Experience Investigators by 360Connext

MARCH 24, 2015

I’m speaking at the Next Generation Customer Experience conference in San Diego this week, but today I got to be an attendee and participate in some great conversations about customer experience. There were sessions on co-creating with customers, social media, and customer journey mapping. Stay tuned!

Insights 236

Insights Customer Experience Customer Journey Mapping 2015 236

Bob Hayes

DECEMBER 29, 2014

I’ve counted the pageviews of each blog post for 2014 and present them here in my end-of-year summary. I was surprised that my blog post on the role of empathy in the customer experience received the most pageviews this year. blog posts for 2014 were: Got Empathy? : The top 10 B.O.B. They are interpreted by people.

2014 76

2014 Metrics Net Promoter Score Blog 76

Customer Bliss

MARCH 30, 2017

When I work with clients, I always set up a “customer room,” which is another way of thinking about customer experience labs. I’ve written about this idea a few times , including in Chief Customer Officer 2.0. And now, customer experience labs have come en vogue in the last couple of years.

Customer Experience 195

Customer Experience Banking Net Promoter Score Call Center 195

Customer Bliss

MAY 4, 2017

Tabitha Dunn is a perennial customer experience leader who developed her passion for this work on the fundamentals of process and quality at the master of the genre at the time, Xerox. In our conversation we discuss how specifically one goes about improving business to business customer experience. About Tabitha.

Leadership 160

Leadership Customer Experience Net Promoter Score B2B 160

Forrester

SEPTEMBER 29, 2014

There''s something extra cool about a brand that''s been around since 1864, and yet runs neck-and-neck with Amazon in our UK customer experience rankings. Translation: Great customer experience doesn''t have to mean high prices.). Q: When did John Lewis first begin focusing on customer experience?

Multi-Channel 99

Multi-Channel Customer Experience Retail 2014 99

ijgolding

SEPTEMBER 24, 2015

During these years of producing their Customer Experience Excellence Analysis, they have conducted over 1 million customer evaluations of more than 900 brands (across all sectors) – these facts alone suggest that the annual release of their research findings is essential reading for anyone with an interest in Customer Experience.

2015 87

2015 2014 Brands Customer Experience 87

Experience Investigators by 360Connext

OCTOBER 6, 2014

Customer experience is about so much more than call-center scripts or proper protocol around customer complaints. The best companies, the ones we know as customer experience leaders, adopt a customer focused view to everything. Silos make understanding the customer journey that much harder.

Customer Focused 275

Customer Focused Call Center 2014 Social Media 275

CX University

OCTOBER 12, 2021

PHILADELPHIA, PA – October 12, 2021 – The Customer Experience Professionals Association (CXPA) updated their professional certification exam (CCXP) on October 5, 2021 and CX University’s (CXU) online courses are congruent with the new exam content domains.

Definition 98

Definition 2021 2014 ROI 98

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. This is why it is critical we do not confuse digital evolution with Customer Experience.

2017 63

2017 Customer Experience Customer Experience Professionals 2027 63

ijgolding

JANUARY 15, 2016

However…there is usually one of those…there are still A LOT of people who DO NOT recognise Customer Experience – either as something of significant importance to business strategy OR as a profession at all. The Confused’ – increasingly, I am coming across organisations that are just confused by Customer Experience.

Customer Experience 56

Customer Experience Customer Experience Professionals Customer Centricity 2016 56

ijgolding

MARCH 31, 2017

In fact, one of my most read posts is a review I conducted in 2014, comparing the airlines Emirates and Etihad. So when my friend and fellow CCXP (Certified Customer Experience Professional), Mike Bartlett sent me his own story comparing Delta and Virgin, I felt that others needed to read it too! CONCLUSIONS.

Customer Experience 65

Customer Experience Airlines Travel Customer Experience Professionals 65

Forrester

OCTOBER 15, 2014

And that''s especially true for analysts who cover customer experience because all too often CX professionals don''t track - or won''t share - their results. Q: How do you measure the success of your customer experience improvement efforts (e.g., higher customer satisfaction, increased revenue, lower costs)?

