Horizon CX

AUGUST 10, 2020

This blog is about human to human interactions and emotions—you know, the kind of interactions that those of us within the Customer Experience discipline profess to know the most about and have spent the most time mastering the art of conversation. So, let’s begin with a definition to get us all grounded.

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Communication Magazine Presentation Definition 52

ijgolding

FEBRUARY 12, 2018

But just like the castaways, we had been operating in the little, isolated island of strict confidentiality, away from everybody else and unable to communicate to anybody outside our isolated shores. Personally, this is why I have become a Customer Experience Professional and love playing in this field.

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Customer Experience Advertising Competitive Advantage Customer Experience Professionals 52

Confirmit

DECEMBER 17, 2018

The trends we highlight have been selected using guidance from a base of 200 customer experience professionals. There is definitely some great opportunity ahead for AI over the next year or so and there will be processes that can be improve through its use.

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2019 Customer Experience Return on Investment 2018 40

Storyminers

MAY 8, 2017

They all use the six customer experience pillars. However, change is happening so fast (tech, customer desires, partners, organizational structures, etc.) that ‘just doing better’ doesn’t always make the customers happier or the business healthier. Some have seen their fortunes rise.

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Innovation ROI Customer Experience Professionals Customer Centricity 76

ClearAction

APRIL 29, 2020

In a related article, CEO’s Guide to Growth through Customer-Centered Management , the following definitions are recommended: Customer Experience is customers’ realities compared to their expectations [in selecting, getting and using a solution toward a capability they seek (i.e. job-to-be-done)].

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Customer Experience Chief Customer Officer Customer Centricity Leadership 71

ijgolding

MAY 23, 2017

Usually (although not exclusively) the domain of men and women working for organisations in senior roles, the ‘rolling eye phenomenon’ often occurs when someone like me, a Customer Experience Professional, starts to talk about anything related to the Customer Experience.

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Customer Experience Financial Customers Article 91

CX Journey

OCTOBER 30, 2018

Journey Voice of customer Engagement Culture Automation Security Experience Metrics Transformation Let's start with a definition of "buzzword." Given that definition, honestly, none of those words are "in vogue" terms; they're all an important part of what we do, part of our (customer experience professionals') daily language.

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Culture Voice of Customer Definition Metrics 35

Bob Hayes

DECEMBER 29, 2014

statistics, business acumen, computer programming, communication), data scientists also need to apply the scientific method to uncovering value from their data. Customer Loyalty is Alive and Well : Can we just stop trying to relabel “customer loyalty” as “customer engagement?

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2014 Metrics Net Promoter Score Blog 76

CX Journey

MARCH 1, 2017

Customer experience professionals fight hard for the customer and are often challenged when it comes to making the case for improving the customer experience and transforming the company culture to be customer-centric versus other, more easily quantifiable company initiatives.

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Customer Centricity Culture Customer Experience Professionals ROI 50

CX Journey

SEPTEMBER 19, 2017

By definition, the mapping process is a collaborative effort that brings different departments together to build that initial assumptive map: for discovering, learning, and sharing. Once you've created the assumptive map , you must have the map validated by customers. Definitely not. This is where maps help to break down silos.

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Definition Touchpoint Customer Experience Professionals Customer Experience 48

CX Journey

MAY 5, 2015

I'm blogging today from the Customer Experience Professional Association's (CXPA) Insight Exchange in San Diego. One of the biggest challenges was communicating this back to the organization - in a language they could understand. How else did she communicate? Tractor talk!

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Government Customer Experience Events Presentation 68

Kerry Bodine

AUGUST 14, 2020

On Wednesday I presented a webinar with the Toronto Customer Experience Professionals Association. The Trade-offs Between Quant & Qual Customer Research. Yes, you will definitely have different levels of zoom or altitude for your journeys. We got a ton of great questions about the content I presented.

