ijgolding

JUNE 9, 2015

If you have followed my writing for a while, you will be very much aware that I am very proud and passionate Customer Experience Professional (CXP). One of a growing number of ‘specialists’ in the newly recognised professional field, this group of skilled, experienced practitioners is growing in number on a weekly basis.

Customer Experience Professionals 120

Customer Experience Professionals Leadership Customer Experience Effort Score 120

ijgolding

DECEMBER 30, 2014

The wall behind the lady serving me was decorated with ‘Customer Experience Certificates of Excellence’ – a sight that gave me a warm glow. Many of these stories originate in organisations who like to think they ARE customer centric – they have a long way to go in my opinion. Virgin Trains.

Customer Experience 214

Customer Experience Customer Experience Professionals Customer Journeys Training 214

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.” Lynn Baker.

Chief Customer Officer 285

Chief Customer Officer Customer Experience Professionals Consulting Employee Experience 285

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

Experience Investigators by 360Connext

OCTOBER 9, 2014

For the second year in a row, customer experience professionals around the globe celebrated Customer Experience Day , affectionately known as CX Day. Customer experience as an industry is still in its infancy. .” “Worlds are colliding because it all comes back to customer experience.”

Social Media 279

Social Media Customer Experience Professionals Consulting Employee Engagement 279

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. The acronym CLICK!

Sports 308

Sports Customer Experience Professionals Consulting Survey 308

CX Accelerator

NOVEMBER 11, 2022

Once you’ve got more than one initiative in train, a program manager will be required to oversee the body of work as a whole and provide reporting on the progress of the program to the business. Nate Brown is a perpetual student of the world’s greatest experiences and the people who create them. Back To CX Accelerator Blog

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

Calabrio

JULY 29, 2020

Here’s an overview of the Accredited Customer Experience Specialist program, courtesy of Dodkins’ Rockstar CX site: The ACXS is a new customer experience training and certification program designed specifically for customer experience professionals who need powerfully simple and immediately impactful tools, techniques, frameworks and mindsets (..)

Customer Experience Professionals 208

Customer Experience Professionals Customer Journeys Customer Expectations Training 208

Feedbackly

MAY 13, 2020

Customer Experience is not something that can be studied at universities, or at least not in many. And it is not something that has.

Customer Experience Professionals 78

Customer Experience Professionals Customer Experience How To Study 78

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

ijgolding

MARCH 10, 2015

Customer Experience Training CX Professionals customer experience customer experience professionals emotional experience' I could continue to name more professions, but the principle would be the same – as sure as night follows day, good will […].

Customer Experience 120

Customer Experience Customer Experience Professionals Consulting Training 120

ijgolding

DECEMBER 4, 2019

We are well trained in solving and handling issues. But we are not that trained in seeing the PEOPLE that solve the issues. Far too many miss the significance of the PEOPLE experience when solving the issue. Its people that meet, not products. The only thing we can know is the sensations we get through our perceptions.

Measurement 231

Measurement Meeting Customer Experience Professionals Training 231

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. I hear so many people talking about mapping and so many prospects and clients asking about it.

Customer Journeys 189

Customer Journeys Touchpoint Customer Experience Professionals Customer Centricity 189

ijgolding

AUGUST 9, 2017

A perennial problem for any Customer Experience Professional around the world is to find an effective way to engage people with the significance of the subject. Whilst many profess to ‘get’ Customer Experience (CX), they tend to do so instinctively, intuitively and accidentally.

Engagement 226

Engagement Customer Experience Customer Experience Professionals Customer Centricity 226

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? presenting it in terms that show what’s in it for them) and soft-skills training for the team. .

Return on Investment 177

Return on Investment Customer Experience Professionals Leadership Consulting 177

Beyond Philosophy

MARCH 19, 2020

We realized that we needed to make a more reliable connection between how having a customer-centric culture that puts the customers’ needs first leads to customer-driven growth. Moreover, we need to train Customer Experience professionals to measure how their efforts lead to it.

Trends 191

Trends Net Promoter Score Effort Score ROI 191

TechSee

AUGUST 14, 2023

Follow on LinkedIn Agnes So, Head of Customer Support & Engagement at HotDoc Based in Melbourne, Agness is passionate about creating exceptional customer experiences through lean teams, self-service, and training. Before joining HotDoc, Agnes spent 4 years at Apple.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

ijgolding

JANUARY 22, 2018

There are a number of ways to encourage your employees to create positive experiences for your customers, public acknowledgment and celebration as well as gifts and bonuses for exemplary behaviour are just a few examples. Companies with happy employees and high employee retention rates also have higher customer retention rates.

