Experience Investigators by 360Connext

MARCH 9, 2015

I’ve seen plenty of Marketing, HR and Technology leaders who have made astounding improvements in the experiences they create for customers. Customer focused organizations smoke the competition. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Customer Experience 287

Customer Experience Chief Customer Officer Customer Experience Professionals Leadership 287

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.

Customer Experience 297

Customer Experience 2012 2013 2014 297

TechSee

JUNE 16, 2022

In his videos, I keep people updated about the latest trends in customer experience, customer service and customer centricity. Tom Hinds, SVP Customer Engagement at Advocate Aurora Health. Jeff is truly obsessed with customer service. Brad Cleveland, Author, Speaker & Consultant.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

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.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

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 !

Customer Experience 251

Customer Experience Social Media Metrics Call Center 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.

2020 153

2020 Customer Experience 2002 Consulting 153

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. John is an “Ex-Disney Guy” and Customer Experience Coach.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

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.

Customer Focused 275

Customer Focused Call Center 2014 Social Media 275

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

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? If you’re going to have a job improving Customer Experience, you should first define which parts of your experience drive value.

Return on Investment 178

Return on Investment Customer Experience Professionals Leadership Consulting 178

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).

Customer Experience 270

Customer Experience Customer Experience Professionals 2015 Roadmap 270

CX Accelerator

NOVEMBER 11, 2022

More very specific skills are then required to deeply engage the organization's workforce around the common objectives that are linked to that strategy. Through his consultancy, CXpert , he works with leaders at some of Australia’s most recognisable brands with the goal of building organisations employees and customers love.

Customer Journey Mapping 307

Customer Journey Mapping Customer Journey Customer Centricity Customer Insights 307

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.

2020 120

2020 Return on Investment Consulting 2019 120

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.

Insights 236

Insights Customer Experience Customer Journey Mapping 2015 236

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. Engaging Preparation Best Practices for Customer Success Management .

Customer Success 98

Customer Success Customer Journey Mapping Consulting 2021 98

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.

Customer Journey Mapping 108

Customer Journey Mapping Workshop Travel Consulting 108

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. There is a significant difference based on how we position it. .

Marketing 162

Marketing Customer Experience Professionals Presentation 2020 162

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.

Net Promoter Score 192

Net Promoter Score ROI Customer Experience Professionals Return on Investment 192

Alida

SEPTEMBER 22, 2016

Start by clearly defining what your company stands for, developing an understanding of how customers engage with your brand and prioritizing lasting emotional connections with consumers. Giving customers a seat at the decision making table #VCSummit #nswartgallery pic.twitter.com/7kDSYh28fC.

2016 267

2016 Innovation Marketing Insights 267

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. As the key strategic initiative, the client experience drives sustainable growth across all of Sandy Spring’s business units.

Banking 143

Banking Leadership Net Promoter Score 2015 143

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.

Customer Experience Professionals 66

Customer Experience Professionals Healthcare Download Retail 66

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. Engaging Preparation Best Practices for Customer Success Management .

Customer Success 52

Customer Success Customer Journey Mapping Consulting 2021 52

Kustomer

NOVEMBER 9, 2023

AI has the potential to revolutionize how businesses engage with their customers, making interactions smarter, more efficient, and more meaningful. 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

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. .

2020 172

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.

Webinar 45

Webinar B2C Customer Experience Professionals Customer Centricity 45

Alida

MARCH 10, 2017

Failing customer experience initiatives are keeping business leaders up at night. According to an Accenture-commissioned study by Forrester Consulting, only seven percent of business leaders think that their company’s shopping experience exceeds customer expectations. CX is a huge business opportunity.

Customer Experience 196

Customer Experience Net Promoter Score Chief Customer Officer Customer Centricity 196

Michelli Experience

JUNE 26, 2018

Humor and Customer Experience. Recently, while consulting for a customer experience client, I had someone ask me how to coach a front-line service professional not to use humor as a weapon against customers. How and when should we use humor to engage customers? Augment creativity.

Customer Experience 73

Customer Experience Consulting Customer Experience Professionals Customers 73

Wootric

FEBRUARY 14, 2019

These authors, speakers, thought-leaders and dedicated customer experience professionals have all helped contribute to the widespread adoption of CX, not just as a strategy, but as a higher goal. Director Analyst: Senior research analyst & executive advisor on Customer Experience at Gartner. Bruce Temkin.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

Beyond Philosophy

OCTOBER 5, 2015

In my experience everyone loves the idea of improving the Customer Experience (CX) until you ask him or her to change their business as usual. Unfortunately, you must have the engagement of the senior leadership to be successful. ” It is part of a broader celebration of Customer Experience Day.

Leadership 153

Leadership Net Promoter Score Consulting Customer Experience Professionals 153

Bold360

JANUARY 19, 2017

She was the first known CCO (Chief Customer Officer) at Microsoft as well as other corporations, pioneering this role. Jeanne is a co-founder and board member of the Customer Experience Professionals Association. He specializes in customer experience, loyalty and engagement. Bill Quiseng.

2017 91

2017 Customer Experience Books Consulting 91

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.

Webinar 40

Webinar B2C Customer Experience Professionals Customer Centricity 40

Confirmit

JUNE 26, 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.

Webinar 40

Webinar B2C Customer Experience Professionals Customer Centricity 40

Beyond Philosophy

MAY 26, 2022

Practically speaking, there are a few implications Dommer’s research has on experiences. As a Customer Experience professional tasked with managing customer behavior and outcomes, here are a few practical suggestions: Start with understanding customers. So, What Should You Do with This Information?

Customer Experience Professionals 78

Customer Experience Professionals Information Definition Connections 78

Beyond Philosophy

MARCH 4, 2019

We discussed how technology and facial recognition are changing how to measure authentic customer emotions in real time on our latest podcast. Our guest, Zhecho Dobrev is a senior consultant at Beyond Philosophy and he shared some of the latest developments in the field. Why Customers Make Strange Decisions.

2005 102

2005 Measurement Consulting Technology 102

Customer Guru

MARCH 1, 2018

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). Working across industries such as manufacturing, IT, and consulting, what has your journey been like?

Customer Centricity 94

Customer Centricity Customer Experience Professionals Metrics 2017 94

Totango

MARCH 8, 2022

Some brands set up their customer success communities to enhance their customer support or to support their marketing efforts. Why Should You Participate in Customer Success Communities? CSM Practice is a CS consulting firm that serves technology and services organizations. CSM Practice. Support and Success Boston.

2022 115

2022 Customer Success White Paper Social Media 115

GetFeedback

DECEMBER 2, 2019

You must do the math to show why keeping customers satisfied, and measuring that consistently, is critical to successful outcomes for the overall business. It’s up to customer-centric leaders to engage the right ways to measure, communicate and take action on it. Here is how to optimize your CSAT score to gain the most value. .

ROI 195

ROI Customer Satisfaction Loyalty Measurement 195