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).

Consulting 61

Consulting Customer Experience Telecommunications Customer Experience Professionals 61

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.,

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

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

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. People call the Hallmark card ‘innovative.’”-@rkbasler Human connections make a huge difference in B2B. Click To Tweet.

Connections 160

Connections B2B Fashion Touchpoint 160

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

Customer Bliss

JULY 4, 2017

Mark Slatin is the Director of Client Experience for Sandy Spring Bank. They won CX Innovation Awards in both 2015 and 2016, so he seemed like a great person to bring on and discuss what he’s doing with his team — and how/why. This helped them win the 2016 CX Innovation award. (I Episode Overview. About Mark.

Banking 143

Banking Leadership Net Promoter Score 2015 143

Kustomer

NOVEMBER 9, 2023

But this journey isn’t just about technology; it’s about embracing a new mindset—a mindset that prioritizes customer-centricity, customer data, personalization, innovation, and adaptability. These thought leaders and experts are at the forefront of innovation in the fields of AI and customer experience.

2023 52

2023 Events E Commerce Blog 52

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

Experience Investigators by 360Connext

SEPTEMBER 27, 2017

Customers will become accustomed to these 24/7 options and won’t stick around for those brands who fall behind. Innovation around AI will be the next great frontier, so your organization better be looking to this future quickly. Self-driving vehicles and drones will be wandering our neighborhoods soon.

Net Promoter Score 244

Net Promoter Score 2017 Banking Metrics 244

Oracle

MARCH 1, 2021

In celebration of Women’s History Month, we’re highlighting some of the top female pioneers in customer experience (CX). Female innovators in CX technology have shaped the field since the earliest days and continue to create change and exciting new experiences, technology, and ideas.

2021 81

2021 Technology Workshop Advertising 81

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.

Consulting 75

Consulting Customer Experience Professionals Innovation Sales 75

Beyond Philosophy

FEBRUARY 10, 2020

Innovation to imitation is down to weeks. 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. Business Growth has been a challenge for many businesses.

2020 172

2020 Hospitality Return on Investment Telecommunications 172

GetFeedback

DECEMBER 2, 2019

Are you offering them experiences that earn those higher feelings of satisfaction and delight or are the scores so incredibly consistent they don’t really enlighten you with how your customers are feeling? Your employees will also start seeing what customers like and don’t like. Benchmark your CSAT score against your industry.

ROI 195

ROI Customer Satisfaction Loyalty Measurement 195

Oracle

MARCH 11, 2020

Female pioneers in CX technology have been shaping the field since the earliest days and continue to create change and exciting new experiences, technology, and ideas. Today, women in CX are driving innovation, rethinking what the customer experience means, and bringing these insights to new industries and audiences.

2020 83

2020 Technology Chief Customer Officer Customer Journey Mapping 83

GetFeedback

JULY 19, 2019

Voice of the Customer results should lead to innovation around customer experience. . A few creative ways I’ve seen organizations use VoC feedback to engage their employees: USAA created the Innovation Community for Enterprise (ICE) to encourage employee suggestions and proposals to improve customer experience.

Net Promoter Score 230

Net Promoter Score NPS Customer Journey Mapping Feedback 230

CX University

JANUARY 27, 2019

The partnership between the two organizations is meant to create a wider reach to Qatar-based CX professionals and aspiring practitioners. CX University is the first comprehensive online learning platform who specifically trains customer experience professionals. www.cxessentials.com.

Workshop 49

Workshop Customer Experience Professionals 2019 Consulting 49

CX Journey

MARCH 14, 2017

It seems ironic to me that companies are in business to create and to nurture customers , and yet they are unable to do what is necessary to actually create and nurture customers! It seems strange to me that companies that are not constantly innovating, evolving, and focusing on the customer are even still in business.

Customer Experience Professionals 59

Customer Experience Professionals Innovation 2017 Technology 59

Innovative CX

FEBRUARY 26, 2019

As we know all functions have some role in the end-to-end customer experience. There is one function that plays an important role in managing the customer’s journey in organizations, that of the customer experience professional. What’s in a name? One final thought. as identified by the CXPA

CEM 40

CEM Customer Experience Professionals ROI Webinar 40

Tricia Morris

DECEMBER 18, 2015

It’s easy when you’re asked about trends to talk about an innovative technology or feature you know is going to create a buzz. Jeanne Bliss: Chief Customer Officer Author and CXPA Co-founder. Sumair Dutta: The Service Council Chief Customer Officer and Former Aberdeen Customer Experience Analyst.

2016 72

2016 Chief Customer Officer Customer Service 2015 72

Experience Matters

NOVEMBER 24, 2014

I attended last night’s Oklahoma City Thunder game to participate in a ceremony awarding the NBA team’s partners with a CX Innovation Award from the Customer Experience Professionals Association ( CXPA.org ). Actually, the Thunder won the award for its fan experience efforts.

Sports 123

Sports 2012 Customer Experience Professionals Consulting 123

Confirmit

MARCH 19, 2019

Confirmit surveyed 700 customer experience professionals and we’ve crunched the numbers to reveal the five habits that underpin the most successful programs. Listen to Shelly Chandler, VP, Customer Experience Consulting at Confirmit as she reveals the habits you need to adopt to get your program to fly.

