CX Accelerator

DECEMBER 22, 2022

To equip, encourage, and connect Customer Experience professionals at every stage in their journey. CX Accelerator is here to provide mentorship, open doors to new possibilities, and forge meaningful connections that span the course of a career. And the exciting part? We are just getting started.

Brands 36

Brands 2023 Leadership Events 36

Experience Investigators by 360Connext

JANUARY 28, 2020

Anxiety is ramping up for senior leaders focused on customer experience, and it’s not difficult to understand why. According to Forrester’s 2020 Predictions , 1 in 4 customer experience professionals will lose their job this year. First, understand the true costs of NOT investing in customer experience.

2020 250

2020 Net Promoter Score ROI Metrics 250

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Experience Investigators by 360Connext

MARCH 24, 2015

Get real about your experience and brand. Kevin Gibson , Consumer Experience Leader, Humana, shared how Humana has been evolving their brand and the experience to match it. It’s critical to think like a human and understand the human connection as part of the customer experience! Stay tuned!

Insights 236

Insights Customer Experience Customer Journey Mapping 2015 236

Totango

MARCH 8, 2022

Joining a customer success community usually is a simple matter of registering, but some communities may require administrator approval to join. Any individual or company can start a customer success community. Some brands set up their customer success communities to enhance their customer support or to support their marketing efforts.

2022 116

2022 Customer Success White Paper Social Media 116

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!! I can safely reveal the following though.

Books 91

Books Brands Customer Experience Chief Customer Officer 91

ClearAction

MARCH 22, 2024

CX is a Team Sport: 2 Surprising Views Lynn Hunsaker CX is a Team Sport was the CX Day 1 theme in 2021, celebrating the 10th anniversary of the Customer Experience Professionals Association. “ Fragmented functional leadership, customer data, engagement channels, systems, operations, and revenue teams.”

Sports 62

Sports 2024 Chief Customer Officer Customer Centricity 62

Experience Investigators by 360Connext

OCTOBER 6, 2014

This led to more sharing beyond what the brand alone could do. Creating bite size pieces of content about your customer experience helps everyone – inside and outside of your organization – understand what experience you’d like to create. Happy Customer Experience Day!

Customer Focused 275

Customer Focused Call Center 2014 Social Media 275

SurveySensum

JULY 14, 2020

Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. It is now considered to be the key brand differentiator and a critical factor for your brand’s success and revenue growth. LinkedIn : [link]. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Experience Investigators by 360Connext

JUNE 1, 2017

In many ways, customer experience is still a new phenomenon. Your customers have experiences with you, and judge their relationship with your brand based on how they feel about those experiences, whether you want them to or not. As the Employee NPS goes up or down, the customer NPS is sure to follow.

Net Promoter Score 165

Net Promoter Score Innovation Culture NPS 165

Oracle

MARCH 1, 2021

Let’s take a closer look at five female leaders in CX tech you can follow to stay connected to the field’s most insightful leaders and active trailblazers. Researchers are helping us understand how customer experience interactions shape brand-customer relationships. Well, here it is!!

2021 81

2021 Technology Workshop Advertising 81

Oracle

MARCH 11, 2020

Just in time for Women’s History Month, let’s take a closer look at some female pioneers in CX tech that you can follow to stay connected to the field’s most insightful leaders and active trailblazers. It's not customer experience; it's really the whole ecosystem of your organization, and are you united?

2020 83

2020 Technology Chief Customer Officer Customer Journey Mapping 83

Lumoa

MARCH 21, 2023

I share some experiences from Rituals, a brand that excels in delivering moments worth experiencing and share some practical hands-on advice into how businesses could advantage from creatively designing and implementing working values. Customer service is not a department. You want customers to fall in love with your brand.

Books 94

Books Customer Experience Chief Customer Officer Customer Experience Management 94

Quadient

SEPTEMBER 16, 2022

As a Customer Experience focused company with rapidly expanding software businesses, the Quadient team spends a lot of time analyzing our clients' journeys with our products and services, as well as the journeys of their customers that our software supports. We even have the old blog posts to prove it! Measure business impact.”.

Customer Journey Mapping 52

Customer Journey Mapping 2007 Document 2022 52

Kustomer

NOVEMBER 9, 2023

At Kustomer, we believe that understanding, embracing, and harnessing the power of AI in CX is not just a necessity—it’s the key to revolutionizing the way we connect with customers. Jess is also known for hosting the Oopsie Podcast, where she delves into real stories of customer experience professionals.

2023 52

2023 Events E Commerce Blog 52

Lithium

MAY 12, 2021

And while Manning’s initial forecast did not account for a global pandemic, COVID-19 has only accelerated the race (not only against time and competitors, but most of all, against leadership stakeholders switching focus to other priorities) to create exceptional customer experiences that produce measurable business outcomes.

Webinar 59

Webinar Customer Experience Professionals Measurement Leadership 59

ijgolding

JUNE 16, 2015

This is partly due to the fact that Customer Experience is still in its relative infancy as a profession. Re-branding a Marketing professional, or a Customer Service professional a CCO does not mean they have the competencies required to fulfill the role. So what should you expect from this excellent read?

Chief Customer Officer 86

Chief Customer Officer Books 2006 Leadership 86

Lumoa

JANUARY 9, 2018

It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. We were curious to know what CX professionals should pay attention in the coming year and asked the leading CX experts for their opinion.

