CX Journey

NOVEMBER 9, 2016

This week marks five years since I started blogging at CX Journey. I started the blog as a way to share what I've learned over the last 25+ years, and I can honestly say that, through this process over, I've learned so much more. CX Journey™ turns 5! It's been an amazing journey so far! Thank you for caring.

Customer Experience Professionals 66

Customer Experience Professionals B2B Blog Culture 66

GetFeedback

AUGUST 14, 2019

CSAT can provide a lot of insights around how well your brand met expectations at these key parts of the customer journey. This type of specific interaction is often measured and included in Customer Experience Management. Learn how GetFeedback can help you exceed customers’ expectations— start your free trial today.

Metrics 273

Metrics Customer Journey Mapping Customer Satisfaction Net Promoter Score 273

CX Journey

OCTOBER 27, 2015

Pundits and experts alike say that customer experience is everyone's job. If you google "customer experience is everyone's job" and "customer service is everyone's job," you'll find endless articles, blogs, and webinars with that very title. Technically, it is everyone's job. How can that be?

Customer Experience 80

Customer Experience Customer Experience Professionals Call Center Consulting 80

Customer Guru

AUGUST 21, 2018

The CXPA Board of Directors member has expertise in ’embedding customer experience DNA in company culture’ – she has successfully led company-wide customer experience at Applied Materials. One of her most notable research works was Forrester’s Customer Experience Management Maturity Model.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

Forrester

APRIL 25, 2016

In my previous blog , I discussed why customer experience is important and what are the indicators that your organization needs to transform itself and its customer experience. Or is the challenge to repair critical customer journeys and better orchestrate customer experience management across functions?

Customer Experience 75

Customer Experience Customer Experience Professionals Consulting Blog 75

Clarabridge

MARCH 1, 2017

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. Deep dives into the nuts and bolts of running a customer experience program effectively.

2017 49

2017 Workshop Events Customer Experience Professionals 49

PeopleMetrics

DECEMBER 27, 2019

No matter how talented you are as a customer experience professional , you need a team to create a world-class VoC program. In this blog post, we are focusing on the internal help you will need. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

CEM 82

CEM 2001 Telecommunications Customer Experience Professionals 82

Clarabridge

MARCH 1, 2017

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. Deep dives into the nuts and bolts of running a customer experience program effectively.

2017 40

2017 Workshop Events Customer Experience Professionals 40

Clarabridge

MARCH 1, 2017

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. Deep dives into the nuts and bolts of running a customer experience program effectively.

2017 40

2017 Workshop Events Customer Experience Professionals 40

Ian Williams

JUNE 25, 2019

In the previous blog, we spoke about the fact that the real benefit of Customer Journey Mapping comes from the pain points, the moments of truth, the wow opportunities and commercial opportunities generated by the exercise, and that these elements can potentially form the basis of transformation activity across the organisation.

Customer Journey Mapping 40

Customer Journey Mapping Customer Experience Customer Journey Customer Experience Professionals 40

Amity

APRIL 25, 2016

Alex helps VC-Funded startups and F100 companies optimize, leverage and accelerate their Customer Success teams. The Glide Consulting Blog. Every Thursday he publishes a new blog post about his wins, fails and lessons learned along the way. The Groove Blog. VP of Customer Success and Business Operations - Gainsight.

Customer Success 96

Customer Success Chief Customer Officer Consulting Blog 96

Eptica

NOVEMBER 6, 2019

Leveraging only part of a Customer Experience Management tool We’ve come a long way from the first customer feedback tools. A suggestion box is cute, but a robust and intelligent customer experience platform is so much better! Share this page on: Tweet.

Leadership 77

Leadership Net Promoter Score Contact Center 2019 77

PeopleMetrics

MAY 30, 2015

In customer experience management , those challenges can threaten how we relate to customers as people. We’re trying to help our customers. Customers are people, with needs to satisfy and problems to solve. As customer experience professionals , our job is to help them, so they’ll come back again.

