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. I discussed 5 key learnings of emotion, knowledge, commitment, governance and leadership.

2017 59

2017 Customer Experience 2016 Customer Centricity 59

Customer Bliss

JUNE 20, 2017

Jackie McAtee, Vice President of Marketing and Customer Experience for Mayfair Medical Imaging, and I discuss her path from hospitality and marketing to her hybrid role of both marketing and customer experience. That comes from experience. Episode overview. About Jackie. It’s in Dubai.).

Innovation 200

Innovation Healthcare Customer Experience Net Promoter Score 200

Oracle

MARCH 6, 2020

What’s more, Gartner also found that the top three emerging technologies expected to have the biggest impact on CX projects in the next three years include artificial intelligence (53%), virtual customer assistants and chatbots (39%), and omnichannel engagement solutions (37%). Interpreting digital body language.

Customer Experience 92

Customer Experience 2017 Omnichannel Customer Experience Professionals 92

Clarabridge

MARCH 1, 2017

Miami will be hotter than ever when C3 2017 begins in just two months. Clarabridge Customer Connections (“C3”) is the must-attend event for customer experience professionals. Discussions of case studies that show the strategic value of customer experience management. Lisa holds a B.A.

2017 49

2017 Workshop Events Customer Experience Professionals 49

Experience Matters

FEBRUARY 21, 2017

We just published a Temkin Group report, State of the CX Profession, 2017. This is the fifth year that we’ve examined the roles of CX professionals and the third year that we’ve done a compensation study.

2017 53

2017 Customer Experience Professionals Customer Experience Customers 53

Clarabridge

MARCH 1, 2017

Miami will be hotter than ever when C3 2017 begins in just two months. Clarabridge Customer Connections (“C3”) is the must-attend event for customer experience professionals. Discussions of case studies that show the strategic value of customer experience management. Lisa holds a B.A.

2017 40

2017 Workshop Events Customer Experience Professionals 40

Clarabridge

MARCH 1, 2017

Miami will be hotter than ever when C3 2017 begins in just two months. Clarabridge Customer Connections (“C3”) is the must-attend event for customer experience professionals. Discussions of case studies that show the strategic value of customer experience management. Lisa holds a B.A.

2017 40

2017 Workshop Events Customer Experience Professionals 40

Experience Investigators by 360Connext

SEPTEMBER 27, 2017

The way we create and deliver customer experiences is constantly evolving in this rapidly changing space. Keeping up with customer experience trends is now an essential part of running a successful business. Are you following these 5 critical customer experience trends? Customer Experience Teams Grow Up.

Net Promoter Score 244

Net Promoter Score 2017 Banking Metrics 244

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

Kerry Bodine

FEBRUARY 6, 2017

In 2017, brands shouldn’t be fumbling around to pull off a successful Super Bowl ad. Here are three lessons that marketers and customer experience professionals (and the advertising agencies they turn to for advice) still need to learn: Stress test your friggin website! Kudos to 84 Lumber for drawing such a large crowd.

2017 48

2017 Social Media Advertising 2015 48

ijgolding

DECEMBER 14, 2017

As we approach the end of another calendar year, it is always appropriate for bloggers, writers, thought leaders and professionals in general, to reflect on what has passed, as well as what is to come in the future. As a prolific writer on the subject of Customer Experience, I feel as though every article I publish is a reflection of sorts.

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

Alida

AUGUST 30, 2017

One must-see keynote comes from Rick Parrish, a principal Forrester analyst serving customer experience professionals. His presentation on the growing “reality gap” between the C-suite and their customers will challenge what you already know about CX.

2017 100

2017 ROI Innovation Customer Relationships 100

Experience Matters

SEPTEMBER 11, 2017

Temkin Group has labelled 2017 The Year of Purpose for customer experience. At noon ET, Temkin Group will host a free webinar, Everything You Need to Know About CX, But Were Afraid to Ask, that will provide a strong foundation on customer experience. Free research. Free research. Read More.

2017 48

2017 Webinar Download Customer Experience 48

ijgolding

JANUARY 24, 2017

Up until January 2016, when I had the honour of being a judge at the inaugural Gulf Customer Experience Awards , the volume of discussion about ‘service’ has been significant. Yet despite this, a demonstrable understanding and application of Customer Experience has not been as obvious.

