TechSee

JUNE 16, 2022

Jim has been instrumental in setting up services for the customers needing quick and apt solutions for their daily customer experience needs. Brad Cleveland is a global expert in customer strategy and managemen t. Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Experience Matters

MAY 6, 2015

My tenure as Chair of the Customer Experience Professionals Association (CXPA.org) is over, but my passion for the association has never been stronger. Lawyers have the Bar Association, doctors have the Medical Association, so why shouldn’t the growing number of CX professionals have their own association?

2011 102

2011 2010 Customer Experience Professionals Government 102

Alida

AUGUST 19, 2016

Why people like the things they do has baffled marketers, product managers and customer experience professionals for ages. If you know what makes people tick, you’re one step closer to delivering products, services and experiences that customers will love. In Traffic , I talk to engineers and government officials.

2016 124

2016 Books Government Consumers 124

Ascribe

MAY 12, 2021

Clients can now upload all data collected in the EU to Ascribe, including those for government studies. The new data environment was built with the highest standards of security and privacy to meet the needs of an expanding customer base and to ensure all EU client data remains within the EU and in compliance with GDPR. About Ascribe.

Government 40

Government 2021 Customer Experience Professionals Leadership 40

Customer Guru

MARCH 7, 2018

Maneesha Pednekar is currently working as the Director – Quality for Atos in India and drives initiatives on Quality & Customer Experience. She is a Certified Customer Experience Professional from the CXPA (US). I started getting more invested in the Customer Experience arena seven-eight years back.

Customer Centricity 60

Customer Centricity Customer Experience Professionals Metrics Consulting 60

Lumoa

JANUARY 9, 2018

However, research shows most customers still value an emotional connection with the people fronting the organization. With rising customer expectations, good service is no longer good enough. Customers want unique, special and innovative. This will push more aggressive change driven by Customer Experience professionals.

2018 141

2018 Customer Experience Competitive Advantage 2017 141

SurveySensum

JULY 14, 2020

XM Scientist and Co-Founder at Effectly AB and experiasummit.com, Joakim Thörn is a subject-matter expert and a speaker who specializes in facilitating and helping clients expand their market presence through experience-based differentiation. Jaakko Männistö is an entrepreneur, Founder, and Omnichannel Customer Experience Professional.

2020 132

2020 Customer Experience Magazine Consulting 132

Storyminers

FEBRUARY 17, 2021

When it comes time to rebuild the severed connections and broken systems, we will need to make sure that we don’t end up with more of the same. We need a more citizen-centered approach, and it turns out that Customer Experience Thinking can help. Mike : Yes, that connects. 2020 was, to say the least, a pretty crazy year.

2002 59

2002 Government Travel 2010 59

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Annette Franz. Jeff Toister.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Annette Franz. Jeff Toister.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

CX Journey

AUGUST 26, 2014

Getting leadership buy-in and helping them understand that the sooner the focus is placed on the customer experience, the sooner the business will benefit is an everyday challenge for customer experience professionals. This is where your governance structure comes into play. They go hand in hand.

Customer Experience 74

Customer Experience Management Government Customer Centricity 74

ijgolding

NOVEMBER 29, 2017

The question was a precursor to defining why Customer Experience needs good, strong leadership. This month, I want to ask three connected but altogether different questions: What do you do if the organisation you work for or with does NOT have strong customer focused leadership?

Customer Centricity 59

Customer Centricity Leadership Customer Focused Customer Experience Professionals 59

Pointillist

AUGUST 18, 2021

I recently sat down with three luminaries in the field of customer experience to discuss the highlights of Pointillist’s third annual report on the State of Customer Journey Management and CX Measurement. So, this is the real science of customer experience. Steve Offsey: Yeah, absolutely.

Customer Journey 40

Customer Journey Omnichannel Measurement Social Media 40

ijgolding

JANUARY 4, 2017

When it comes to the world of Customer Experience, business people and Customer Experience Professionals all around the world will be thinking of and dreaming about, a more customer centric 2017. I discussed 5 key learnings of emotion, knowledge, commitment, governance and leadership.

2017 59

2017 Customer Experience 2016 Customer Centricity 59

Pointillist

APRIL 17, 2019

You know you need the right customer data analytics tools to discover customer journeys, understand customer behavior and provide your customers with a better experience. But standing in your way are existing customer data management challenges. how many people did Y before Z but after X?)

Customer Journey Mapping 51

Customer Journey Mapping Customer Journey Touchpoint Multi-Channel 51

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. Visualize a “future-state” customer experience to spur innovation. By Steve Offsey.

Customer Journey 90

Customer Journey Customer Journey Mapping Touchpoint Multi-Channel 90

Lumoa

OCTOBER 31, 2018

However, research shows most customers still value an emotional connection with the people fronting the organization. With rising customer expectations, good service is no longer good enough. Customers want unique, special and innovative. This will push more aggressive change driven by Customer Experience professionals.

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

Qualtrics

NOVEMBER 21, 2019

For more than 20 years, Bruce Temkin has been a central figure in the world of CX ( customer experience ). From his influential thought leadership at Forrester, to founding the Customer Experience Professionals Association (CXPA) in 2011, it’s little wonder he’s known as the ‘Godfather of CX.’.

2020 22

2020 Retail Entertainment Leadership 22

Pointillist

APRIL 26, 2018

Validation software can be implemented at key data capture points in order to enforce consistent data governance standards across the organization. Silo mentality is the biggest organizational hurdle to improving customer experience.” – Chris Ward, Editor MyCustomer.com. Integrate All Your Customer Data.

Customer Experience 72

Customer Experience Events Touchpoint Customer Journey 72

Bold360

NOVEMBER 21, 2016

What exactly are the takeaways making the biggest impact on customer experience initiatives as companies look to 2017, and how can CX pros and business leaders move their companies forward in the digital, always-on, always-connected, omni-channel landscape? Meet Our Panel of Customer Experience Pros: Daisy Jing.

2016 111

2016 2017 Customer Experience Social Media 111