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 a little bit about your working background: Richard.

Customer Experience Professionals 59

Customer Experience Professionals Customer Experience Net Promoter Score Financial 59

Kustomer

DECEMBER 31, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Annette Pedroza to learn about building a customer centric culture. Listen Now: Listen to “Anntte Pedroza | Building a Customer Centric Culture” on Spreaker. TRANSCRIPT. Absolutely.

Customer Centricity 59

Customer Centricity Culture Leadership Net Promoter Score 59

TechSee

AUGUST 14, 2023

Follow on LinkedIn Jeanne Bliss , Founder & CEO at Customer Bliss Jeanne Bliss is the Founder and President of CustomerBliss and Co-Founder of The Customer Experience Professionals Association. ” His articles have appeared in numerous professional journals, and he has appeared live on ABC News and Fox Business.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

CX Accelerator

NOVEMBER 11, 2022

Traditionally, Human Relations departments have not been created with the primary goal of improving culture or EX so we would place this function within the CX team where the link between EX and CX has been recognized for years. Resource: Fusion: How Integrating Brand and Culture Powers the World’s Greatest Companies by Denise Lee Yohn.

Customer Journey Mapping 307

Customer Journey Mapping Customer Journey Customer Centricity Customer Insights 307

CX Journey

MARCH 12, 2015

As companies focus inward to understand how to achieve their customer experience goals, the term “engagement” is often used interchangeably with “culture.” The two terms are related, and they’re both elements of customer experience improvement. Prompts might include: “We know who is responsible for the customer.”

Culture 66

Culture Engagement Customer Centricity Entertainment 66

CX Journey

MARCH 1, 2017

How do you know if the work you're doing to transform your company's culture is effective and is making an impact? CX Network and Forrester's Sam Stern collaborated on a report titled Leading Indicators of an Effective Culture Transformation , which identifies how to track indicators of progress toward customer-centricity.

Customer Centricity 50

Customer Centricity Culture Customer Experience Professionals ROI 50

CloudCherry

MARCH 8, 2019

She is the Founder and President of CustomerBliss, and the Co-Founder of The Customer Experience Professionals Association. Jeanne has over 20 years of experience into ‘Customer Experience’ as she learned early on from her father. Jeanne Bliss.

Chief Customer Officer 285

Chief Customer Officer 2006 Customer Experience Professionals Consulting 285

CloudCherry

MARCH 19, 2018

80% of companies say they deliver “superior” customer service while only 8% of people think these same companies deliver “superior” customer service. Getting started with a Customer Experience strategy is generally never a problem for brands. Not a lot of companies are doing that.

Customer Experience 247

Customer Experience Lifetime Customer Financial Culture 247

CX University

NOVEMBER 7, 2023

To meet the market demands for quality online instruction and preparation for Certified Customer Experience Professional (CCXP), CX University (CXU) launches its CCXP Exam Prep Course.

Roadmap 52

Roadmap Customer Experience Professionals 2016 ROI 52

CX University

OCTOBER 5, 2021

On October 5, 2021, Dr. Latib will join FPL virtually to lead the topic on Creating a Culture of Experience Obsession. This day is also the global #CXDay, where Customer Experience professionals around the world recognize the profession and its advancement. How to say “No” without saying “No.”

Engagement 94

Engagement 2021 Banking Culture 94

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. Tapping into Customer Personas. One of the guiding principles, in fact, states that “culture + governance = execution.”.

2021 177

2021 Customer Experience Contact Center Government 177

Lumoa

OCTOBER 24, 2023

Customer Experience (CX) hinges upon customers’ sentiments. Happy customers are satisfied customers who will return to help your business. One surefire way to deliver happiness to customers is to create a culture of happiness within the company.