Customer Experience 120

Customer Experience Net Promoter Score Customer Journey Mapping Customer Journey 120

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

PeopleMetrics

AUGUST 27, 2015

For tips on how you can improve the prospect experience, click on the image below. The resource is insightful for customer experience professionals and sales leaders alike. Also, make sure to subscribe to our blog, if you haven’t already, for email alerts when we publish new posts. We'd be happy to chat.

B2B 111

B2B Customer Experience Sales Customer Experience Professionals 111

Beyond Philosophy

OCTOBER 28, 2021

By considering that different customers are having those experience s , the movement will be better off. . Carbone thinks the future lies in moving to a new level of Customer Experience management. Another answer for saving Customer Experience is embracing the latest iteration, Customer Science.

Customer Experience 97

Customer Experience Net Promoter Score Insurance Leadership 97

ClearAction

OCTOBER 4, 2015

How to Make Customer Experience Strategy Integral to Corporate Strategy. Is customer experience management in your company (a) a subset of corporate strategy, (b) unrelated to corporate strategy, or (c) a determinant of corporate strategy? The money comes from customers. Customer Experience Jenga.

Customer Experience 118

Customer Experience White Paper ROI Financial 118

Beyond Philosophy

OCTOBER 6, 2014

This is the first in a series of blogs where we are looking at each of the nine areas of the Customer Experience. This post is part of the Customer Experience Professionals Association’s Blog Carnival “Celebrating Customer Experience.” – See more, here.

Customer Experience 60

Customer Experience Net Promoter Score Customer Centricity Books 60

Beyond Philosophy

OCTOBER 6, 2014

This is the first in a series of blogs where we are looking at each of the nine areas of the Customer Experience. This post is part of the Customer Experience Professionals Association’s Blog Carnival “Celebrating Customer Experience.” – See more, here.

Customer Experience 60

Customer Experience Net Promoter Score Customer Centricity Books 60

Wootric

FEBRUARY 14, 2019

These authors, speakers, thought-leaders and dedicated customer experience professionals have all helped contribute to the widespread adoption of CX, not just as a strategy, but as a higher goal. Why we love Angus: He’s the Customer Experience Manager at Sendoso and prides himself in “helping people connect the old fashion way.”

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

Horizon CX

SEPTEMBER 30, 2013

I’m reflecting and writing this latest blog on the eve of the very first Customer Experience Day (CX Day) declared so by the Customer Experience Professionals Association (CXPA) as the first Tuesday in October from this point forward.

CEM 55

CEM Customer Experience 2007 2011 55

Qualtrics

MARCH 29, 2019

Three Quick Blog Posts. Also, we developed a three-part blog series for Qualtrics.com that goes a little deeper into the basics of Section 280. Part one explains how Section 280 represents the opening of the next frontier in government customer experience. Here’s a link to that replay. Want expert help? CONTACT US.

Government 36

Government Customer Experience Webinar Customer Experience Professionals 36

Qualtrics

JULY 18, 2019

Collecting feedback from customers and employees is more important now than ever before. And, as we shared in this recent blog post, there are more ways than ever before to do it. We love what Qualtrics’ Diana Kaemingk wrote in this blog about how to acknowledge and respond to online feedback. You have to take action.

Feedback 49

Feedback Government Magazine Airlines 49

Lumoa

OCTOBER 31, 2018

Our guests have multiple years of experience in managing and consulting customer experience management in global companies and now lead their own businesses helping companies make customers happier. Customers want you to know them. Bell, Customer Loyalty Keynote Speaker, Trainer, Author.

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

CX Journey

OCTOBER 7, 2014

The map is created from the customer''s viewpoint, not yours. But it is the backbone of your customer experience management efforts. The journey map looks at each and every step a customer takes in order to achieve some task, i.e., calling support, ordering a product, etc., with the company.