Customer Experience 62

Customer Experience 2016 2012 Transportation 62

Kerry Bodine

JANUARY 4, 2017

I’m often asked about customer experience conferences: What’s out there? 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.

Events 48

Events CEM 2017 Chief Customer Officer 48

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

Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

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. But we also have our (ever-expanding!)

2017 40

2017 Consulting Customer Experience Professionals Culture 40

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

Customer Guru

MARCH 1, 2018

At Customer Guru, we firmly believe that the only way more Indian businesses can become sustainable and globally competitive is by focusing on Customer Experience (CX). Thus, we are dedicated to spreading this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

Customer Centricity 94

Customer Centricity Customer Experience Professionals Metrics 2017 94

Sampson Lee

FEBRUARY 28, 2017

In How Many Customer Experience Professionals Will Survive 2017?, it is stated that “Two trends were found to be particularly similar: of the CX practitioners who said their focus was to encourage their companies to make large investments in CX, only 51% had survived in their role beyond year-2.

2017 57

2017 Customer Experience Professionals Customer Experience Customers 57

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. Employees are critical in the customer experience equation.

Customer Experience 45

Customer Experience Communication 2017 Brands 45

Customer Guru

MARCH 1, 2018

At Customer Guru, we firmly believe that the only way more Indian businesses can become sustainable and globally competitive is by focusing on Customer Experience (CX). Thus, we are dedicated towards spreading this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

Customer Centricity 79

Customer Centricity Customer Experience Professionals Metrics 2017 79

CX Journey

MARCH 14, 2017

Image courtesy of aliceheiman No customer experience budget? I recently read an article on MyCustomer about a study that Ovum and BoldChat conducted in which they found that many companies don't have the necessary budget to improve the customer experience. Everything you do is (for the) customer experience.

Customer Experience Professionals 59

Customer Experience Professionals Innovation 2017 Technology 59

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

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

Customer Guru

MARCH 7, 2018

Maneesha Pednekar is currently working as the Director – Quality for Atos in India and drives initiatives on Quality & Customer Experience. She is a Certified Customer Experience Professional from the CXPA (US). Especially, driving Quality and Customer Experience initiatives is very close to my heart.

Customer Centricity 60

Customer Centricity Customer Experience Professionals Metrics Consulting 60

Alida

SEPTEMBER 22, 2016

Earlier this week, more than 400 professionals in marketing, customer experience, innovation and research gathered in Chicago for the 2016 Customer Intelligence Summit. The two-day annual conference featured keynotes and presentations by some of the world’s leading customer-centric brands.

2016 267

2016 Innovation Marketing Insights 267

Confirmit

JUNE 3, 2018

Customer Experience professionals rely on customer feedback management (CFM) platforms to support their need to capture, analyze, share and take action on insights identified through customer feedback. ” Voice of the Customer Voice of the Employee Market Research Featured Analyst Insight.

Feedback 40

Feedback Management 2017 Customer Experience Professionals 40

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

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

Confirmit

OCTOBER 2, 2017

These awards, “Achievement in Customer Excellence”, were founded in 2005 and the quality of the submissions has improved every year since then, with 2017 being no exception. So, for CX Day this year, we’re delighted to launch the 2017 ACE Awards Winners’ Showcase ! Voice of the Customer Company.

2005 40

2005 2017 Insurance Books 40

Confirmit

OCTOBER 2, 2017

These awards, “Achievement in Customer Excellence”, were founded in 2005 and the quality of the submissions has improved every year since then, with 2017 being no exception. So, for CX Day this year, we’re delighted to launch the 2017 ACE Awards Winners’ Showcase ! Voice of the Customer Best Practices.

2005 40

2005 2017 Insurance Books 40

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

Confirmit

MAY 3, 2017

Customer Experience professionals rely on customer feedback management (CFM) platforms to support their need to capture, analyze, share and take action on insights identified through customer feedback. ” Voice of the Customer Voice of the Employee Market Research Analyst Insight.

Feedback 40

Feedback Management 2017 Customer Experience Professionals 40

Comm100

MARCH 8, 2017

From helpful articles and videos, to truisms about the industry, Shep Hyken’s Twitter game is as strong as ever in 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.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0