Net Promoter Score 40

Net Promoter Score Webinar 2019 Customer Experience Professionals 40

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. They make our lives better, share their expertise, uplift our spirits, and show profound generosity. Why we love Augie: He’s the Sr.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

ijgolding

SEPTEMBER 13, 2018

Having worked with my good friend, Stefan Osthaus, for many years, it is never a surprise to constantly find him looking for new, innovative ways to help others improve their effectiveness in the field of customer experience. As a CX leader and consultant I have been there, done that … I am wearing the T-shirt!

Roadmap 67

Roadmap Books Consulting Workshop 67

Amity

APRIL 25, 2016

Alex curates the Customer Success Newsletter which is a weekly curated collection of 4 helpful articles from around the Customer Success community. The Customer Success Newsletter. Customer Success Expert - Glide Consulting. The Glide Consulting Blog. Director of Customer Success Education - CSM Practice.

Customer Success 96

Customer Success Chief Customer Officer Consulting Blog 96

Beyond Philosophy

JANUARY 12, 2022

Goebel would encourage Customer Experience professionals to talk to product colleagues about the possibilities that come from connecting previously offline products and tieing that data stream directly into the contact center – not the product team alone. appeared first on CX Consulting.

Contact Center 78

Contact Center Connections Competitive Advantage Technology 78

Confirmit

APRIL 15, 2019

Just a series of silo-entrenched feedback points and a very limited view of what really mattered to customers. They underpinned this revolution with a customer-oriented, cross-functional approach. Jeanette is driven to make Ecores’ customers lives better. Director, CX Consulting, Confirmit. Join us to find out.

Customer Experience 40

Customer Experience Webinar B2C Roadmap 40

Second to None

SEPTEMBER 23, 2019

Most customer experience professionals are familiar with the omnichannel strategy ; one which strives to create a fluid experience across all channels and platforms by utilizing centralized customer data and tracking previous interactions.

Omnichannel 76

Omnichannel Customer Centricity Brands Presentation 76

Comm100

MARCH 8, 2017

Connect with this customer service expert on Twitter today to make sure that your company doesn’t miss out! Chelsea Krost is a self-named Millennial spokesperson and brand consultant. Follow Martins on Twitter to see why he was named one of The Huffington Post’s Top 100 Customer Service Management Experts. Chelsea Krost.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

Think Customers

MARCH 21, 2023

The power of connectivity was on brilliant display this month in Salt Lake City, where approximately 10,000 customer experience professionals gathered to soak up inspiration and new ideas to deploy upon returning home. Five years in the works, free in-flight wi-fi is now available on 80% of Delta’s U.S.

Healthcare 52

Healthcare Airlines 2022 Transportation 52

SurveySensum

JULY 14, 2020

He is the author of ‘Be Your Customer’s Hero’, the founder of the popular Customers That Stick® blog, the Co-Host of the Crack the Customer Code podcast, and the creator of multiple virtual training courses on customer service and experience. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Customer Bliss

MARCH 30, 2017

A look inside the Wendy’s customer experience lab outside of Columbus, OH. When Wendy’s did their customer experience lab, they staffed it with engineers, customer experience professionals, and user experience professionals. The yin and yang of customer experience labs.

Customer Experience 195

Customer Experience Banking Net Promoter Score Call Center 195

Lumoa

JANUARY 9, 2018

Read the full answers: Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution. Much of the improvement has been driven by advancements in product innovation and digital technology. With rising customer expectations, good service is no longer good enough.

2018 141

2018 Customer Experience Competitive Advantage 2017 141

ijgolding

JANUARY 15, 2016

However…there is usually one of those…there are still A LOT of people who DO NOT recognise Customer Experience – either as something of significant importance to business strategy OR as a profession at all. It is because to become a CCXP you MUST possess the knowledge AND experience of utilising and applying a set of core competencies.

Customer Experience 56

Customer Experience Customer Experience Professionals Customer Centricity 2016 56

Kustomer

SEPTEMBER 6, 2018

Michael is the Principal and founder of the consultancy The Pace of Service , which helps organizations to realize the full benefit of Customer Service, Social Business, Business Process Management, and People Leadership. Customer’s expectations are pacing with the speed of technology and process innovation.

E-support 61

E-support Contact Center Books Leadership 61

Strativity

AUGUST 5, 2014

His company, Temkin Group, is a research and consultancy focused on enterprise-wide customer experience transformation. They’ve helped many of the world’s largest brands build customer loyalty by accelerating their CX journeys and avoiding many of the pitfalls along the way. For more information visit [link].

Customer Journey Mapping 40

Customer Journey Mapping Customer Journey 2014 Customer Centricity 40

ClearAction

OCTOBER 2, 2017

Customer Experience Professionals’ Essential Toolkit optimizecx. Customer experience tools are just as important to success as a carpenter’s tools are. Likewise, customer experience professionals need to master basic customer experience tools to get the job done.

Customer Experience Professionals 78

Customer Experience Professionals Customer Experience Customer Journey Mapping Presentation 78

Lumoa

OCTOBER 31, 2018

Our guests have multiple years of experience in managing and consulting customer experience management in global companies and now lead their own businesses helping companies make customers happier. Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution.

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64