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Customer Experience Professionals’ Essential Toolkit optimizecx. Customer experience tools are just as important to success as a carpenter’s tools are. Likewise, customer experience professionals need to master basic customer experience tools to get the job done. Your whole customer experience team can identify their ratings on each element of this equation and learn how to increase trust. MORE
The CXPA helps customer experience professionals make customer experience management an integral part of how their companies operate and to enable customer experience professionals to embed transformation across their organizations. Founded in 2011, the CXPA is the premier global non-profit international organization dedicated to the advancement and cultivation of the Customer Experience profession. Customer Experience MORE
I recently posted about the Past and Exciting Future of the Customer Experience Professionals Association. After reviewing our progress over the last few years, I am even more excited about the future of the organization and what it means for CX professionals worldwide. We increase the impact and visibility of Customer Experience professionals, facilitate effective member-to-member sharing, and establish respected standards. new CX professionals). MORE
Last week, my colleague Amelia and I joined nearly 400 other customer experience professionals at the annual CXPA Insight Exchange in New Orleans. The following day, she took the CXPA ’s exam to become a certified customer experience professional. It was an energizing (and, to be completely honest, exhausting) two days—but the work didn’t end for Amelia when the conference was over. MORE
As a Customer Experience professional, understanding three trends today is imperative. However, if you can accept them, you are poised not only to deliver an excellent experience, but you will also position yourself to move it to the next level of greatness. Recognizing that Customers decide emotionally and justify rationally. Embracing the all-encompassing nature of Customers’ irrationality. Customers are irrational by nature. MORE
Finally, a book has been written to help anyone aspiring to become a Certified Customer Experience Professional (CCXP)! I wish I could claim the credit for such an important milestone for the fledgling, global, professional qualification… but I cannot! The official description of the book is as follows: The Certified Customer Experience Professional (CCXP) is one of the most dynamic and exciting new certifications available for customer centric professionals. MORE
On this date I became a Certified Customer Experience Professional (CCXP). For the last twenty years I have been working across multiple industries to help businesses improve their ability to meet the needs of colleagues and customers. To now be able to demonstrate that my expertise is worthy of a professional qualification is a wonderful thing. Since July, I have spoken to Customer Experience professionals all over the world about the qualification. MORE
Each week I read a number of customer service and customer experience articles from various resources. Roger Dooley) Internet service providers and cable TV services have the lowest customer satisfaction ratings of all rated industries in one survey. These firms do many things poorly, but a bizarre interaction with my current internet provider uncovered a brand new customer experience failure. 10 Best Things about Customer Contact Week 2019! MORE
If you have ever met me, or indeed read anything I have written, it is extremely likely you will know that I am rather passionate about the Customer Experience (CX) Profession. Customer Experience is a science – the more people who have the recognised knowledge and ability to apply the science, the better place the world will be for all customers and all employees. MORE
Last week I was afforded the undeniable pleasure of spending two whole days with Diane Magers, CEO of the Customer Experience Professionals Association (CXPA). A career Customer Experience (CX) Professional, Diane recently spent three years with responsibility for the ‘Office of the Customer and Customer Experience Strategy’ at telco giant, AT&T. MORE
This post is part of the Customer Experience Professionals Association’s Blog Carnival celebrating customer experience. It’s part of a broader celebration of Customer Experience Day 2017. Yes, there will be thousands of professionals on every continent holding events, attending networking meetings, writing blogs, sharing stories, and celebrating successes about the continuing development of the Customer Experience Profession. MORE
This week we feature an article by Darcy Alexander who shares a checklist to guide us through the process of selecting the best CX vendors for our customer experience initiatives. When embarking on a customer experience (CX) change initiative, there are few decisions more critical to success than selecting the right vendor. If you are not important to them, you could end up second best if they have demands from ‘more important’ customers. MORE
