Oracle

MARCH 28, 2018

Everywhere you turn, these buzzwords are being used constantly – all referring to a hot new technology known as blockchain. 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. But where did it come from? Where can it go?

Customer Experience Professionals 49

Customer Experience Professionals Technology Customer Experience Banking 49

InMoment XI

NOVEMBER 26, 2024

Did you know that 77% of organizations cannot consistently create a consistent customer experience across channels? This often stems from poor internal communication, outdated technology, or inefficient processes.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

CloudCherry

SEPTEMBER 11, 2019

Add in some straight-forward conversation (with our own James Gilbert) about The Candidate Experience, ‘Hard Stuff’ vs. ‘Soft Stuff’, monetary and non-monetary incentives for employees, and the role technology takes in the whole process, and you’ve got yourself one deliciously instructive cocktail. And, of course, we had to ask.

Customer Experience Professionals 199

Customer Experience Professionals Employee Experience Leadership Course 199

Lumoa

DECEMBER 18, 2017

There're great professionals who feel the customer pains and embrace their successes. Jim, CCXP (Certified Customer Experience Professional), is a founder of a CX consulting agency, Heart of the Customer , and sees the world in a special way: through the eyes of customers. Probably not.

Analytics 256

Analytics Customer Journeys Customer Experience Net Promoter Score 256

ijgolding

APRIL 4, 2017

It is also a reality that is becoming ever more significant in the fast moving, agile technology age that we human beings are now immersed in. We must never forget, that even though technology is moving at a remarkably rapid rate – it is the humble human being making it possible.

Technology 336

Technology Leadership Innovation Customer Experience Professionals 336

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. Of course, CX is radically different from a ‘User Experience’ perspective.

Customer Experience 158

Customer Experience Customer Experience Professionals Customers Customer Centricity 158

Experience Investigators by 360Connext

FEBRUARY 4, 2019

So what should today’s customer experience professional do about all these touchpoints? Owning the never-ending list is part of the customer experience professionals role now. Tweet “”Many organizations who claim to be customer-focused still operate from a product-focused environment.”

Touchpoint 187

Touchpoint How To Customer Experience Professionals Advertising 187

CX Journey

MARCH 14, 2017

Specifically, the findings noted in the article state: Conversely, 43% of contact centre managers feel they don’t have the necessary budget to invest in the technology to improve experiences, whilst 48% say they are hampered by outdated technology. Isn't it all customer experience? Here's the thing.

Customer Experience Professionals 148

Customer Experience Professionals Innovation Advertising Technology 148

CX Journey

MARCH 21, 2018

Image courtesy of Pixabay What's in your customer experience strategy budget? Traditionally, customer experience professionals have no budget. Despite that, customer experience professionals still need to develop a budget for the work that they do and for the resources they need for that work.

Customer Journeys 272

Customer Journeys Travel Consulting Customer Experience Professionals 272

Oracle

MARCH 11, 2020

Female pioneers in CX technology have been shaping the field since the earliest days and continue to create change and exciting new experiences, technology, and ideas. Today, women in CX are driving innovation, rethinking what the customer experience means, and bringing these insights to new industries and audiences.

Customer Journeys 83

Customer Journeys Technology Chief Customer Officer Video 83

Oracle

MARCH 1, 2021

In celebration of Women’s History Month, we’re highlighting some of the top female pioneers in customer experience (CX). Female innovators in CX technology have shaped the field since the earliest days and continue to create change and exciting new experiences, technology, and ideas.

Technology 81

Technology Advertising Customer Experience Professionals Entertainment 81

Experience Investigators by 360Connext

FEBRUARY 4, 2019

So what should today’s customer experience professional do about all these touchpoints? Owning the never-ending list is part of the customer experience professionals role now. Change or eliminate touchpoints that aren’t working for the customer’s benefit.

Touchpoint 173

Touchpoint How To Customer Experience Professionals Advertising 173

TechSee

AUGUST 14, 2023

Follow on LinkedIn Charlie Mitchell, Senior Editor at CX Today Charlie is an award-winning magazine editor, with vast experience in writing about technology, customer service, and much more. Jon’s thought leadership can be followed on his widely-read JAA’s Analyst Blog.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. 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

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. The question you’re likely facing is how to find your footing in the future.

Customer Experience Professionals 45

Customer Experience Professionals Customer Experience Customers Leadership 45

Alida

JANUARY 7, 2019

That takeover will drive significant change across corporate structure, technology and data workflows. With one successful IPO, one mega acquisition and accelerating consolidation, 2019 will see the Data Management Platforms (DMPs) take over as the sources of truth in the enterprise.

Customer Experience 212

Customer Experience Customer Centricity Competitive Advantage Innovation 212

InMoment XI

JANUARY 25, 2024

.”* Based on InMoment’s experience, the Gartner Magic Quadrant is a research methodology and visualization tool that can provide a graphical representation of a market’s direction, maturity, and participants developed by the research and advisory firm Gartner, Inc. How does a Gartner Magic Quadrant work? “A

Strategy 195

Strategy Roadmap Innovation Technology 195

CX Accelerator

DECEMBER 22, 2022

To equip, encourage, and connect Customer Experience professionals at every stage in their journey. While we partner with and embrace the organizations and technology in the CX space, our focus is on its people. This is what we've been about the whole time, and will be for decades to come.

