ijgolding

NOVEMBER 17, 2016

BM: Generally, the customer engagements I’m proudest of are those where the value of becoming more customer-centric has been amply demonstrated and I’ve “converted” sceptics within the company. IG: Experience, experience, experience. What are among your most proud CX accomplishments?

Customer Experience Professionals 120

Customer Experience Professionals Customer Experience Customer Centricity Customers 120

ijgolding

JUNE 9, 2015

If you have followed my writing for a while, you will be very much aware that I am very proud and passionate Customer Experience Professional (CXP). One of a growing number of ‘specialists’ in the newly recognised professional field, this group of skilled, experienced practitioners is growing in number on a weekly basis.

Customer Experience Professionals 120

Customer Experience Professionals Leadership Customer Experience Effort Score 120

CX Journey

MAY 24, 2017

Quite simply: without employees, you have no customer experience. The linkage between employee engagement and experience and the customer experience has been proven. It's real, and your employees matter! What gets shared and communicated is viewed as important to your employees.

Engagement 154

Engagement Strategy Customer Experience Customer Journeys 154

CloudCherry

MARCH 8, 2019

She is the Founder and President of CustomerBliss, and the Co-Founder of The Customer Experience Professionals Association. Jeanne has over 20 years of experience into ‘Customer Experience’ as she learned early on from her father. The founder and CEO (Chief Experience Officer, of course!)

Chief Customer Officer 285

Chief Customer Officer Customer Experience Professionals Consulting Employee Experience 285

CX Journey

MARCH 12, 2015

As companies focus inward to understand how to achieve their customer experience goals, the term “engagement” is often used interchangeably with “culture.” The two terms are related, and they’re both elements of customer experience improvement. Engagement and culture are different, but they affect each other.

Culture 80

Culture Engagement Employee Engagement Customer Centricity 80

ijgolding

OCTOBER 3, 2016

Enough customer personas have been created by businesses to launch a new country! Customer focused measures are built into performance objectives and bonus schemes, whilst communication, employee engagement and learning & development activity keeps an army of Customer Experience ‘people’ busy.

Customer Centricity 263

Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

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

Lumoa

JANUARY 19, 2023

They play an important role in shaping the overall customer experience, and it is crucial that they know what their role is in the customer experience strategy and how it impacts the brand. Also, their understanding and engagement in the company’s customer experience strategy is vital to its success.

Customer Experience 221

Customer Experience Net Promoter Score How To Customer Journeys 221

ijgolding

SEPTEMBER 30, 2014

UK Customer Experience Award for Business Change or Transformation – Simplification. UK Customer Experience Award for a Small Contact Centre. UK Customer Experience Award for Employee Engagement – Taking the Lead. Winning six awards on any day is an amazing achievement.

Customer Experience 255

Customer Experience Groups Transportation Financial 255

Michelli Experience

JUNE 26, 2018

. “ If those signs from the universe weren’t enough to spark this blog, I subsequently watched a customer experience professional at another business masterfully use humor to de-escalate a customer complaint. How and when should we use humor to engage customers? Create an engage work environment.

Customer Experience 184

Customer Experience Consulting Guidelines Tips 184

Customer Guru

AUGUST 21, 2018

DiJulius is a best-selling author of three books, a renowned keynote speaker, and an international customer experience consultant. John is an “Ex-Disney Guy” and Customer Experience Coach. Lior is a thought-leader, author, and speaker and has expertise in customer experience and employee engagement.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

ijgolding

SEPTEMBER 29, 2015

I found myself extremely fortunate and humbled to be judging the category that means most to me – the UK Customer Experience Professional of the Year. 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

Experience Investigators by 360Connext

JUNE 17, 2015

I’m a Certified Customer Experience Professional (CCXP) and I’ll be sharing some of my best tips in our next webinar. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. You have your supplies. Want to get a head start and learn some expert tips?

Customer Experience 110

Customer Experience Social Media Employee Engagement Metrics 110

Customer Guru

AUGUST 8, 2018

He has extensive experience in retail, wholesale, franchising, and small business and has a strong belief in positive customer experience. She has over 16 years of experience in areas of market research, program management, marketing, instructional design, and training. Aimee Lucas Follow @Aimee_Lucas.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

CX Journey

OCTOBER 6, 2016

It's a challenge that customer experience professionals face as they attempt to get executive commitment, transform the organization's culture, and more. What advice would you give to these professionals to help them help others (especially executives) change the way they think about things?

Culture 169

Culture Banking Metrics Employee Engagement 169

Experience Matters

MAY 12, 2015

Using Temkin Group’s CX competency and maturity assessment, we found that 32% of companies have reached the highest three levels of customer experience, and while this isn’t very high, it’s still a significant increase from last year.

Report 120

Report Customer Connectedness Management Effort Score 120

ijgolding

FEBRUARY 13, 2018

Five will focus on customer service, with responsibility for leading a customer care team and overseeing complaints and continuous improvement. In one role the link between employee engagement and customer satisfaction is highlighted, with a focus on hiring and nurturing talent. Say what you mean.

Resources 145

Resources Customer Journeys Customer Experience Customer Centricity 145

Experience Investigators by 360Connext

MARCH 9, 2015

Our blog here at 360Connext is of course a good place to start, but I also follow blogs focused on retail, metrics, customer service, and more. If you’re serious about becoming a customer experience professional, then the Customer Experience Professionals Association is the place for you.

Customer Experience 110

Customer Experience Chief Customer Officer Customer Experience Professionals Resources 110

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. Include NPS with CSAT, CES, FCR, employee engagement, emotion, etc. blog linkedin twitter Why?

