys 40

Customer Journeys Customer Experience Exercises Customer Experience Professionals 40