However, for one group of Professionals in the UK, September now offers a completely different and more exciting prospect. September is the month where Customer Experience in the UK is celebrated – and celebrated in style. On Friday 25th September 2015, hundreds of passionate Professionals who excel in demonstrating the power of Customer Experience, convened in London for the UK Customer Experience Awards. MORE
Ben Motteram ( BM ), Ian Golding ( IG ) and Karl Sharicz ( KS ) are three Customer Experience (CX) professionals living on three different continents, all members of the Customer Experience Professionals Association, ( CXPA ) and each possessing the passion and the tenacity to make a difference in the lives of people and businesses around the world through a disciplined approach to CX. What do you most love about being a CX professional? MORE
Let’s take a look at this groundbreaking technology, discuss some of its potential uses, and help give an understanding of what companies are doing to make blockchain a part of the customer experience. How could blockchain impact customer experience? The post Blockchain Technology 101 for Customer Experience Professionals appeared first on SmarterCX. Market Trends Commerce Customer ExperienceBitcoin. Decentralization. MORE
Customer Experience is not something that can be studied at universities, or at least not in many. Insight Certification Course customer experience customer success cx CX Academy CX professional learning TrainingAnd it is not something that has. Source. MORE
Customer experience is a rapidly evolving craft, and enterprises are scrambling to adapt and become more customer-centric. Last year, Oracle surveyed 1,500 CX professionals in 20 different countries to measure global attitudes toward customer experience (ranging from excitement to anxiety), and compare rates of automation abilities and technology adoption across departments. For more insights, download the full Global Customer Experience Insights Report. MORE
Today is a great day for customer experience professionals around the world, as we celebrate and support the work of driving customer driven growth. Learn More: Customer Experience Professionals Association (CXPA). CCO Role & Success Factors customer experience customer experience professionals CX Day CXPA MORE
Die CXPA hilft Customer-Experience (CX)-Spezialisten, das Customer-Experience-Management zu einem festen Bestandteil der Unternehmensausrichtung zu machen und Transformation über die gesamte Unternehmung hinweg einzubetten. Die CXPA wurde 2011 gegründet und ist die weltweit führende Non-Profit-Organisation für die Weiterbildung und Förderung von Customer-Experience-Managern. Certified Customer Experience CCXP Zertifikations -Programm. MORE
Whether you choose to learn from the wisdom of market legends, your own experience (and maybe a few mistakes along the way), requests from customers, or the successes of others, remember that there’s no one key to success in CX. Here’s our selection of the best videos out there where some of the leading innovators and thinkers present their lessons on the customer experience. Lessons from TV’s Most Notorious Customer Experience. MORE
The very first question they asked me was “How did you become so passionate about customer experience management?” Using tools and methodologies to improve the ability of a business to meet and exceed customer expectation just made so much sense to me. That is why in my opinion, Customer Experience is not a job… it’s a vocation! They do what they do because they are as passionate about Customer Experience as I am. MORE
I am unlikely to be the first person to write an article focusing on whether or not the Customer Experience really makes a difference. On a weekly basis, Customer Experience Professionals all over the world are being challenged to demonstrate the ‘tangible’ value focusing on the Customer […]. I am also unlikely to be the last. MORE
If you have followed my writing for a while, you will be very much aware that I am very proud and passionate Customer Experience Professional (CXP). One of a growing number of ‘specialists’ in the newly recognised professional field, this group of skilled, experienced practitioners is growing in number on a weekly basis. Not only that, the Customer Experience is not the responsibility of a CXP – it is the responsibility of the WHOLE ORGANISATION. MORE
If you work on a customer experience team — as an account manager or success rep — you may be wondering where your career will take you in the next 2, 5, or 10 years. In a customer support role, you have a deep level of insight into the needs of your company’s target audience. Across industries, companies are placing greater strategic value on their customer experience and support teams. Your customer support background is an asset. MORE
