Customer Bliss
APRIL 25, 2017
The United Airlines incident is eventually going to fade from public consciousness, but I wanted to try and address it a few times. As we all know, customer experience happens in the real world — it’s companies and organizations interacting with their customers. Episode Overview. The repercussions are real.
Think Customers
MARCH 21, 2023
The power of connectivity was on brilliant display this month in Salt Lake City, where approximately 10,000 customer experience professionals gathered to soak up inspiration and new ideas to deploy upon returning home. Improving the employee experience in this way ultimately enhances the customer experience as well.
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ReviewTrackers
MAY 8, 2017
Organized by the Customer Experience Professionals Association (CXPA), the 2017 Insight Exchange gathers over 300 CX professionals for world-class customer experience learning and networking. CXPA Insight Exchange. When: May 16 to 17, 2017. Where: Phoenix, AZ. Forrester CXNYC. When: June 20 to 21, 2017.
Horizon CX
OCTOBER 2, 2023
The Frontline Experience Gap – Competence, Supervision, and Data by Scott Gilbey “I help identify customer and employee experience gaps that adversely impact the frontline. Experience improves and so does P&L. An airline Gate Agent is asked by a passenger to check-in for a same-day, earlier flight.
CX Journey
MARCH 12, 2015
Organizational Culture: The “We” Point of View We like Herb Kelleher’s (former CEO of Southwest Airlines) definition of organizational culture: “Culture is what people do when no one is looking.” But both areas are essential for the customer experience professional and for organizational leadership.
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.
Storyminers
JULY 6, 2020
She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. He is an expert in transforming how employees work with customers through multiple digital marketing strategies.
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