Oracle

FEBRUARY 20, 2020

As technology leads to the automation of task-oriented roles, the World Economic Forum says that the skills of the future will be critical thinking, leadership, problem-solving, creativity, communication, and the ability to navigate ambiguity. Your customer support background is an asset. Empathy is the new currency. What comes next?

Customer Experience Professionals 45

Customer Experience Professionals Customer Experience Customers Leadership 45

Customer Bliss

JULY 4, 2017

He leads the Client Experience Leadership Council, a cross functional team of senior leaders who design, build, and implement strategies to deliver remarkable client experiences for clients consistently. He was a great student of customer experience and formed/understood what the work needed to be.

Banking 143

Banking Leadership Net Promoter Score 2015 143

Chattermill

MAY 12, 2019

Top 20 Books Every Customer Experience Professional Needs to Read Now. Customer Experience. We’ve also picked up a ton of insights by making our way through lots of books written by Customer Experience Guru's. Customer Experience Books. by Sam Frampton. on 13 May 2019.

Customer Experience Professionals 56

Customer Experience Professionals Books Customer Experience Hotels 56

Experience Investigators by 360Connext

MARCH 9, 2015

Our blog here at 360Connext is of course a good place to start, but I also follow blogs focused on retail, metrics, customer service, and more. If you’re serious about becoming a customer experience professional, then the Customer Experience Professionals Association is the place for you.

Customer Experience 287

Customer Experience Chief Customer Officer Customer Experience Professionals Leadership 287

eglobalis

OCTOBER 1, 2017

The CXPA helps customer experience professionals make customer experience management an integral part of how their companies operate and to enable customer experience professionals to embed transformation across their organizations. Events connecting CX and the Global Industry Experts .

Customer Experience Professionals 49

Customer Experience Professionals CEM Customer Experience Events 49

PeopleMetrics

JUNE 16, 2015

DISCLAIMER: The CX Feud is a game in which 150 customer experience professionals took our assessment about the presence, or absence, of customer centricity practices in their organizations. A story of many CX professionals tasked with driving change, but with neither the authority nor the budget to do so.

Customer Centricity 96

Customer Centricity Leadership Net Promoter Score Magazine 96

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

Lumoa

OCTOBER 24, 2023

This article addresses the importance of happiness in customer experience, explains how happiness can drive growth and become a competitive advantage, and is inspired by the fireside chat “How can we use the science of happiness in CX?” Nature Being connected to nature promotes a feeling of holistic well-being.

Competitive Advantage 83

Competitive Advantage Customer Experience Net Promoter Score Culture 83

TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. Paul Husar, Senior Call Center Manager at LG Electronics.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

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

Experience Investigators by 360Connext

MAY 17, 2018

The Customer Experience Professionals Association (CXPA) 2018 Insight Exchange offered CX experts and professionals of all kinds, various titles and comfort levels a few days to learn, connect and get inspired. Leadership is starting to catch up, but their understanding of CX varies greatly!

Leadership 161

Leadership 2018 Culture Customer Experience Professionals 161

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

MARCH 24, 2015

It’s critical to think like a human and understand the human connection as part of the customer experience! I am so thankful to hear about more than data and be surrounded by so many dedicated customer experience professionals. Stay tuned! Who knows what the future will bring?

Insights 236

Insights Customer Experience Customer Journey Mapping 2015 236

Totango

MARCH 8, 2022

Participants can ask questions of the community, connect with peers or submit events for possible promotion. The community includes areas devoted to leadership discussion and job boards. Their forum is geared toward both customer success and customer experience professionals. CSM Practice.

2022 117

2022 Customer Success White Paper Social Media 117

Experience Investigators by 360Connext

OCTOBER 6, 2014

It’s one thing to hear customers are complaining about something, it’s another to stand there and hear the complaint directly. How can you get your organization to deliver an exceptional customer experience? Happy Customer Experience Day!

Customer Focused 275

Customer Focused Call Center 2014 Social Media 275

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

delighted

AUGUST 4, 2023

In this post, we’ll cover 5 tips for digesting negative feedback to reduce the likelihood of feedback burnout as a customer experience professional. Foster a culture of gratitude It’s one thing for your company to say, “We value customer feedback,” but it’s another thing for the company to act out that value.