Customer Experience 88

Customer Experience ROI 2014 Customer Experience Professionals 88

Forrester

OCTOBER 10, 2014

Here''s an objection I sometimes hear when I talk to people about how improving customer experience can boost business performance: "Sure, it sounds great for glam industries like automotive or fashion. to speak at Forrester''s Forum for Customer Experience Professionals EMEA in London on November 17 and 18, 2014.

2009 87

2009 Customer Experience Automotive Magazine 87

Customer Guru

MARCH 7, 2018

Devika Vittal is the Director of Customer Experience at UAE Exchange. She is a seasoned customer experience professional with a demonstrated history of working in the financial services industry. Her expertise in this space helped UAE Exchange win two Customer Experience Benchmarking Index Awards for 2014.

Customer Experience 60

Customer Experience Customer Centricity Leadership Innovation 60

CX Journey

AUGUST 16, 2017

It's been a year or more since I've written about the ROI of customer experience. Always good to revisit this topic because it is such a hot one for customer experience professionals. The net-net of it all: we know that it's important to invest in customer experience, today more than ever.

Customer Experience 56

Customer Experience ROI 2016 Insurance 56

Experience Matters

DECEMBER 18, 2014

I wrote this POST for the Customer Experience Professionals Association (CXPA) blog , but decided to also post it here because it’s an important message for all CX Professionals… As 2014 comes to an end, it’s a great time to reflect on where the CXPA is at in its evolution. Customer experience'

2015 106

2015 2011 Customer Experience Professionals 2014 106

Experience Matters

MAY 12, 2015

Here’s the executive summary: For the sixth straight year, Temkin Group surveyed nearly 200 large companies to evaluate the state of their Customer Experience (CX) management. Companies have also achieved the best scores we’ve seen for two of our four core competencies, Employee Engagement and Customer Connectedness.

2015 106

2015 Customer Connectedness Management 2014 106

Customers That Stick

OCTOBER 6, 2014

CX Day is dedicated to celebrating customer experience and professionals who work in the customer experience field. CX Day is held on the first Tuesday of October, so this year it is being celebrated tomorrow, October 7, 2014. Communication: A Pillar of Customer Experience Success (Twitter conversation).

2014 123

2014 Events Webinar Customer Experience Professionals 123

ijgolding

OCTOBER 24, 2014

October 2014 was not the best day to be a shareholder of two of the world’s retail giants. I wrote about the ‘Bursting of the Tesco bubble’ in July 2014. Amazon is about long term relationships – with customers, employees and shareholders. The returns will come in time.

2014 116

2014 Retail Financial Customer Retention 116

PeopleMetrics

MAY 4, 2017

Over 150 customer experience professionals completed a PeopleMetrics online assessment about the presence, or absence, of customer-centric practices in their organizations. However, one exception to this stagnation in activities exists: the practice of customer journey mapping. mark or memory. We'll see you then.

Customer Journey Mapping 91

Customer Journey Mapping Customer Journey Banking Chief Customer Officer 91

Bob Hayes

MARCH 28, 2015

The Hottest Skill on LinkedIn in 2014: Statistical Analysis and Data Mining. LinkedIn found that statistical analysis and data mining was the hottest skill in 2014 (see Figure 1). In a recent study , I found that customer experience professionals had difficulty estimating size of customer segments based on customer survey metrics.

2014 111

2014 2004 2009 2012 111

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!

2020 132

2020 Customer Experience Magazine Consulting 132

Customer Interactions

JULY 7, 2015

For customer experience professionals, the saying should be, “never presume to understand a customer until you’ve walked a mile in their shoes.” This week’s CX Buzz of the Week is all about customer journey mapping. It’s not enough to ask customers a few questions or make an educated guess about what they want.

2014 28

2014 Customer Journey Mapping Customer Experience Professionals Customer Journey 28

Smith+co CX

MARCH 20, 2014

A bit like customer experience really. When we think about customer experience, we classically think about the linear or circular journey. The key to success in the quantum customer j ourney is being where the customer needs us to be at any moment in time. copyright Smith+Co 2014. See more.'

