Experience Investigators by 360Connext

OCTOBER 6, 2014

Creating a customer-centric organization from the inside out requires serious word-of-mouth messaging. Help your people who don’t interact with customers understand what that is like. Leaders of any organization should be interacting with their customer experience on some level every day.

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

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. Her mission is “To Create Fewer Ruined Days for Customers.”

Chief Customer Officer 285

Chief Customer Officer Customer Experience Professionals Consulting Employee Experience 285

CloudCherry

SEPTEMBER 11, 2019

Author of Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business), Annette Franz was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized as a top thought leader in Customer Experience.

Customer Experience Professionals 199

Customer Experience Professionals Employee Experience Leadership Course 199

Experience Investigators by 360Connext

OCTOBER 27, 2020

Offer specific measurement for parts of the customer journey, like tracking Customer Satisfaction Rates for a high-stakes touchpoint like product delivery or a customer service interaction. When designed to be an active part of the Voice of the Customer program, these are more than just a passive “nice to know.”

Customer Journeys 359

Customer Journeys Social Media Feedback Touchpoint 359

Experience Investigators by 360Connext

FEBRUARY 4, 2019

When asked, ‘how does a prospect or customer interact with your brand?’ in-store interactions. customer service calls. Try listing all the touchpoints where your brand interacts with your customer. Customer Service Calls. Customer Service Chats. Employee interactions.

Touchpoint 187

Touchpoint How To Customer Experience Professionals Advertising 187

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. Not a lot of companies are doing that.

Customer Experience 247

Customer Experience Customer Journeys Lifetime Customer Financial 247

Experience Investigators by 360Connext

FEBRUARY 4, 2019

When asked, ‘how does a prospect or customer interact with your brand?’ in-store interactions. customer service calls. Try listing all the touchpoints where your brand interacts with your customer. Customer Service Calls. Customer Service Chats. Employee interactions.

Touchpoint 173

Touchpoint How To Customer Experience Professionals Advertising 173

Storyminers

AUGUST 26, 2020

While there are several definitions available, in this report CX is described as the collection of a customer’s interactions with a company, its products, and services over the course of the customer-company relationship.[1]. This can include awareness, discovery, attraction, interaction, purchase, use, cultivation and advocacy.

Report 173

Report Competitive Advantage Analysis Customer Experience Professionals 173

Experience Matters

SEPTEMBER 24, 2018

” As a part of our commitment to this critical theme, we developed a highly interactive workshop “Humanizing CX,” which I’ve led for 10 Customer Experience Professionals Association local networking events in cities across the U.S. and Canada.

Customer Experience Professionals 237

Customer Experience Professionals Groups Interaction Customer Experience 237

CX Journey

NOVEMBER 11, 2014

Or are you still wondering why it''s an important tool to have in your customer experience management toolbox? I think customer experience professionals have made huge inroads in that regard this year. maps aren''t just for the customer experience. Use journey maps to. A closing thought.

Customer Journeys 189

Customer Journeys Customer Experience Professionals Touchpoint Customer Centricity 189

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

SEPTEMBER 27, 2017

That means trusting what one customer is telling you or using an anecdote to tell a story. Bots of all kind are interacting with customers every day now. Artificial intelligence will help you and your customers with better decision making, proactive help, and more. The Bots Are Here. AI Is Changing It All.

Trends 244

Trends Net Promoter Score Effort Score Banking 244

ijgolding

OCTOBER 21, 2014

The quote is in fact the very first line of the executive summary of this years Nunwood UK Customer Experience Excellence Report – a report that should be essential reading for any customer experience professional in the UK. Expectations.

Report 229

Report Customer Experience Customer Centricity Fashion 229

ijgolding

OCTOBER 3, 2016

If used correctly, Customer Personas are critical in ensuring that everyone in the organisation knows WHO the different types of customer are that interact with it; and what their needs, wants and challenges are. I am immensely proud to be part of a wonderful community of committed, passionate, driven professionals.

Customer Centricity 263

Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

Qualtrics

JUNE 21, 2019

The tides of industry are changing and a new factor in doing business is gaining ever more prominence as companies realize that the only thing better than a satisfied customer is one that’s loyal too. Polishing every touchpoint between company and customer is key. The customer is always right, yes? Watch on YouTube here.

Customer Experience Professionals 52

Customer Experience Professionals Video Customer Experience Touchpoint 52

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? Tips for the Journey.

Customer Experience 184

Customer Experience Consulting Guidelines Tips 184

CX University

FEBRUARY 13, 2025

About CX University: CX University stands out as a pioneering institution in the field of Customer Experience professional development, offering comprehensive and innovative training programs that cater to professionals at various stages of their careers.

Customer Journeys 72

Customer Journeys Software Innovation Course 72

Kayako

APRIL 15, 2019

We had the pleasure of hosting customer service and experience expert, Shep Hyken earlier this month for a half hour Q&A session on why customer experience matters so much and what businesses must do to create the best experiences for their customers. ” – Shep Hyken.

Customer Experience 213

Customer Experience Self Service Hospitality Customer Journeys 213

Oracle

MARCH 28, 2018

Instead of requiring a completed order to go through a standalone accounts receivable tool and risk the security concerns of that interaction of data, the application could simply use blockchain in order to confirm an order/payment has been completed, and can move the business process along shortly after confirmation is received.