2018 141

2018 Customer Experience Competitive Advantage 2017 141

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. Bill has over thirty years of luxury resort/club management experience. Annette Franz.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Russel Lolacher

OCTOBER 10, 2022

Connect and learn more about Stacy on her platforms: Twitter. What is missing the mark for EX leadership and HR right now. Let’s call this customer experience Professionals Association. And she’s been a been a bunch of top this and top that list for customer experience leadership.

Net Promoter Score 52

Net Promoter Score Leadership Employee Experience Culture 52

Answer Dash

SEPTEMBER 14, 2019

We’ve included plenty of stats and insights to help you understand this journey and build appropriate strategies to accommodate your varying customer needs. During our research, we found that one-third of respondents will actually walk away from a brand after having a disappointing interaction. We know you don’t want that to happen.

Chief Customer Officer 52

Chief Customer Officer Customer Experience Books Consumers 52

ClearAction

APRIL 29, 2020

This position may also be known as Chief Customer Officer or VP of Customer [fill-in-the-blank] (e.g. The intent of this position may be growth, churn reduction, lifetime value, brand differentiation, and/or similar aspirations. Customer Experience Management , as it should be managed, is alignment of the company to customers.

Customer Experience 71

Customer Experience Chief Customer Officer Customer Centricity Leadership 71

Experience Matters

DECEMBER 15, 2015

We agree and believe that customer experience is a reflection an organization’s culture and operating processes. Organizations will rethink their offerings and operating processes, baking in assumptions that customers and employees are continuously connected. Speech Analytics Piloting.

2016 91

2016 Customer Experience Customer Connectedness 2015 91

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. Bill has over thirty years of luxury resort/club management experience. Annette Franz.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Beyond Philosophy

OCTOBER 25, 2019

As a certified Customer Experience Professional, he helps organizations and leadership change to improve their experience for their team members and customers. Dr. Michelli says he writes about brands that take care of their people and customers in a way that differentiates them in the marketplace.

Hotels 104

Hotels Travel Hospitality 2019 104

CustomerSuccessBox

MARCH 4, 2022

S/he ensures that Customer Success is truly a success. If so, then the existing customers not only become profitable but also have an impact on the company’s brand reputation in the market, which drives inbound interest. VP-Customer Success Job Description (Sample). Increase Efficiency Through Technology.

Customer Success 52

Customer Success Demo Customers Leadership 52

ijgolding

OCTOBER 3, 2016

Whilst many – if not most – organisations are doing lots of ‘stuff’ connected to the Customer Experience, the reason why many – if not most – are finding it hard to SUSTAIN their organisations focus on it, is because they are failing (or unable) to connect all of the ‘stuff’ together.

Customer Centricity 105

Customer Centricity Customer Experience Chief Customer Officer Customer Journey 105

ClearAction

FEBRUARY 28, 2019

. “The wise advice that ‘What got you here won’t get you there’ 1 is what we as customer experience leaders need to be thinking about everyday,” said Milista Anderson, SVP at FIS Global in a Customer-Centered Management talk show interview. Ensure your brand promise matches what is being delivered.

Customer Experience 61

Customer Experience Marketing Chief Customer Officer Customer Experience Professionals 61

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

Comm100

MARCH 8, 2017

We have compiled the following list of customer service experts so that you don’t have to. By connecting on Twitter with the experts listed below, you will ensure that you’re getting your daily dose of tools, tips, and advice on customer service from the experts who have been there, done that, and have plenty to say on the matter.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

Kustomer

DECEMBER 31, 2020

Success Starts with Leadership. Having over 20 years of customer service experience, Annette Pedroza helps companies uncover their CX potential by showing ways in which they can improve their overall customer service techniques as a brand. Driving Customer Engagement With Brand Involvement.

Customer Centricity 59

Customer Centricity Culture Leadership Net Promoter Score 59

Russel Lolacher

JULY 4, 2022

Connect with Nate on his platforms: Linkedin. the differences between introverts and extroverts in building connections. He is the senior director of customer experience at arise virtual solutions, which is the platform that connects big brands with working from home service providers. Google Podcasts.

Employee Experience 52

Employee Experience Connections Leadership Definition 52

ijgolding

FEBRUARY 12, 2018

I have been in fantastic strategy roles, in great organisations and working with some excellent visionary people – all focused on the future and the development of radically innovative brand strategies, which we believed would disrupt the sector and build new sustainable competitive advantage and business value.

Customer Experience 52

Customer Experience Advertising Competitive Advantage Customer Experience Professionals 52

Customer Guru

MARCH 7, 2018

Devika Vittal is the Director of Customer Experience at UAE Exchange. She is a seasoned customer experience professional with a demonstrated history of working in the financial services industry. Her expertise in this space helped UAE Exchange win two Customer Experience Benchmarking Index Awards for 2014.

Customer Experience 60

Customer Experience Customer Centricity Leadership Innovation 60

Lumoa

OCTOBER 31, 2018

It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. Let’s find out what the field professionals actually experience. What are, in your opinion, the top challenges in customer experience that companies should be aware of now?

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

Lumoa

APRIL 24, 2018

Companies need to employ multiple sources of information to tell the story of customers lives. The maturity of the organizations ability to use this rich information and leadership greatly determine the outcome of this or any listening system truly driving culture change that leads to improved customer and employee experiences."

NPS 135

NPS Net Promoter Score Metrics Effort Score 135

Horizon CX

AUGUST 10, 2020

Hence, within our role as customer experience professionals, we hold a conversation and the resulting communication in the highest order of the many skills we possess and exemplify. Transform leadership. Functional conversation is designed to convey information in order to help achieve an individual or group goal.

Communication 52

Communication Magazine Presentation Definition 52