Tricia Morris

DECEMBER 18, 2015

Jeanne Bliss: Chief Customer Officer Author and CXPA Co-founder. Sumair Dutta: The Service Council Chief Customer Officer and Former Aberdeen Customer Experience Analyst. Annette Franz: Certified Customer Experience Professional, CX Journey Author and CXPA Board Member.

2016 72

2016 Chief Customer Officer Customer Service 2015 72

Heart of the Customer

NOVEMBER 12, 2019

Successful customer journey maps drive customer-focused change like improving customer experience, developing a new way to deliver value to customers, or reducing the cost to serve current customers. The reason? The reason? A lack of action […].

Customer Journey Mapping 114

Customer Journey Mapping Customer Journey 2016 Customer Experience Professionals 114

ijgolding

FEBRUARY 20, 2017

The question was as follows: What value has our business experienced as a result of all the Customer Experience (CX) work that has been done? Only recently I wrote about an experience a friend of mine was (and still is) having with BT – it was the perfect example of the RANDOM or UNINTENTIONAL Customer Experience.

Customer Experience 83

Customer Experience Poor Customer Service 2016 Financial 83

ijgolding

JANUARY 24, 2017

From the first time I arrived in Abu Dhabi in 2012, to the my most recent trip to Dubai last week, it has always been clear that the region has a strong desire to satisfy – and often wow – the customer. As a customer, there is so much to be impressed by – whether you be in the United Arab Emirates, Oman, Qatar or Saudi Arabia.

Customer Experience 62

Customer Experience 2016 2012 Transportation 62

ijgolding

OCTOBER 3, 2016

As I continue to develop my Customer Experience Specialism around the globe, a number of questions are continually raised by the people I meet. How many customer segments should we have? Should we have a Chief Customer Officer. Customer journey maps of all shapes and sizes are adorning many a conference room wall.

Customer Centricity 105

Customer Centricity Customer Experience Chief Customer Officer Customer Journey 105

CX Journey

MAY 24, 2017

It appeared on their blog on August 29, 2016. Quite simply: without employees, you have no customer experience. The linkage between employee engagement and experience and the customer experience has been proven. But what tools do we give to employees to prepare them to deliver a great customer experience?

Engagement 61

Engagement Customer Experience Customer Journey Mapping 2016 61

ijgolding

NOVEMBER 29, 2016

So what on earth has this got to do with the subject of Customer Experience?! If you have not yet guessed, the Hokey Cokey has actually become the perfect analogy for the way organisations around the world are attempting to put Customer Experience at the forefront of their strategic thinking.

Customer Experience 88

Customer Experience Customer Centricity 2011 2016 88