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

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

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

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

ijgolding

MARCH 20, 2018

Today I am absolutely delighted to share my interview with passionate Customer Experience Professional, Kathy van de Laar – enjoy… Ian. I still hear things like: ‘I treat my customers how I want to be treated’ instead of how they want to be treated. Tell me about your background. I started EarlyBridge in 2004.

Culture 61

Culture 2004 Customer Journey Mapping Customer Centricity 61

Experience Matters

MAY 12, 2015

We additionally compared CX laggards with CX leaders and discovered that the leaders have stronger financial results, have more customer-centric cultures, focus more on internal communications, are stronger at customer insights and change management, and are better at digital interactions.

2015 106

2015 Customer Connectedness Management 2014 106

Thematic

JUNE 28, 2023

I chose the following: Then, I asked for five examples of how LLMs will affect the work of customer experience professionals. LLMs for personalized experiences on tap: This has potential, but I’m not convinced the technology is there yet. Here are the answers: 1. You'll learn a lot in the process!

Customer Experience 62

Customer Experience Social Media Call Center Customers 62

Experience Matters

DECEMBER 15, 2015

In this environment, we expect to see: Culture Change Intensifying. Peter Drucker once said, “ Culture eats strategy for lunch.” We agree and believe that customer experience is a reflection an organization’s culture and operating processes. Effort Metric Expanding. Speech Analytics Piloting.

2016 91

2016 Customer Experience Customer Connectedness 2015 91

Lumoa

APRIL 21, 2022

People who lead Customer Support functions are very well aware of the challenges. You are also very well aware of where you want to go; RevOps, with 69% of you saying your primary reason for gathering customer insights is to increase revenue and reduce churn. They help define customer journeys and emotions.

Banking 83

Banking Customer Satisfaction Webinar Insights 83

Customer Bliss

MAY 4, 2017

Prior to joining Concur, Tabitha built and led the Customer Insights practice for Citrix as the Managing Director of Customer Insights and developed the CX programs for the Healthcare division of Philips as thecGlobal Director of Customer Experience. Some Background On Tabitha’s Career. Dashboards!

Leadership 160

Leadership Customer Experience Net Promoter Score B2B 160

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?

CEM 40

CEM Customer Experience Professionals ROI Webinar 40

Storyminers

MAY 8, 2017

They all use the six customer experience pillars. Interestingly, the one that’s currently receiving the least amount of attention is Experience Design Improvement & Innovation.

Innovation 76

Innovation ROI Customer Experience Professionals Customer Centricity 76

ijgolding

JANUARY 15, 2016

They also demonstrate why it is so important for CX to be recognised as a PROFESSION – for the world to recognise that CX is not some fictional business fad, but a genuine, fact based professional occupation. 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

ijgolding

OCTOBER 3, 2016

Whilst many – if not most – organisations are doing lots of ‘stuff’ connected to the Customer Experience, the reason why many – if not most – are finding it hard to SUSTAIN their organisations focus on it, is because they are failing (or unable) to connect all of the ‘stuff’ together.

Customer Centricity 105

Customer Centricity Customer Experience Chief Customer Officer Customer Journey 105

Lumoa

JANUARY 19, 2023

Whether your company is using the Balanced Scorecard , OKRs (Objectives and Key Results), SMART , or simple KPIs , this will help you align the work of your future customer experience department to goals everyone in the company cares about. They have responsibilities of both people management and project management.

Customer Experience 94

Customer Experience Net Promoter Score Metrics NPS 94

CX Journey

MAY 3, 2016

The Customer Experience Professionals Association (CXPA) was established in 2011 to support and to advance the customer experience profession, to set standards for the profession, and to increase the visibility of these long-unsung heroes. Best practices and customer stories are shared regularly with employees.

Customer Experience 40

Customer Experience Customer Experience Professionals ROI 2011 40

Customer Bliss

MARCH 30, 2017

Visually, a slice of it looks like this: And that’s actually a good place to start in general on the idea of customer experience labs: what are they, why do companies typically use one, and what’s the desired end state? What are customer experience labs?

Customer Experience 195

Customer Experience Banking Net Promoter Score Call Center 195

CX Journey

DECEMBER 13, 2018

How to Build a CX Team Within the CX Team, the Customer Experience Director (or Customer Insights Director) leads the charge. Hiring without a Customer Insights Team in Place The CX cycle begins and ends with customer insights (the Voice of the Customer program).

Insights 33

Insights Customer Insights Leadership Insurance 33

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. Some hints: big data, omnichannel, personalisation, AI and organizational culture. Don’t underestimate culture.

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). LinkedIn : [link]. Website : [link]. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Experience Investigators by 360Connext

OCTOBER 5, 2021

What Does a Customer Experience Professional Do? Customer experience professionals have many different titles and many different job descriptions. There are CX leaders who focus primarily on customer insights, like Voice of the Customer programs.

2021 367

2021 Social Media Contact Center Customer Journey Mapping 367

SmartKarrot

JUNE 11, 2021

This course helps you understand the job of a customer success manager. You will be prepared to handle a customer success manager job interview. You will also learn customer profiling and all about customer success gaps. Certified Customer Experience Professional (CCXP) program by CXPA.

2021 22

2021 Customer Success Workshop Customers 22

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

SmartKarrot

MARCH 8, 2022

A highly celebrated, award-winning, successful Customer Success Strategist, Anita Toth describes herself as a churn-crusher whose primary focus is to decrease the attrition rate of businesses. Anita leads a team that dives into the customer insights of B2B SaaS clients and extracts actionable information from it. Ashna Patel.

2022 21

2022 Customer Success Chief Customer Officer Customer Centricity 21

Thematic

MAY 22, 2019

CXPA or the Customer Experience Professionals Association is an organisation dedicated to cultivating the CX profession. Sure they don’t use beakers and test tubes… But customer behavior is at the heart of how we evaluate new initiatives. CX professionals at CXPA 2019 – Source. Check them out.

2019 97

2019 ROI Metrics Hospitality 97

Bold360

NOVEMBER 21, 2016

To gain some insight into the key lessons emerging from 2016 and what’s ahead for 2017, we asked a panel of 31 customer-focused marketers and CX pros to answer this question: “When it comes to customer experience: now that we’re nearing the end of 2016, what have you learned and what will you do differently in preparing for 2017?”

2016 111

2016 2017 Customer Experience Social Media 111