Airlines Culture Customer Experience Professionals Leadership 
CX Journey
MARCH 12, 2015
As companies focus inward to understand how to achieve their customer experience goals, the term “engagement” is often used interchangeably with “culture.” The two terms are related, and they’re both elements of customer experience improvement. Prompts might include: “We know who is responsible for the customer.”
Experience Investigators by 360Connext
JUNE 1, 2017
It’s only been in the last decade that we’ve seen any companies take the time to proactively think about a customer’s journey, and only within the last 5 years or so we’ve seen a steady expansion of those with “experience” or “customer” in their titles at the upper tiers of management.
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Beyond Philosophy
DECEMBER 10, 2021
The organizations that enrich customers’ lives, solve their problems and put smiles on customers’ faces succeed. The Role of Leadership in NPS. Leadership is another integral part of the NPS success. Bad profits are also when an airline charges you $200 to change a ticket for a flight six months out.
ijgolding
SEPTEMBER 21, 2015
That is why I also advise people that I am a Customer Experience ‘Specialist’ – not an ‘expert’ – as I believe that anyone who champions a profession should be continually developing their specialism. Continuous professional development never ends!! South West Airlines. British Airways.
ijgolding
FEBRUARY 13, 2018
The words customer-centric and silos do not sit happily in the same sentence. Silos harm culture and damage customer experiences. You get airport ground staff throwing baggage around like they’re trying out for the rugby world cup and undermining your hard-won reputation as the most customer-centric airline on the planet.
Qualtrics
JANUARY 2, 2019
All in all, 2018 was a pretty good year for federal agencies working to advance the customer agenda. It was packed with new learning events, new thought leadership, and the launch of government CX centers of excellence, for example. His 2018 book Customer Experience Culture in Government includes practical insights from those years.
ClearAction
MARCH 22, 2024
CX is a Team Sport: 2 Surprising Views Lynn Hunsaker CX is a Team Sport was the CX Day 1 theme in 2021, celebrating the 10th anniversary of the Customer Experience Professionals Association. Camaraderie within the Customer Service (or Success) department is another way CX is a Team Sport. ” Why? ” (silos!)
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