Blake Morgan

MARCH 11, 2025

The 80/20 rule helps leaders and customer experience professionals prioritize high-impact areas, maximize efficiency, and drive profitability. Turning Difficult Customers into Business Insights Challenging customers often provide the most valuable insights.

Leadership 110

Leadership Chatbots Customer Experience Professionals Culture 110

Experience Investigators by 360Connext

OCTOBER 5, 2021

What Does a Customer Experience Professional Do? Customer experience professionals have many different titles and many different job descriptions. There are CX leaders who focus primarily on customer insights, like Voice of the Customer programs.

Customer Journeys 367

Customer Journeys Social Media Contact Center How To 367

InMoment XI

MAY 18, 2022

What Is Friction in the Customer Journey? But if you’re a customer experience professional, “friction” is probably a term you’ve heard whenever your teammates talk about reducing customer churn. Touchpoint Impact Mapping is a innovative way of understanding the moments that matter to customers.

Customer Journeys 397

Customer Journeys How To Touchpoint Infographics 397

ClearAction

OCTOBER 2, 2017

Customer Experience Professionals’ Essential Toolkit optimizecx. Customer experience tools are just as important to success as a carpenter’s tools are. Likewise, customer experience professionals need to master basic customer experience tools to get the job done.

Customer Experience Professionals 78

Customer Experience Professionals Customer Experience Customer Journeys Analysis 78

Experience Matters

NOVEMBER 24, 2014

I attended last night’s Oklahoma City Thunder game to participate in a ceremony awarding the NBA team’s partners with a CX Innovation Award from the Customer Experience Professionals Association ( CXPA.org ). Actually, the Thunder won the award for its fan experience efforts.

Sports 308

Sports Customer Experience Professionals Consulting Survey 308

Experience Investigators by 360Connext

AUGUST 27, 2024

Join Jeannie Walters as she shares innovative and heartfelt ways to celebrate the outstanding work of customer experience professionals, from promoting their efforts in internal communications to surprising them with small tokens of appreciation. Explore the power of storytelling.

Customer Experience Professionals 190

Customer Experience Professionals Innovation Resources Communication 190

Storyminers

MAY 8, 2017

They all use the six customer experience pillars. Interestingly, the one that’s currently receiving the least amount of attention is Experience Design Improvement & Innovation. However, change is happening so fast (tech, customer desires, partners, organizational structures, etc.) Here’s why.

Customer Journeys 190

Customer Journeys Innovation ROI Customer Experience Professionals 190

InMoment XI

SEPTEMBER 30, 2015

Well, yes, but even the most customer-centric companies need fresh ways to turn their good intentions into customer happiness and sustainable growth. To help solve this problem, the CXPA (Customer Experience Professionals Association) has dedicated a day to spread innovative approaches to customer experience across the world.

Customer Experience Professionals 170

Customer Experience Professionals Customer Centricity Innovation Customer Experience 170

Alida

JANUARY 7, 2019

For customer experience professionals – those activating the insights customers offer – the winners will be those who earn the right to work inside the system of record’s firewall, engaging the right customers to share data and opinions that can build upon what’s already known by the enterprise.

Customer Experience 212

Customer Experience Customer Centricity Competitive Advantage Innovation 212

CX Journey

JULY 26, 2016

Image courtesy of Skley How does customer experience fuel innovation? Innochat is a weekly Twitter chat (Thursdays, 9am PT) about innovation and covers a wide range of topics and angles. If you love talking innovation, make time for this chat every Thursday. How does customer experience relate to user experience?

Innovation 80

Innovation Customer Experience Culture Customers 80

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

CloudCherry

MARCH 19, 2018

80% of companies say they deliver “superior” customer service while only 8% of people think these same companies deliver “superior” customer service. Getting started with a Customer Experience strategy is generally never a problem for brands. How to drive innovation as part of your CX strategy?