During my career as a Customer Experience Professional, my opinions, points of views and suggestions have been rebuffed on many an occasion. Experience IS vitally important. I am responsible for Customer Experience’ – ‘You have to listen to me!’. I have heard these two sentences uttered by someone in a Customer Experience role (note I do not describe them as a Customer Experience Professional) – they wondered why no-one wanted to listen to them. MORE
Top 20 Books Every Customer Experience Professional Needs to Read Now. Customer Experience. We’ve also picked up a ton of insights by making our way through lots of books written by Customer Experience Guru's. Customer Experience Books. Here are the 20 must read books we ended up with: Our Favourite Books on Customer Experience. in 2000 to over $1 billion in 2008 by focusing relentlessly on customer success. MORE
On the 3rd October 2017, in celebration of Global CX Day, I wrote an article entitled, ‘What Does it Take to be a Customer Experience Professional’ It is not the first time and will most certainly not be the last time I write about the significance of the profession that has become my vocation AND one that continues to grow at a rapid rate. So, the big question I had is how junior customer experience individuals can get into this field? MORE
This week I am focusing my blog on the importance of developing ‘authority’ as a Customer Experience Professional in celebration of the upcoming CXPA Members Insight Exchange on the 10th February in London. If you have not read all about how to earn authority as a Customer Experience Professional here. CX Professionals People customer experience professionals Customer Service Profession Deanna Ayres; Marketing Zen; Kova Corp Personal Growth MORE
This blog post is written to mark the second global Customer Experience Day on Tuesday 7th October 2014. Join thousands of CX Professionals all over the world in marking the significance of Customer Experience in our lives today! What you are about to read are the exploits of one Customer Experience Professional as he went about his business during a working week. MORE
Last week I had the honour of being a judge at the 8th annual UK Customer Experience Awards. As per my preference, I was fortunate enough to be on the panel of judges determining who the UK Customer Experience Professional of the Year should be. As someone who has championed Customer Experience (CX) as a profession for quite some time, it always feels apt that this is the category I should be overseeing. Just not CX Professionals. MORE
Individuals succeed primarily because they pick someone they admire, follow their example, and.Which four brands most inspire CX professionals? 3rd Aug 2020 Everybody needs a role model, right? MORE
A perennial problem for any Customer Experience Professional around the world is to find an effective way to engage people with the significance of the subject. Whilst many profess to ‘get’ Customer Experience (CX), they tend to do so instinctively, intuitively and accidentally. One of the skills required by a CX Professional is the ability to drive the right level of adoption and accountability. MORE
In April 2015 , we started a conversation about what is different between business-to-consumer (B2C) and business-to-business (B2B) customer experience (CX). That early discussion focused on the fact that in B2B scenarios there isn't one "customer," but multiple stakeholders within a client account whose work depends on interactions with the vendor. B2B customer experience Customer Experience MORE
When I started out on my Customer Experience career many years ago, I had no idea that Customer Experience would ever be recognised as a profession. As I started to influence the organisation I was working for, I also did not realise that to be the best Customer Experience Professional I could be, I was […]. MORE
Today I am absolutely delighted to share my interview with ex colleague and seasoned Customer Experience Professional, Richard Shenton, Head of Customer Experience Strategy & Operational Excellence, Virgin Media Business – enjoy…. Their processes were not slick at all and I could not believe how inefficient their processes were and how they impacted the customer. Tell us more about your focus on Customer Experience (CX)? MORE
Yesterday I had the enormous pleasure of co-chairing the first ever Customer Experience Professionals Association (CXPA) Members Insight Exchange to be held outside of the US. The gathering of Customer Experience Professionals (CXPs) from across Europe was as inspiring an occasion as I hoped it would be. MORE
Customer Experience Professionals Related Topics 
MyCustomer
JULY 29, 2020
Individuals succeed primarily because they pick someone they admire, follow their example, and.Which four brands most inspire CX professionals? 3rd Aug 2020 Everybody needs a role model, right?
ClearAction
OCTOBER 2, 2017
Customer Experience Professionals’ Essential Toolkit optimizecx. Customer experience tools are just as important to success as a carpenter’s tools are. Likewise, customer experience professionals need to master basic customer experience tools to get the job done. Your whole customer experience team can identify their ratings on each element of this equation and learn how to increase trust.
