ijgolding

JUNE 9, 2015

If you have followed my writing for a while, you will be very much aware that I am very proud and passionate Customer Experience Professional (CXP). One of a growing number of ‘specialists’ in the newly recognised professional field, this group of skilled, experienced practitioners is growing in number on a weekly basis.

Customer Experience Professionals 119

Customer Experience Professionals Leadership Customer Experience Customer Centricity 119

Experience Matters

DECEMBER 15, 2015

We agree and believe that customer experience is a reflection an organization’s culture and operating processes. As more companies roll out their CX change efforts, we expect to see them look for ways to train large groups of employees – to teach them basic CX concepts and to instill a sense of customer empathy.

2016 91

2016 Customer Experience Customer Connectedness 2015 91

Experience Matters

OCTOBER 5, 2015

Our research shows that customer experience leaders have more customer-centric and mission-centric cultures. At the high end of the scale, the alignment around values is almost cult-like. 4) What Are the Elements of a Customer-Centric Culture? 5) How Customer-Centric Are Organizations?

Culture 120

Culture Customer Connectedness Customer Centricity Customer Experience Professionals 120