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

OCTOBER 14, 2014

It all starts with employee engagement. Cannon said that Employee Engagement is a precursor to CX. Over the next few years, 26,000 employees will visit the MBUSA plant in Alabama and go through a learning journey that includes driving cars and visiting the company’s brand center. Engage your channel partners.

Webinar 111

Webinar Net Promoter Score Leadership B2B 111

Experience Matters

OCTOBER 5, 2015

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? Temkin Group has identified six stages of maturity towards a customer-centric organization.

Culture 120

Culture Customer Connectedness Customer Centricity Customer Experience Professionals 120

CX Journey

JUNE 30, 2015

Sun Tzu Customer experience strategy is one of the six competencies of the Customer Experience Professionals Association's ( CXPA ) CCXP exam and something every customer experience professional should be well versed in/about. Tactics without strategy is the noise before defeat.

Customer Experience Professionals 68

Customer Experience Professionals Brand Values Government Communication 68

Experience Matters

DECEMBER 15, 2015

As you can see in our video Driving CX Transformation , customer-centric culture requires mastering four CX core competencies : Purposeful Leadership , Compelling Brand Values , Employee Engagement , and Customer Connectedness.

2016 91

2016 Customer Experience Customer Connectedness 2015 91

ijgolding

MAY 5, 2017

It is important for a brand to t ake the opportunity offered by the recruitment process to present a well run, proactive, appealing view of an organisation to the target talent. . It helps if the whole business can view the hiring process as one of the key touch points in the colleague engagement journey and behave accordingly.

Brands 57

Brands 2013 Brand Values Airlines 57

Qualtrics

JANUARY 22, 2021

I paid my own way through grad school and became a highly engaged student. Together, they designed and launched the Customer Experience Professionals Association (CXPA), a global organization of more than 4,000 members across 50 countries. I got straight As in my master’s program at MIT,” says Bruce.

Customer Connectedness 26

Customer Connectedness Leadership Management Customer Experience Professionals 26