Multi-Channel 51

Multi-Channel Customer Experience Hotels Customer Journey 51

CX Journey

MAY 12, 2016

Know the difference, especially when customer experience professionals talk about the importance of empathy to the customer experience. In 2014, Bruce Temkin noted that empathy would be the CX word of the year. Your customer experience has reached the low of lows when it gets to that point.

2014 40

2014 Definition 2016 Insurance 40

CX Journey

JANUARY 27, 2015

Image courtesy of cgrantham Today''s post is a modified version of a post I originally wrote for Confirmit in September 2014. We often hear customer experience professionals talk about the fact that there''s a great emphasis to - and a greater return if we - focus our efforts on the customer experience for B2C companies.

B2C 64

B2C B2B 2014 Voice of Customer 64

Strativity

AUGUST 5, 2014

Strativity Group is pleased to announce our September 16, 2014 webcast, Next Generation Customer Journey Mapping, featuring Bruce Temkin, a world authority on customer experience, with Lior Arussy, president of Strativity Group. Customer journey mapping is a critical step in customer experience transformation.

Customer Journey Mapping 40

Customer Journey Mapping Customer Journey 2014 Customer Centricity 40

ijgolding

NOVEMBER 28, 2014

Some would argue that United were just plain unlucky to encounter someone like Dave Carroll – it is not every customer who will go to the lengths of writing a song about their poor experience. They know a bit about the world of Customer Experience! I think millions of UK citizens will join this conversation soon.

2012 127

2012 Social Media 2014 Airlines 127

Comm100

MARCH 8, 2017

Kate Nasser, otherwise known as the People Skills Coach™, offers anyone who happens upon her Twitter page a wealth of knowledge on topics such as how to increase your impact and how to create positive customer experiences. She is an expert on customer-centric leadership, and an active tweeter. Flavio Martins. flavmartins.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

Bob Hayes

MARCH 21, 2016

These "ultimate criteria", often housed in company dashboards and tracked over time, help guide executives' decisions on ways to improve the quality of the customer relationship. One unstated assumption we make as customer experience professionals is that customers' attitudes are amendable to change.

Metrics 47

Metrics Customer Satisfaction B2B Customer Relationships 47

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 Service 59

Customer Service Customer Experience Magazine Books 59

ijgolding

SEPTEMBER 30, 2014

If you follow me on Twitter, it would not have escaped your notice that last week played host to the 2014 UK Customer Experience Awards. The 2014 awards did not disappoint. I wondered what my key learning’s for 2014 would be. It is three-quarters of a mile long!!)

2014 102

2014 Customer Experience 2010 2015 102

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 Service 52

Customer Service Customer Experience Magazine Books 52

Strativity

JULY 16, 2014

Hackensack, NJ (PRWEB) July 16, 2014. Strativity Group’s next Customer Experience Management (CEM) Certification program will be held in Orlando, FL., October 21-23, 2014. To register for the Orlando, FL program, October 21-23 2014, visit this link. Mapping and prioritizing the customer journey.

2014 40

2014 Customer Experience Management CEM Customer Experience 40

ijgolding

SEPTEMBER 29, 2015

However, for one group of Professionals in the UK, September now offers a completely different and more exciting prospect. September is the month where Customer Experience in the UK is celebrated – and celebrated in style. The 2015 UK Customer Experience Awards was a HUGE event. This year did not disappoint.

2015 104

2015 Customer Experience Customer Experience Professionals 2011 104

Horizon CX

DECEMBER 31, 2018

Year-end has always been a time for personal reflection for me and as 2018 ends in just a few hours, I am inspired to share the following thoughts around Customer Experience both in reflection of the year just about to end and the one just about to begin. With that in mind, I offer the following observations and insights.

Chief Customer Officer 40

Chief Customer Officer 2019 Customer Journey Mapping NPS 40

Michel Falcon Experience

OCTOBER 21, 2015

If you want your customers to truly become loyal to your service or product then your customer experience needs a strategy. It’s common for me to open my keynote speaking engagements by asking the audience two questions, so I can gain context around where they are at in their customer experience development plans.

Customer Experience 68

Customer Experience Net Promoter Score Events NPS 68