Customer Guru

AUGUST 8, 2018

Customer experience (CX) is the relationship of a customer with a business at all touchpoints during the period of the customer journey. It is widely said that customer experience is the next battleground for organizations. Adam is a globally recognized expert on customer experience.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

CloudCherry

MARCH 8, 2019

To prove a point, this year on International Women’s Day, we want to acknowledge ‘the top 5 women CXOs’ who have inspired the world with their Customer Experience skills. She is the Founder and President of CustomerBliss, and the Co-Founder of The Customer Experience Professionals Association. Jeanne Bliss.

Chief Customer Officer 285

Chief Customer Officer 2006 Customer Experience Professionals Consulting 285

ijgolding

MARCH 27, 2018

In pledging to my campaign, five wonderful people were rewarded with an interview feature on my blog – what you are reading is the fourth of the five (you can read the first – an interview with James Dodkins – here ; the second with Chris Brown – here ; and the third with Kathy van de Laar – here ).

Customer Experience Professionals 59

Customer Experience Professionals Customer Experience Net Promoter Score Financial 59

ReviewTrackers

AUGUST 24, 2020

There is a vital shift happening in the business world: a growing class of savvy, empowered consumers are demanding more options, fairer prices, and better interactions across the entire customer journey. As a result, businesses across a wide range of industries are being compelled to adopt a more customer-centric approach.

Customer Experience 124

Customer Experience Multi-Channel Social Media Touchpoint 124

Brad Cleveland Blog

AUGUST 10, 2022

One of the most popular arrows in the quiver of a customer experience professional is the customer journey map. And for good reason…it’s a straightforward, effective way to visually depict a customer’s relationship with your organization.

Customer Journey Mapping 26

Customer Journey Mapping Customer Journey Customer Experience Professionals Customers 26

ijgolding

OCTOBER 6, 2014

This blog post is written to mark the second global Customer Experience Day on Tuesday 7th October 2014. Join thousands of CX Professionals all over the world in marking the significance of Customer Experience in our lives today! I cheer myself up by going back to the café and writing my weekly blog post.

Customer Experience Professionals 80

Customer Experience Professionals Workshop Customer Experience 2014 80

Pointillist

MAY 19, 2020

By Stephanie Ventura Customer experience is more important than ever in 2020. But what makes some organizations more effective than others at managing customer journeys, measuring outcomes and improving experiences? Additionally, many companies are now structuring their organization around customer journeys.

Customer Journey 94

Customer Journey Measurement 2020 Management 94

Customer Bliss

MARCH 30, 2017

When I work with clients, I always set up a “customer room,” which is another way of thinking about customer experience labs. I’ve written about this idea a few times , including in Chief Customer Officer 2.0. And now, customer experience labs have come en vogue in the last couple of years.

Customer Experience 195

Customer Experience Banking Net Promoter Score Call Center 195

Pointillist

JUNE 5, 2019

By Gary DeAsi It’s no surprise that customer experience is now a make-or-break factor for business success. But how do leading organizations optimize their customers’ journeys, improve customer experience and measure its impact on their business?

Customer Journey 89

Customer Journey Measurement Management NPS 89

Thematic

MARCH 5, 2019

As with any profession, customer experience is defined by a number of competencies, tools, techniques and methodologies that are recognised and practised by thousands of specialists around the world. There is no one way of doing anything when it comes to Customer Experience. A collage of customer journey maps.

Customer Journey 69

Customer Journey Customer Journey Mapping Management Customer Experience Professionals 69

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

Lumoa

DECEMBER 18, 2017

The topic of customer experience has been trending throughout this year. More and more companies put a customer at the centre of their business operations. Customer experience and engagement are already changing the way businesses work covering larger and larger industries. State of CX - where are we going?

Customer Experience 109

Customer Experience Net Promoter Score Customer Journey Mapping NPS 109

Pointillist

MAY 23, 2018

More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. Three Primary Capabilities of the Best Customer Journey Analytics Platforms.

Customer Journey 90

Customer Journey Customer Journey Mapping Touchpoint Multi-Channel 90

TechSee

AUGUST 14, 2023

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience and customer service. As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

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

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. John is an “Ex-Disney Guy” and Customer Experience Coach.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

Think Customers

OCTOBER 13, 2015

Big Data can provide marketers and customer experience professionals with a wealth of information about customers such as web pages they've visited, sentiments they've shared about brands on social media sites, and other information that can provide insights about customers' preferences, needs, and behaviors.

Customer Experience 81

Customer Experience Social Media Customer Experience Professionals Customer Care 81

SurveySparrow

JANUARY 28, 2020

SurveySparrow, the maker of widely celebrated online survey software , was recently fortunate enough to chat with Jim Tincher, one of the most respected voices in the Customer Experience (CX) industry as well as founder and Mapper-in-Chief at Heart of the Customer. So let’s jump in! Jim: You bet! I was horrified!

Customer Journey Mapping 52

Customer Journey Mapping Customer Journey Net Promoter Score Customers 52

PeopleMetrics

AUGUST 27, 2015

So even after the sale has long since been completed, maintaining a consistent B2B customer experience is no easy task. Custom work means specialized support and a variable number of employees, disciplines, and problems up in the air. Where to Start Your Customer Experience Improvement. We'd be happy to chat.

