TechSee

AUGUST 14, 2023

Blake is also the author of two books on customer experience, including “The Customer Of The Future”, which was identified by Business Insider as one of the top 20 books executives are reading to deal with COVID-19.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

TechSee

JUNE 16, 2022

Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Eric’s favorite motto is “The Customer Experience is Paramount and must be the driving force to any organization.” Paul Husar, Senior Call Center Manager at LG Electronics. Follow on LinkedIn. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

InMoment XI

MARCH 6, 2024

The best customer experience quotes can be a great source of inspiration for leadership teams and entire organizations looking to drive their CX transformation. According to research: Companies that earn $1 billion annually can expect to earn, on average, an additional $700 million within 3 years of investing in customer experience.

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

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

Experience Matters

MAY 12, 2015

We just published a Temkin Group report, The State of the CX Management, 2015. Here’s the executive summary: For the sixth straight year, Temkin Group surveyed nearly 200 large companies to evaluate the state of their Customer Experience (CX) management. This year we found an abundance of CX ambition and activity.

2015 106

2015 Customer Connectedness Management 2014 106

ClearAction

SEPTEMBER 25, 2022

CCXP exam (Customer Experience Professional Certification) competencies are a guide to highly profitable customer experience management. It’s equally applicable to Employee Experience and Partner Experience management. Professional certification is not a walk in the park.

Customer Journey Mapping 62

Customer Journey Mapping Financial Customer Experience Professionals Metrics 62

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

CloudCherry

MARCH 19, 2018

It tells you if you’re actually doing the right things, whether the initiatives you take impact the customer as well as your business in a positive way and also cut down on investments that aren’t delivering the expected returns. Merely investing in a Customer Experience Management tool doesn’t suffice.

Customer Experience 247

Customer Experience Lifetime Customer Financial Culture 247

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. She is the head of Customer Experience at Courts Malaysia SDN BHD.

Chief Customer Officer 285

Chief Customer Officer 2006 Customer Experience Professionals Consulting 285

Beyond Philosophy

DECEMBER 31, 2019

Prediction #1: The C-Suite Team will see this as the year that Customer Experience must produce returns, or it will get cut. Many senior managers believe that we’ve given Customer Experience a fair crack of the whip. . However, it is only the first step in a broader cultural change.

2020 152

2020 Customer Experience 2002 Consulting 152

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

CloudCherry

MARCH 19, 2018

It tells you if you’re actually doing the right things, whether the initiatives you take impact the customer as well as your business in a positive way and also cut down on investments that aren’t delivering the expected returns. Merely investing in a Customer Experience Management tool doesn’t suffice.

Customer Experience 150

Customer Experience Lifetime Customer Financial Culture 150

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

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. Lee engaged the CEO and middle management once he began the CX transformation process.

Customer Experience 111

Customer Experience Chief Customer Officer Call Center B2B 111

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. How do you align channels to deliver the right customer experience?

Culture 61

Culture 2004 Customer Journey Mapping Customer Centricity 61

ChurnZero

FEBRUARY 9, 2021

To help you amp up your Customer Success management skills here’s a breakdown of our top recommendations for courses to consider taking. Customer Success Management Fundamentals. Course Description: New to customer success management (CSM)? Value Realization Best Practices for Customer Success Management.

Customer Success 98

Customer Success Customer Journey Mapping Consulting 2021 98

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

Zeisler Consulting

MAY 27, 2021

This is the first in a four-part series of articles about Agile/Scrum and how we as CX practitioners and leaders can integrate the approach and theories of Agile Project Management in our work. 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.

Customer Centricity 72

Customer Centricity Fashion Culture Customer Satisfaction 72

Lumoa

MARCH 21, 2023

In This Article: Customer Experience 3 The Cult Of The Customer Chief Customer Officer 2.0 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. Customer service is not a department. I hold nothing back.

Books 94

Books Customer Experience Chief Customer Officer Customer Experience Management 94

Beyond Philosophy

APRIL 9, 2018

Overcoming the obstacle of social norms is a crucial activity for today’s Customer Experience professionals. We have X surefire ways to get your customers to talk. As you are getting up to leave the manager comes by and asks, “How was everything tonight?” How do we get customers to talk and discover what they need?

Culture 104

Culture Feedback Travel Customer Experience Professionals 104

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

PeopleMetrics

APRIL 4, 2017

The more visible or impactful the failure is, the greater the chance that those involved – often leaders or managers – engage in fault-finding rather than fact-finding. Customer experience leaders know how put those failures to work. Because every interaction that fails to meet customer expectations is, in many ways, a failure.

