ijgolding

JANUARY 4, 2017

In the last two days, I have lost count of the number of blog posts articles that have been produced talking about this very subject – so I thought I would add another from my own perspective!! Rather than describing what I observed in 2016 specifically, I want to encourage people to think about what they should be doing in 2017.

2017 59

2017 Customer Experience 2016 Customer Centricity 59

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. Customers want you to know them.

2018 141

2018 Customer Experience Competitive Advantage 2017 141

Confirmit

SEPTEMBER 4, 2017

It’s less than a month until the fifth annual CX Day , organized by the Customer Experience Professionals Association (CXPA). Once again, Confirmit is delighted to be a sponsor of what has become a real highlight of the Customer Experience calendar.

2017 40

2017 Consulting Customer Experience Professionals Culture 40

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 65

Customer Experience 2018 2017 Customer Experience Professionals 65

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 2012 Customer Experience Professionals 2017 49

CX Journey

JULY 5, 2018

It appeared on their blog on December 14, 2017. Customer experience professionals know that, in order to deliver a great experience, companies must listen to customers, link customer feedback to transactional (and other) data, and act on what they hear.

2017 47

2017 Customer Experience Professionals Metrics Presentation 47

Kerry Bodine

SEPTEMBER 27, 2017

But there is a solution, and it harkens back to Gilmore and Pine: Organizations need to invest in marketing that’s actually a bona fide and valuable experience. Here are three brands getting this right in 2017: Netflix. What experience do we love more than immersing ourselves in a captivating drama or sci fi adventure?

Marketing 54

Marketing 2007 2017 2012 54

CX Journey

MARCH 13, 2018

It appeared on their blog on December 6, 2017. The good news is, more and more company leaders are starting to get that they need to focus on the customer experience; the bad news is, many – most – are still struggling with the concept , choosing instead to focus on sales, metrics, and maximizing shareholder value.

2005 69

2005 Customer Centricity Customer Experience Professionals Reference 69

ClearAction

OCTOBER 2, 2017

Customer Experience Professionals’ Essential Toolkit optimizecx. Customer experience tools are just as important to success as a carpenter’s tools are. Likewise, customer experience professionals need to master basic customer experience tools to get the job done.

Customer Experience Professionals 78

Customer Experience Professionals Customer Experience Customer Journey Mapping Presentation 78

Alida

SEPTEMBER 22, 2016

Mike Thiede, customer experience consultant at Alliant Energy, agreed, saying that continuous engagement is required to ensure your customer personas reflect changes in preference and taste. RELATED STORIES: Finding power in feedback: How Alliant Energy drives award-winning customer experience [blog post].

2016 267

2016 Innovation Marketing Insights 267

Lumoa

OCTOBER 31, 2018

Our guests have multiple years of experience in managing and consulting customer experience management in global companies and now lead their own businesses helping companies make customers happier. Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution.

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

ijgolding

DECEMBER 19, 2016

It never gives me any pleasure to write about these things, yet I do in the hope that the organisations concerned (and others) learn from the experiences I share. I very much hope that senior leaders from Sky (British satellite broadcasting, on-demand internet streaming media, broadband and telephone services company) read this blog!

Feedback 73

Feedback 2015 Customers 2017 73

CX Journey

OCTOBER 18, 2017

It was published on t heir blog on April 24, 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.

Customer Experience 45

Customer Experience Communication 2017 Brands 45

SurveySensum

JULY 14, 2020

Adam Toporek is an internationally-recognized Customer Experience Expert, Keynote Speaker, and Customer Service Trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. LinkedIn : [link]. Website : [link]. LinkedIn : [link]. Website : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Storyminers

JULY 6, 2020

A third-generation entrepreneur with extensive experience in retail, wholesale, franchising, and small business, Adam understands the impact that customer experience can have on the bottom line. He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. Annette Franz.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

A third-generation entrepreneur with extensive experience in retail, wholesale, franchising, and small business, Adam understands the impact that customer experience can have on the bottom line. He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. Annette Franz.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

ClearAction

OCTOBER 1, 2018

A loud warning siren can be heard in study after study showing customers’ and managers’ perceptions to be static over time and lower than desired overall. For example, the 2017 and 2018 Forrester Customer Experience Index TM reveals no companies exceeding 72 on a 100-point scale and very little change in any industry.

Customer Experience 63

Customer Experience 2017 ROI 2018 63

Bold360

NOVEMBER 21, 2016

What exactly are the takeaways making the biggest impact on customer experience initiatives as companies look to 2017, and how can CX pros and business leaders move their companies forward in the digital, always-on, always-connected, omni-channel landscape? Meet Our Panel of Customer Experience Pros: Daisy Jing.

2016 111

2016 2017 Customer Experience Social Media 111

Pointillist

APRIL 17, 2019

Customer Data Platforms (CDPs) The hype around Customer Data Platforms (CDPs) is at an all-time high. According to Gartner, client inquiries on CDPs doubled between the first half of 2017 and the first half of 2018. What are Customer Data Platforms? By some estimates, there are more than 80 vendors claiming to offer CDPs.

Customer Journey Mapping 51

Customer Journey Mapping Customer Journey Touchpoint Multi-Channel 51

Pointillist

MAY 23, 2018

More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. By Steve Offsey. email, SMS, outbound call) when they reached a defined point in their journey.

Customer Journey 90

Customer Journey Customer Journey Mapping Touchpoint Multi-Channel 90

ShepHyken

DECEMBER 15, 2017

Keith is a customer experience professional with a passion for helping companies prosper by putting customers at the center of their business to deliver winning customer experiences. Read Shep’s latest Forbes Article: Top Ten Business Books For 2017.

Blog 120

Blog Customer Centricity Feedback 2017 120