Feedback 76

Feedback Management NPS Customer Experience Professionals 76

Experience Investigators by 360Connext

JUNE 1, 2017

It’s only been in the last decade that we’ve seen any companies take the time to proactively think about a customer’s journey, and only within the last 5 years or so we’ve seen a steady expansion of those with “experience” or “customer” in their titles at the upper tiers of management.

Net Promoter Score 165

Net Promoter Score Innovation Culture NPS 165

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

Oracle

MARCH 1, 2021

Today, women in CX are driving innovation, rethinking what the customer experience means, and bringing these insights to new industries and audiences adapting to today’s fast-changing landscape. Researchers are helping us understand how customer experience interactions shape brand-customer relationships.

2021 81

2021 Technology Workshop Advertising 81

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. Diane Magers – CCXP, CX Expert, Founder and Chief Experience Officer at Experience Catalysts.

2020 132

2020 Customer Experience Magazine Consulting 132

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

Quadient

SEPTEMBER 16, 2022

This one: Customer Journey Mapping: A brand's GPS to loyalty and advocacy was written back in 2016 by Laurent Ghio, Quadient’s first Certified Customer Experience Professional. Quadient is excited about our leadership status, so we made the full report available to you free of charge. Measure business impact.”.

Customer Journey Mapping 52

Customer Journey Mapping 2007 Document 2022 52

Think Customers

DECEMBER 18, 2019

And while customer experience leaders are tracking many metrics and KPIs, such as churn reduction and customer lifetime value, most rate their ability to communicate impact to the C-suite as only a 5 out of 10, with 10 being highly capable. Customer experience takes time,” Hagen adds. “In Linking CX to ROI.

ROI 52

ROI Financial Leadership Metrics 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

Experience Investigators by 360Connext

JULY 24, 2015

Thanks to a gathering of some Chicago Customer Experience Professional Association members and guests recently, my brain swirled with what could be next for customer experience. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Net Promoter Score 234

Net Promoter Score Metrics Effort Score 2015 234

ijgolding

JUNE 16, 2015

Not only has she served as a CCO for 25 years, Jeanne is also the co-founder of the Customer Experience Professionals Association – she is rather well qualified to write a book on the subject! Competency Two: Align around Experience – Give leaders a framework for guiding the work of the organization.

Chief Customer Officer 86

Chief Customer Officer Books 2006 Leadership 86

Lumoa

MARCH 21, 2023

Specifically, included in the tips and strategies in the book are our top culture-changing tools that move an organization to be more customer-focused.” Customer service is not a department. It’s a philosophy to be embraced by everyone, from the leadership to the most recently hired.

Books 94

Books Customer Experience Chief Customer Officer Customer Experience Management 94

Ascribe

MAY 12, 2021

After opening our office in Germany last year under the leadership of Gustav Jaeckel, establishing a data center in Germany is the next logical step in our expansion and meets the requests of existing clients that we bring Ascribe’s footprint completely into the EU,” says Rick Kieser, Ascribe CEO. About Ascribe.

Government 40

Government 2021 Customer Experience Professionals Leadership 40

ClearAction

APRIL 29, 2020

Customer Experience Management , as it should be managed, is alignment of the company to customers. Accordingly, you may want to re-assess the charter in your company for your top customer experience leadership role. Certified Customer Experience Professional (CCXP).

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

Answer Dash

JUNE 27, 2018

In the beginning of my work, I was this crazy Italian girl who was so passionate about transforming the customer experience, but I didn’t always explicitly connect this type of work to its impact on the business – the bottom line. 4 - IS YOUR LEADERSHIP COMMITMENT REAL? Is it real, or is it Memorex?

Chief Customer Officer 63

Chief Customer Officer Customer Experience Leadership Customer Experience Professionals 63

ShepHyken

JULY 10, 2018

How to create a customer service culture that solves customers problems, increases revenue, and drives loyalty. Shep Hyken discusses frontline leadership, conflict resolution, and customer loyalty with Jim Rembach, the president of Call Center Coach. ? ?. They interact with customers and employees day in and day out.

Call Center 41

Call Center Culture Leadership Customer Experience Professionals 41

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. The upheaval that digital engagement and collaboration is having on business leadership and organizational communication. 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

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

ijgolding

APRIL 4, 2017

Just this week, a fellow human being – who also happens to be a passionate Customer Experience Professional, has inspired me to write this post. Jacques Strydom believes, that when we are talking about the subject of Customer Experience, we must always start by remembering that we are Human first.

Technology 134

Technology Innovation Leadership Customer Experience Professionals 134