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. One of my favorite learnings from my recent CX studies is this: customer experience ties directly into employee experience and culture.

2021 177

2021 Customer Experience Contact Center Government 177

COPC

OCTOBER 16, 2023

Today’s multigenerational workforce brings together unique values, communication styles, work preferences and even technology habits. Each generation is shaped by the historical, societal, and technological context of their formative years. The Five Generations in the Current U.S.

Leadership 94

Leadership Transportation Workshop Contact Center 94

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

InMoment XI

MARCH 6, 2024

Customer-centric companies are 60% more profitable than companies that don’t focus on customers. For organizations of any size, managing CX can be a complex and challenging process that involves executive commitment, strategy, and integration of technology. Whatever you do, do it well.

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

Thematic

JUNE 28, 2023

Large Language Models (LLMs) are set to revolutionize the way customers engage with technology and receive personalized services. If you work in customer experience (CX), then hold on to your hat - in this article I’ll explore how LLMs can make a radical difference in your work. Strategy first, technology second.

Customer Experience 62

Customer Experience Social Media Call Center Customers 62

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

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

Lumoa

JANUARY 9, 2018

What are, in your opinion, the top challenges in customer experience that companies should be aware of in 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. Talk to your board.

2018 141

2018 Customer Experience Competitive Advantage 2017 141

Kustomer

AUGUST 26, 2022

Customer experience (CX) professionals have to make a concerted effort to keep up with the ever-changing CX field. Podcasts are a tried and true way for these professionals to not only learn but to keep listeners up to date with technological advances within the industry. Harvard Business Review. Gartner ThinkCast.

Customer Experience 105

Customer Experience Chief Customer Officer Competitive Advantage 2014 105

Heart of the Customer

SEPTEMBER 17, 2021

As we interviewed hundreds of customer experience professionals across scores of organizations for our research initiative last year, we looked for what indicated the ability to drive impact.

Document 78

Document Customer Experience Professionals Measurement Technology 78

Experience Investigators by 360Connext

NOVEMBER 12, 2019

Here are a few I heard about again and again from SAP executives, their enterprise customers and general attendees alike. Our need to understand and react to customer data has advanced faster than the technology used to collect it. Data integration is absolutely essential to really understand customers and meet their needs.

Brands 160

Brands Technology Customer Experience Professionals Connections 160

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 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. Predictive Analytics Personalizing.

2016 91

2016 Customer Experience Customer Connectedness 2015 91

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

ShepHyken

APRIL 8, 2019

To Provide the Best Customer Experience, Be Proactive by Frank Konkel. NextGov) “Be where your customers are” and other helpful tips from customer experience professionals. My Comment: Is it possible to learn a customer service lesson from government? The short answer is yes.

Article 102

Article 2019 Customer Service Hotels 102

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 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. There are a few companies (e.g.,

Banking 75

Banking Culture Books Innovation 75

ijgolding

MAY 25, 2015

Whilst consumers can easily recall a failed experience, they find it less easy to remember a positive one. Conclusion – get it wrong and it will stick in a customers mind for a long time… 2. It’s tough in the world of technology – there is no getting away from the digital revolution.

Customer Experience 120

Customer Experience Customer Centricity Customer Experience Professionals Consumers 120

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

Lumoa

APRIL 21, 2022

There is now customer insight technology that can, in real-time, identify sentiment, uncover insights, and determine trends. They help define customer journeys and emotions. They inform organisational design and cultural values. But so long as you connect the Customer Story to the Money Story, people will listen.

Banking 83

Banking Customer Satisfaction Webinar Insights 83

Customer Bliss

MAY 4, 2017

In our conversation we discuss how specifically one goes about improving business to business customer experience. Tabitha Dunn currently serves as the Vice President of Customer Experience at Concur Technologies, an SAP company. About Tabitha. Some Background On Tabitha’s Career. Dashboards! Those are great.

