Lumoa

OCTOBER 24, 2023

Success in customer experience (CX) can be represented by numbers. A high Net Promoter Score (NPS), a large number of new customers in a month, or fewer unsatisfactory customer service request conclusions, are just some of the metrics we use to measure an effective customer experience.

Competitive Advantage 83

Competitive Advantage Customer Experience Net Promoter Score Culture 83

BlueOcean

OCTOBER 7, 2021

At Blue Ocean, we’ve noticed that this new level of uncertainty in the travel industry has led to a shift in what customers value: Where once the name of the game was efficiency and speed, today’s customer experience hinges on empathy and reassurance. Call Centers Go with the Flow. The Current State of Self-Serve.

Travel 218

Travel Customer Experience Call Center Books 218

Oracle

FEBRUARY 20, 2020

If you work on a customer experience team — as an account manager or success rep — you may be wondering where your career will take you in the next 2, 5, or 10 years. Across industries, companies are placing greater strategic value on their customer experience and support teams. Isn’t that a weird thought?

Customer Experience Professionals 45

Customer Experience Professionals Customer Experience Customers Leadership 45

BlueOcean

OCTOBER 8, 2021

Clients of all types turn to our company to make sure their customers receive a high level of service excellence. But as some of you may already know, pursuing customer experience mastery can sometimes mean aiming at a moving target. Customer experience is the main differentiator for brands today.

2021 177

2021 Customer Experience Contact Center Government 177

Think Customers

DECEMBER 15, 2015

One of the undisputed thought leaders in the customer experience space is Bruce Temkin, customer experience transformist and managing partner at Temkin Group as well as co-founder and initial chairman of the Customer Experience Professionals Association (CXPA). 1to1Media.com/weblog.

2016 112

2016 Connections Customer Experience Customer Experience Professionals 112

Experience Investigators by 360Connext

MARCH 15, 2018

As we rely ever-more heavily on the communication tools of any trade today, like email and texting, we crave more emotional and human connections to break through the clutter. In customer experience, a personal touch can go a long way to improve a typical touchpoint in the B2B journey. Click To Tweet. That’s right.

Connections 160

Connections B2B Fashion Touchpoint 160

Experience Investigators by 360Connext

OCTOBER 2, 2014

This Best of 360Connext post was part of the Customer Experience Professionals Association’s 2013 Customer Experience Day celebration. What’s the value of customer experience? Value to customers. As customers, we are aware when experiences go really well or really not well.

Customer Experience 297

Customer Experience 2012 2013 2014 297

Experience Investigators by 360Connext

MARCH 9, 2015

Organizations across a wide range of industries are creating positions like Chief Customer Officer and Customer Experience executive. They’ve realized the importance of investing in the overall experience of customers, and that doing so generates phenomenal business results. Catch up on your reading.

Customer Experience 287

Customer Experience Chief Customer Officer Customer Experience Professionals Leadership 287

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

Lumoa

MARCH 21, 2023

For example, there are plenty of good customer experience books to read if you want to learn more about customer experience. To help you out, we have listed our top 10 must-read customer experience books. In This Article: Customer Experience 3 The Cult Of The Customer Chief Customer Officer 2.0

Books 94

Books Customer Experience Chief Customer Officer Customer Experience Management 94

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 61

Customer Experience Professionals CEM Customer Experience 2011 61

Experience Investigators by 360Connext

OCTOBER 5, 2021

What Does a Customer Experience Professional Do? Customer experience professionals have many different titles and many different job descriptions. There are CX leaders who focus primarily on customer insights, like Voice of the Customer programs. Share the literal voice of the customer.

2021 367

2021 Social Media Contact Center Customer Journey Mapping 367

Experience Investigators by 360Connext

JUNE 17, 2015

Executives tell me: There is usually so much we COULD do with customer experience. We want to provide more, better, faster…but in order to do that for our customers we have to change entire legacy systems, hire totally new teams, and shift budget dollars from one place to another. Yes, customer experience is a big topic.