Customer Experience 247

Customer Experience Customer Journeys Lifetime Customer Financial 247

InMoment XI

SEPTEMBER 30, 2015

Well, yes, but even the most customer-centric companies need fresh ways to turn their good intentions into customer happiness and sustainable growth. To help solve this problem, the CXPA (Customer Experience Professionals Association) has dedicated a day to spread innovative approaches to customer experience across the world.

Customer Experience Professionals 150

Customer Experience Professionals Customer Centricity Innovation Customer Experience 150

InMoment XI

SEPTEMBER 30, 2015

Well, yes, but even the most customer-centric companies need fresh ways to turn their good intentions into customer happiness and sustainable growth. To help solve this problem, the CXPA (Customer Experience Professionals Association) has dedicated a day to spread innovative approaches to customer experience across the world.

Customer Experience Professionals 150

Customer Experience Professionals Customer Centricity Innovation Customer Experience 150

InMoment XI

NOVEMBER 26, 2024

Improved Customer Experience All of these benefits connect to creating a customer experience that consistently meets or exceeds customer expectations. Visualizing these examples can help your team understand how to structure the journey map, integrate data, and highlight customer pain points.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

ijgolding

JANUARY 28, 2018

Last week I had a fascinating conversation with a peer of mine – a fellow Customer Experience Professional. James Dodkins is as passionate about transforming organisations to become sustainably customer centric as I am. Step 5 – Innovate & Co-Create. However, reward is not necessarily a monetary thing.

Employee Engagement 196

Employee Engagement Engagement Customer Centricity Culture 196

Lumoa

JANUARY 9, 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. Blockchain, GDPR) and coordination.

Customer Experience 332

Customer Experience Competitive Advantage Omni-Channel Culture 332

Experience Investigators by 360Connext

SEPTEMBER 27, 2017

Customers will become accustomed to these 24/7 options and won’t stick around for those brands who fall behind. Innovation around AI will be the next great frontier, so your organization better be looking to this future quickly. Self-driving vehicles and drones will be wandering our neighborhoods soon. So roll up your sleeves.

Trends 244

Trends Net Promoter Score Effort Score Banking 244

CX Journey

MARCH 14, 2017

It seems ironic to me that companies are in business to create and to nurture customers , and yet they are unable to do what is necessary to actually create and nurture customers! It seems strange to me that companies that are not constantly innovating, evolving, and focusing on the customer are even still in business.

Customer Experience Professionals 148

Customer Experience Professionals Innovation Advertising Technology 148

ijgolding

OCTOBER 2, 2017

This post is part of the Customer Experience Professionals Association’s Blog Carnival celebrating customer experience. It’s part of a broader celebration of Customer Experience Day 2017. Check out posts from other bloggers at the blog carnival. And learn more about CX Day at: [link].

Customer Experience 158

Customer Experience Customer Experience Professionals Customers Customer Centricity 158

ijgolding

APRIL 4, 2017

Just this week, a fellow human being – who also happens to be a passionate Customer Experience Professional, has inspired me to write this post. Jacques Strydom believes, that when we are talking about the subject of Customer Experience, we must always start by remembering that we are Human first.

Technology 336

Technology Leadership Innovation Customer Experience Professionals 336

Experience Investigators by 360Connext

JUNE 1, 2017

It’s only been in the last decade that we’ve seen any companies take the time to proactively think about a customer’s journey, and only within the last 5 years or so we’ve seen a steady expansion of those with “experience” or “customer” in their titles at the upper tiers of management.

Net Promoter Score 165

Net Promoter Score Effort Score Innovation Culture 165

Storyminers

AUGUST 26, 2020

Customer experience (CX) is a marketing revolution that’s gaining ground in the pharmaceutical industry. Many industry leaders will have already heard about this concept and how it is typically associated with words such as innovation, competitive advantage, and revolution.

Report 173

Report Competitive Advantage Analysis Customer Experience Professionals 173

Alida

SEPTEMBER 22, 2016

Earlier this week, more than 400 professionals in marketing, customer experience, innovation and research gathered in Chicago for the 2016 Customer Intelligence Summit. The two-day annual conference featured keynotes and presentations by some of the world’s leading customer-centric brands.

