Four brands that inspire customer experience professionals


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?

Customer Experience Professionals: Why We Do What We Do


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?


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Customer Experience Professionals’ Essential Toolkit


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.

The 3 Trends Customer Experience Professionals Can’t Afford to Ignore

Beyond Philosophy

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.

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The CX Leader Handbook

Whether you’re just starting your CX career or looking to change roles, our CX Leader Handbook is for you. Grab your free copy to learn how to find the right job, thrive as a leader, and strategically plan for the future.

The importance of EARNING authority as a Customer Experience Professional


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.

Transformational Leadership – the key to unlocking the competencies of Customer Experience Professionals


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.

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What customer experience professionals can learn from entrepreneurs


5th Jan 2021 Entrepreneurs and startups intuitively understand the need to connect their products and services to the needs of the market - because if.What CX professionals can learn from entrepreneurs.

2021 87

Earning authority as a Customer Experience Professional – the importance of professional development


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 […].

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Career Pathways for Customer Experience Professionals


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.

The 2022 State of CX Report

Uncover the emerging trends that are influencing the decision-making and strategies driving the new era of customer experience.

Inspiration, Dedication, Perspiration – welcome to the mind of the Customer Experience Professional!


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.

Blockchain Technology 101 for Customer Experience Professionals


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.

How to become a Customer Experience professional


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 Training

Top Challenges For Customer Experience Professionals Amid Lockdown


Top Challenges For Customer Experience Professionals Amid Lockdown. Customer Experience Knowledge Base Picture Guides Self service

Plugging Your Community Into the Customer Lifecycle

Speaker: Nichole Devolites, Customer Experience Expert, SecureAuth

Customer experience professionals understand the importance of both creating and maintaining easily available programs that improve CX. Nichole Devolites is joining us for a webinar on July 27th at 12 pm EDT to discuss how CX professionals can integrate and connect their communities with the customer lifecycle. Register today!

What role do customer experience professionals play in brand purpose?


Engagement The role CX professionals play in brand purpose

10 videos all customer experience professionals should watch


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.

How Do Customer Experience Professionals Feel About the Future?


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.

What does it really mean to be a Customer Experience Professional?


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.

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The realities of life as a Customer Experience Professional – an interview with Richard Shenton


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)?

Announcing the Customer Experience Academy: helping you to become a Certified Customer Experience Professional (CCXP)


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.

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The secret diary of a Customer Experience Professional (aged 41 & 3/4)


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.

2014 69

What it takes to be a Customer Experience Professional – My CX Journey, by Carlton Gajadhar


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?

2017 54

Amelia Sizemore Is Now A Certified Customer Experience Professional

Kerry Bodine

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.

Top 20 Books Every Customer Experience Professional Needs to Read Now


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.

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B2B Customer Experience Professionals: Do You Know Who Your Customers Are?


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

2015 79

Which customer experience professionals were voted the world's best in 2020?


Download the eBook. GDPR data consent. CX Leader of the Year would like to keep you informed of all future news, resources, updates, and promotions connected to the annual award. Please tick this box to confirm. . Lead goal. TM Form. Not a TM Form. Internal or External. Internal.

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Die Customer Experience Professional Association gibt es jetzt auch in Deutschland, Österreich und der Schweiz – und wir brauchen Ihre Beteiligung.


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.

2017 48

Now Customer Experience Professional Association is also in our DACH region in Germany, Switzerland and Austria and We Need Your Participation


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

2017 48

New Service Offerings for SAP Customer Experience Solutions

SAP Customer Experience

We are excited to share that several new SAP Customer Experience activation and optimization services have been onboarded to the SAP Store.

2022 75

Happy Customer Experience Day!

Customer Bliss

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

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I’m like parsley – I get everywhere!’ – Stories that amazed and inspired me at the 2015 UK Customer Experience Awards!


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.

2015 85

5 Top Customer Service Articles for the Week of 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!

2019 98

Opinion or Reality? Does Customer Experience really make a difference?


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.

2015 90

Guest Blog: Winning Tactics for CX Vendor Selection


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. Remember, not all experience is fungible.

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