Experience Investigators by 360Connext

FEBRUARY 4, 2019

So what should today’s customer experience professional do about all these touchpoints? Owning the never-ending list is part of the customer experience professionals role now. I hate to say it, but it’s up to us, as the customer experience professionals we are, to do this.

Touchpoint 173

Touchpoint How To Customer Experience Professionals Advertising 173

ijgolding

DECEMBER 11, 2017

Our travel insurer (CoverForYou) sent us this text. I hadn’t used them before, and didn’t need to claim, but I have just moved my annual business travel policy to them. Like me, Beth is a Customer Experience Specialist and proud to be a Certified Customer Experience Professional (CCXP).

Customer Experience 166

Customer Experience Travel Transportation Training 166

TechSee

FEBRUARY 5, 2019

If 2018 was a year when customer experience professionals came under intense pressure to map out tangible results from heavy investment, 2019 is shaping up to be the year when next generation customer experience will deliver on the promise of a wide range of new technologies.

Trends 173

Trends Customer Experience Self Service ROI 173

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

ijgolding

FEBRUARY 12, 2018

This is not a description of what the brand can do or provide for a customer, but rather what they actually are for their customers and how they deliver value to them. And this implies the allocation of the right investment to these customer experience initiatives, before millions are spent on marketing and media.

Strategy 132

Strategy Customer Experience Advertising Competitive Advantage 132

ijgolding

MARCH 31, 2017

If you have been a follower of my writing for some time, you will know that I am no stranger to air travel! So when my friend and fellow CCXP (Certified Customer Experience Professional), Mike Bartlett sent me his own story comparing Delta and Virgin, I felt that others needed to read it too!

Comparison 120

Comparison Customer Experience Airlines Travel 120

ijgolding

JANUARY 24, 2017

Up until January 2016, when I had the honour of being a judge at the inaugural Gulf Customer Experience Awards , the volume of discussion about ‘service’ has been significant. Yet despite this, a demonstrable understanding and application of Customer Experience has not been as obvious.

Customer Experience 120

Customer Experience Transportation Banking Customer Journeys 120

ijgolding

APRIL 27, 2016

Acting as a guiding light, people have used its brightness and prominence in the sky to ensure they are travelling in the right direction. In this column, I ask readers to consider whether or not you, or/and your colleagues know whether your business is travelling in the ‘right direction’.

Travel 120

Travel Customer Centricity Exercises Financial 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. 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

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

Lumoa

APRIL 24, 2018

If they are not doing a good job they can quickly fix the situation with the customer." Ian Golding Global Customer Experience Specialist and Certified Customer Experience Professional. For example, if they worked for the travel sector, it would make sense to ask NPS. blog linkedin twitter Why?

System 317

System Effort Score NPS Net Promoter Score 317

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

JULY 1, 2015

It is special though – special because it showed how much developing their knowledge of the Customer Experience Profession meant to them. The ‘pants and socks’ experience! Now I have made it clear that I travel a lot. So you would imagine I have my travelling routine down to a T – wrong!!

Customer Experience 120

Customer Experience Travel Retail Infographics 120

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

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

Wootric CX Blog

FEBRUARY 14, 2019

These authors, speakers, thought-leaders and dedicated customer experience professionals have all helped contribute to the widespread adoption of CX, not just as a strategy, but as a higher goal. Why we love Amy: She’s head of Customer Advocacy at MindTouch. Angus Yang. Why we love Augie: He’s the Sr. Bruce Temkin.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

Kitewheel

MARCH 25, 2019

Most businesses struggle to connect all of the relevant data on their customer experience. The fact is that while many marketers are trying to connect data and tear down silos, this requires organizational buy-in that usually only comes with customer journey thinking. Identify customer pain points.

Hotels 76

Hotels ROI Customer Journeys Retail 76

Answer Dash

SEPTEMBER 14, 2019

Here are 3 major findings that I want you to share with you from this comprehensive research: 8/10 GEN Z’ERS ARE WILLING TO GIVE BRANDS ANOTHER CHANCE Exceptional CX is memorable and good news travels fast. Gen Z tends to do more talking with their friends, family, and colleagues about an experience.

Chief Customer Officer 52

Chief Customer Officer Customer Experience Customer Journeys Case Study 52

CX Journey

DECEMBER 13, 2018

If you only have funding for one hire, hire a customer insights expert to learn what is not working well for your customers and what measures you need to take to improve the customer journeys. Hire a manager-level professional with a strong analytical background who is not afraid of doing the grunt work in the beginning.

Tips 83

Tips Customer Insights Leadership Exercises 83

Eptica

NOVEMBER 6, 2019

About Jeannie Walters Jeannie Walters is the chief customer experience investigator and founder of 360Connext , a global consulting firm specializing in evaluating and improving the customer journey. She also co-hosts a top-rated podcast on customer experience and customer service, Crack The Customer Code.

Leadership 77

Leadership Net Promoter Score Contact Center Effort Score 77

Smith+co CX

MARCH 20, 2014

As we are all realising however, we’re having to completely re-think this approach since the continued growth of digital and social channels means the customer (a bit like those pesky electrons) can exist in several places at once. The traditional customer journey. The quantum customer journey. See more.'

Multi-Channel 51

Multi-Channel Customer Experience Hotels Customer Journeys 51

ijgolding

NOVEMBER 12, 2017

What happens when two Customer Experience Professionals visit a restaurant together for the first time? . As a result, when any organisation plays host to a Customer Experience Professional – let alone two at the same time – they have no idea what they may be in for!

Company 227

Company Customer Experience Professionals Hotels Insurance 227

ijgolding

JANUARY 14, 2019

In 2018, the Customer Experience Professionals Association (CXPA) celebrated its 7th birthday. In 2011, the creation of the CXPA saw the competencies and capabilities practiced by those working in the field of customer experience as a profession for the first time. In 2018, I flew 127 times. Waitrose and Partners.

Customer Experience 246

Customer Experience Airlines Customer Journeys Customer Centricity 246

Experience Investigators by 360Connext

MARCH 25, 2025

Id argue our customers probably dont agree we get this right all the time.) The third area offering support extends well beyond when customers encounter challenges, too. Great customer journeys meet customers where they are, amplify their joy or excitement, and quickly ease confusion or frustration.

Customer Journeys 143

Customer Journeys Loyalty Customer Experience Social Media 143