B2B 111

B2B Customer Experience Sales Customer Experience Professionals 111

ShepHyken

NOVEMBER 30, 2018

Making for a jointly admirable and problematic reality, the customer contact community often takes a lofty, wide-eyed approach to strategy and technology. Given the importance of competing on the customer experience, the idealistic approach is an encouraging sign. Task: Identify a “gap” in the customer experience journey.

Blog 95

Blog Omnichannel Average Handle Time Contact Center 95

GetFeedback

AUGUST 14, 2019

In customer experience (CX) terms, we often dismiss Customer Satisfaction Score (CSAT) measurement as too simple. Keeping customers satisfied is more than just a nice to have. Can CSAT improve customer experience? . Goal 1: Measure a purchase, transaction, support call or another specific experience point.

Metrics 273

Metrics Customer Journey Mapping Customer Satisfaction Net Promoter Score 273

Kerry Bodine

OCTOBER 5, 2015

In a recent post , I lamented how many companies today focus on business strategy first and customer experience strategy second. Everyone loves to talk about how Zappos.com delivers a great customer experience. Your company’s brand should be the guiding light for the type of customer experience you deliver.

Customer Experience 97

Customer Experience Customer Journey Mapping Workshop Customer Journey 97

Experience Investigators by 360Connext

OCTOBER 6, 2014

Customer experience is about so much more than call-center scripts or proper protocol around customer complaints. The best companies, the ones we know as customer experience leaders, adopt a customer focused view to everything. Silos make understanding the customer journey that much harder.

Customer Focused 275

Customer Focused Call Center 2014 Social Media 275

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

ijgolding

DECEMBER 30, 2014

As we approach the last 24 hours before the end of 2014, I feel it is time to reflect on the last twelve months in the world of Customer Experience. Twelve months is not a particularly long time in the context of a lifetime of experiences, yet it is remarkable what progress can be made in 365 days. JD Williams. Virgin Media.

2014 85

2014 2015 Customer Experience Customer Experience Professionals 85

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. As a result, the ways we measure, analyze and improve the experience are becoming more and more sophisticated.

Net Promoter Score 244

Net Promoter Score 2017 Banking Metrics 244

ijgolding

MAY 25, 2015

As people we never stop learning and being able to see, feel and touch Customer Experience in its many stages of evolution is an amazing honour. The research examines how, why and when customer experience (CX) failures happen, the implications for brands and how they can win back a customer should a failure occur.

Customer Experience 120

Customer Experience Customer Centricity Customer Experience Professionals Consumers 120

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Pointillist

AUGUST 18, 2021

I recently sat down with three luminaries in the field of customer experience to discuss the highlights of Pointillist’s third annual report on the State of Customer Journey Management and CX Measurement. podcast and the Experience Maker Show. It’s interesting. It’s always been there.

Customer Journey 40

Customer Journey Omnichannel Measurement Social Media 40

ijgolding

SEPTEMBER 29, 2015

However, for one group of Professionals in the UK, September now offers a completely different and more exciting prospect. September is the month where Customer Experience in the UK is celebrated – and celebrated in style. The 2015 UK Customer Experience Awards was a HUGE event. This year did not disappoint.

2015 104

2015 Customer Experience Customer Experience Professionals 2011 104

GetFeedback

JULY 19, 2019

And yet, it’s not surprising to know companies categorized as customer-centric reported much higher revenue than their counterparts, as documented in Hotjar’s 2019 State of Customer Experience Report. How to set up your Voice of the Customer (VoC) program for success. Customer Satisfaction Score (CSAT) .

Net Promoter Score 230

Net Promoter Score NPS Customer Journey Mapping Feedback 230

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Kustomer

NOVEMBER 9, 2023

Customer expectations are rising, technology is advancing at an unprecedented pace, and the intersection of artificial intelligence (AI) and customer experience (CX) is where the future is being defined. Did you notice our featured blog post image was created by AI?) Customers today expect more than ever before.

2023 52

2023 Events E Commerce Blog 52

ijgolding

JANUARY 14, 2019

My first blog post of 2019 is not going to be a long, drawn out diatribe about the challenges of long-term relationships! In 2018, the Customer Experience Professionals Association (CXPA) celebrated its 7th birthday. Please do not panic!!! I am (or have been) a fan of KLM for many years.

Customer Experience 98

Customer Experience Airlines 2011 Customer Journey 98

Heart of the Customer

JANUARY 28, 2015

As part of the launch of our new website, I’m interviewing Annette Franz, author of the popular Customer Experience (CX) blog CX Journey. In addition to her blog, Annette and I volunteer together as CX Experts at the Customer Experience Professionals Association (CXPA). Customer Journey Map'

Customer Journey Mapping 141

Customer Journey Mapping Customer Experience Professionals Customer Journey Blog 141

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. And it's not just the customer experience that needs to change. Oftentimes, so does the organization itself.

Customer Experience 75

Customer Experience Customer Experience Professionals Consulting Blog 75

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