CloudCherry

SEPTEMBER 11, 2019

In this week’s ‘Sweets of CX’ Podcast , it’s all about the Employee Experience and the direct correlation it has with Customer Experience. As Annette says, ‘There’s employee’s happiness, satisfaction, engagement, experiences- all of these different terms. and this week’s honored guest. Request a demo.

Customer Experience Professionals 199

Customer Experience Professionals Employee Experience Leadership Course 199

CX Journey

JULY 5, 2016

Image courtesy of dizzycage Still trying to show executives how your proposed customer experience improvement initiatives impact the bottom line? As you know by now, I'm no stranger to advocating for - and writing about - ROI and building the business case for you employee and customer experience improvements.

Customer Experience 117

Customer Experience ROI Return on Investment Customer Experience Professionals 117

Customer Guru

AUGUST 8, 2018

Customer experience (CX) is the relationship of a customer with a business at all touchpoints during the period of the customer journey. It is widely said that customer experience is the next battleground for organizations. Adam is a globally recognized expert on customer experience.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

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. The six steps are as follows: Step 1 – Attract.

Employee Engagement 196

Employee Engagement Engagement Customer Centricity Culture 196

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. If you''ve mapped customer journeys, what other activities have you used your maps for? A closing thought.

Customer Journeys 189

Customer Journeys Customer Experience Professionals Touchpoint Customer Centricity 189

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Michel Falcon Experience

SEPTEMBER 25, 2014

Customer experience is the solution to silos existing within your company. To genuinely become a company that is focused on creating a world class customer experience you must have an individual – or team depending on the size of your company – who oversees customer experience.

Customer Experience 120

Customer Experience Chief Customer Officer Competitive Advantage Customer Centricity 120

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. John is an “Ex-Disney Guy” and Customer Experience Coach.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ijgolding

SEPTEMBER 21, 2015

That is why I also advise people that I am a Customer Experience ‘Specialist’ – not an ‘expert’ – as I believe that anyone who champions a profession should be continually developing their specialism. Continuous professional development never ends!!

Brands 120

Brands Customer Experience Chief Customer Officer Airlines 120

CX Accelerator

SEPTEMBER 24, 2019

But Customer Experience (CX) specifically holds some challenges that many new leaders can take weeks or months to grasp. Most people know what salespeople or customer service representatives do. But when sharing that you’re a CX professional, you might hear a few common things: “I have no idea what CX is.” “Uhh.

Tips 282

Tips Customer Centricity Strategy Social Media 282

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

CX Journey

OCTOBER 18, 2017

When you think of the phrase "inside out" relative to the customer experience, you probably cringe. This is not a phrase that customer experience professionals take lightly. The customer's needs and perspectives aren't considered in this type of thinking. That does not make me cringe.

Customer Experience 114

Customer Experience Customer Journeys Policies Training 114

ijgolding

APRIL 4, 2017

When I deliver Customer Experience ‘knowledge transfer’ sessions around the world, I regularly joke that all places of work have had a ‘magic vortex’ constructed at the front door – it is invisible to the naked eye. 80% of respondents in a global study demanded a personal touch in all digital channels.

Technology 336

Technology Leadership Customer Experience Professionals Innovation 336

CX Journey

OCTOBER 27, 2015

Pundits and experts alike say that customer experience is everyone's job. If you google "customer experience is everyone's job" and "customer service is everyone's job," you'll find endless articles, blogs, and webinars with that very title. Every employee matters; every employee contributes.

Customer Experience 80

Customer Experience Customer Experience Professionals Consulting Call Center 80

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. Before we dive deeper, here’s a detailed guide to how to improve your customer experience with NPS (and here is a quick summary of what NPS is and isn’t ). All the leaders were asked the same two questions : 1.

System 317

System Effort Score NPS Net Promoter Score 317

ECXO

JUNE 6, 2022

From CX to Distinctive Experiences with Joe Pine. The European Customer Experience Organization is delighted to announce Joe Pine, discussing From CX to Distinctive Experiences in a presentation and Q&A session with all ECXO CX professional community. Share on linkedin. Share on twitter. Share on facebook.

Consulting 156

Consulting Customer Experience Professionals Innovation Culture 156

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

CX Accelerator

MARCH 9, 2020

As customer experience professionals, I think we’re especially prone to battling impostor syndrome. A passionate connector of people, Erica Marois is a customer and employee experience enthusiast who loves helping others find unique solutions to their biggest challenges. The work is also complicated.

Contact Center 182

Contact Center Social Media Advertising Travel 182

CX Accelerator

MARCH 9, 2020

As customer experience professionals, I think we’re especially prone to battling impostor syndrome. A passionate connector of people, Erica Marois is a customer and employee experience enthusiast who loves helping others find unique solutions to their biggest challenges. The work is also complicated.

Contact Center 182

Contact Center Social Media Advertising Travel 182

CX Journey

APRIL 4, 2018

There's a big problem brewing out there when it comes to journey mapping: Too many folks view journey maps as useless, when instead, the maps should be seen as one of the (if not the ) most powerful tools and processes in the customer experience professional's arsenal. Customer experience is a journey.

