Customer Experience Professionals Customer Focused NPS 
Lumoa
DECEMBER 18, 2017
Jim, CCXP (Certified Customer Experience Professional), is a founder of a CX consulting agency, Heart of the Customer , and sees the world in a special way: through the eyes of customers. Text analytics help you to hear the real voice of the customer.” It’s not about the score, but the system: NPS.
Experience Investigators by 360Connext
JANUARY 28, 2020
Anxiety is ramping up for senior leaders focused on customer experience, and it’s not difficult to understand why. According to Forrester’s 2020 Predictions , 1 in 4 customer experience professionals will lose their job this year. Related: Is Your Mission Customer-Focused, or an Empty Promise?
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ijgolding
OCTOBER 3, 2016
As I continue to develop my Customer Experience Specialism around the globe, a number of questions are continually raised by the people I meet. These questions include the following examples: Should I measure NPS or CSat? How many customer segments should we have? Should we have a Chief Customer Officer.
Kayako
APRIL 15, 2019
We had the pleasure of hosting customer service and experience expert, Shep Hyken earlier this month for a half hour Q&A session on why customer experience matters so much and what businesses must do to create the best experiences for their customers.
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.
ijgolding
MAY 23, 2016
The ability of a company to robustly and continuously capture a ‘fact based’ understanding of how capable they are of meeting customer needs and expectations is critical if they have a desire to achieve customer focused success. In reality, neither of these analogies is appropriate (in my opinion).
Customer Guru
AUGUST 21, 2018
The CXPA Board of Directors member has expertise in ’embedding customer experience DNA in company culture’ – she has successfully led company-wide customer experience at Applied Materials. Its original version was the cornerstone of the 2012 book “Outside In: The Power of Putting Customers at the Center of Your Business.”
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