Competitive Advantage 83

Competitive Advantage Customer Experience Net Promoter Score Culture 83

ClearAction

SEPTEMBER 25, 2022

CCXP exam (Customer Experience Professional Certification) competencies are a guide to highly profitable customer experience management. Pulling together all of this, you create your customer experience strategy. Accordingly, CCXPs have privileges in the Customer Experience Professionals Association.

Customer Journey Mapping 62

Customer Journey Mapping Financial Customer Experience Professionals Metrics 62

Beyond Philosophy

DECEMBER 31, 2019

In some cases, organizations thought forming a Customer Experience team was the solution to the Customer Experience problem. However, it is only the first step in a broader cultural change. Prediction #4: Measurement will become a higher priority for Customer Experience professionals.

2020 153

2020 Customer Experience 2002 Consulting 153

Experience Investigators by 360Connext

OCTOBER 6, 2014

What if your company spread the news about great experiences just as much as bad ones? Customercentric culture is all about being proactive. If customers are complaining about the same issue over and over again, it’s time to figure out what’s really going on. Happy Customer Experience Day!

Customer Focused 275

Customer Focused Call Center 2014 Social Media 275

TechSee

JUNE 16, 2022

Jeff is truly obsessed with customer service. As an author, consultant, and trainer, he helps organizations develop customer-focused cultures. Jeff’s Inside Customer Service blog has been recognized as one of the Top 50 customer service blogs on the planet. Jeanne Bliss, Founder and CEO at Customer Bliss.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Beyond Philosophy

MARCH 19, 2020

Moreover, Forrester said that one in four people in the Customer Experience industry would lose their jobs this year. 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.

Net Promoter Score 192

Net Promoter Score ROI Customer Experience Professionals Return on Investment 192

CX University

OCTOBER 12, 2021

PHILADELPHIA, PA – October 12, 2021 – The Customer Experience Professionals Association (CXPA) updated their professional certification exam (CCXP) on October 5, 2021 and CX University’s (CXU) online courses are congruent with the new exam content domains.

Definition 98

Definition 2021 2014 ROI 98

Experience Investigators by 360Connext

SEPTEMBER 17, 2019

CX Day is a day all about learning, sharing, and celebrating with the Customer Experience community. The first wave of customer experience professionals have had to create our own paths. There was no text book or standard curriculum when it came to customer experience. Why do we do this?

2019 146

2019 Social Media Webinar Events 146

CloudCherry

MARCH 19, 2018

80% of companies say they deliver “superior” customer service while only 8% of people think these same companies deliver “superior” customer service. Getting started with a Customer Experience strategy is generally never a problem for brands. Not a lot of companies are doing that.

Customer Experience 150

Customer Experience Lifetime Customer Financial Culture 150

Experience Investigators by 360Connext

OCTOBER 1, 2019

Customer experience professionals, enthusiasts and change agents around the world are celebrating today. CX Day is all about celebrating our success, learning from our amazing community, and looking to the future of customer experience. Watch: Building (and sustaining) a Customer-Centric Culture.

2019 137

2019 Webinar Customer Centricity Culture 137

Customer Guru

AUGUST 21, 2018

John is an “Ex-Disney Guy” and Customer Experience Coach. He has been successful in showing businesses, teams and communities how to create a Disney-like experience and culture. He brings a wealth of knowledge and hands-on experiences to his keynotes and seminars. John Formica Follow @JohnFormica.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

delighted

AUGUST 4, 2023

How can you navigate that feeling to uphold your organization’s feedback-forward culture, while protecting your mental health? In this post, we’ll cover 5 tips for digesting negative feedback to reduce the likelihood of feedback burnout as a customer experience professional. Let’s dive in.

Feedback 78

Feedback Management NPS Customer Experience Professionals 78

CX Accelerator

JUNE 27, 2019

Originally posted on the Rustici Software Blog Last month, I presented to the Nashville Network of Customer Experience Professionals Association (CXPA) and shared how we’ve built a remarkable place to work at Rustici Software and how that leads to providing exceptional service to our customers.