Customer Experience 191

Customer Experience Social Media Abandon Rate Conference 191

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. You have a rich, exciting and experience-laden path ahead of you!

Tips 282

Tips Customer Centricity Strategy Social Media 282

ijgolding

DECEMBER 11, 2017

Or coloured markers on the floor to help you find your way through large buildings, or on station platforms to tell you exactly where to stand to be next to the door for your train carriage. The whole time I was there I never saw a customer survey used as a replacement for listening and interacting. Pride and purpose.

Customer Experience 166

Customer Experience Travel Transportation Training 166

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

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

CX Journey

MARCH 14, 2017

Whether you're installing new technologies, reducing waste, improving efficiencies, hiring new employees, developing new training programs, etc., isn't that all going to impact the customer experience? But oftentimes, that budget sits elsewhere, e.g., marketing, operations, customer service, etc., Here's the thing.

Customer Experience Professionals 148

Customer Experience Professionals Innovation Advertising Technology 148

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. Related: How to Improve Customer Service Training with Simple Metrics.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

ijgolding

FEBRUARY 4, 2016

How do you become a Customer Experience Professional? I think it is fascinating to understand how people end up doing something like CX…… and so I am absolutely delighted to share with you one professionals story in this post. I have known Heather Grisedale for a number of years.

Customer Experience Professionals 120

Customer Experience Professionals Tourism Training Customer Experience 120

ShepHyken

JULY 8, 2019

Blake Morgan shares a “Top Ten” list of customer-focused organizations from ten different industries and a short explanation about why she chose them. 11 Skills and Traits for Customer Experience Professionals in 2019 by Dom Nicastro. Follow on Twitter: @Hyken.

Customer Service 121

Customer Service Social Media Customer Experience Professionals Customer Care 121

Beyond Philosophy

OCTOBER 6, 2014

We work with Customer Experience (CX) professionals around the world and train them on how to go about implementing CX programs. The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. ” It is part of a broader celebration of Customer Experience Day.

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

TechSee

JUNE 16, 2022

Jeff’s Inside Customer Service blog has been recognized as one of the Top 50 customer service blogs on the planet. As a consultant, he guides clients who want to develop customer-focused cultures. Over 1,000,000 people have taken one of his video-based training courses on LinkedIn Learning. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Experience Matters

DECEMBER 15, 2015

and will increase their use of more qualitative techniques such as customer interviews and ethnography. As consumers get comfortable with companies like Uber and AirBnB and use more iTunes apps and cloud-based applications, they are being trained to pay for things as they need them. Employee CX & Empathy Training.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

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.

Employee Engagement 196

Employee Engagement Engagement Customer Centricity Culture 196

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.

Customer Experience 169

Customer Experience Self Service Hospitality Customer Journeys 169

Storyminers

JULY 6, 2020

Aimee has over 20 years of experience improving service delivery and transforming CX through people development and process improvement initiatives. Her areas of expertise include market research, program management, marketing, instructional design, and training. Annette Franz. Annette Franz is the founder and CEO of CX Journey Inc.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Customer Guru

AUGUST 8, 2018

Aimee Lucas is a Certified Customer Experience Professional and Vice President at Temkin Group, where her research and consulting efforts are dedicated to transforming customer experience within large organizations. Bruce Temkin is the Managing Partner and a Customer Experience Transformist at the Temkin Group.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

Beyond Philosophy

FEBRUARY 6, 2020

In another article, I shared the information that Forrester, a global research company, predicted that 2020 would be the year that 25 percent of Customer Experience professionals would lose their jobs because of a lack of results they could demonstrate. To learn more, please click here. .

Marketing 162

Marketing Customer Experience Professionals Entertainment Consulting 162

CX Journey

AUGUST 26, 2014

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. That customer focus becomes an organizational discipline, not a department.

Customer Experience 185

Customer Experience Management Government Customer Journeys 185

ijgolding

JANUARY 15, 2016

They also demonstrate why it is so important for CX to be recognised as a PROFESSION – for the world to recognise that CX is not some fictional business fad, but a genuine, fact based professional occupation. It is because to become a CCXP you MUST possess the knowledge AND experience of utilising and applying a set of core competencies.

Customer Experience 120

Customer Experience Customer Experience Professionals Customer Centricity Government 120

GetFeedback

AUGUST 14, 2019

Learn how GetFeedback can help you exceed customers’ expectations— start your free trial today. Jeannie Walters, CCXP, CEO, Experience Investigators by 360Connext . Jeannie Walters is a Certified Customer Experience Professional (CCXP) and is CEO of Experience Investigators. About the guest author .

Metrics 273

Metrics Customer Journeys How To Customer Satisfaction 273