Leadership 160

Leadership Customer Experience Net Promoter Score B2B 160

ClearAction

OCTOBER 25, 2015

1) Drive significant change in order to drive significant ROI : most customer experience efforts start out with a technology buy, taking cues from vendors about what customer experience managemen t entails. In truth, it boils down to making your company irresistible to customers and prospects.

Customer Experience 88

Customer Experience ROI Customer Experience Management Customer Journey Mapping 88

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. Comm100 Kaye's Blog Kaye's LinkedIn. Back to CX Accelerator Blog.

Customer Centricity 208

Customer Centricity Social Media Customer Service Representative Contact Center 208

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.

Banking 143

Banking Leadership Net Promoter Score 2015 143

Lumoa

OCTOBER 31, 2018

More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies , we’re changing the way businesses see their customers. Some hints: big data, omnichannel, personalisation, AI and organizational culture. Customers want you to know them.

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

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. Comm100 Kaye's Blog Kaye's LinkedIn. Back to CX Accelerator Blog.

Customer Centricity 182

Customer Centricity Social Media Customer Service Representative Contact Center 182

Customer Guru

MARCH 7, 2018

Maneesha 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). It believes that bringing together people, business, and technology is the way forward.

Customer Centricity 60

Customer Centricity Customer Experience Professionals Metrics Consulting 60

ClearAction

JANUARY 6, 2021

Customer Experience Management is company-wide alignment to customers. 12) Stop over-relying on customer experience technologies. Technologies are essential for information accessibility, efficiencies and important aspects of ease-of-work and ease-of-doing-business.

2021 77

2021 Customer Experience Net Promoter Score Workshop 77

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

PeopleMetrics

MAY 30, 2015

We’re trying to help our customers. Customers are people, with needs to satisfy and problems to solve. As customer experience professionals , our job is to help them, so they’ll come back again. If we’re committed to it, we’ll never be done making the customer experience better. Want More?

Customer Experience 120

Customer Experience Net Promoter Score Customer Journey Mapping Customer Journey 120

Beyond Philosophy

OCTOBER 25, 2019

As a certified Customer Experience Professional, he helps organizations and leadership change to improve their experience for their team members and customers. He says that Airbnb has created a 21st-century Customer Experience. The Airbnb story starts, as many things do, with technology.

Hotels 104

Hotels Travel Hospitality 2019 104

Comm100

MARCH 8, 2017

Roy Atkinson is a senior writer and analyst who specializes in guiding organizations to better customer service and customer service management. His Twitter explores the connection between customer service and technology, and is jam-packed with useful customer service resources. Flavio Martins. flavmartins.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

ijgolding

FEBRUARY 3, 2016

This article was originally written for my exclusive column on mycustomer.com – a hugely valuable and rich resource of information, expertise and inspiration for CX Professionals. I want to start my inaugural exclusive column for MyCustomer by stating how very proud I am to call myself a customer experience professional!

Customer Experience 52

Customer Experience Customer Experience Professionals Travel 2015 52

Amity

APRIL 25, 2016

Chad is a Customer Experience and Customer Success executive with 15+ years experience developing Customer Success teams with companies of all sizes. The Enlightened Customer. CEO - C hief Customer Office Council. VP of Client Experience & Transformation - ADP. CA Technologies Blog.

Customer Success 96

Customer Success Chief Customer Officer Consulting Blog 96

Beyond Philosophy

OCTOBER 28, 2021

From taking an education stance with the organization to embedding cues in an experience that change how you do business, taking a leadership role in your firm unleashes the dramatic power of Customer Experience management. . Another answer for saving Customer Experience is embracing the latest iteration, Customer Science.

Customer Experience 97

Customer Experience Net Promoter Score Insurance Leadership 97

Kayako

APRIL 15, 2019

We had the pleasure of hosting customer service and experience expert, Shep Hyken earlier this month for a half hour Q&A session on why customer experience matters so much and what businesses must do to create the best experiences for their customers. Self Service – Put control in the customer’s hands.

Customer Experience 67

Customer Experience E Commerce Hospitality E-support 67