Culture 243

Culture Customers Customer Experience Professionals Blog 243

ijgolding

MARCH 20, 2018

Today I am absolutely delighted to share my interview with passionate Customer Experience Professional, Kathy van de Laar – enjoy… Ian. What is it that motivated you to advance your career in the customer experience profession? I recently did a customer journey mapping project with a Dutch retailer.

Culture 61

Culture 2004 Customer Journey Mapping Customer Centricity 61

Experience Investigators by 360Connext

JANUARY 28, 2020

Anxiety is ramping up for senior leaders focused on customer experience, and it’s not difficult to understand why. According to Forrester’s 2020 Predictions , 1 in 4 customer experience professionals will lose their job this year. Image credit: Forrester.

2020 250

2020 Net Promoter Score ROI Metrics 250

CX University

NOVEMBER 21, 2023

CX University CX University launched their first online courses in 2016, the CX Foundations Series, offering six online courses covering the core concepts of the Customer Experience discipline.

Roadmap 52

Roadmap 2016 ROI Customer Experience Professionals 52

COPC

OCTOBER 16, 2023

The younger generations now see little reason to want to be in an office when, from their perspective, they can replicate the cultural norms via Slack (or other platforms) and visual storytelling vs. water coolers and lunchrooms.

Leadership 94

Leadership Transportation Workshop Contact Center 94

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

Customer Bliss

MARCH 26, 2019

The work is interesting, but what really drives the work is culture. It’s the same reason I co-founded the Customer Experience Professionals Association. How did you stop and pause? I call it the underbelly; how did each guest navigate the underbelly of their organization, in order to succeed?

Leadership 181

Leadership Chief Customer Officer 2019 Customer Experience Professionals 181

Experience Investigators by 360Connext

MAY 17, 2018

The Customer Experience Professionals Association (CXPA) 2018 Insight Exchange offered CX experts and professionals of all kinds, various titles and comfort levels a few days to learn, connect and get inspired. Cultural transformation is never easy. How will you ever really change your culture?

Leadership 161

Leadership 2018 Culture Customer Experience Professionals 161

InMoment XI

MARCH 6, 2024

In the spirit of helping teams adopt an integrated CX approach, we gathered some of the best quotes on customer experience: what it means, how rewarding it can be for brands, what it involves, and how to plan strategically. Don’t waste customers’ time asking them questions unless you are prepared to act on what they say.”

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

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. Understanding the culture of the company was also a journey in itself. About Lee Roquet.

Customer Experience 111

Customer Experience Chief Customer Officer Call Center B2B 111

Zeisler Consulting

MAY 27, 2021

Number Five makes good sense if you’re trying to build a culture that truly does put your Customers at the heart of all you do. Naturally we look for compassion and Customer-centricity in the team members we bring onboard. If you want a good CX culture, sure you’ll want to hire people with a passion for serving Customers.

Customer Centricity 72

Customer Centricity Fashion Culture Customer Satisfaction 72

Think Customers

DECEMBER 12, 2014

Companies with customer-obsessed cultures--think USAA or Southwest Airlines--differentiate themselves in their industries and earn major financial benefits as a result.

Airlines 75

Airlines Customer Experience Professionals Culture Financial 75

PeopleMetrics

APRIL 4, 2017

Not only is customer experience improvement based on a deep understanding of where interactions with customers fail to meet expectations, the ability to drive customer experience innovation can thrive only in an environment where ‘fear of failure’ isn’t part of the organizational culture.

Culture 94

Culture Innovation Books Customer Experience Professionals 94

Experience Investigators by 360Connext

MARCH 24, 2015

It’s vital to get rid of acronyms and business speak so it doesn’t sneak into customer service conversations, sales calls, or customer conversations, because it inevitably will! Improving customer experience starts with a commitment to change the culture. But I’ll bet on better experiences for everyone.

Insights 236

Insights Customer Experience Customer Journey Mapping 2015 236