Customer Experience 251

Customer Experience Social Media Metrics Call Center 251

Customer Bliss

OCTOBER 7, 2014

Today is a great day for customer experience professionals around the world, as we celebrate and support the work of driving customer driven growth. I hope to connect with you today online. Learn More: Customer Experience Professionals Association (CXPA). Know I’m with you in spirit.

Customer Experience 149

Customer Experience Customer Experience Professionals Events Customers 149

ijgolding

MARCH 27, 2018

Today I am absolutely delighted to share my interview with ex colleague and seasoned Customer Experience Professional, Richard Shenton, Head of Customer Experience Strategy & Operational Excellence, Virgin Media Business – enjoy…. Tell us more about your focus on Customer Experience (CX)?

Customer Experience Professionals 59

Customer Experience Professionals Customer Experience Net Promoter Score Financial 59

Experience Investigators by 360Connext

MARCH 24, 2015

I’m speaking at the Next Generation Customer Experience conference in San Diego this week, but today I got to be an attendee and participate in some great conversations about customer experience. There were sessions on co-creating with customers, social media, and customer journey mapping. Stay tuned!

Insights 236

Insights Customer Experience Customer Journey Mapping 2015 236

MyCustomer

NOVEMBER 3, 2020

CX Leader of the Year would like to keep you informed of all future news, resources, updates, and promotions connected to the annual award. Download the eBook. GDPR data consent. Please tick this box to confirm. . Not a TM Form. Internal or External. Disable T&Cs requirement. Email intro text. Thank you for downloading our resource.

Customer Experience Professionals 52

Customer Experience Professionals 2020 Download Customer Experience 52

Thematic

JUNE 28, 2023

Large Language Models (LLMs) are set to revolutionize the way customers engage with technology and receive personalized services. If you work in customer experience (CX), then hold on to your hat - in this article I’ll explore how LLMs can make a radical difference in your work. Here are the answers: 1.

Customer Experience 62

Customer Experience Social Media Call Center Customers 62

ijgolding

OCTOBER 6, 2014

This blog post is written to mark the second global Customer Experience Day on Tuesday 7th October 2014. Join thousands of CX Professionals all over the world in marking the significance of Customer Experience in our lives today! You can find out about physical and online events throughout the 7th October here.

Customer Experience Professionals 80

Customer Experience Professionals Workshop Customer Experience 2014 80

Customer Bliss

MAY 4, 2017

Tabitha Dunn is a perennial customer experience leader who developed her passion for this work on the fundamentals of process and quality at the master of the genre at the time, Xerox. In our conversation we discuss how specifically one goes about improving business to business customer experience. About Tabitha.

Leadership 160

Leadership Customer Experience Net Promoter Score B2B 160

Customer Bliss

MARCH 30, 2017

When I work with clients, I always set up a “customer room,” which is another way of thinking about customer experience labs. I’ve written about this idea a few times , including in Chief Customer Officer 2.0. And now, customer experience labs have come en vogue in the last couple of years.

Customer Experience 195

Customer Experience Banking Net Promoter Score Call Center 195

Customer Bliss

JUNE 20, 2017

Jackie McAtee, Vice President of Marketing and Customer Experience for Mayfair Medical Imaging, and I discuss her path from hospitality and marketing to her hybrid role of both marketing and customer experience. Teams were now more connected to what was going on. Episode overview. About Jackie.

Innovation 200

Innovation Healthcare Customer Experience Net Promoter Score 200

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

2020 132

2020 Customer Experience Magazine Consulting 132

TechSee

AUGUST 14, 2023

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience and customer service. As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

ShepHyken

JUNE 21, 2019

And amongst that shared audience, their customer experience becomes the expectation set on your brand. Accenture calls these new, slippery customer expectations liquid expectations. Customer expectations are out of your hands. Customer experience has been democratized. Your customers don’t want to wait.

Customer Experience 119

Customer Experience Hotels Consumers Books 119

CX Accelerator

NOVEMBER 11, 2022

Collaboration with Ben Motteram and Nate Brown To transform an organization into one that is more customer centric is a complex task that requires many different skills. Customer experience is multi-disciplinary. CUSTOMER INSIGHTS/MEASUREMENT/ANALYTICS Understanding your customers is at the heart of customer experience.

