ClearAction

DECEMBER 30, 2017

“Consider the potential career path and future role of each customer”, advised Tracie Scott, Symantec’s Director of Customer & Partner Insight & Measurement Architecture & Analytics.

Management 59

Management 2011 Customer Centricity Customers 59

CX Journey

MAY 3, 2016

The Customer Experience Professionals Association (CXPA) was established in 2011 to support and to advance the customer experience profession, to set standards for the profession, and to increase the visibility of these long-unsung heroes. Image courtesy of ccxp.org I originally wrote today's post for HappyOrNot.

Customer Experience 40

Customer Experience Customer Experience Professionals ROI 2011 40

Kustomer

SEPTEMBER 3, 2020

What is the right customer KPI in each of these different touch points doing your initial journey map as a hypothesis map. And then you build up your voice of customer engine. Stage two, voice of customer engine. Are we positioned to listen to our customers? Gabe Larsen: (02:36). Nate Brown: (02:37).

Marketing 52

Marketing Effort Score Metrics Loyalty 52

Qualtrics

FEBRUARY 20, 2019

From his influential thought leadership at Forrester, to founding the Customer Experience Professionals Association (CXPA) in 2011, it’s little wonder he’s known as the ‘Godfather of CX’. After that, I ran several parts of the research organization, including the financial services, CRM, eBusiness, and customer experience groups.

2002 30

2002 B2B Culture Events 30

Amity

MARCH 1, 2016

Over the last five years, how has your Customer Success Team grown with the culture and grown with you? When I started back in 2011, we weren’t called Customer Success Managers. Understanding where it is that our customers want to go with us is obviously super valuable information for our product team.

Customer Success 91

Customer Success Customers 2003 2011 91

SurveySensum

JULY 14, 2020

Ali Malik is a certified CX Professional (CCXP) and specialist in CX, Brands & Market Research, designing Metrics & Measurements, Mystery Shopping & Voice of Customer & Employees Programs. Ali Malik – CCXP, CX/EX/VOC/MS Specialist, Brands Strategist & Enabler, Author, Activist. LinkedIn : [link] /.

2020 132

2020 Customer Experience Magazine Consulting 132

Storyminers

JULY 6, 2020

Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. In December 2011, her book Ultimate Online Customer Service Guide: How to Connect with Your Customers to Sell More ranked #4 among “What Corporate America Is Reading.”

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. In December 2011, her book Ultimate Online Customer Service Guide: How to Connect with Your Customers to Sell More ranked #4 among “What Corporate America Is Reading.”

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Experience Matters

APRIL 7, 2015

The CxVE Awards were judged by five noted customer experience experts: Mila D’Antonio (Editor-in-Chief at 1to1 Media), Desirree Madison-Biggs (Customer Experience/NPS Programs Director at Airbnb.), This year’s crop of candidates was quite competitive.

2015 97

2015 Multi-Channel 2014 CEM 97