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. Best practices and customer stories are shared regularly with employees.

Customer Experience 80

Customer Experience Customer Experience Professionals ROI Metrics 80

Thematic

JUNE 28, 2023

I chose the following: Then, I asked for five examples of how LLMs will affect the work of customer experience professionals. LLMs for personalized experiences on tap: This has potential, but I’m not convinced the technology is there yet. In most cases, CX professionals don't interact directly with customers.

Customer Experience 62

Customer Experience Chatbots Social Media Training 62

ReviewTrackers

MAY 8, 2017

CXPA Insight Exchange. Organized by the Customer Experience Professionals Association (CXPA), the 2017 Insight Exchange gathers over 300 CX professionals for world-class customer experience learning and networking. When: May 16 to 17, 2017. Where: Phoenix, AZ. Forrester CXNYC.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

Lumoa

OCTOBER 31, 2018

Much of the improvement has been driven by advancements in product innovation and digital technology. HOWEVER, I also argue that despite that, too many consumers continue to endure ‘random’ or ‘unexpected’ experiences as a result of the inconsistent delivery of the end-to-end customer journey.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Customer Bliss

MARCH 30, 2017

Visually, a slice of it looks like this: And that’s actually a good place to start in general on the idea of customer experience labs: what are they, why do companies typically use one, and what’s the desired end state? What are customer experience labs? The yin and yang of customer experience labs.

Customer Experience 100

Customer Experience Banking Net Promoter Score Call Center 100

ClearAction

FEBRUARY 27, 2015

Customer journey mapping is a big investment in most companies, and money is being left on the table. That's because there are many more applications for customer experience insights than first meets the eye. And you're aligning the company to focus on value that's rewarded by customers.

Customer Journeys 48

Customer Journeys ROI Policies Customers 48

Storyminers

JULY 6, 2020

He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. In addition to his customer experience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation. Adrian Swinscoe. Annette Franz. Arie Goldshlager.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. In addition to his customer experience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation. Adrian Swinscoe. Annette Franz. Arie Goldshlager.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SmartKarrot

JUNE 11, 2021

This accreditation board is established to maintain a set of competencies for customer success representatives to meet. Some of the core areas in the program include onboarding meetings, customer meetings, objection handling, communication skills, and more. CXPA is an independent professional credential.

Customer Success 22

Customer Success Course Training Customers 22

SurveySensum

JULY 14, 2020

All the Thought Leaders present in this list have significantly impacted the Customer Experience Domain in their own way. Meet the Top 150 Global Customer Experience Thought Leaders and Influencers of 2020. Adam Toporek – Customer Service Expert, Keynote Speaker, Trainer, Strategic Advisor .

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

SmartKarrot

MARCH 8, 2022

A highly celebrated, award-winning, successful Customer Success Strategist, Anita Toth describes herself as a churn-crusher whose primary focus is to decrease the attrition rate of businesses. Anita leads a team that dives into the customer insights of B2B SaaS clients and extracts actionable information from it. Kristen Hayer.

Customer Success 21

Customer Success Customer Journeys Chief Customer Officer Customer Centricity 21

Bold360

NOVEMBER 21, 2016

To gain some insight into the key lessons emerging from 2016 and what’s ahead for 2017, we asked a panel of 31 customer-focused marketers and CX pros to answer this question: “When it comes to customer experience: now that we’re nearing the end of 2016, what have you learned and what will you do differently in preparing for 2017?”

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40