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ijgolding
NOVEMBER 17, 2016
Ben Motteram ( BM ), Ian Golding ( IG ) and Karl Sharicz ( KS ) are three Customer Experience (CX) professionals living on three different continents, all members of the Customer Experience Professionals Association, ( CXPA ) and each possessing the passion and the tenacity to make a difference in the lives of people and businesses around the world through a disciplined approach to CX. What do you most love about being a CX professional?
Beyond Philosophy
OCTOBER 2, 2017
As a Customer Experience professional, understanding three trends today is imperative. However, if you can accept them, you are poised not only to deliver an excellent experience, but you will also position yourself to move it to the next level of greatness. Recognizing that Customers decide emotionally and justify rationally. Embracing the all-encompassing nature of Customers’ irrationality. Customers are irrational by nature.
ijgolding
SEPTEMBER 19, 2016
During my career as a Customer Experience Professional, my opinions, points of views and suggestions have been rebuffed on many an occasion. Experience IS vitally important. I am responsible for Customer Experience’ – ‘You have to listen to me!’. I have heard these two sentences uttered by someone in a Customer Experience role (note I do not describe them as a Customer Experience Professional) – they wondered why no-one wanted to listen to them.
Experience Matters
FEBRUARY 9, 2015
I recently posted about the Past and Exciting Future of the Customer Experience Professionals Association. After reviewing our progress over the last few years, I am even more excited about the future of the organization and what it means for CX professionals worldwide. We increase the impact and visibility of Customer Experience professionals, facilitate effective member-to-member sharing, and establish respected standards. new CX professionals).
ijgolding
JANUARY 26, 2015
When I started out on my Customer Experience career many years ago, I had no idea that Customer Experience would ever be recognised as a profession. As I started to influence the organisation I was working for, I also did not realise that to be the best Customer Experience Professional I could be, I was […].
Feedbackly
MAY 13, 2020
Customer Experience is not something that can be studied at universities, or at least not in many. Insight Certification Course customer experience customer success cx CX Academy CX professional learning TrainingAnd it is not something that has. Source.
ijgolding
MARCH 13, 2017
Last week I was afforded the undeniable pleasure of spending two whole days with Diane Magers, CEO of the Customer Experience Professionals Association (CXPA). A career Customer Experience (CX) Professional, Diane recently spent three years with responsibility for the ‘Office of the Customer and Customer Experience Strategy’ at telco giant, AT&T.
Smarter CX
FEBRUARY 20, 2020
If you work on a customer experience team — as an account manager or success rep — you may be wondering where your career will take you in the next 2, 5, or 10 years. In a customer support role, you have a deep level of insight into the needs of your company’s target audience. Across industries, companies are placing greater strategic value on their customer experience and support teams. Your customer support background is an asset.
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Qualtrics
JUNE 21, 2019
Whether you choose to learn from the wisdom of market legends, your own experience (and maybe a few mistakes along the way), requests from customers, or the successes of others, remember that there’s no one key to success in CX. Here’s our selection of the best videos out there where some of the leading innovators and thinkers present their lessons on the customer experience. Lessons from TV’s Most Notorious Customer Experience.
ijgolding
MARCH 27, 2018
Today I am absolutely delighted to share my interview with ex colleague and seasoned Customer Experience Professional, Richard Shenton, Head of Customer Experience Strategy & Operational Excellence, Virgin Media Business – enjoy…. Their processes were not slick at all and I could not believe how inefficient their processes were and how they impacted the customer. Tell us more about your focus on Customer Experience (CX)?
ijgolding
OCTOBER 1, 2017
Last week I had the honour of being a judge at the 8th annual UK Customer Experience Awards. As per my preference, I was fortunate enough to be on the panel of judges determining who the UK Customer Experience Professional of the Year should be. As someone who has championed Customer Experience (CX) as a profession for quite some time, it always feels apt that this is the category I should be overseeing. Just not CX Professionals.