Customer Experience Professionals 49

Customer Experience Professionals Technology Customer Experience Banking 49

GetFeedback

AUGUST 14, 2019

So consider CSAT as one of many tools available to help you improve your customer’s experience. . Customer Satisfaction Score (CSAT) is a straightforward measurement to use, most widely used in measuring a specific interaction or experience. Are you satisfied with customer satisfaction? Free CSAT Calculator.

Metrics 273

Metrics Customer Journeys How To Customer Satisfaction 273

CX Accelerator

DECEMBER 22, 2022

To equip, encourage, and connect Customer Experience professionals at every stage in their journey. We'd love to be a part of your everyday.receiving a burst of inspiration and new valuable interactions each time you engage with the community. And the exciting part? We are just getting started. What mission, you ask?

Brands 36

Brands Leadership Customer Experience Professionals Course 36

ijgolding

APRIL 5, 2016

There is no better way to bring to life what I am describing than the experience I had the pleasure of enjoying last week. Thursday 31st March 2016 was the day that saw the first ever European Members Insight Exchange of the Customer Experience Professionals Association (CXPA). It is really quite remarkable.

Customer Experience 120

Customer Experience Customer Experience Professionals Hotels Customers 120

CX Accelerator

NOVEMBER 11, 2022

Resource: Customer Understanding: Three Ways to Put the “Customer” in Customer Experience by Annette Franz. DESIGN THINKING Good service design is based on a deep understanding of customers in order to improve the quality of a service and the interactions between the service provider and their customers.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

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 6 – Reward.

Employee Engagement 196

Employee Engagement Engagement Customer Centricity Culture 196

ijgolding

FEBRUARY 3, 2016

This article was originally written for my exclusive column on mycustomer.com – a hugely valuable and rich resource of information, expertise and inspiration for CX Professionals. I want to start my inaugural exclusive column for MyCustomer by stating how very proud I am to call myself a customer experience professional!

Customer Experience 120

Customer Experience Customer Experience Professionals Travel Study 120

Kerry Bodine

AUGUST 14, 2020

On Wednesday I presented a webinar with the Toronto Customer Experience Professionals Association. What would you say is the difference in the user experience (UX) approach vs. the customer experience (CX) approach? Start with surveying customers to get their feedback about key journeys.

Customer Journeys 207

Customer Journeys Management Touchpoint Telecommunications 207

Oracle

JANUARY 17, 2020

Marketers are also 11% more likely than sales and service professionals to use automation for CX. 97% of SVP+ respondents agree they have access to enough data on past customer interactions to improve CX. 82% of SVP+ respondents believe they can adopt experiences to fit unique buyer’s journeys.

Customer Experience Professionals 54

Customer Experience Professionals Customer Experience Customer Centricity Survey 54

BlueOcean

JUNE 27, 2024

Read more here > From Customer Centric to Earth Centric In her article “From CX Basics to CX Brilliance: Why Circular Design is a New Must-Have Skill for CX Pros,” top CX voice Stephanie Thum emphasizes the growing importance of circular design as an advanced competency for customer experience professionals.

Customer Experience 156

Customer Experience Contact Center Customer Centricity Leadership 156

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. Augmented Reality Customer Experience.

Trends 173

Trends Customer Experience Self Service ROI 173

ijgolding

NOVEMBER 28, 2014

Six years after Dave’s experience, we are arguably in an even more commanding position to get our voices heard by the masses, even if the companies we interact with directly appear not to be listening. Every time I share the video, it reminds me of the power the consumer has at their disposal in the digital world we live in.

Social Media 318

Social Media Airlines Video Consumers 318

BlueOcean

OCTOBER 7, 2021

At Blue Ocean, we’ve noticed that this new level of uncertainty in the travel industry has led to a shift in what customers value: Where once the name of the game was efficiency and speed, today’s customer experience hinges on empathy and reassurance. Many Customers Just Want to Talk.

Travel 218

Travel Industry Customer Experience Call Flow 218

Lumoa

JANUARY 9, 2018

Smaller organizations need to maximize their competitive advantage by delivering experiences that larger orgs can never truly emulate, no matter how good their technology.” Diane Magers, CEO at CXPA @DianeMagers “Customer Experience has been a catalyst for organizational change. Blockchain, GDPR) and coordination.

Customer Experience 332

Customer Experience Competitive Advantage Omni-Channel Culture 332

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

ShepHyken

JULY 8, 2019

(Roger Dooley) Internet service providers and cable TV services have the lowest customer satisfaction ratings of all rated industries in one survey. These firms do many things poorly, but a bizarre interaction with my current internet provider uncovered a brand new customer experience failure.

Customer Service 121

Customer Service Social Media Customer Experience Professionals Customer Care 121

ijgolding

FEBRUARY 20, 2017

However (there is always one of those), Customer Experience Professionals all around the world, still seem to be fighting a justification battle – fending off attack from those who do not believe in the value of CX as a strategic priority, or from those who do not believe that any ongoing investment is required to sustain a focus on it.

Customer Experience 208

Customer Experience Poor Customer Service Financial Return on Investment 208

Experience Investigators by 360Connext

APRIL 14, 2020

The truth is, there’s no single customer journey mapping template that works for everybody. I’ve seen all sorts of maps work: Interactive, shared journey maps are available via many of the tools like UXpressia and CX Workout. It can be a static document or a robust, interactive experience.

Customer Journeys 374

Customer Journeys How To Course Touchpoint 374

Kerry Bodine

JUNE 20, 2015

I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals. Customer Experience Summit. Customer Response Summit.

Conference 120

Conference CEM Customer Experience Professionals Contact Center 120