Customer Guru

MARCH 7, 2018

Nienke Bloem is an acclaimed Customer Experience (CX) consultant and a distinguished keynote speaker on CX. Her passion for the field of customer experience is evident in her credentials and her work. Nienke is a certified Customer Experience Professional (CCXP).

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Consulting Customer Experience Telecommunications Customer Experience Professionals 61

ijgolding

OCTOBER 6, 2014

Join thousands of CX Professionals all over the world in marking the significance of Customer Experience in our lives today! What you are about to read are the exploits of one Customer Experience Professional as he went about his business during a working week. Today is an exciting one.

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Customer Experience Professionals Workshop Customer Experience 2014 80

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. “Worlds are colliding because it all comes back to customer experience.”

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Social Media Customer Experience Professionals Consulting Events 279

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? Investing in not just acquiring customers, but keeping them long-term, can pay off in huge dividends.

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Customer Guru

AUGUST 8, 2018

While there are many experts on this field, we have created a list (in alphabetical order) of customer experience influencers (experts, speakers, consultants, and authors) who are leaders. Adam is a globally recognized expert on customer experience. Bruce is widely regarded as a customer experience visionary.

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Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

TechSee

JUNE 16, 2022

At Gartner, Michelle is a cross-practice leader of emerging theme, Digital Twin of a Customer, a co-leader of Total Experience (Top Strategic Technology Trend), and the industries lead for CX CORE (Customer Organization Relationship Experience). Jeff is truly obsessed with customer service. Follow on LinkedIn.

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Customer Service Contact Center 2022 Magazine 251

Beyond Philosophy

DECEMBER 31, 2019

I also shared the research I undertook in the last quarter of 2019 to position my global Customer Experience consultancy in the marketplace. . Customer Experience has matured. In 2002, when I started Beyond Philosophy, Customer Experience was an area that was only forming. Ideas also get trendy.

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Experience Investigators by 360Connext

FEBRUARY 4, 2019

So what should today’s customer experience professional do about all these touchpoints? Owning the never-ending list is part of the customer experience professionals role now. Change or eliminate touchpoints that aren’t working for the customer’s benefit.

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Touchpoint Customer Experience Professionals Advertising Social Media 173

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. Kerry Bodine has established the consulting firm, Kerry Bodine & Co.,

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Customer Experience Consulting Books Customer Experience Professionals 115

Beyond Philosophy

FEBRUARY 3, 2020

For example, if I were to tell you Forrester, a global research company, predicted that 1 in 4 Customer Experience professionals would lose their jobs this year, does that sound like good news? It doesn’t seem to be to me—and probably not to you if you happen to have a job title with Customer Experience in the title.

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Marketing Customer Experience Professionals Presentation Consulting 131

Beyond Philosophy

JANUARY 23, 2020

Forrester predicted that one in four Customer Experience Professionals will lose their job in 2020. Why are so many Customer Experience professionals facing the ax this year? The post Why Your CX Job is Probably on the Line This Year appeared first on Customer Experience Consulting.

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Return on Investment Customer Experience Professionals Leadership Consulting 178

Experience Investigators by 360Connext

JUNE 17, 2015

I’m a Certified Customer Experience Professional (CCXP) and I’ll be sharing some of my best tips in our next webinar. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. Want to get a head start and learn some expert tips? Join me for free !

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Customer Experience Social Media Metrics Call Center 251

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.

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Net Promoter Score Metrics Effort Score 2015 234

Beyond Philosophy

MARCH 19, 2020

We realized that we needed to make a more reliable connection between how having a customer-centric culture that puts the customers’ needs first leads to customer-driven growth. Moreover, we need to train Customer Experience professionals to measure how their efforts lead to it.

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Net Promoter Score ROI Customer Experience Professionals Return on Investment 192

CX Journey

MARCH 21, 2018

Image courtesy of Pixabay What's in your customer experience strategy budget? Traditionally, customer experience professionals have no budget. Despite that, customer experience professionals still need to develop a budget for the work that they do and for the resources they need for that work.

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Customer Journey Mapping Workshop Travel Consulting 108

CX Accelerator

NOVEMBER 11, 2022

Ben Motteram is an internationally recognised thought leader, corporate advisor and keynote speaker who has been named one of the world’s most influential voices in the field of customer experience. As a passion project, Nate created , CX Accelerator , a first-class virtual community for Customer Experience professionals.

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Customer Journey Mapping Customer Journey Customer Centricity Customer Insights 307

Experience Investigators by 360Connext

APRIL 6, 2015

With 15+ years of experience in the CX field, Tabitha also. serves as a CX Expert with the Customer Experience Professionals Association and is. a Certified Customer Experience Professional (CCXP).

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Customer Experience Customer Experience Professionals 2015 Roadmap 270

Beyond Philosophy

JANUARY 17, 2020

I began working in Customer Experience nearly twenty years ago. I was into Customer Experience before it was a corporate term bandied about by consultants and marketing conferences. ” Unfortunately, many organizations don’t understand how to improve the Customer Experience.

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2020 Return on Investment Consulting 2019 120

The DiJulius Group

AUGUST 25, 2021

In this week’s episode, Dave Murray, Senior Customer Experience Consultant for The DiJulius Group, sits down with Jack Mackey who’s listed in the Who’s Who of Customer Experience and is a founding member of the Customer Experience Professionals Association.

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Loyalty Customer Experience Professionals Consulting Article 52

Beyond Philosophy

FEBRUARY 6, 2020

In another article, I shared the information that Forrester, a global research company, predicted that 2020 would be the year that 25 percent of Customer Experience professionals would lose their jobs because of a lack of results they could demonstrate. Follow Colin Shaw on Twitter @ColinShaw_CX.