Customer Journey Mapping 307

Customer Journey Mapping Customer Journey Customer Centricity Customer Insights 307

Alida

APRIL 30, 2021

We’re less than a week away from Alida Activate and we couldn’t be more excited to connect with hundreds of customer experience professionals from around the world and support them on their transformation journey to CX excellence. If you haven’t registered , it’s not too late!

Books 130

Books 2021 Customer Experience Professionals Connections 130

Answer Dash

APRIL 16, 2019

Typically, half of the C-suite struggles with connecting the dots accurately, with further dilution to less than a third of senior executives’ direct reports and just 16% of customer-facing supervisors and team leaders successfully identifying the relationships between corporate priorities and objectives.

Customer Experience 76

Customer Experience Financial Customer Experience Professionals Chief Customer Officer 76

Experience Investigators by 360Connext

OCTOBER 9, 2014

For the second year in a row, customer experience professionals around the globe celebrated Customer Experience Day , affectionately known as CX Day. Customer experience as an industry is still in its infancy. Jeannie with Kristina O’Brien, Director of Customer Experience at SAVO Group.

Social Media 279

Social Media Customer Experience Professionals Consulting Events 279

ClearAction

APRIL 29, 2020

VP Customer Experience Role for Growth Lynn Hunsaker. The VP Customer Experience role is evolving as companies shift to embrace the “purpose of business” proclaimed by Business Roundtable. This position may also be known as Chief Customer Officer or VP of Customer [fill-in-the-blank] (e.g.

Customer Experience 71

Customer Experience Chief Customer Officer Customer Centricity Leadership 71

CSM Magazine

NOVEMBER 3, 2022

Waterfield Tech, a leading global customer engagement solutions provider, today announced research findings detailing a significant lag in the adoption of conversational AI in the contact center. These findings come as Gartner anticipates a 25% increase in 2023 customer satisfaction scores among organizations that use AI.

Telecommunications 52

Telecommunications Virtual Agent Contact Center Customer Experience 52

CX Journey

DECEMBER 14, 2016

I think that describes the customer experience profession, and especially the Customer Experience Professionals Association (CXPA), quite well. There’s a lot of value in connecting with other customer experience professionals, whether those connections are made through the CXPA or not.

Connections 63

Connections Customer Experience Professionals Blog Customer Experience 63

ijgolding

OCTOBER 3, 2016

As I continue to develop my Customer Experience Specialism around the globe, a number of questions are continually raised by the people I meet. Starting an organisations Customer Experience transformation is hard – something I have written about in the past.

Customer Centricity 105

Customer Centricity Customer Experience Chief Customer Officer Customer Journey 105

Customer Bliss

AUGUST 16, 2018

We chat about his progression from running a call center to becoming a CCO, and the work he’s done to get employees and leaders to view B2B operations as more than just a sales approach, but as an overall customer experience journey. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

Customer Experience 111

Customer Experience Chief Customer Officer Call Center B2B 111

PeopleMetrics

AUGUST 27, 2015

So even after the sale has long since been completed, maintaining a consistent B2B customer experience is no easy task. Custom work means specialized support and a variable number of employees, disciplines, and problems up in the air. Where to Start Your Customer Experience Improvement. We'd be happy to chat.

B2B 111

B2B Customer Experience Sales Customer Experience Professionals 111

ClearAction

FEBRUARY 28, 2019

Customer Experience & Marketing Workforce of the Future Lynn Hunsaker. At our company’s leadership summit, I was inspired to hear our leaders on the stage saying with equal voice how important customer experience is alongside with with revenue growth and innovation.”

Customer Experience 61

Customer Experience Marketing Chief Customer Officer Customer Experience Professionals 61

Experience Matters

MARCH 21, 2016

In a recent speech I gave at the Customer Experience Professionals Association (CXPA.org) CustomerSpark event in Dallas, I talked about the importance of focusing on emotion. Give that we’ve called 2016 “The Year of Emotion,” this will be a popular topic for Temkin Group this year.

Connections 86

Connections 2016 Customer Experience Professionals Events 86