Customer Journeys 158

Customer Journeys Customer Experience Professionals Tools Customer Experience 158

CX Journey

OCTOBER 6, 2016

I left off on Part 1 of my conversation with Peter Aceto with questioning why so many leaders still don't get the importance of focusing on the customer and customer experience improvements. What advice would you give to these professionals to help them help others (especially executives) change the way they think about things?

Culture 169

Culture Banking Metrics Employee Engagement 169

CX Journey

NOVEMBER 29, 2017

Customer experience management is all about change management; that also means that it's all about change. At least that's what your customers are hoping for. You've listened to customers. Well, with the "been there, done that" experience and attitude, for starters. Listen to customers again. Tell the story.

Customer Experience Professionals 124

Customer Experience Professionals Policies Employee Experience Customer Experience 124

CX Accelerator

SEPTEMBER 24, 2019

But Customer Experience (CX) specifically holds some challenges that many new leaders can take weeks or months to grasp. Most people know what salespeople or customer service representatives do. But when sharing that you’re a CX professional, you might hear a few common things: “I have no idea what CX is.”.

Tips 208

Tips Customer Centricity Social Media Strategy 208

CX Journey

MARCH 16, 2017

Image courtesy of Tax Credits No customer experience budget? As a follow-on to my post earlier this week about companies having no budget for customer experience improvements, I thought I'd compile a few ideas on how to move beyond the "no budget" excuse and make improvements that cost little to nothing. No problem!

Exercises 112

Exercises Culture Employee Experience Customer Experience Professionals 112

ClearAction

JANUARY 6, 2021

21 Tips for 2021 Customer Experience Excellence Lynn Hunsaker. Customer experience excellence is certainly defined a bit differently now, compared to years past. How can leaders wrap their heads around these overwhelming mandates for customer experience excellence?

Tips 77

Tips Customer Experience Net Promoter Score Customer Journeys 77

CX Journey

JUNE 27, 2018

I'm positive the Platinum Rule was created by a customer experience professional! The Platinum Rule speaks to customer experience professionals. so that they can design the products and the experiences that customers want. Don't just ask customers about the experience, listen, as well.

Exercises 126

Exercises Customer Experience Professionals Customer Experience Company 126

Customer Bliss

APRIL 25, 2017

As we all know, customer experience happens in the real world — it’s companies and organizations interacting with their customers. Last week, I wrote a blog post about the employee experience side of the United incident. Diane is currently CEO of the Customer Experience Professionals Association.

Airlines 128

Airlines Customer Experience Professionals Course Connections 128

CX Accelerator

SEPTEMBER 24, 2019

But Customer Experience (CX) specifically holds some challenges that many new leaders can take weeks or months to grasp. Most people know what salespeople or customer service representatives do. But when sharing that you’re a CX professional, you might hear a few common things: “I have no idea what CX is.”.

Tips 182

Tips Customer Centricity Social Media Strategy 182

ijgolding

APRIL 27, 2016

I have been involved in the world of business improvement and customer experience for over twenty years. For the last four years, I have had the wonderful opportunity to see and experience organisations across a variety of industries all over the world. I have been working with a global financial services business.

Travel 120

Travel Customer Centricity Exercises Financial 120

Confirmit

SEPTEMBER 5, 2017

As a Customer Experience professional, do you find yourself struggling to show real results and tangible business outcomes? After roughly twenty years as a discrete discipline, Customer Experience (CX) is still a difficult career in which to demonstrate business value.

Customer Experience 49

Customer Experience Customer Experience Professionals Innovation Customers 49

ECXO

DECEMBER 26, 2023

02 2 Best Customer Experience Books 2023 in Digital Data, Design and Centricity – The famous 3 Ds: Digital, Data, Design. Using Behavioural Science in Marketing: Drive Customer Action and Loyalty by Prompting Instinctive Responses by Nancy Harhut. The books are not in order of preference; all are very good. Here is the link.

Case Study 156

Case Study Customer Centricity Social Media Competitive Advantage 156

CX Journey

SEPTEMBER 19, 2017

It was a great hour, during which I busted five myths about journey mapping and interviewed a panel of experts on their experiences with journey mapping. are also involved in the experience. We created an assumptive map and are ready to redesign the experience. Journey maps are used only for the customer experience.

Customer Journeys 121

Customer Journeys Customer Experience Professionals Touchpoint Customer Experience 121

Russel Lolacher

JULY 4, 2022

In this episode of Relationships at Work, Russel chats with co-founder of the CX Accelerator and speaker Nate Brown on how to build build community to benefit your employee experience in your industry. So it was a really bad employee experience. Connect with Nate on his platforms: Linkedin. CX Accelerator. Hello, sir.

Employee Experience 52

Employee Experience Connections Leadership Groups 52

Oracle

MARCH 7, 2019

I often remind people the acronym “CX” was little-known until Bruce Temkin and Jeanne Bliss co-founded the Customer Experience Professionals Association in 2011. “Customer experience” across the organization wasn’t a clear business initiative or concern. . CX: The Present.

e-support 103

e-support Customer Centricity Customer Journeys Customer Experience Professionals 103

ijgolding

NOVEMBER 22, 2016

As customer experience has become increasingly recognised as a thing of tangibility, so has the need to adopt and embed the skills and competencies that make managing it (customer experience that is) a reality. Let’s start with my tip number 1: Tip 1 – Make customer experience a priority for the whole company!

Customer Centricity 120

Customer Centricity Culture Tips Strategy 120