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Marketing Customer Experience Professionals Presentation 2020 162

Experience Investigators by 360Connext

OCTOBER 6, 2014

This post is part of the Customer Experience Professionals Association’s 2014 Blog Carnival. It is part of a broader celebration of Customer Experience Day. . 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

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Experience Investigators by 360Connext

MARCH 24, 2015

I am so thankful to hear about more than data and be surrounded by so many dedicated customer experience professionals. But I’ll bet on better experiences for everyone. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

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Insights Customer Experience Customer Journey Mapping 2015 236

BlueOcean

OCTOBER 8, 2021

Removing pain points FIRST, is far more valuable than trying to delight customers. This shift has led to the advent of the Customer Service Officer, a role that didn’t even exist just a short time ago. spent years planning the roll out of smart meters to their customer base. The water utility company, based in the U.K.,

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ChurnZero

FEBRUARY 9, 2021

Instructor: Rick Adams , Author, Trainer, Consultant and Business Owner, Practical CSM. Additional courses by Practical CSM: Business Fundamentals for Customer Success Managers. Onboarding and Adoption Best Practices for Customer Success Management.

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Customer Success Customer Journey Mapping Consulting 2021 98

Beyond Philosophy

JUNE 26, 2021

In this episode, we share 7 essential books for any Customer Experience professional to read, ideally in a tropical locale with a fruity drink in hand. Key Ideas to Improve your Customer Experience. a 90s bestseller that changed his life by urging him to start his own global Customer Experience Consultancy.

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Books Customer Experience Professionals Consulting Financial 68

Beyond Philosophy

JANUARY 25, 2019

Or perhaps it might be more accurate to say, it is suffering from a lack of proof about the results Customer Experience strategy is getting. It is time for all Customer Experience professionals to champion the ROI of their Customer Experience. The problem is many of our champions do not know how. <!–more–>

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2019 Customer Experience ROI Consulting 96

Beyond Philosophy

JANUARY 25, 2019

Or perhaps it might be more accurate to say, it is suffering from a lack of proof about the results Customer Experience strategy is getting. It is time for all Customer Experience professionals to champion the ROI of their Customer Experience. The problem is many of our champions do not know how. <!–more–>

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2019 Customer Experience ROI Consulting 92

ijgolding

MARCH 10, 2015

Whether you are a teacher, a doctor, an accountant, a sales rep, an IT consultant or an artist, some days will be better than others. Customer Experience Training CX Professionals customer experience customer experience professionals emotional experience'

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Customer Experience Customer Experience Professionals Consulting Sales 113

Confirmit

JANUARY 8, 2020

A Voice of the Customer (VoC) program can have a measurable financial impact for organizations by enabling improvements in key metrics such as customer churn, customer spend, and cost of service. Fewer Customer Service Complaints. Consultancy Spend. Get an ROI Consultation. Human Resources. Compliance.

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ROI Definition Document Customer Experience Professionals 52

Beyond Philosophy

JANUARY 22, 2022

Here are a few key moments in the discussion: 03:21 Colin describes how what he is seeing in business today regarding customer experience feels familiar to what was happening over two decades ago with CRM. 08:34 We get into what Customer Science is and what it is capable of doing for businesses today. The post Watch Out!

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Oracle

DECEMBER 18, 2020

CX podcasts are one of the most effective ways to keep your finger on the pulse of the customer experience industry. Remarkable experiences that stand alone have plenty to teach those seeking to improve and make memorable their own modern CX efforts. CX Network Podcast Series. The CX Files.

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Customer Experience Professionals Healthcare Download Retail 66

Beyond Philosophy

FEBRUARY 10, 2020

They enlisted our global Customer Experience consultancy to improve their Net Promoter Scoreâ (NPS)* by 40 points over 30 months, which led to a 10 percent rise in shipping volumes. In other words, if you improve your Customer Experience, you will enhance your customer-driven growth. .

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2020 Hospitality Return on Investment Telecommunications 172

Confirmit

JULY 10, 2019

If they don’t trust – customers certainly won’t. Director, CX Consulting, Confirmit. Brad is a seasoned customer experience professional with decades of experience leading and managing programs to enhance the customer experience in a wide variety of industries.

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Webinar B2C Customer Experience Professionals Customer Centricity 45

Beyond Philosophy

FEBRUARY 3, 2020

For example, if I were to tell you Forrester, a global research company, predicted that 1 in 4 Customer Experience professionals would lose their jobs this year, does that sound like good news? It doesn’t seem to be to me—and probably not to you if you happen to have a job title with Customer Experience in the title.

Marketing 78

Marketing Customer Experience Professionals Presentation Consulting 78

Experience Investigators by 360Connext

MARCH 15, 2018

I recently spoke in Kansas City and was invited to visit the iconic Hallmark Headquarters, thanks to Rhonda Basler , a friend from the Customer Experience Professionals Association. Rhonda also asked me some questions about the importance of human evaluation at the intersection of marketing and customer experience.

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Innovative CX

OCTOBER 17, 2018

While it may feel like freshman year, I certainly hope I bring some senior experience to the table! After years of contemplation and months of planning, today, I’m launching, Innovative CX Solutions, LLC a boutique consulting firm specializing in customer experience, sales and service experience design and talent development.

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Consulting Customer Experience Professionals Innovation Sales 75

Experience Investigators by 360Connext

SEPTEMBER 27, 2017

This post was written to commemorate global CX Day, and is one of many being featured in the Customer Experience Professionals Association’s 2017 CX Day Blog Carnival: Top Insights from CX Thought Leaders. The post 5 Top CX Trends For Survival in the Age of the Customer appeared first on Customer Experience Consulting.

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Net Promoter Score 2017 Banking Metrics 244