Experience Matters

OCTOBER 14, 2014

Cannon mentioned that CX is a topic in every single town hall and when he visits a facility, he says, “Don’t give me a facility tour, give me a customer experience tour.” Change takes focused leadership. Cannon mentioned that great leaders create culture that creates great customer experience.

Net Promoter Score 279

Net Promoter Score Employee Engagement Leadership B2B 279

Customer Bliss

MAY 4, 2017

Prior to joining Concur, Tabitha built and led the Customer Insights practice for Citrix as the Managing Director of Customer Insights and developed the CX programs for the Healthcare division of Philips as thecGlobal Director of Customer Experience. Some Background On Tabitha’s Career. Do you agree?

Leadership 160

Leadership Customer Experience Customer Journeys Net Promoter Score 160

ijgolding

NOVEMBER 17, 2016

The post Customer Experience Professionals: Why We Do What We Do appeared first on IJ Golding. If you have a question you’d like us to answer in a future post, please provide it in Comments. This post originally appeared on the CXPA Blog on November 10, 2016.

Customer Experience Professionals 120

Customer Experience Professionals Customer Experience Customer Centricity Customers 120

Horizon CX

JUNE 2, 2020

Those might at first appear to be two leadership extremes and to some degree they are but unfortunately, they’re more common within business than we’d probably like to admit. Leaders in general, but especially those that are leading in Customer Experience roles, are in a challenging position today made even more difficult by the pandemic.

Leadership 130

Leadership Culture Strategy Customer Experience Professionals 130

ijgolding

NOVEMBER 29, 2017

The question was a precursor to defining why Customer Experience needs good, strong leadership. This month, I want to ask three connected but altogether different questions: What do you do if the organisation you work for or with does NOT have strong customer focused leadership?

Customer Centricity 148

Customer Centricity Leadership Customer Focused Customer Experience Professionals 148

Horizon CX

DECEMBER 21, 2021

So, this now brings me to the concept of servant leadership as a highly potential and appropriate humanistic response to a pandemic that arrived through origins and forces still unclear. Those others can include customers, partners, fellow employees, and the community at large. Spears Center for Servant Leadership Inc.

Leadership 130

Leadership Measurement Groups Customer Experience Professionals 130

Customer Bliss

MARCH 26, 2019

It’s the same reason I co-founded the Customer Experience Professionals Association. The work is interesting, but what really drives the work is culture. I call it the underbelly; how did each guest navigate the underbelly of their organization, in order to succeed?

Leadership 181

Leadership Chief Customer Officer How To Customer Experience Professionals 181

InMoment XI

DECEMBER 17, 2024

Another important aspect of this role is that it determines the best way to collect, analyze, and act on the voice of customer data at key touchpoints across the customer journey. This role ensures that all initiatives to improve customer satisfaction are strategically aligned and executed efficiently across various departments.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

CloudCherry

MARCH 8, 2019

In-depth neuroscience researches tell us that there are biological differences in the way a woman and a man would think but that does not prove men and can soar higher than women in leadership capabilities. She is the Founder and President of CustomerBliss, and the Co-Founder of The Customer Experience Professionals Association.

Chief Customer Officer 285

Chief Customer Officer Customer Experience Professionals Consulting Employee Experience 285

Customer Bliss

JULY 4, 2017

He leads the Client Experience Leadership Council, a cross functional team of senior leaders who design, build, and implement strategies to deliver remarkable client experiences for clients consistently. He was a great student of customer experience and formed/understood what the work needed to be.

Banking 143

Banking Leadership Net Promoter Score Customer Journeys 143

Experience Matters

NOVEMBER 27, 2014

I really enjoy leading and being a part of the Customer Experience Professionals Association, because of the wonderful volunteers and the amazing culture of sharing across our community. We may be a small company, but I’m very proud of how our team sets the pace in CX thought leadership. The CXPA community.

Sports 278

Sports Conference Customer Experience Professionals Groups 278

Experience Investigators by 360Connext

OCTOBER 6, 2014

It’s one thing to hear customers are complaining about something, it’s another to stand there and hear the complaint directly. How can you get your organization to deliver an exceptional customer experience? Happy Customer Experience Day!

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

CloudCherry

SEPTEMBER 11, 2019

She is a Certified Customer Experience Professional (CCXP). Request a demo. The post EX vs CX and how they need to align appeared first on CloudCherry.

Customer Experience Professionals 199

Customer Experience Professionals Employee Experience Leadership Course 199

TechSee

AUGUST 14, 2023

Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership. Follow on LinkedIn Jeanne Bliss , Founder & CEO at Customer Bliss Jeanne Bliss is the Founder and President of CustomerBliss and Co-Founder of The Customer Experience Professionals Association.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

ijgolding

FEBRUARY 20, 2017

Last night, I received an email from a good friend of mine asking for my input into a question they had been asked by the senior leadership team of their organisation. The question was as follows: What value has our business experienced as a result of all the Customer Experience (CX) work that has been done?

Customer Experience 208

Customer Experience Poor Customer Service Return on Investment Financial 208

CX Accelerator

DECEMBER 22, 2022

To equip, encourage, and connect Customer Experience professionals at every stage in their journey. By extending leadership to several of the most talented and helpful people in the world of CX. Continuing to provide leadership over the non-profit is Co-founder Dan Brown. And the exciting part?

Brands 36

Brands Leadership Customer Experience Professionals Course 36

Experience Investigators by 360Connext

JANUARY 28, 2020

Anxiety is ramping up for senior leaders focused on customer experience, and it’s not difficult to understand why. According to Forrester’s 2020 Predictions , 1 in 4 customer experience professionals will lose their job this year. First, understand the true costs of NOT investing in customer experience.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

Experience Investigators by 360Connext

OCTOBER 27, 2020

Be sure to align what feedback you gather with your Customer Experience Success Statement. Will the answers to these questions help you achieve more success for customers, for your brand, and for your organizational leadership? This can help prioritize what is most important.