Chattermill
MAY 12, 2019
Top 20 Books Every Customer Experience Professional Needs to Read Now. Customer Experience. We’ve also picked up a ton of insights by making our way through lots of books written by Customer Experience Guru's. Customer Experience Books. Here are the 20 must read books we ended up with: Our Favourite Books on Customer Experience. in 2000 to over $1 billion in 2008 by focusing relentlessly on customer success.
Smarter CX
MARCH 28, 2018
Let’s take a look at this groundbreaking technology, discuss some of its potential uses, and help give an understanding of what companies are doing to make blockchain a part of the customer experience. How could blockchain impact customer experience? The post Blockchain Technology 101 for Customer Experience Professionals appeared first on SmarterCX. Market Trends Commerce Customer ExperienceBitcoin. Decentralization.
Kerry Bodine
MAY 14, 2018
Last week, my colleague Amelia and I joined nearly 400 other customer experience professionals at the annual CXPA Insight Exchange in New Orleans. The following day, she took the CXPA ’s exam to become a certified customer experience professional. It was an energizing (and, to be completely honest, exhausting) two days—but the work didn’t end for Amelia when the conference was over.
ijgolding
OCTOBER 16, 2017
On the 3rd October 2017, in celebration of Global CX Day, I wrote an article entitled, ‘What Does it Take to be a Customer Experience Professional’ It is not the first time and will most certainly not be the last time I write about the significance of the profession that has become my vocation AND one that continues to grow at a rapid rate. So, the big question I had is how junior customer experience individuals can get into this field?
Smarter CX
JANUARY 17, 2020
Customer experience is a rapidly evolving craft, and enterprises are scrambling to adapt and become more customer-centric. Last year, Oracle surveyed 1,500 CX professionals in 20 different countries to measure global attitudes toward customer experience (ranging from excitement to anxiety), and compare rates of automation abilities and technology adoption across departments. For more insights, download the full Global Customer Experience Insights Report.
ijgolding
NOVEMBER 21, 2014
On this date I became a Certified Customer Experience Professional (CCXP). For the last twenty years I have been working across multiple industries to help businesses improve their ability to meet the needs of colleagues and customers. To now be able to demonstrate that my expertise is worthy of a professional qualification is a wonderful thing. Since July, I have spoken to Customer Experience professionals all over the world about the qualification.
ijgolding
OCTOBER 6, 2014
This blog post is written to mark the second global Customer Experience Day on Tuesday 7th October 2014. Join thousands of CX Professionals all over the world in marking the significance of Customer Experience in our lives today! What you are about to read are the exploits of one Customer Experience Professional as he went about his business during a working week.
Forrester
OCTOBER 7, 2015
In April 2015 , we started a conversation about what is different between business-to-consumer (B2C) and business-to-business (B2B) customer experience (CX). That early discussion focused on the fact that in B2B scenarios there isn't one "customer," but multiple stakeholders within a client account whose work depends on interactions with the vendor. B2B customer experience Customer Experience
eglobalis
SEPTEMBER 30, 2017
Die CXPA hilft Customer-Experience (CX)-Spezialisten, das Customer-Experience-Management zu einem festen Bestandteil der Unternehmensausrichtung zu machen und Transformation über die gesamte Unternehmung hinweg einzubetten. Die CXPA wurde 2011 gegründet und ist die weltweit führende Non-Profit-Organisation für die Weiterbildung und Förderung von Customer-Experience-Managern. Certified Customer Experience CCXP Zertifikations -Programm.
eglobalis
OCTOBER 1, 2017
The CXPA helps customer experience professionals make customer experience management an integral part of how their companies operate and to enable customer experience professionals to embed transformation across their organizations. Founded in 2011, the CXPA is the premier global non-profit international organization dedicated to the advancement and cultivation of the Customer Experience profession. Customer Experience
Customer Bliss
OCTOBER 7, 2014
Today is a great day for customer experience professionals around the world, as we celebrate and support the work of driving customer driven growth. Learn More: Customer Experience Professionals Association (CXPA). CCO Role & Success Factors customer experience customer experience professionals CX Day CXPA
ShepHyken
JULY 8, 2019
Each week I read a number of customer service and customer experience articles from various resources. Roger Dooley) Internet service providers and cable TV services have the lowest customer satisfaction ratings of all rated industries in one survey. These firms do many things poorly, but a bizarre interaction with my current internet provider uncovered a brand new customer experience failure. 10 Best Things about Customer Contact Week 2019!