System 317

System Effort Score NPS Net Promoter Score 317

Experience Matters

DECEMBER 15, 2015

As you can see in our video Driving CX Transformation , customer-centric culture requires mastering four CX core competencies : Purposeful Leadership , Compelling Brand Values , Employee Engagement , and Customer Connectedness.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

Experience Investigators by 360Connext

JULY 24, 2015

Thanks to a gathering of some Chicago Customer Experience Professional Association members and guests recently, my brain swirled with what could be next for customer experience. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Net Promoter Score 110

Net Promoter Score Effort Score Metrics Comparison 110

Experience Investigators by 360Connext

NOVEMBER 12, 2019

As those who are observing and responding to customers, we must realize and overcome our own bias. We must be aware of creating an ending to a movie that our customers never wanted us to film in the first place. Customer experience is almost a misnomer at this point.

Brands 160

Brands Customer Journeys Technology Customer Experience Professionals 160

CX Journey

JANUARY 2, 2019

How Do We Ensure Employees are Happy and Engaged? It's about time that companies start focusing on the employees. As I always say, "Quite simply, without employees, you have no customer experience." And if your employees aren't having a great experience, neither will your customers.

Employee Engagement 94

Employee Engagement ROI Metrics Omni-Channel 94

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. She recently wrote the book on customer understanding ! Adrian Swinscoe. Annette Franz. Bill Quiseng. Dennis Wakabayashi.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Horizon CX

OCTOBER 7, 2014

remain completely open to thoughts and ideas as they relate to life experiences. in general and to my work as a Customer Experience professional. emerged with insights about my own career and experiences on the receiving end. of being a customer. 15-20 minutes of engaging and solid Q&A.

Customer Experience 100

Customer Experience Customer Experience Professionals Exercises Customers 100

Horizon CX

OCTOBER 7, 2014

It was intriguing to me that after having spent a full day in academic lectures that spanned such a wide array of topics that I could have emerged with insights about my own career and experiences on the receiving end of being a customer. One hour presentations followed by 15-20 minutes of engaging and solid Q&A.

Customer Experience 100

Customer Experience Customer Experience Professionals Exercises Customers 100

SurveySensum

JULY 14, 2020

Colin is an accomplished Speaker, a renowned Best-Selling Author, and a Co-Host of a successful podcast, The Intuitive Customer. Rudy Dalimunthe – VP of CX at Tokopedia, Ex Indosat – XL Axiata – Ernst & Young, CX & Customer Engagement Professional. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Customer Guru

MARCH 1, 2018

Pednekar is currently working as the Director – Quality for Atos in India and drives initiatives on Quality & Customer Experience. She is a Certified Customer Experience Professional from the CXPA (US). Especially, driving Quality and Customer Experience initiatives is very close to my heart.

Customer Centricity 94

Customer Centricity Customer Experience Professionals Employee Engagement Training 94

Experience Investigators by 360Connext

MARCH 24, 2015

I am so thankful to hear about more than data and be surrounded by so many dedicated customer experience professionals. But I’ll bet on better experiences for everyone. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Customer Journeys 110

Customer Journeys Customer Experience Conference Social Media 110

Horizon CX

JUNE 2, 2020

And buried within that same report, they also predicted that customer experience professionals would either quantify their business impact and reach new levels of influence or find themselves in a tenuous position. EMBRACES EMPLOYEE MOTIVATION – motivation and optimism go hand in hand.

Leadership 130

Leadership Culture Strategy Customer Experience Professionals 130

ijgolding

MAY 23, 2017

Usually (although not exclusively) the domain of men and women working for organisations in senior roles, the ‘rolling eye phenomenon’ often occurs when someone like me, a Customer Experience Professional, starts to talk about anything related to the Customer Experience.

Customer Experience 227

Customer Experience Financial Customers Insurance 227

Experience Investigators by 360Connext

FEBRUARY 18, 2020

Jeannie Walters is the CEO/Founder of Experience Investigators by 360Connext, a global Customer Experience consulting firm. She has 20 years of experience helping companies improve loyalty and retention, employee engagement, and overall customer experience.

Course 35

Course Training Customer Journeys Customer Experience 35

ShepHyken

FEBRUARY 28, 2020

Like an ambitious salesperson, as a Customer Experience professional, I’m impatient with myself. I want the end results – the high NPS scores, the fabulous customer reviews, the customer journey that makes users smile with joy and want to tell others about your product. Who do you like to do business with?

Roadmap 121

Roadmap Sales Airlines Case Study 121

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. She recently wrote the book on customer understanding ! Adrian Swinscoe. Annette Franz. Bill Quiseng. Dennis Wakabayashi.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Customer Guru

MARCH 1, 2018

Padnekar, currently working as the Director – Quality for Atos in India, and drives initiatives on Quality & Customer Experience. She is a Certified Customer Experience Professional from the CXPA (US). Especially, driving Quality and Customer Experience initiatives is very close to my heart.

Customer Centricity 79

Customer Centricity Customer Experience Professionals Employee Engagement Training 79

Customer Bliss

AUGUST 16, 2018

Lee’s focus in the call center was on retention – and he makes an excellent point that customer acquisition and retention involve different processes and incentives for how to bring a customer in. Lee engaged the CEO and middle management once he began the CX transformation process. About Lee Roquet.

Customer Experience 111

Customer Experience Strategy Chief Customer Officer Call Center 111

CX Journey

JANUARY 6, 2015

The other piece that I think is a must-have for 2015 (as it should be every year) is a focus on the employee experience. There is so much data out there that shows employee engagement levels to be at their lowest ever, and yet there''s also tons of data that supports the fact that employee engagement drives business results.

Employee Engagement 80

Employee Engagement Trends Employee Experience Customer Experience Professionals 80