Experience Matters

APRIL 19, 2016

In a recent Customer Experience Professionals Association (CXPA.org) CustomerSpark event in Dallas, I spoke about the importance of focusing on emotion. Here’s a short snippet from my speech (one of several quick take videos from the event), which focuses on The […].

Video 120

Video Customer Journeys Customer Experience Professionals Groups 120

SurveySparrow

JANUARY 28, 2020

Soon after that, while working for a research company, a client asked me to create a journey map using this bland, simplistic template they had provided. I remember saying, “You can’t represent the richness of the customer experience with a PowerPoint slide filled with dots and bubbles!” I was horrified!

Customer Journeys 52

Customer Journeys Net Promoter Score Effort Score Customers 52

Customer Bliss

JUNE 20, 2017

Jackie outlines her road map and actions for re-imagining and reinventing the x-ray or imaging experience that has driven profits, customer admiration and employee joy in their work. Jackie is a senior global marketer and customer experience professional with 15+ years experience in the luxury travel and hospitality industry.

Innovation 200

Innovation Healthcare Customer Experience Net Promoter Score 200

ijgolding

SEPTEMBER 29, 2015

The 2015 UK Customer Experience Awards was a HUGE event. Every year, the producers of the event, Awards International, have to try to find a bigger and better location to host the ceremony. In fact, two of the finalists were so incredible, this year saw them both crowned UK Customer Experience Professional of the Year.

Customer Experience 120

Customer Experience Customer Experience Professionals Customer Journeys Customer Centricity 120

Lumoa

JANUARY 19, 2023

Here’s your ultimate guide on how to build a customer experience department. Map Your Current Customer Journey 3. Map Your Current Customer Journey To gain a better understanding of how exactly your customers interact with your business, you will need to map out the current customer journey.

Customer Experience 221

Customer Experience Net Promoter Score How To Customer Journeys 221

Experience Matters

DECEMBER 15, 2015

Customer Journey Designing. Customer journey mapping has become one of the most popular CX tools as it helps provide a customer-oriented viewpoint. As this happens, we recommend that more companies adopt what we call Customer Journey Thinking ©. See the 2015 Temkin Effort Ratings.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

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

Customer Bliss

JULY 7, 2016

That has been my intention behind my books, blog, speaking and work as co-founder of the Customer Experience Professionals Association. That is also behind why I have launched a customer experience podcast series – so that we can hear each other’s’ voices and celebrate in our successes and learn from our challenges.

Customer Experience 141

Customer Experience Customer Journeys Chief Customer Officer Insurance 141

Experience Investigators by 360Connext

MARCH 15, 2018

I recently spoke in Kansas City and was invited to visit the iconic Hallmark Headquarters, thanks to Rhonda Basler , a friend from the Customer Experience Professionals Association. Don’t just zero in on sales-focused events in your customer’s journey. That’s right.

Connections 160

Connections B2B Fashion Touchpoint 160

ReviewTrackers

MAY 8, 2017

Customer experience (CX) — defined as “the cumulative impact of all interactions and experiences between your business and the customer, at every touchpoint across the entire customer journey, and viewed entirely from your customer’s perspective” — has become one of today’s most important business benchmarks.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

TechSee

AUGUST 14, 2023

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience and customer service. They are “the ones to watch” and we recommend you follow them on Linkedin, Twitter, or YouTube or try meeting them at key industry events.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Oracle

MARCH 11, 2020

Jeanne Bliss is one of the most recognizable names in customer experience and customer success today. She’s the founder and president of CustomerBliss and the Co-Founder of The Customer Experience Professionals Association (CXPA). Follow her work on LinkedIn. Baby bump and all! #CX Blake Morgan.

Customer Journeys 83

Customer Journeys Technology Chief Customer Officer Video 83

CX Journey

MAY 5, 2015

I'm blogging today from the Customer Experience Professional Association's (CXPA) Insight Exchange in San Diego. journey maps, surveys) Engine: measurement progress Like the tractor needs these to move and do what it's meant to do, the optimal CX program has all of these in place.

Customer Journeys 80

Customer Journeys Strategy Customer Experience Government 80

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. Annette Franz is the founder and CEO of CX Journey Inc. In 2014, Ian officially became a Certified Customer Experience Professional.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Experience Investigators by 360Connext

MAY 17, 2018

The Customer Experience Professionals Association (CXPA) 2018 Insight Exchange offered CX experts and professionals of all kinds, various titles and comfort levels a few days to learn, connect and get inspired. They rarely have full visibility into the customer journey.

Leadership 161

Leadership Culture Customer Experience Professionals Customer Centricity 161

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. Annette Franz is the founder and CEO of CX Journey Inc. In 2014, Ian officially became a Certified Customer Experience Professional.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ShepHyken

NOVEMBER 30, 2018

No matter where or why they interact, customers should sense the same passion for understanding and resolving their issue. Using the journey map, analytics and voice of the customer data, identify the specific factors that drive satisfaction within each channel.

Omni-Channel 102

Omni-Channel Self Service Abandon Rate Policies 102

Totango

MARCH 8, 2022

CS in Focus is a CS community for CS professionals hosted on Slack. Participants can learn, collaborate, view exclusive content, and receive announcements about upcoming events and news. Participants can ask questions of the community, connect with peers or submit events for possible promotion. Leveraging Customer Success.

Customer Success 122

Customer Success Guidelines Social Media Tips 122

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

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. Or does it?