Culture 94

Culture Innovation Books Customer Experience Professionals 94

Customer Guru

MARCH 1, 2018

Pednekar is currently working as the Director – Quality for Atos in India and drives initiatives on Quality & Customer Experience. She is a Certified Customer Experience Professional from the CXPA (US). I started getting more invested in the Customer Experience arena seven-eight years back.

Customer Centricity 94

Customer Centricity Customer Experience Professionals Metrics 2017 94

Customer Guru

DECEMBER 20, 2017

Chauhan has been recognized for demonstrating exceptional passion in putting the customers first and aligning business strategies based on the customer needs. In this candid interview with Customer Guru, Mr. Chauhan shares his journey as a customer experience professional. Image Source: Avant8.

Customer Service 95

Customer Service Customer Centricity Touchpoint Customer Experience Professionals 95

CX Journey

AUGUST 26, 2014

Image courtesy of B Gilmour How well are your change management efforts going? The steps come from his 1996 book, Leading Change , which outlines the eight critical success factors for change management. It got me thinking about whether I captured all of these steps in a post on change management I wrote last month for Intradiem.

Customer Experience 74

Customer Experience Management Government Customer Centricity 74

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. Faith Adams is an analyst at Forrester Research, serving Customer Experience Professionals. Watch webinar. Our Presenters: Brad Linville, Sr.

Webinar 45

Webinar B2C Customer Experience Professionals Customer Centricity 45

ChurnZero

FEBRUARY 9, 2021

To help you amp up your Customer Success management skills here’s a breakdown of our top recommendations for courses to consider taking. Customer Success Management Fundamentals. Course Description: New to customer success management (CSM)? Value Realization Best Practices for Customer Success Management.

Customer Success 52

Customer Success Customer Journey Mapping Consulting 2021 52

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. The six steps are as follows: Step 1 – Attract. What do I mean by the ‘right employees’?

Engagement 78

Engagement Customer Centricity Culture Customer Experience Professionals 78

Customer Guru

MARCH 1, 2018

Padnekar, currently working as the Director – Quality for Atos in India, and drives initiatives on Quality & Customer Experience. She is a Certified Customer Experience Professional from the CXPA (US). I started getting more invested in the Customer Experience arena seven-eight years back.

Customer Centricity 79

Customer Centricity Customer Experience Professionals Metrics 2017 79

Michel Falcon Experience

JANUARY 16, 2017

However, as an employee you can’t simply rely on your manager or the people around you to develop you to your full potential. I still remember the day in 2007 when I committed to understanding customer experience management and how it grows businesses. What is the ‘culture of learning’ like in your company?

Hospitality 122

Hospitality 2007 Airlines Books 122

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. Faith Adams is an analyst at Forrester Research, serving Customer Experience Professionals. Our Presenters: Brad Linville, Sr.

Webinar 40

Webinar B2C Customer Experience Professionals Customer Centricity 40

Customer Bliss

JULY 4, 2017

Sandy Spring Bank received the 2015 CX Innovation Award given to the top 5 organizations globally by the Customer Experience Professionals Association. He serves on the CX Strategy Team with the CEO and CIO who craft the long term plans to create a client-centric culture bank-wide. The relationship suffered.

Banking 143

Banking Leadership Net Promoter Score 2015 143

ClearAction

OCTOBER 25, 2015

In truth, it boils down to making your company irresistible to customers and prospects. That can’t happen by virtue of asking more questions, incenting more purchases, enticing referrals, and other typical customer experience management practices. Plan for it in your new year. Carpe diem!

Customer Experience 88

Customer Experience ROI Customer Experience Management Customer Journey Mapping 88

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

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. Faith Adams is an analyst at Forrester Research, serving Customer Experience Professionals. Our Presenters: Brad Linville, Sr.

Webinar 40

Webinar B2C Customer Experience Professionals Customer Centricity 40

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. She helps organizations develop agility, and strategically make changes to support a ‘customer-first’ culture.

2017 91

2017 Customer Experience Books Consulting 91

ClearAction

SEPTEMBER 29, 2016

It’s a time when customer experience professionals take extraordinary care to thank customers — and employees who make a difference in customer experience (CX). CX Day is in the first week of October, founded by the Customer Experience Professionals Association ( CXPA ).

Customer Experience 66

Customer Experience Customer Experience Professionals ROI B2C 66