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ClearAction

OCTOBER 1, 2018

The status quo manages CX programs and competencies as pillars or silos, with little or no connectivity, communication or synergies across the various CXM programs and departments. This is like the game of Jenga , where short-cuts in the base (headquarters) generate wobbliness at the top (customer touch-points).

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Customer Experience 2017 ROI 2018 63

Storyminers

FEBRUARY 17, 2021

Mike and Akos, two customer experience professionals from two continents discuss what customer experience base thinking can teach politics and how it accelerates “global thinking”. More than ever, we need honest and substantive communication, but there seems to be a movement in the opposite direction.

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SurveySensum

JULY 14, 2020

Adam Toporek is an internationally-recognized Customer Experience Expert, Keynote Speaker, and Customer Service Trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. LinkedIn : [link]. LinkedIn : [link]. Website : [link].

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2020 Customer Experience Magazine Consulting 132

CX Journey

OCTOBER 18, 2017

When you think of the phrase "inside out" relative to the customer experience, you probably cringe. This is not a phrase that customer experience professionals take lightly. The customer's needs and perspectives aren't considered in this type of thinking. It was published on t heir blog on April 24, 2017.

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ijgolding

JUNE 5, 2016

– the premise was around the significance and necessity of creating customer personas. Like many things in the world of business, it sounds so obvious (well to me anyway) – why wouldn’t you want to know who your customers are?! If used well, they are a vital cog in the development of customer strategy. The post Nice to meet you!

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Workshop Customer Journey Article Customer Experience Professionals 78

ijgolding

DECEMBER 11, 2017

So, was the customer experience different in Japan? Japan has a definite sense of place, and character. Apart from the fact that almost everything we saw was stunningly beautiful, the experience was very distinctive. Beth started out in internal communications, journalism, and knowledge management. Absolutely.

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Customer Experience Travel Transportation Hospitality 66

ChurnZero

MARCH 22, 2019

Q: Do you think the percentage of spending on Customer Success is too small, especially given the thesis of this presentation and the impact it can have? Rob: I would say there are definitely certain ways to go about it, and I think it all depends, and is why we will do a whole research report on that spending data. Too many even.

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Customer Retention Webinar Customer Centricity Definition 61

CX Journey

AUGUST 24, 2017

Mapping stages may also be appropriate as you think about the high-level customer relationship and where to begin journey mapping. But as a customer experience professional, mapping at that level is, well, useless. It's why, for so long, people have questioned if mapping is all that it's built up to be. Henry Ford.

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Webinar Presentation Customer Experience Professionals Customer Journey 46

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. Your Needs: Understand and communicate your customers’ actual journeys. By Steve Offsey.

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Customer Journey Customer Journey Mapping Touchpoint Multi-Channel 90

CX Journey

FEBRUARY 14, 2018

And customers are still complaining. In other words, customer experience improvement efforts are failing. We advocate, as customer experience professionals, getting to the root cause of issues. It's definitely one of the problems. When we get to the state of " What the Hell is Customer Experience?

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Employee Experience Culture Definition Customer Experience Professionals 46

ClearAction

JANUARY 6, 2021

21 Tips for 2021 Customer Experience Excellence Lynn Hunsaker. Customer experience excellence is certainly defined a bit differently now, compared to years past. Customer experience professionals can help silo-smoothing become a way of life. 19) Start cascading customer experience objectives.

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2021 Customer Experience Net Promoter Score Workshop 77

CX Journey

FEBRUARY 5, 2019

Stories are a wonderful communication tool and a powerful teaching tool. Implement and activate new experiences. The maps become blueprints or statements of direction for the work to be done to improve and to redesign the experience. Communicate and share experiences. Whose story are you going to tell?

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Customer Journey Mapping Transportation Customer Centricity Customer Journey 35

Qualtrics

JULY 18, 2019

In closing the loop, you let the customer know they’ve been heard. You communicate the action you’ve taken based on their feedback, or the resolution you’re planning. Perhaps you share customer feedback internally now among your colleagues and managers. But closing the loop with customers is different. Book a Demo.

