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 24, 2015

Michael Perman , Dean of Innovation from Gap, Inc. discussed how challenging it is to think of innovation in positive terms. Thinking about innovation in these terms is limiting. Get real about your experience and brand. Improving customer experience starts with a commitment to change the culture.

Insights 236

Insights Customer Experience Customer Journey Mapping 2015 236

COPC

OCTOBER 16, 2023

These differences influence how individuals perceive and approach work — understanding them is vital for effective leadership and organizational growth. Millennials and Generation Z, on the other hand, have grown up in a highly digitized world, valuing collaboration, innovation, and the integration of technology into their work lives.

Leadership 96

Leadership Transportation Workshop Contact Center 96

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. All Repair, No Innovation". Members of your leadership team are likely no exception. On your marks…. Let's start ….

Customer Centricity 96

Customer Centricity Leadership Net Promoter Score Magazine 96

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. Marketing and thought leadership programs.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

Horizon CX

DECEMBER 1, 2023

The Art of Selling CX: Convincing Skeptical Senior Leaders on Customer Experience Success Introduction In the dynamic landscape of customer experience (CX) management, the journey extends beyond strategic implementation; it’s a constant process of persuasion and selling ideas, especially to senior leadership.

Customer Centricity 52

Customer Centricity Automotive E Commerce Fashion 52

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

Kustomer

AUGUST 26, 2022

Led by two of Forester’s VPs, each episode of What It Means invites a Forrester analyst to discuss the hottest topics in customer experience, from tech-driven innovation and CX design to B2B buying trends and marketing planning. The Chief Customer Officer Human Duct Tape Show. Author of Chief Customer Officer 2.0,

Customer Experience 105

Customer Experience Chief Customer Officer Competitive Advantage 2014 105

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. Many are unaware that infused in their brand DNA are 14 leadership principles.

Engagement 78

Engagement Customer Centricity Culture Customer Experience Professionals 78

CX Journey

OCTOBER 4, 2016

The concept itself, which is also the title of a book ( Weology: How Everybody Wins When We Comes Before Me ), summarizes the leadership style of Peter Aceto , CEO of Tangerine Bank. In early August, I shared my post titled Customer Experience Fuels Innovation on Twitter, and Peter chimed in to say, " It sure does !"

Banking 75

Banking Culture Books Innovation 75

ijgolding

JUNE 16, 2015

Not only has she served as a CCO for 25 years, Jeanne is also the co-founder of the Customer Experience Professionals Association – she is rather well qualified to write a book on the subject! Competency Two: Align around Experience – Give leaders a framework for guiding the work of the organization.

Chief Customer Officer 86

Chief Customer Officer Books 2006 Leadership 86

Lumoa

JANUARY 9, 2018

Some hints: big data, omnichannel, personalisation, AI and organizational culture. Much of the improvement has been driven by advancements in product innovation and digital technology. trillion in assets recently said, “Today’s culture of quarterly earnings hysteria is totally contrary to the long-term approach we need."

2018 141

2018 Customer Experience Competitive Advantage 2017 141

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. and hours of commitment and hard work. What’s in a name?

CEM 40

CEM Customer Experience Professionals ROI Webinar 40

Customer Guru

MARCH 7, 2018

Her passion for the field of customer experience is evident in her credentials and her work. Nienke is a certified Customer Experience Professional (CCXP). Her mission is to make the world a more beautiful place for employees and customers. With the app, these stories evaporated at the birthday parties.

Consulting 61

Consulting Customer Experience Telecommunications Customer Experience Professionals 61

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!! Patrick Dempsey OBE.

Books 91

Books Brands Customer Experience Chief Customer Officer 91

Customer Guru

MARCH 7, 2018

Devika Vittal is the Director of Customer Experience at UAE Exchange. She is a seasoned customer experience professional with a demonstrated history of working in the financial services industry. Her expertise in this space helped UAE Exchange win two Customer Experience Benchmarking Index Awards for 2014.

Customer Experience 60

Customer Experience Customer Centricity Leadership Innovation 60

CX Journey

AUGUST 16, 2016

Last month, I wrote about the concept of lean management and what that means not only for your company but also for your customers. If company leadership wants to transform the culture of the organization and become a lean company, they've first got to understand what comprises lean leadership.

