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

Customer Bliss

APRIL 25, 2017

Last week, I wrote a blog post about the employee experience side of the United incident. Diane is currently CEO of the Customer Experience Professionals Association. Prior to that, she held high-ranking, customer-facing roles at AT&T and Sysco. Sherpa for new and developing customer obsessed leaders.

Airlines 128

Airlines Customer Experience Professionals Course Connections 128

Customer Guru

AUGUST 21, 2018

Lincoln is a Customer Success Consultant, keynote speaker and co-author of the book “Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue”. He believes that customer success is the way to make customers stick to the brand longer, buy more and advocate for them.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

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. Barry Dalton. Bob Thompson.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

CX Journey

OCTOBER 17, 2018

Unfortunately, that's where a lot of brands sit today: trying to keep up - if they're even focusing on the chocolates, er, customer experience. Innovation isn't even in their vocabulary. In a world where products and services are becoming more and more commoditized, customer experience is the only true differentiator.

Trends 111

Trends Guidelines Omni-Channel Government 111

ijgolding

SEPTEMBER 21, 2015

That is why I also advise people that I am a Customer Experience ‘Specialist’ – not an ‘expert’ – as I believe that anyone who champions a profession should be continually developing their specialism. Continuous professional development never ends!!

Brands 120

Brands Customer Experience Chief Customer Officer Airlines 120

Horizon CX

DECEMBER 1, 2023

let’s explore a couple of real-world examples that illustrate the crucial link between CX and strategic goals: Amazon: Customer-Centric Innovation for Market Leadership Alignment with Strategic Goals: Amazon’s relentless focus on customer experience is tightly aligned with its strategic goals.

Customer Journeys 130

Customer Journeys Customer Centricity Automotive Fashion 130

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. Barry Dalton. Bob Thompson.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Storyminers

FEBRUARY 17, 2021

Mike and Akos, two customer experience professionals from two continents discuss what customer experience base thinking can teach politics and how it accelerates “global thinking”. We help companies find the best innovation built around customer rationality and behavioural economics. Absolutely.

Groups 147

Groups Government Travel Communication 147

Oracle

MARCH 7, 2019

I often remind people the acronym “CX” was little-known until Bruce Temkin and Jeanne Bliss co-founded the Customer Experience Professionals Association in 2011. “Customer experience” across the organization wasn’t a clear business initiative or concern. CX: The Past. CX: The Present.

e-support 103

e-support Customer Centricity Customer Journeys Customer Experience Professionals 103

ECXO

DECEMBER 26, 2023

The Digital Seeker: A Guide for Digital Teams to Build Winning Experiences by Raj K. According to Tiffani Bova, this siloed focus on customer experience – without considering the impact on your staff – actually hinders growth in the long run. Here is the book link. So, it’s a great privilege to share what I know with you.

Case Study 156

Case Study Customer Centricity Social Media Competitive Advantage 156

CX Journey

JANUARY 6, 2015

While I''m a fan of looking ahead, staying on top of the latest trends, being innovative and cutting edge, and getting out in front of things, it''s important to remember this: just because the calendar flips to a new year doesn''t mean everyone has a new-found appreciation or excitement for all things CX. Baby steps. Stay tuned for that.)

Employee Engagement 80

Employee Engagement Trends Employee Experience Customer Experience Professionals 80

CX Journey

OCTOBER 18, 2017

When you think of the phrase "inside out" relative to the customer experience, you probably cringe. This is not a phrase that customer experience professionals take lightly. The customer's needs and perspectives aren't considered in this type of thinking. It was published on t heir blog on April 24, 2017.

Customer Experience 114

Customer Experience Customer Journeys Policies Training 114

Confirmit

SEPTEMBER 5, 2017

As a Customer Experience professional, do you find yourself struggling to show real results and tangible business outcomes? After roughly twenty years as a discrete discipline, Customer Experience (CX) is still a difficult career in which to demonstrate business value.

Customer Experience 49

Customer Experience Customer Experience Professionals Innovation Customers 49

ReviewTrackers

MAY 8, 2017

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. CXPA Insight Exchange. When: May 16 to 17, 2017. Where: Phoenix, AZ. Forrester CXNYC. When: June 20 to 21, 2017.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

Innovative CX

FEBRUARY 26, 2019

As we know all functions have some role in the end-to-end customer experience. There is one function that plays an important role in managing the customer’s journey in organizations, that of the customer experience professional. As professionals we are passionate about our roles and responsibilities.

CEM 40

CEM Customer Experience Professionals Course ROI 40

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. They make our lives better, share their expertise, uplift our spirits, and show profound generosity. Why we love Augie: He’s the Sr.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

Confirmit

APRIL 15, 2019

Jeanette is driven to make Ecores’ customers lives better. Ecore’s core values are commitment to excellence, compassion, innovation, trust and empowerment. Brad helps Confirmit customers grow their CX programs to maturity, enabling transformational change that optimizes customer and employee experiences.

Customer Journeys 40

Customer Journeys Customer Experience B2C Roadmap 40

PeopleMetrics

JUNE 16, 2015

DISCLAIMER: The CX Feud is a game in which 150 customer experience professionals took our assessment about the presence, or absence, of customer centricity practices in their organizations. All Repair, No Innovation". 7 in 10 say that the company shares customer feedback with employees. Let's start ….

Customer Centricity 48

Customer Centricity Leadership Data Net Promoter Score 48

Think Customers

MARCH 21, 2023

The power of connectivity was on brilliant display this month in Salt Lake City, where approximately 10,000 customer experience professionals gathered to soak up inspiration and new ideas to deploy upon returning home. Improving the employee experience in this way ultimately enhances the customer experience as well.

Report 52

Report Airlines Healthcare Transportation 52

Oracle

JUNE 3, 2020

In the spirit of graduation season, we asked CX professionals for their best tips and advice for those seeking a career in CX. According to The Future of Jobs report by the World Economic Forum , analytical thinking and innovation are two of the main skills that will be in demand by 2022. Interested in learning more?

Tips 40

Tips Course Analytics Customer Experience Professionals 40

SmartKarrot

DECEMBER 2, 2020

Catherine Blackmore, GVP, Customer Success, Oracle Marketing Cloud. Catherine Blackmore is said to be the powerhouse in the CS space and innovation. With her glittering career spanning over two decades, her involvement in running world-class customer success strategies is something to remember. Source: Pexels.

Customer Success 17

Customer Success Customer Journeys Contact Center Leadership 17

CX Journey

OCTOBER 4, 2016

In early August, I shared my post titled Customer Experience Fuels Innovation on Twitter, and Peter chimed in to say, " It sure does !" Customer Service Week/CXDay We started our conversation talking about Customer Service Week and Customer Experience Day. Hold that thought for a minute.

Banking 187

Banking Culture Employee Experience Innovation 187

Qualtrics

NOVEMBER 21, 2019

Samantha believes that collaboration is critical to great leadership and even more pivotal to great EX ( employee experience ). For more than 20 years, Bruce Temkin has been a central figure in the world of CX ( customer experience ). Samantha Hammock, American Express // Chief Learning Officer.

Omni-Channel 22

Omni-Channel Retail Entertainment Leadership 22