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Feedback Government Magazine Airlines 49

Qualtrics

MARCH 25, 2021

Let’s dive into how video feedback works and how brands can use it for useful customer insights. The basic definition of video surveys : Companies ask customers specific questions about the brand, brand experience, product feature, etc. Especially if it’s communicated via graphs and charts. What is a video survey?

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Airlines Feedback Customers Consumers 49

SurveySensum

MARCH 4, 2021

In this episode Tanuj, NK, and Debbie are talking about the impact of CX on business metrics, VOC and CX metrics and their measurables, VOB, VOC, and VOE and their differences, bringing alignment across multiple teams, tips to manage the emotions of the customer, where does CX starts and ends in an organization, and a lot more!

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Metrics ROI Measurement Voice of Customer 52

Russel Lolacher

OCTOBER 10, 2022

She’s the Vice President of Marketing agent and customer experience at live ops Inc, founder and host of the doing CX right podcast. She’s a contributing writer and business advisor on Forbes communications Council diversity advancement community leader for cxpa. Wow, another acronym. Stacy Sherman.

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Net Promoter Score Leadership Employee Experience Culture 52

Experience Investigators by 360Connext

FEBRUARY 18, 2020

What makes this course great: Leslie is a writing instructor and has great insights into email communication. The course includes real customer service emails to give your team a head start. This course can help your organization deliver customer-focused communication without losing efficiency or effectiveness.

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Customer Experience Customer Journey Mapping Customer Journey Customers 35

SuiteCX

FEBRUARY 22, 2017

Since that time people have used, and somewhat overused, these words to communicate myriad ideas and situations. A teenager may experience a “moment of truth” when he comes home after curfew. An electrical engineer may experience a “moment of truth” when she applies power to her latest invention.

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Touchpoint Definition Airlines Interaction 45

SuiteCX

FEBRUARY 22, 2017

Since that time people have used, and somewhat overused, these words to communicate myriad ideas and situations. A teenager may experience a “moment of truth” when he comes home after curfew. An electrical engineer may experience a “moment of truth” when she applies power to her latest invention.

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Touchpoint Definition Airlines Interaction 40

Kustomer

DECEMBER 31, 2020

It’s always fun to talk to people like yourself who have a plethora of experiences. So I’ve been a customer experience professional for 20 years. Well, I think that definitely will resonate with the audience as, yeah. I think of providing a little bit of that clarity definitely helps. Absolutely.

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Customer Centricity Culture Leadership Net Promoter Score 59

SmartKarrot

DECEMBER 2, 2020

What packs a definite punch is the embracement of women in all of the work affairs. Women in customer success are taking over the town and converting every milestone which was once considered as surreal. Currently, she also serves as an executive member in the CXPA (Customer Experience Professionals Association).

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Customer Success 2021 White Paper Contact Center 17

SurveySparrow

OCTOBER 25, 2019

You can add and remove features and make many tweaks to your products based on the data validated from the surveys that your customers fill. It is your duty to make sure that all windows of service are easily available as an option for all the customers. You must do this to be in a good relationship with the customers.

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Customer Experience Customer Journey Mapping Multi-Channel Net Promoter Score 77

Lumoa

OCTOBER 31, 2018

This will push more aggressive change driven by Customer Experience professionals. Organizational alignment will be most critical – both internally and to the market and customer expectations. Start experimenting, build your hypothesis, fail fast and learn – and start all over again.

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Customer Experience Customer Centricity Culture 2018 64

Russel Lolacher

JULY 4, 2022

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. Now that definitely lends itself segue into our topic today, which is all about networking and connecting and community building. Russel Lolacher.

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Employee Experience Connections Leadership Definition 52

ClientSuccess

AUGUST 27, 2019

What are two or three ways you’ve established (or improved) “customer success as a culture” within your organization? This is a really good question, because customer success is definitely a culture and not just a department; an entire organization must be bought into the idea in order to excel. Question 7.

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