Leadership 47

Leadership Culture Touchpoint Customer Experience Professionals 47

Steve DiGioia

DECEMBER 5, 2016

For those that are interested in staying focused on the customer, it is more important than ever to hire the right people that fit the customer focused culture. Also, as the company grows, it is important for leadership to be aware if any part of the company (departments within the company, people within the company, etc.)

Culture 105

Culture Metrics Workshop Hotels 105

Comm100

MARCH 8, 2017

Through the eyes of Nasser, the areas of leadership, people skills, teamwork, gender equality, and customer service blend into a masterful understanding of corporate culture and the customer experience. She is an expert on customer-centric leadership, and an active tweeter. Flavio Martins.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

Amity

APRIL 25, 2016

Brandon specializes in helping B2B software companies cross the chasm from startup to growth stage businesses by helping build-out and refine customer acquisition. GVP Customer Success - Oracle Marketing Cloud. The Enlightened Customer. CEO - C hief Customer Office Council. Customer Success Strategist - Sixteen Ventures.

Customer Success 96

Customer Success Chief Customer Officer Consulting Blog 96

ClearAction

MARCH 23, 2015

DO THIS : Set up C-team customer experience leadership roles and processes. Enable grass-roots ideas for CX improvement and innovation to be piloted by CX leaders. And wallpaper employees' world with customer-centered messaging and opportunities. Customer-Centered Culture: Do This, Not That.

Government 86

Government Customer Experience Customer Journey Mapping Return on Investment 86

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

Lumoa

OCTOBER 31, 2018

Some hints: big data, omnichannel, personalisation, AI and organizational culture. Much of the improvement has been driven by advancements in product innovation and digital technology. trillion in assets recently said, “Today’s culture of quarterly earnings hysteria is totally contrary to the long-term approach we need."

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

ijgolding

FEBRUARY 12, 2018

I have been in fantastic strategy roles, in great organisations and working with some excellent visionary people – all focused on the future and the development of radically innovative brand strategies, which we believed would disrupt the sector and build new sustainable competitive advantage and business value.

Customer Experience 52

Customer Experience Advertising Competitive Advantage Customer Experience Professionals 52

CX Journey

DECEMBER 13, 2018

Hire a manager-level professional with a strong analytical background who is not afraid of doing the grunt work in the beginning. You will need strong insights to convince your leadership of the need for investment in CX. The key here is to show why these professionals need to be dedicated to your Customer Experience program.

Insights 33

Insights Customer Insights Leadership Insurance 33

SmartKarrot

MARCH 8, 2022

Her portfolio is gilded with leadership roles like board director, investor, COO, and P&L owner. An alumna of Yale and Stanford, Allison has contributed to the Customer Success industry as the COO of Gainsight, a prominent customer success company, and a 1B USD unicorn. Ashna Patel. Donna Weber. Emilia D’Anzica.

2022 21

2022 Customer Success Chief Customer Officer Customer Centricity 21

Storyminers

JULY 6, 2020

He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. In addition to his customer experience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation. Adrian Swinscoe. Annette Franz. Barry Dalton. Bill Quiseng.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. In addition to his customer experience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation. Adrian Swinscoe. Annette Franz. Barry Dalton. Bill Quiseng.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

SmartKarrot

FEBRUARY 15, 2022

His interactions provide real-world experiences to give frontline workers so they can manage customers and develop meaningful relationships and brand loyalty with them. Blake Morgan is an author, keynote speaker, and customer experience futurist with experience in customer experience leadership services.

2022 10

2022 Customer Service Social Media Customer Centricity 10

Pointillist

MAY 23, 2018

More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. Visualize a “future-state” customer experience to spur innovation. By Steve Offsey.

Customer Journey 90

Customer Journey Customer Journey Mapping Touchpoint Multi-Channel 90

Qualtrics

NOVEMBER 21, 2019

Samantha believes that collaboration is critical to great leadership and even more pivotal to great EX ( employee experience ). We just launched a leadership academy and it’s for everyone – not just a select few.”. For more than 20 years, Bruce Temkin has been a central figure in the world of CX ( customer experience ).

2020 22

2020 Retail Entertainment Leadership 22

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