TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. 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

Michael Perman , Dean of Innovation from Gap, Inc. discussed how challenging it is to think of innovation in positive terms. Thinking about innovation in these terms is limiting. Get real about your experience and brand. But I’ll bet on better experiences for everyone. Mike Zarin (@zarin) March 24, 2015.

Insights 236

Insights Customer Experience Customer Journey Mapping 2015 236

CloudCherry

MARCH 19, 2018

Merely investing in a Customer Experience Management tool doesn’t suffice. When you’re investing in CX, it’s because you want to improve customer loyalty, retention, and ultimately be successful as a brand in the long run. How can brands ensure that their CX initiatives are linked to value?

Customer Experience 247

Customer Experience Lifetime Customer Financial Culture 247

CX Journey

JULY 26, 2016

Image courtesy of Skley How does customer experience fuel innovation? Innochat is a weekly Twitter chat (Thursdays, 9am PT) about innovation and covers a wide range of topics and angles. If you love talking innovation, make time for this chat every Thursday. How does customer experience relate to user experience?

Innovation 43

Innovation Customer Experience 2013 Culture 43

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!!

Books 91

Books Brands Customer Experience Chief Customer Officer 91

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. It’s not always about the sexy innovation.

Net Promoter Score 165

Net Promoter Score Innovation Culture NPS 165

Customer Guru

AUGUST 21, 2018

DiJulius is a best-selling author of three books, a renowned keynote speaker, and an international customer experience consultant. John is an “Ex-Disney Guy” and Customer Experience Coach. He has been successful in showing businesses, teams and communities how to create a Disney-like experience and culture.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

CloudCherry

MARCH 19, 2018

Merely investing in a Customer Experience Management tool doesn’t suffice. When you’re investing in CX, it’s because you want to improve customer loyalty, retention, and ultimately be successful as a brand in the long run. How can brands ensure that their CX initiatives are linked to value?

Customer Experience 150

Customer Experience Lifetime Customer Financial Culture 150

RapportBoost

NOVEMBER 25, 2018

The event, sponsored by Talkdesk , will discuss the top priorities for contact centers in connecting with customers and prospects via their preferred channels. The event, sponsored by Talkdesk , will discuss the top priorities for contact centers in connecting with customers and prospects via their preferred channels. RapportBoost.AI

Contact Center 40

Contact Center Webinar Innovation Average Handle Time 40

GetFeedback

DECEMBER 2, 2019

To determine the ROI for your business, it’s important to have a clear understanding of how much you are spending on earning and keeping your customers. But your best customers will also spend more on your brand! In one study , the strongest brand advocates spent 15% more than non-advocates.

ROI 195

ROI Customer Satisfaction Loyalty Measurement 195

Oracle

MARCH 1, 2021

In celebration of Women’s History Month, we’re highlighting some of the top female pioneers in customer experience (CX). Female innovators in CX technology have shaped the field since the earliest days and continue to create change and exciting new experiences, technology, and ideas.

2021 81

2021 Technology Workshop Advertising 81

Alida

AUGUST 30, 2017

The Customer Intelligence Summit is a must-attend conference for marketing, CX, product innovation and market research pros. One must-see keynote comes from Rick Parrish, a principal Forrester analyst serving customer experience professionals. Hear about the incredible new innovations you can leverage soon.

2017 100

2017 ROI Innovation Customer Relationships 100

Horizon CX

DECEMBER 1, 2023

let’s explore a couple of real-world examples that illustrate the crucial link between CX and strategic goals: Amazon: Customer-Centric Innovation for Market Leadership Alignment with Strategic Goals: Amazon’s relentless focus on customer experience is tightly aligned with its strategic goals.

Customer Centricity 52

Customer Centricity Automotive E Commerce Fashion 52

Experience Investigators by 360Connext

SEPTEMBER 27, 2017

Net Promoter Score (NPS) or Customer Effort Score (CES) or even the simple customer satisfaction rating each tell part of the story of your customers’ relationship with your brand. But the trend now is to look beyond one metric and embrace the mix of ways to measure the experience. So roll up your sleeves.

Net Promoter Score 244

Net Promoter Score 2017 Banking Metrics 244

Kustomer

NOVEMBER 9, 2023

But this journey isn’t just about technology; it’s about embracing a new mindset—a mindset that prioritizes customer-centricity, customer data, personalization, innovation, and adaptability. These thought leaders and experts are at the forefront of innovation in the fields of AI and customer experience.

2023 52

2023 Events E Commerce Blog 52

Customer Bliss

APRIL 25, 2017

Diane is currently CEO of the Customer Experience Professionals Association. Prior to that, she held high-ranking, customer-facing roles at AT&T and Sysco. I’d describe Diane as a passionate CX professional and change agent. Sherpa for new and developing customer obsessed leaders. About Diane.

Airlines 128

Airlines Download Customer Experience Professionals Connections 128

Experience Investigators by 360Connext

SEPTEMBER 17, 2019

CX Day is a day all about learning, sharing, and celebrating with the Customer Experience community. The first wave of customer experience professionals have had to create our own paths. There was no text book or standard curriculum when it came to customer experience. Why do we do this?

2019 146

2019 Social Media Webinar Events 146

Oracle

DECEMBER 27, 2018

In 2018, the customer experience was front and center for businesses. Whether you’re focused on building stronger relationships with existing customers or attracting new prospects, brands are taking their CX strategies, technology, and approaches to the next level.

2018 88

2018 Customer Experience 2019 Retail 88

ijgolding

JANUARY 28, 2018

Last week I had a fascinating conversation with a peer of mine – a fellow Customer Experience Professional. James Dodkins is as passionate about transforming organisations to become sustainably customer centric as I am. They have experienced what it is like to be a customer of your organisation.