Customer Journey Mapping 65

Customer Journey Mapping Touchpoint Customer Journey Voice of Customer 65

Lumoa

JANUARY 19, 2023

Project management, to ensure that projects are well organized, completed on time and meet key metrics. Communication and problem-solving, to promote the team initiatives and manage change within the organization. Here’s an example of how a startup’s customer experience department might be structured.

Customer Experience 94

Customer Experience Net Promoter Score Metrics NPS 94

Qualtrics

MARCH 19, 2019

Shadow IT makes it easier for hackers to steal your agency’s data, as explained by Qualtrics’ head of security operations in this blog post. Qualtrics is designed to help you take control of the security implications of collecting customer feedback. Governance: get control, improve data quality. Watch the data security webinar.

Feedback 22

Feedback Government Webinar Customers 22

Bob Hayes

MARCH 21, 2016

These "ultimate criteria", often housed in company dashboards and tracked over time, help guide executives' decisions on ways to improve the quality of the customer relationship. One unstated assumption we make as customer experience professionals is that customers' attitudes are amendable to change.

Metrics 47

Metrics Customer Satisfaction B2B Customer Relationships 47

SurveySensum

JULY 14, 2020

Adam Toporek is an internationally-recognized Customer Experience Expert, Keynote Speaker, and Customer Service Trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. LinkedIn : [link]. Website : [link]. LinkedIn : [link]. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

SmartKarrot

FEBRUARY 15, 2022

Adam Toporek is a globally-recognized keynote speaker on customer experience. He is known for his ability to help firms reimagine their customer care. He is the owner of CTS Service Solutions, a customer experience firm that grew out of his blog ‘Customers That Stick.’ Adrian Swinscoe. Annette Franz.

2022 10

2022 Customer Service Social Media Customer Centricity 10

Storyminers

JULY 6, 2020

A third-generation entrepreneur with extensive experience in retail, wholesale, franchising, and small business, Adam understands the impact that customer experience can have on the bottom line. He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. Annette Franz.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

A third-generation entrepreneur with extensive experience in retail, wholesale, franchising, and small business, Adam understands the impact that customer experience can have on the bottom line. He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. Annette Franz.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Pointillist

APRIL 26, 2018

Barriers to Creating a Single Customer View. As per a Harvard Business Review Analytic Services study of more than 400 customer experience executives, one of the top challenges of customer experience management is achieving a single customer view. Why do most companies struggle in this endeavor?

Customer Experience 72

Customer Experience Events Touchpoint Customer Journey 72

ijgolding

AUGUST 2, 2017

The owner, whether they realise it or not, is in the experience business, and stands to gain a lot from listening to what people are saying and improving their offering. As ever we’d love to hear your thoughts on this blog, or your experiences in general. Please get in touch.

Social Media 14

Social Media Feedback Consulting Customer Experience Professionals 14

Lumoa

APRIL 24, 2018

Jeanne Bliss Customer Experience Practitioner & Pioneer, Keynote Speaker and Author. blog linkedin twitter Why? "I Companies need to employ multiple sources of information to tell the story of customers lives. Blake Morgan Customer Experience Futurist, Speaker and Author. blog linkedin twitter Why?

NPS 135

NPS Net Promoter Score Metrics Effort Score 135

ClearAction

OCTOBER 1, 2018

The future of customer experience (CX) is sure to be influenced by artificial intelligence, digitalization, the sharing economy, generational preferences, cross-pollinated expectations and much more. Only 10-20% of CX managers know how to facilitate action on VoC , according to Temkin’s Customer Experience Management Survey.

Customer Experience 63

Customer Experience 2017 ROI 2018 63

Bob Hayes

MARCH 2, 2015

The CSI is useful in helping businesses understand the health of their customer relationship. For the interested reader, details of the research on the CSI can be found in a series of blog posts ( here , here and here ). In a Word: The Customer Sentiment Index from Business Over Broadway. The slides appear below.

B2C 88

B2C Net Promoter Score B2B Measurement 88