Culture 88

Culture Voice of Customer Metrics Customer Experience Professionals 88

SurveySensum

JULY 14, 2020

Head of Customer Experience for UL EHS, Co-Founder of CX Accelerator, and CEO of Officium Labs, Nate Brown is an ICMI Top 50 Thought Leader. He is a Customer Experience Blogger and Speaker and offers expertise in customer journey mapping, a voice of the customer programs, survey process and analysis, employee engagement, and others.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

SurveySensum

SEPTEMBER 30, 2019

Happy Customer Experience Day! 1 st October is a CX Day, founded by Customer Experience Professionals Organization (CXPA). It’s the best time to check how your organization is taking initiatives to celebrate the spirit of the customer experience program. CX is a new brand.

Net Promoter Score 69

Net Promoter Score Tips Customer Experience Customer Journeys 69

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

ijgolding

NOVEMBER 16, 2015

Whilst the meaning behind the phrases is perfectly well intended, all too often the words and their meaning are dismissed by those looking for any excuse to resist a focus on ‘the customer’. Last week I, along with thousands of other Customer Experience Professionals, proudly celebrated the third global CX Day.

Engagement 120

Engagement Customer Experience Professionals Customer Centricity Social Media 120

ijgolding

NOVEMBER 22, 2016

Fortunately, the profession that customer experience has become is steadily building a burgeoning number of just such people. Yet it is just as important for leaders to understand how it feels to be an employee – to work on the front line to get a sense of how easy (or not) it is to be able to deliver the customer journey.

Customer Centricity 120

Customer Centricity Culture Tips Strategy 120

ShepHyken

JULY 15, 2016

Anyway, with just a week to go before the big event and growing restless, Caroline, who tends to be a bit shy, decided to break out of her own comfort zone and ask the boy to the dance using a creative poster board she planned to present to him on the school bus. You know how these types of things can play out in Middle School.

Customer Journeys 48

Customer Journeys Customer Experience e-support Case Study 48

Michel Falcon Experience

OCTOBER 21, 2015

This single point of accountability (SPA) must attend industry events to learn from others and continuously educate themselves. Here is a short list of great customer experience events from around the world. . The IQPC hosts several premium customer experience and customer service events around the world.

Strategy 68

Strategy Customer Experience Net Promoter Score NPS 68

Kitewheel

FEBRUARY 6, 2019

This is also true throughout other parts of the insurance journey. Humanize the Health Insurance Journey. Customer experience professionals know better than anyone, that insurance journeys are complex. Customer experience is the next competitive battleground that all industries must fight across.

Insurance 40

Insurance Customer Journeys Communication Customers 40

CSM Magazine

MAY 19, 2023

It deals with resolving issues, providing information, and facilitating transactions, but it does not cover the complete customer journey. By focusing on CXE, businesses can foster customer loyalty, increase customer lifetime value, and ultimately drive sustainable growth.

Customer Journeys 52

Customer Journeys Customer Experience Net Promoter Score Effort Score 52

Chattermill

JULY 15, 2018

The Best Customer Experience (CX) Events You Can Still Go To This Year. Customer Experience. The best customer experience events you can still go to in 2018. Top CX Events You Can Still Go To This Year. Customer Experience Innovation & Tech Fest. Conferences.

Customer Experience 40

Customer Experience Conference B2B Innovation 40

Customer Bliss

MARCH 30, 2017

A look inside the Wendy’s customer experience lab outside of Columbus, OH. When Wendy’s did their customer experience lab, they staffed it with engineers, customer experience professionals, and user experience professionals. There is also this idea of “event thinking.”

Customer Experience 100

Customer Experience Banking Net Promoter Score Call Center 100

Pointillist

APRIL 26, 2018

Data therefore resides in isolation and each customer interaction is viewed independently rather than as part of a bigger customer journey. Poor data quality regularly hampers efforts to create a single customer view. Without accurate and reliable data, the effort to create a single customer view is wasted.

Customer Experience 72

Customer Experience How To Effort Score Touchpoint 72

Thematic

MAY 22, 2019

CXPA or the Customer Experience Professionals Association is an organisation dedicated to cultivating the CX profession. metrics” like NPS and CSAT, and start establishing CX as a function that makes the customer happier AND creates cost savings and additional revenue through its new initiatives. Check them out.

Exercises 97

Exercises ROI Conference Video 97

Horizon CX

OCTOBER 2, 2023

” The above events are real. Four isolated events quickly become 400, then 4,000, and then the brand takes shape. Speaking of KPIs, let’s turn to the third experience gap dimension – Data. I am also a long-time executive and a certified Customer Experience professional.

Net Promoter Score 130

Net Promoter Score Survey Retail System 130

Customer Experience Insight

DECEMBER 3, 2020

Customer experience professionals might be the most valuable players in their company’s success in 2021. You hold the key to customer retention. Many just couldn’t retain the customers they had before they were forced to shut down. The coronavirus put a monkey wrench in actual customer meetings.

Customer Experience Professionals 52

Customer Experience Professionals Social Media Customer Retention Tips 52

DCX

JULY 21, 2024

What to watch: How other brands in various sectors might adopt similar immersive retail concepts to enhance customer engagement and loyalty. Go deeper: Valuable takeaways for customer experience professionals: Tailor experiences to specific demographic groups.

Retail 52

Retail CRM Chatbots Exercises 52

Kustomer

NOVEMBER 9, 2023

To achieve this vision, we’re excited to announce our upcoming virtual event, the AI/CX Virtual Summit 2023 , scheduled for December 12th. This event is not just another industry gathering; it’s a unique opportunity to explore the transformative potential of AI in CX. Customers today expect more than ever before.

Customer Experience Professionals 52

Customer Experience Professionals Innovation e-support Customer Experience 52