Engagement 78

Engagement Customer Centricity Culture Customer Experience Professionals 78

Second to None

SEPTEMBER 23, 2019

Most customer experience professionals are familiar with the omnichannel strategy ; one which strives to create a fluid experience across all channels and platforms by utilizing centralized customer data and tracking previous interactions. Lastly, something that all brands should strive towards is simplicity.

Omnichannel 76

Omnichannel Customer Centricity Brands Presentation 76

Oracle

MARCH 11, 2020

Female pioneers in CX technology have been shaping the field since the earliest days and continue to create change and exciting new experiences, technology, and ideas. Today, women in CX are driving innovation, rethinking what the customer experience means, and bringing these insights to new industries and audiences.

2020 83

2020 Technology Chief Customer Officer Customer Journey Mapping 83

Kustomer

AUGUST 26, 2022

Led by two of Forester’s VPs, each episode of What It Means invites a Forrester analyst to discuss the hottest topics in customer experience, from tech-driven innovation and CX design to B2B buying trends and marketing planning. Customer retention expert Joey Coleman and social media expert Dan Gingiss host this lively podcast.

Customer Experience 105

Customer Experience Chief Customer Officer Competitive Advantage 2014 105

Storyminers

MAY 8, 2017

In the last decade, many brands have used customer experience processes and perspectives to complete corporate turnarounds and experience make-overs. They all use the six customer experience pillars. However, change is happening so fast (tech, customer desires, partners, organizational structures, etc.)

Innovation 76

Innovation ROI Customer Experience Professionals Customer Centricity 76

GetFeedback

JULY 19, 2019

Will VoC feedback help you live up to your customer experience mission and brand promise? How will increased happiness from customers drive bottom-line results? Voice of the Customer results should lead to innovation around customer experience. . Communicate how you will measure success.

Net Promoter Score 230

Net Promoter Score NPS Customer Journey Mapping Feedback 230

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

ijgolding

MAY 25, 2015

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. Conclusion – organisations in the technology space must focus on improving the end to end customer experience… 3.

Customer Experience 120

Customer Experience Customer Centricity Customer Experience Professionals Consumers 120

Forrester

MAY 2, 2015

And that means it's time to announce the confirmed list of speakers for our biggest event of the year: Forrester's Forum For Customer Experience Professionals in New York (CXNYC), June 16th and 17th. Rasesh Patel, SVP, customer experience, DirectTV. Mark McCormick, SVP of customer experience, Wells Fargo.

Guest Experience 80

Guest Experience 2015 Hotels Events 80

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

Tricia Morris

DECEMBER 18, 2015

It’s easy when you’re asked about trends to talk about an innovative technology or feature you know is going to create a buzz. Jeanne Bliss: Chief Customer Officer Author and CXPA Co-founder. Sumair Dutta: The Service Council Chief Customer Officer and Former Aberdeen Customer Experience Analyst.

2016 72

2016 Chief Customer Officer Customer Service 2015 72

Experience Matters

NOVEMBER 24, 2014

I attended last night’s Oklahoma City Thunder game to participate in a ceremony awarding the NBA team’s partners with a CX Innovation Award from the Customer Experience Professionals Association ( CXPA.org ). Actually, the Thunder won the award for its fan experience efforts.

Sports 123

Sports 2012 Customer Experience Professionals Consulting 123

InteractionMetrics

JUNE 19, 2023

Every aspect of your company that in some way interacts with customers is part of the customer experience. “As an app, software, or website owner, your product is not the totality of your brand and, therefore, not the totality of the customer experience.” ” writes Rafał Warniełło.

Loyalty 52

Loyalty Net Promoter Score Touchpoint E Commerce 52

Oracle

MARCH 7, 2019

I often remind people the acronym “CX” was little-known until Bruce Temkin and Jeanne Bliss co-founded the Customer Experience Professionals Association in 2011. “Customer experience” across the organization wasn’t a clear business initiative or concern. CX: The Past.

2011 103

2011 E-support 2019 Customer Centricity 103

ReviewTrackers

MAY 8, 2017

Organized by the Customer Experience Professionals Association (CXPA), the 2017 Insight Exchange gathers over 300 CX professionals for world-class customer experience learning and networking. Customer Experience World. CXPA Insight Exchange. When: May 16 to 17, 2017. Where: Phoenix, AZ.

2017 50

2017 Events Customer Experience Customer Journey Mapping 50

Forrester

MAY 2, 2015

And that means it's time to announce the confirmed list of speakers for our biggest event of the year: Forrester's Forum for Customer Experience Professionals in New York, June 16 and 17. · Mark McCormick, SVP of Customer Experience, Wells Fargo. We've got a doozy of a show on tap this time around.

Guest Experience 72

Guest Experience Hotels Events Customer Experience Professionals 72

Natalie Petouhof

SEPTEMBER 22, 2016

But if they are doing all that, why do customer still report, in large part, that their experience of most brands is not up to snuff? What I discovered is that there are two groups of people that think about customer / digital experience, but in very different ways. So how could that be? DrNatalie Petouhoff.

Customer Experience 69

Customer Experience Customer Experience Professionals Social Media 2016 69

Customer Guru

MARCH 7, 2018

Her passion for the field of customer experience is evident in her credentials and her work. Nienke is a certified Customer Experience Professional (CCXP). Her mission is to make the world a more beautiful place for employees and customers. The testimonials from her clients speak for her work.

Consulting 61

Consulting Customer Experience Telecommunications Customer Experience Professionals 61

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