Kerry Bodine

JUNE 20, 2015

I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals. Customer Success Association’s Customer SuccessCon Europe.

Events 97

Events 2015 2016 CEM 97

SuiteCX

JANUARY 2, 2017

As 2016 rapidly draws to a close, Customer Experience continues to be a “hot topic” on everyone’s agenda, but companies are having trouble making progress. The primary disconnects are how Customer Experience professionals present and communicate Customer Experience to the C Suite.

2016 40

2016 Customer Journey Mapping Customer Insights Customer Satisfaction 40

SuiteCX

JANUARY 2, 2017

As 2016 rapidly draws to a close, Customer Experience continues to be a “hot topic” on everyone’s agenda, but companies are having trouble making progress. The primary disconnects are how Customer Experience professionals present and communicate Customer Experience to the C Suite.

2016 40

2016 Customer Journey Mapping Customer Insights Customer Satisfaction 40

Alida

MARCH 10, 2017

In fact, customer needs should come before the demands of shareholders. Twitter, according to Solis, demonstrates what happens when you ignore customers. Instead, in 2016, the company launched live-streaming and “Moments” —features that were low on users’ wish lists. Twitter lost its way and CX suffered,” says Solis.

Customer Experience 196

Customer Experience Net Promoter Score Chief Customer Officer Customer Centricity 196

Tricia Morris

MARCH 14, 2016

Consider this: • 97% of global consumers say that customer service is very important or somewhat important in their choice of and loyalty to a brand. – Aspect Consumer Experience Survey. • 62% of global consumers have stopped doing business with a brand or organization due to a poor customer service experience.

2016 64

2016 Chief Customer Officer Poor Customer Service Customer Retention 64

Customer Bliss

JULY 4, 2017

Mark Slatin is the Director of Client Experience for Sandy Spring Bank. They won CX Innovation Awards in both 2015 and 2016, so he seemed like a great person to bring on and discuss what he’s doing with his team — and how/why. This helped them win the 2016 CX Innovation award. (I Episode Overview. About Mark.

Banking 143

Banking Leadership Net Promoter Score 2015 143

ijgolding

FEBRUARY 20, 2017

However (there is always one of those), Customer Experience Professionals all around the world, still seem to be fighting a justification battle – fending off attack from those who do not believe in the value of CX as a strategic priority, or from those who do not believe that any ongoing investment is required to sustain a focus on it.

Customer Experience 83

Customer Experience Poor Customer Service 2016 Financial 83

ijgolding

APRIL 5, 2016

There is no better way to bring to life what I am describing than the experience I had the pleasure of enjoying last week. Thursday 31st March 2016 was the day that saw the first ever European Members Insight Exchange of the Customer Experience Professionals Association (CXPA). It is really quite remarkable.

Customer Experience 74

Customer Experience Customer Experience Professionals 2016 2011 74

Kerry Bodine

JANUARY 4, 2017

I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals. Professional Associations. IXDA Interaction 17.

Events 48

Events CEM 2017 Chief Customer Officer 48

CX Journey

JANUARY 11, 2017

It appeared on their blog in August, 2016. I'm often asked about the future of customer experience: What does it look like? What are the latest tools to help companies improve the experience? This is where I think there is a real opportunity for customer experience professionals. Which tools?

2016 64

2016 Customer Experience Professionals Customers Customer Experience 64

COPC

MARCH 28, 2017

The 2016 Corporate Edition of the Customer Experience Management Benchmark (CXMB) Series was recently released at the Execs In The Know Customer Response Summit held in Las Vegas in February. The 86-page report developed by COPC Inc. A similar story also emerged for CSAT measurement.

Customer Experience 40

Customer Experience Social Media 2016 2012 40

ijgolding

JANUARY 4, 2017

When it comes to the world of Customer Experience, business people and Customer Experience Professionals all around the world will be thinking of and dreaming about, a more customer centric 2017. During 2016, I did at times feel like a stuck record (remember those!), Education, education, education!

2017 59

2017 Customer Experience 2016 Customer Centricity 59

ijgolding

NOVEMBER 24, 2015

In 2016, I am already scheduled to work in North America and the Middle East as well as continuing my efforts in Europe and Africa. In all cases, I have been asked to work with; talk to; teach; cajole; people from the C-suite to the front line; in understanding the importance of Customer Experience. I am not a politician.

Customer Experience 59

Customer Experience Customer Experience Professionals Airlines Consumers 59

CX Journey

JANUARY 2, 2019

Traditionally, customer experience professionals are thought to have no budget. Customer Experience and the Bottom Line Similar to measuring CX success, this post/topic is an ongoing conversation: How does customer experience impact the bottom line? Customer service is one of those interactions.

2018 37

2018 2005 2019 ROI 37

ijgolding

OCTOBER 3, 2016

If used correctly, Customer Personas are critical in ensuring that everyone in the organisation knows WHO the different types of customer are that interact with it; and what their needs, wants and challenges are. I am immensely proud to be part of a wonderful community of committed, passionate, driven professionals.

Customer Centricity 105

Customer Centricity Customer Experience Chief Customer Officer Customer Journey 105

SurveySensum

JULY 14, 2020

XM Scientist and Co-Founder at Effectly AB and experiasummit.com, Joakim Thörn is a subject-matter expert and a speaker who specializes in facilitating and helping clients expand their market presence through experience-based differentiation. Also, he is running the planning course of Emotive CX for Customer Interaction. .

2020 132

2020 Customer Experience Magazine Consulting 132

CX Journey

MAY 3, 2016

This is a modified version of that post, which appeared on their blog on March 30, 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.

Customer Experience 40

Customer Experience Customer Experience Professionals ROI 2011 40

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. Aimee Lucas is an experience management researcher, advisor, trainer, and speaker.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. Aimee Lucas is an experience management researcher, advisor, trainer, and speaker.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

ijgolding

NOVEMBER 29, 2016

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. Over the last twenty years, Customer Experience as a strategic way of working has steadily increased in prominence.

Customer Experience 88

Customer Experience Customer Centricity 2011 2016 88

SurveySparrow

OCTOBER 25, 2019

A research run by American Express found that around 60% of the customers wouldn’t mind paying more for a better customer experience. Customers demand every interaction to be the best experience they have with any company, so how can your organization enhance customer experience?

Customer Experience 77

Customer Experience Customer Journey Mapping Multi-Channel Net Promoter Score 77