Brands 36

Brands Leadership Customer Experience Professionals Course 36

CX Accelerator

NOVEMBER 11, 2022

They manage changes that can have impacts on people, processes and/or technology and provide regular updates to the organization. EMPLOYEE EXPERIENCE The evidence has shown time and time again that the internal experience determines the external experience. Back To CX Accelerator Blog

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

ijgolding

DECEMBER 4, 2019

Veronika Luxemburg is Certified by CXPA, as Customer Experience Professional (CCXP), Coach certified by ICF, and she also holds a Lean6Sigma certification. She is long experienced on how to deliver on the customer promise by facilitating business transformation and change programs for Customer Experience strategies.

Measurement 231

Measurement Meeting Customer Experience Professionals Training 231

Comm100

MARCH 8, 2017

Roy Atkinson is a senior writer and analyst who specializes in guiding organizations to better customer service and customer service management. His Twitter explores the connection between customer service and technology, and is jam-packed with useful customer service resources. Jeanne Bliss. JeanneBliss.

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

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

ECXO

JUNE 6, 2022

Gilmore wrote the best-selling book The Experience Economy: Our 3 Moderators for such a Special event: Joanna Carr Joanna is a Customer Experience Consultant for Allegro, a technology and communication bureau based in Norway. He’s also the ECXO.org co-founder.

Consulting 156

Consulting Customer Experience Professionals Innovation Culture 156

Oracle

JANUARY 17, 2020

Last year, Oracle surveyed 1,500 CX professionals in 20 different countries to measure global attitudes toward customer experience (ranging from excitement to anxiety), and compare rates of automation abilities and technology adoption across departments.

Customer Experience Professionals 54

Customer Experience Professionals Customer Experience Customer Centricity Survey 54

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

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.

Trends 173

Trends Customer Experience Self Service ROI 173

ijgolding

DECEMBER 14, 2017

I first became aware of job roles containing the words, ‘Customer Experience’ in the early noughties. However, it was not until 2011, with the creation of the Customer Experience Professionals Association (CXPA), that the role became officially recognised as a profession.

Customer Experience 164

Customer Experience Customer Experience Professionals Customer Centricity Customers 164

Experience Investigators by 360Connext

NOVEMBER 12, 2019

Here are a few I heard about again and again from SAP executives, their enterprise customers and general attendees alike. Our need to understand and react to customer data has advanced faster than the technology used to collect it. Data integration is absolutely essential to really understand customers and meet their needs.

Brands 160

Brands Customer Journeys Technology Customer Experience Professionals 160

Experience Investigators by 360Connext

MARCH 15, 2018

Technology invades every part of our lives, both in good and possibly not-so-good ways. In customer experience, a personal touch can go a long way to improve a typical touchpoint in the B2B journey. The world is fast. Human connections make a huge difference in B2B.

Connections 160

Connections B2B Fashion Touchpoint 160

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. Become a member now to the open access Customer Experience Professional Business Network Here ECXO.org : The European Customer Experience Orgaanization.

Customer Experience 207

Customer Experience Leadership Feedback Survey 207

Kerry Bodine

JANUARY 4, 2017

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. Gartner’s Customer 360 Summit. Analyst Firms. May 9, 2017.

CEM 120

CEM Conference Chief Customer Officer Customer Experience Professionals 120

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

CX Accelerator

SEPTEMBER 24, 2019

Most people know what salespeople or customer service representatives do. But it’s not usually the case that Customer Experience professionals experience the same level of understanding about what they do and what their job roles are for.

Tips 282

Tips Customer Centricity Strategy Social Media 282

Customer Bliss

MAY 4, 2017

In our conversation we discuss how specifically one goes about improving business to business customer experience. Tabitha Dunn currently serves as the Vice President of Customer Experience at Concur Technologies, an SAP company. About Tabitha. Some Background On Tabitha’s Career.

Leadership 160

Leadership Customer Experience Customer Journeys Net Promoter Score 160

Experience Investigators by 360Connext

APRIL 14, 2020

Customer feedback and emotional data. Customer behavior and actions. With the technology and tools today, we can gather a lot of this virtually. Look at your existing Voice of the Customer (VoC) and behavioral analytics data if you have it. Technology makes virtual journey mapping easy to do successfully.

Customer Journeys 374

Customer Journeys How To Course Touchpoint 374

Forrester

NOVEMBER 20, 2014

My colleague Rick Parrish attributed the problems to an unhealthy mix of cumbersome rules, disorganized technologies, and complacent management. Businesses aren't able to leverage those customer, partner, and employee relationships to quickly and effectively respond to market changes. The result?

Customer Experience 100

Customer Experience Customer Experience Professionals Report Technology 100