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? If the experience exceeds our expectations, we appreciate the extra effort. Come celebrate with us!

Customer Experience 297

Customer Experience 2012 2013 2014 297

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

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.”

Social Media 279

Social Media Customer Experience Professionals Consulting Events 279

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

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

BlueOcean

OCTOBER 8, 2021

The real key to customer loyalty is reliability and consistency. 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. The water utility company, based in the U.K.,

2021 177

2021 Customer Experience Contact Center Government 177

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 131

Marketing Customer Experience Professionals Presentation Consulting 131

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

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

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

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

GetFeedback

DECEMBER 2, 2019

Focusing on your customers will result in increased loyalty, more positive word-of-mouth referrals, and higher spend from your best customers. It costs five times more to sell to a new customer than to sell to a happy one. Your satisfied customers spend 15% more with your brand. First things first. Get the Guide.

ROI 195

ROI Customer Satisfaction Loyalty Measurement 195

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

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

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–>

2019 96

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–>

2019 92

2019 Customer Experience ROI Consulting 92

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. Jackie Huba.

2017 91

2017 Customer Experience Books Consulting 91

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

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

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

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. A CX Consulting. They make our lives better, share their expertise, uplift our spirits, and show profound generosity.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

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

Totango

MARCH 8, 2022

These and other potential benefits make joining a customer success community a winning proposition for CS team members, managers and marketing leaders. Nine Best Customer Success Communities in 2022. Here are nine of the best customer success communities to consider joining. CS in Focus. CSM Practice. Support and Success Boston.

2022 115

2022 Customer Success White Paper Social Media 115

Beyond Philosophy

OCTOBER 6, 2014

This post is part of the Customer Experience Professionals Association’s Blog Carnival “Celebrating Customer Experience.” ” It is part of a broader celebration of Customer Experience Day. Check out posts from other bloggers at [link]. – See more, here.

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

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 Matters

DECEMBER 15, 2015

As this happens companies will need to earn loyalty more frequently and ensure that customers get value from the things that they purchase. In 2016, the need for this training will grow rapidly, and CX professionals will respond by working with their training departments and outside consultants. CX Profession Maturing.

2016 91

2016 Customer Experience Customer Connectedness 2015 91

Beyond Philosophy

OCTOBER 28, 2021

Persuading people to believe in experience management as a driver for business success is essential for Customer Experience professionals. For example, years ago, Beyond Philosophy, my global Customer Experience consultancy, pitched a German insurance company. The post Is Customer Experience Dying?

Customer Experience 97

Customer Experience Net Promoter Score Insurance Leadership 97

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. Harnessing information such as location, language, trends etc. 1] [link]. [2]

Omnichannel 76

Omnichannel Customer Centricity Brands Presentation 76

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. Empathy is equally crucial to the employee experience.

Healthcare 52

Healthcare Airlines 2022 Transportation 52

Bill Quiseng

MARCH 7, 2016

Given the speed at which consumers of all ages are taking to social media to get their issues resolved, customer experience and marketing professionals like myself will need to quickly increase our understanding of how this impacts brand loyalty over the long haul. Chief Customer Fanatic and Founder, Customer Fanatix.

Social Media 123

Social Media Customer Service Brands 2011 123

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

Alida

SEPTEMBER 22, 2016

Authentic companies inspire loyalty,” said Scott Miller, CEO of Vision Critical, in his opening keynote. Customers, especially Millennials , expect transparency and honesty—and they support companies they perceive to be truthful and real. Super important point – authenticity drives loyalty #vcsummit.

2016 267

2016 Innovation Marketing Insights 267

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

Answer Dash

SEPTEMBER 14, 2019

Invest in your CX, and your business will be rewarded with customer accolades and loyalty! This article is written by Jeanne Bliss : Jeanne Bliss is the Founder and President of CustomerBliss, and the Co-Founder of The Customer Experience Professionals Association.

Chief Customer Officer 52

Chief Customer Officer Customer Experience Books Consumers 52

Beyond Philosophy

OCTOBER 25, 2019

As a certified Customer Experience Professional, he helps organizations and leadership change to improve their experience for their team members and customers. Dr. Michelli says he writes about brands that take care of their people and customers in a way that differentiates them in the marketplace.

Hotels 104

Hotels Travel Hospitality 2019 104

ijgolding

JULY 14, 2017

Journey mapping helps to clear the mist, so you can design interactions with purpose, which meet their true goals and deliver the total experience. Like me, Beth is a Customer Experience Specialist and proud to be a Certified Customer Experience Professional (CCXP).

Customer Experience Design 109

Customer Experience Design Customer Experience Banking Airlines 109

Steve DiGioia

DECEMBER 5, 2016

I like the idea of a Customer Room proposed by Jeanne Bliss. I also think that companies should require leaders to spend time answering calls and dealing personally with customer issues. Metrics that focus on customer satisfaction/loyalty, and have a real impact on compensation or advancement, are also essential.

Culture 105

Culture Metrics Workshop Hotels 105