ijgolding

JANUARY 28, 2018

Last week I had a fascinating conversation with a peer of mine – a fellow Customer Experience Professional. James Dodkins is as passionate about transforming organisations to become sustainably customer centric as I am. What do I mean by the ‘right employees’? The six steps are as follows: Step 1 – Attract.

Engagement 78

Engagement Customer Centricity Culture Customer Experience Professionals 78

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

CX Journey

OCTOBER 4, 2016

His approach is defined by a culture where employees thrive, succeed, and are fulfilled, happy, and growing at work - a culture where every individual in the organization, regardless of who they are or what they do, has a voice, i.e., every individual matters. Let's dive in. Peter's baffled, like I am, by this whole phenomenon.

Banking 75

Banking Culture Books Innovation 75

Confirmit

JULY 10, 2019

With the right level of trust you can motivate, empower and encourage everyone in the organization to do the right thing for your customers and deliver real business value. Brad helps Confirmit customers grow their CX programs to maturity, enabling transformational change that optimizes customer and employee experiences.

Webinar 45

Webinar B2C Customer Experience Professionals Customer Centricity 45

Confirmit

JULY 10, 2019

With the right level of trust you can motivate, empower and encourage everyone in the organization to do the right thing for your customers and deliver real business value. Brad helps Confirmit customers grow their CX programs to maturity, enabling transformational change that optimizes customer and employee experiences.

Webinar 40

Webinar B2C Customer Experience Professionals Customer Centricity 40

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. As professionals we are passionate about our roles and responsibilities.

CEM 40

CEM Customer Experience Professionals ROI Webinar 40

Confirmit

JUNE 26, 2019

With the right level of trust you can motivate, empower and encourage everyone in the organization to do the right thing for your customers and deliver real business value. Brad helps Confirmit customers grow their CX programs to maturity, enabling transformational change that optimizes customer and employee experiences.

Webinar 40

Webinar B2C Customer Experience Professionals Customer Centricity 40

CX Accelerator

SEPTEMBER 24, 2019

Most people know what salespeople or customer service representatives do. But it’s not usually the case that Customer Experience professionals experience the same level of understanding about what they do and what their job roles are for.

Customer Centricity 282

Customer Centricity Social Media Customer Service Representative Contact Center 282

CX Accelerator

SEPTEMBER 24, 2019

Most people know what salespeople or customer service representatives do. But it’s not usually the case that Customer Experience professionals experience the same level of understanding about what they do and what their job roles are for.

Customer Centricity 208

Customer Centricity Social Media Customer Service Representative Contact Center 208

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. Improving the employee experience in this way ultimately enhances the customer experience as well.

Healthcare 52

Healthcare Airlines 2022 Transportation 52

CX Accelerator

SEPTEMBER 24, 2019

Most people know what salespeople or customer service representatives do. But it’s not usually the case that Customer Experience professionals experience the same level of understanding about what they do and what their job roles are for.

Customer Centricity 182

Customer Centricity Social Media Customer Service Representative Contact Center 182

CX Journey

FEBRUARY 14, 2018

And customers are still complaining. In other words, customer experience improvement efforts are failing. We advocate, as customer experience professionals, getting to the root cause of issues. It's about the employee experience more first! Certainly not last or least is the employee.

Employee Experience 46

Employee Experience Culture Definition Customer Experience Professionals 46

ClearAction

JANUARY 6, 2021

You are a customer of many companies as an individual consumer: you know that your experience begins far before an interaction and ends when you no longer have the need for a type of solution. Similar disagreement would occur with the idea that your employee experience equals HR’s resolution of your complaints.

2021 77

2021 Customer Experience Net Promoter Score Workshop 77

Lumoa

MARCH 21, 2023

I wanted to share the tactics and tools I teach in my speeches, as well as what my team teaches in our customer service workshops. Specifically, included in the tips and strategies in the book are our top culture-changing tools that move an organization to be more customer-focused.” Customer service is not a department.

Books 94

Books Customer Experience Chief Customer Officer Customer Experience Management 94

CX Journey

OCTOBER 6, 2016

It's a challenge that customer experience professionals face as they attempt to get executive commitment, transform the organization's culture, and more. What advice would you give to these professionals to help them help others (especially executives) change the way they think about things? Tony Hsieh.

Banking 67

Banking Culture Books Metrics 67

Horizon CX

DECEMBER 1, 2023

Customer Loyalty and Retention Studies: Explore studies that delve into the correlation between customer loyalty, retention, and financial success. Industry-Specific Customer Experience Reports: Many industries release reports that focus on the state of customer experience within that sector.

Customer Centricity 52

Customer Centricity Automotive E Commerce Fashion 52

CX Journey

NOVEMBER 9, 2016

I'm looking forward to working with more new clients and meeting and learning from more brilliant customer experience professionals going forward. B2B Customer Experience Management Best Practices A Confused Customer Buys Nothing Today's VOC Program Challenges The 7 Deadly Sins of Customer Experience.

Customer Experience Professionals 66

Customer Experience Professionals B2B Blog Culture 66

Russel Lolacher

JULY 4, 2022

In this episode of Relationships at Work, Russel chats with co-founder of the CX Accelerator and speaker Nate Brown on how to build build community to benefit your employee experience in your industry. So it was a really bad employee experience. Connect with Nate on his platforms: Linkedin. CX Accelerator. Hello, sir.