ijgolding
SEPTEMBER 29, 2015
However, for one group of Professionals in the UK, September now offers a completely different and more exciting prospect. September is the month where Customer Experience in the UK is celebrated – and celebrated in style. On Friday 25th September 2015, hundreds of passionate Professionals who excel in demonstrating the power of Customer Experience, convened in London for the UK Customer Experience Awards.
ijgolding
OCTOBER 2, 2017
This post is part of the Customer Experience Professionals Association’s Blog Carnival celebrating customer experience. It’s part of a broader celebration of Customer Experience Day 2017. Yes, there will be thousands of professionals on every continent holding events, attending networking meetings, writing blogs, sharing stories, and celebrating successes about the continuing development of the Customer Experience Profession.
ijgolding
APRIL 3, 2017
Finally, a book has been written to help anyone aspiring to become a Certified Customer Experience Professional (CCXP)! I wish I could claim the credit for such an important milestone for the fledgling, global, professional qualification… but I cannot! The official description of the book is as follows: The Certified Customer Experience Professional (CCXP) is one of the most dynamic and exciting new certifications available for customer centric professionals.
ijgolding
FEBRUARY 16, 2015
I am unlikely to be the first person to write an article focusing on whether or not the Customer Experience really makes a difference. On a weekly basis, Customer Experience Professionals all over the world are being challenged to demonstrate the ‘tangible’ value focusing on the Customer […]. I am also unlikely to be the last.
ijgolding
APRIL 5, 2016
The very first question they asked me was “How did you become so passionate about customer experience management?” Using tools and methodologies to improve the ability of a business to meet and exceed customer expectation just made so much sense to me. That is why in my opinion, Customer Experience is not a job… it’s a vocation! They do what they do because they are as passionate about Customer Experience as I am.
ijgolding
FEBRUARY 15, 2018
If you have ever met me, or indeed read anything I have written, it is extremely likely you will know that I am rather passionate about the Customer Experience (CX) Profession. Customer Experience is a science – the more people who have the recognised knowledge and ability to apply the science, the better place the world will be for all customers and all employees.
ShepHyken
DECEMBER 13, 2019
This week we feature an article by Darcy Alexander who shares a checklist to guide us through the process of selecting the best CX vendors for our customer experience initiatives. When embarking on a customer experience (CX) change initiative, there are few decisions more critical to success than selecting the right vendor. If you are not important to them, you could end up second best if they have demands from ‘more important’ customers.
ijgolding
FEBRUARY 11, 2015
Yesterday I had the enormous pleasure of co-chairing the first ever Customer Experience Professionals Association (CXPA) Members Insight Exchange to be held outside of the US. The gathering of Customer Experience Professionals (CXPs) from across Europe was as inspiring an occasion as I hoped it would be.
ijgolding
JANUARY 29, 2015
This week I am focusing my blog on the importance of developing ‘authority’ as a Customer Experience Professional in celebration of the upcoming CXPA Members Insight Exchange on the 10th February in London. If you have not read all about how to earn authority as a Customer Experience Professional here. CX Professionals People customer experience professionals Customer Service Profession Deanna Ayres; Marketing Zen; Kova Corp Personal Growth
ijgolding
AUGUST 9, 2017
A perennial problem for any Customer Experience Professional around the world is to find an effective way to engage people with the significance of the subject. Whilst many profess to ‘get’ Customer Experience (CX), they tend to do so instinctively, intuitively and accidentally. One of the skills required by a CX Professional is the ability to drive the right level of adoption and accountability.
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