Innovation 100

Innovation Marketing Social Media Healthcare 100

ECXO

SEPTEMBER 15, 2022

The European Customer Experience Organization is an open-access CX Professional Network aiming to educate European and the rest of the world’s Corporate on CX, EX related topics, including customer understanding, perception, and real innovation plus some evolving topics. Become a member: [link]. Stay tuned!

Customer Experience 207

Customer Experience Leadership Feedback Survey 207

Qualtrics

JUNE 21, 2019

Whether you choose to learn from the wisdom of market legends, your own experience (and maybe a few mistakes along the way), requests from customers, or the successes of others, remember that there’s no one key to success in CX. Steve Jobs on Customer Experience.

Customer Experience Professionals 52

Customer Experience Professionals Video Customer Experience Touchpoint 52

Strativity

SEPTEMBER 30, 2019

Today is #CXDay2019 — a full day celebrating the professionals and companies that make great customer experiences happen — organized by the Customer Experience Professionals Association. The role employees in different positions can play in designing innovative customer experiences.

Innovation 63

Innovation Customer Experience Professionals Tools Customer Experience 63

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. People call the Hallmark card ‘innovative.’”-@rkbasler Human connections make a huge difference in B2B. Click To Tweet.

Connections 160

Connections B2B Fashion Touchpoint 160

ECXO

JUNE 6, 2022

Follow him: [link] Ricardo Saltz Gulko He is the Eglobalis, Innovation and Experience Consulting Agency, Managing Director, a global strategist, C-suite adviser, focused on experience culture transformation, CX-EX design, technology adoption, & innovation ignition. He’s also the ECXO.org co-founder.

Consulting 156

Consulting Customer Experience Professionals Innovation Culture 156

BlueOcean

JUNE 27, 2024

She argues that these elements must work together seamlessly, much like a symphony, to create lasting customer loyalty and advocacy. Why many of the decisions behind offering more sustainable products happen outside of the contact center, frontline agents should be able to speak competently with customers about this topic.

Customer Experience 156

Customer Experience Contact Center Customer Centricity Leadership 156

Horizon CX

APRIL 30, 2024

Organizational Transformation: The Role of Customer Experience Professionals Introduction Organizational transformation is often perceived as an elusive goal, reserved for C-suite executives with immense power and influence. That may be true in many instances, but the reality is more nuanced.

Customer Centricity 130

Customer Centricity Competitive Advantage Culture Customer Experience Professionals 130

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. At CX arise, he helps organizations accelerate their CX transformation, improving the lives of customers, employees, and partners through great experiences.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Oracle

FEBRUARY 20, 2020

In almost every industry, the need for innovation outpaces the rate of production. As a customer experience professional, you’re in an ideal position to take on this type of role. You know what customers need and can likely remix these ideas into operational blueprints for building.

Customer Experience Professionals 45

Customer Experience Professionals Customer Experience Customers Leadership 45

InMoment XI

JANUARY 25, 2024

On the horizontal axis, the completeness of vision is assessed, considering a vendor’s sales strategy, vertical/industry strategy, innovation, and market understanding. Niche Players: Niche Players focus successfully on a small segment, or are unfocused and do not out-innovate or outperform others.*

Strategy 195

Strategy Roadmap Innovation Technology 195

Oracle

MARCH 28, 2018

It’s becoming a massive tech movement and countless companies are not only getting on board, but also finding new, innovative ways to use blockchain technology. The post Blockchain Technology 101 for Customer Experience Professionals appeared first on SmarterCX. But where did it come from? Where can it go?

Customer Experience Professionals 49

Customer Experience Professionals Technology Customer Experience Banking 49

ijgolding

FEBRUARY 15, 2018

When the world’s first professional qualification in CX was launched by the Customer Experience Professionals Association (CXPA) in 2014, finally the profession was in a position to give CX Professionals the ‘earned authority’ they so richly needed.

Customer Experience Professionals 144

Customer Experience Professionals Training Customer Experience Meeting 144

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