Customer Journeys 359

Customer Journeys Social Media Feedback Touchpoint 359

Eptica

NOVEMBER 6, 2019

Date: Wednesday, November 6, 2019 Author: Guest author - Jeannie Walters Avoid these 5 CX Leadership Traps! Success begets more success, and customer experience is no different. Are you ready to make real changes on behalf of your customers? Published on: November 06, 2019.

Leadership 77

Leadership Net Promoter Score Contact Center Effort Score 77

BlueOcean

JUNE 27, 2024

In “Customer-Centric Harmony: Crafting Experiences That Strike the Right Chord,” CX expert Olga Potaptseva outlines a holistic approach to engaging customers by aligning leadership, technology, processes, people and culture, and customer experience management.

Customer Experience 156

Customer Experience Contact Center Customer Centricity Leadership 156

Experience Investigators by 360Connext

MAY 17, 2018

The Customer Experience Professionals Association (CXPA) 2018 Insight Exchange offered CX experts and professionals of all kinds, various titles and comfort levels a few days to learn, connect and get inspired. Leadership is starting to catch up, but their understanding of CX varies greatly!

Leadership 161

Leadership Culture Customer Experience Professionals Customer Centricity 161

Alida

MARCH 10, 2017

CX programs require strategy and leadership from the top. Jeanne Bliss, co-founder of the Customer Experience Professionals Association, says a chief customer officer (CCO) needs to lead the charge. Lack of ownership. Without a CCO or equivalent driver of a CX program, there can be no unity.

Customer Experience 196

Customer Experience Net Promoter Score Chief Customer Officer Effort Score 196

ECXO

SEPTEMBER 15, 2022

Soon we will announce our new ECXO Top Executive initiative, where top executives talks about CX, Technology, leadership, Growth, Adoption, and much more. ECXO Leadership Team, Joanna Carr, Susanne Fries-Palm, Federico Cesconi, Michael Brandt, Danny Petters, Ricardo Saltz Gulko and all Ambassadors team. Have a lovely end of our summer.

Customer Experience 207

Customer Experience Leadership Feedback Survey 207

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 Customer Experience Professionals Innovation 336

Beyond Philosophy

JANUARY 23, 2020

Forrester predicted that one in four Customer Experience Professionals will lose their job in 2020. Why are so many Customer Experience professionals facing the ax this year? Moreover, you need to have support from leadership and buy-in from the customer-facing team.

Return on Investment 177

Return on Investment Customer Experience Professionals Leadership Consulting 177

Comm100

MARCH 8, 2017

Kate Nasser, otherwise known as the People Skills Coach™, offers anyone who happens upon her Twitter page a wealth of knowledge on topics such as how to increase your impact and how to create positive customer experiences. She is an expert on customer-centric leadership, and an active tweeter. Flavio Martins. flavmartins.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

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

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. Many are unaware that infused in their brand DNA are 14 leadership principles.

Employee Engagement 196

Employee Engagement Engagement Customer Centricity Culture 196

TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. Paul Husar, Senior Call Center Manager at LG Electronics.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Experience Matters

SEPTEMBER 1, 2016

Temkin Group has labelled 2016 The Year of the Emotion for customer experience. As you’ll see below, we’re continuing that theme in our CX Day plans: Thought leadership video: Bruce will interview renowned author and thought […].

Leadership 213

Leadership Video Groups Customer Experience 213

CX Accelerator

JUNE 27, 2019

Originally posted on the Rustici Software Blog Last month, I presented to the Nashville Network of Customer Experience Professionals Association (CXPA) and shared how we’ve built a remarkable place to work at Rustici Software and how that leads to providing exceptional service to our customers.

Software 243

Software Culture Customers Customer Experience Professionals 243

Qualtrics

JUNE 21, 2019

Here’s our selection of the best videos out there where some of the leading innovators and thinkers present their lessons on the customer experience. Are looking for the latest thought leadership videos from customer experience leaders like Bruce Temkin and Jay Baer? You can register for free here.

Customer Experience Professionals 52

Customer Experience Professionals Video Customer Experience Touchpoint 52

CX Journey

AUGUST 26, 2014

I think this is a critical component for change management for the customer experience. Getting leadership buy-in and helping them understand that the sooner the focus is placed on the customer experience, the sooner the business will benefit is an everyday challenge for customer experience professionals.

Customer Experience 185

Customer Experience Management Government Customer Journeys 185

Lumoa

JANUARY 9, 2018

Organizations will want quantitative justification of their investment in great customer service. Organizations will continue to look for more effective ways of gaining real-time customer intelligence rather than rear-view-mirror methods like surveys. This will push more aggressive change driven by Customer Experience professionals.

Customer Experience 332

Customer Experience Competitive Advantage Omni-Channel Culture 332

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

Oracle

FEBRUARY 20, 2020

As technology leads to the automation of task-oriented roles, the World Economic Forum says that the skills of the future will be critical thinking, leadership, problem-solving, creativity, communication, and the ability to navigate ambiguity. Empathy is the new currency.

Customer Experience Professionals 45

Customer Experience Professionals Customer Experience Customers Leadership 45

Alida

NOVEMBER 29, 2017

Most executives today claim that customer experience (CX) is a top goal for their business , but Forrester’s research shows that companies aren’t making meaningful improvements in this area. Parrish recommended a practical framework companies can use to bridge the CX leadership gap. Six competencies that lead to CX leadership.

Study 127

Study Leadership Customer Experience Professionals Metrics 127