Employee Experience 52

Employee Experience Connections Leadership Definition 52

PeopleMetrics

JUNE 16, 2015

DISCLAIMER: The CX Feud is a game in which 150 customer experience professionals took our assessment about the presence, or absence, of customer centricity practices in their organizations. 7 in 10 say that the company shares customer feedback with employees. On your marks…. Let's start …. The CX Feud!

Customer Centricity 96

Customer Centricity Leadership Net Promoter Score Magazine 96

CX Journey

MARCH 16, 2017

As a follow-on to my post earlier this week about companies having no budget for customer experience improvements, I thought I'd compile a few ideas on how to move beyond the "no budget" excuse and make improvements that cost little to nothing. Not a good feeling when you're a customer experience professional.

Culture 45

Culture Employee Experience Customer Experience Professionals Customer Centricity 45

CX Journey

OCTOBER 17, 2018

Beyond that, there must be a well-defined customer experience vision and strategy , a governance structure to provide guidelines and oversight for the work ahead, a focus on improving the employee experience along with recognition that employees drive the customer experience , and a people-first culture.

Omnichannel 44

Omnichannel Government 2018 2019 44

ijgolding

SEPTEMBER 21, 2015

That is why I also advise people that I am a Customer Experience ‘Specialist’ – not an ‘expert’ – as I believe that anyone who champions a profession should be continually developing their specialism. Continuous professional development never ends!!

Books 91

Books Brands Customer Experience Chief Customer Officer 91

ijgolding

NOVEMBER 22, 2016

Fortunately, the profession that customer experience has become is steadily building a burgeoning number of just such people. Now it may sound obvious, but if an organisation aspires to have a customer centric culture, then it MUST make customer experience a priority for everyone.

Customer Centricity 113

Customer Centricity Culture Magazine Customers 113

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

Storyminers

FEBRUARY 17, 2021

Mike and Akos, two customer experience professionals from two continents discuss what customer experience base thinking can teach politics and how it accelerates “global thinking”. Akos : Yes, our experience with the pandemic proves that customer-experience-based thinking can work on a global scale.

2002 59

2002 Government Travel 2010 59

Qualtrics

JANUARY 2, 2019

OMB Circular A-11 Section 280 , called “Managing Customer Experience and Service Delivery,” tells agencies to survey customers, report the survey scores publicly, establish CX governance, work on the connection between customer and employee experience, and consider agency customers in service design.

Government 20

Government 2018 2019 Customer Experience 20

CX Journey

SEPTEMBER 5, 2017

As customer experience professionals, we are tasked with transforming the customer experience, to reduce effort for our customers. We're trying to plan at least a month in advance. Set your calendar to join us on September 6 and every Wednesday thereafter! Let's think about ourselves today.

2017 45

2017 Customer Experience Professionals Books Customer Experience 45

CX Journey

SEPTEMBER 19, 2017

Marketing and customer experience professionals have different needs when they are developing and using personas. Start with today and then work toward tomorrow.If you don't know what's wrong, how can you make it right? Buyer personas and CX personas are one and the same.

Definition 48

Definition Touchpoint Customer Experience Professionals Customer Experience 48

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. In 2014, Ian officially became a Certified Customer Experience Professional. Annette Franz. Jeff Toister.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

ClearAction

MARCH 22, 2024

CX is a Team Sport: 2 Surprising Views Lynn Hunsaker CX is a Team Sport was the CX Day 1 theme in 2021, celebrating the 10th anniversary of the Customer Experience Professionals Association. Camaraderie within the Customer Service (or Success) department is another way CX is a Team Sport. .”

Sports 62

Sports 2024 Chief Customer Officer Customer Centricity 62

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. In 2014, Ian officially became a Certified Customer Experience Professional. Annette Franz. Jeff Toister.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Russel Lolacher

OCTOBER 10, 2022

In this episode of Relationships at Work, Russel chats with author and employee experience leader Stacy Sherman on the latest employee experience workforce trends your organization needs to watch and plan for in the years ahead. Let’s call this customer experience Professionals Association.

Net Promoter Score 52

Net Promoter Score Leadership Employee Experience Culture 52

CX Journey

NOVEMBER 11, 2014

Or are you still wondering why it''s an important tool to have in your customer experience management toolbox? I think customer experience professionals have made huge inroads in that regard this year. Journey maps are a valuable tool in your company''s effort to improve the customer experience.

Customer Journey 75

Customer Journey Touchpoint Customer Experience Professionals Customer Centricity 75

Qualtrics

NOVEMBER 21, 2019

Samantha believes that collaboration is critical to great leadership and even more pivotal to great EX ( employee experience ). For more than 20 years, Bruce Temkin has been a central figure in the world of CX ( customer experience ). Samantha Hammock, American Express // Chief Learning Officer.

2020 22

2020 Retail Entertainment Leadership 22

Qualtrics

FEBRUARY 20, 2019

From his influential thought leadership at Forrester, to founding the Customer Experience Professionals Association (CXPA) in 2011, it’s little wonder he’s known as the ‘Godfather of CX’. While this may not sound like CX, it was an important foundation for all of my eventual work in experience management.

2002 30

2002 B2B Culture Events 30

Lumoa

APRIL 24, 2018

The maturity of the organizations ability to use this rich information and leadership greatly determine the outcome of this or any listening system truly driving culture change that leads to improved customer and employee experiences." Blake Morgan Customer Experience Futurist, Speaker and Author.

NPS 135

NPS Net Promoter Score Metrics Effort Score 135