CX University

NOVEMBER 7, 2023

To meet the market demands for quality online instruction and preparation for Certified Customer Experience Professional (CCXP), CX University (CXU) launches its CCXP Exam Prep Course.

Roadmap 52

Roadmap Customer Experience Professionals 2016 ROI 52

CX University

OCTOBER 12, 2021

PHILADELPHIA, PA – October 12, 2021 – The Customer Experience Professionals Association (CXPA) updated their professional certification exam (CCXP) on October 5, 2021 and CX University’s (CXU) online courses are congruent with the new exam content domains.

Definition 98

Definition 2021 2014 ROI 98

Alida

JANUARY 7, 2019

For customer experience professionals – those activating the insights customers offer – the winners will be those who earn the right to work inside the system of record’s firewall, engaging the right customers to share data and opinions that can build upon what’s already known by the enterprise.

2019 212

2019 Customer Experience Customer Centricity Competitive Advantage 212

CX University

NOVEMBER 21, 2023

From then onward, CX University has been recognized by the Customer Experience Professionals Association (CXPA) as an Authorized Resource Training Provider by meeting its rigorous curriculum review and approval process.

Roadmap 52

Roadmap 2016 ROI Customer Experience Professionals 52

Lumoa

APRIL 21, 2022

And so, Ladies and Gentlemen, I present to you: The Customer Support Blues I know I’m the foundation The core The nerve centre But I don’t have a voice I’m just a cheap, low-cost renter Seen as a complainer No-one wants to mentor a dissenter Silly me I’m just a lowly Cost Centre Understaffed No life raft Just a ton of hard graft “More headcount?”

Banking 83

Banking Customer Satisfaction Webinar Insights 83

SurveySparrow

JUNE 21, 2023

Hence, this task involves understanding the company’s goals, closely studying customer behavior, and tailoring business processes to cater to customer needs effectively. The first step to devising a standout CX strategy is to establish clear and measurable customer service objectives.

Consulting 52

Consulting Metrics Customer Journey Mapping Customer Experience 52

Alida

APRIL 26, 2018

Today, customer centricity, or some notion thereof, has become the strategic posture of almost every profitable company in existence. He described it as a growing reality gap between brands and their customers. According to the Boston Consulting Group, 44% of corporate executives rank customer insight as one of their top priorities.

Insights 133

Insights Customer Centricity 2016 Webinar 133

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

Lithium

MAY 12, 2021

Those who do keep their jobs will do so by ensuring that their metrics and measurements relate to what matters most: KPIs with a dollar sign in front of them.” - Harley Manning, Forrester Research. Why the right data is key to transforming customer insights into business outcomes. Register for our webinar HERE.

Webinar 59

Webinar Customer Experience Professionals Measurement Leadership 59

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

Lumoa

JANUARY 19, 2023

– Do different types of customers have a preferred way to buy? How can we measure the interaction? What’s something measurable that can tell how well we are doing? The two positions work closely together to ensure that the customer experience is aligned with the organization’s overall strategy and goals.

Customer Experience 94

Customer Experience Net Promoter Score Metrics NPS 94

ReviewTrackers

MAY 8, 2017

Session topics include how to make the most of customer feedback , the different elements of ROI, employee engagement, the continued role of NPS in measuring customer satisfaction, agile operations, and in-depth measurement and insight, among others. Interactive Customer Experience (ICX) Summit.

2017 50

2017 Events Customer Experience Customer Journey Mapping 50

Lumoa

OCTOBER 24, 2023

A high Net Promoter Score (NPS), a large number of new customers in a month, or fewer unsatisfactory customer service request conclusions, are just some of the metrics we use to measure an effective customer experience. Customer Experience (CX) hinges upon customers’ sentiments.

Competitive Advantage 83

Competitive Advantage Customer Experience Net Promoter Score Culture 83

Experience Matters

DECEMBER 15, 2015

Organizations will rethink their offerings and operating processes, baking in assumptions that customers and employees are continuously connected. As companies get comfortable using text analytics and collecting customer insights from unstructured data, they often focus on their largest interaction dataset: contact center calls.

2016 91

2016 Customer Experience Customer Connectedness 2015 91

Storyminers

MAY 8, 2017

They all use the six customer experience pillars. Interestingly, the one that’s currently receiving the least amount of attention is Experience Design Improvement & Innovation. Harness inevitable changes—immerse in Experience Design Improvement & Innovation Click To Tweet.

Innovation 76

Innovation ROI Customer Experience Professionals Customer Centricity 76

ijgolding

OCTOBER 3, 2016

As I continue to develop my Customer Experience Specialism around the globe, a number of questions are continually raised by the people I meet. These questions include the following examples: Should I measure NPS or CSat? How many customer segments should we have? Should we have a Chief Customer Officer.

Customer Centricity 105

Customer Centricity Customer Experience Chief Customer Officer Customer Journey 105

SurveySensum

JULY 14, 2020

XM Scientist and Co-Founder at Effectly AB and experiasummit.com, Joakim Thörn is a subject-matter expert and a speaker who specializes in facilitating and helping clients expand their market presence through experience-based differentiation. Aimee Lucas – Customer & Employee Experience Researcher, Advisor, Trainer, Speaker, CCXP.

2020 132

2020 Customer Experience Magazine Consulting 132

CX Journey

MAY 3, 2016

The Customer Experience Professionals Association (CXPA) was established in 2011 to support and to advance the customer experience profession, to set standards for the profession, and to increase the visibility of these long-unsung heroes. Best practices and customer stories are shared regularly with employees.

Customer Experience 40

Customer Experience Customer Experience Professionals ROI 2011 40

Pointillist

AUGUST 18, 2021

I recently sat down with three luminaries in the field of customer experience to discuss the highlights of Pointillist’s third annual report on the State of Customer Journey Management and CX Measurement. And it’s still misunderstood by too many, because it is a way of driving continuous measurable change.

Customer Journey 40

Customer Journey Omnichannel Measurement Social Media 40

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

Wootric

FEBRUARY 14, 2019

These authors, speakers, thought-leaders and dedicated customer experience professionals have all helped contribute to the widespread adoption of CX, not just as a strategy, but as a higher goal. Why we love David : He’s VP of Customer Insights at Ancestry.com. Why we love Augie: He’s the Sr. Bruce Temkin.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

ClearAction

FEBRUARY 26, 2015

Contact the author, Lynn Hunsaker , to find out how to customize these practices to your situation. Notes: Customer Journey Mapping is part of VoC, Customer Insight & Understanding, which is one of the six domains in the body of knowledge advocated by the Customer Experience Professionals Association (CXPA).

Customer Journey Mapping 109

Customer Journey Mapping Customer Experience Workshop Customer Journey 109

Confirmit

APRIL 15, 2019

Ecore’s Voice of the Customer program measures and monitors the customer experience at many stages of the customer journey. It also delivers customer insights that are used by stakeholders all over the business to drive decision-making. Date: Tuesday, April 23. REGISTER HERE. Brad Linville.

Customer Experience 40

Customer Experience Webinar B2C Roadmap 40

ClearAction

FEBRUARY 23, 2015

Contact the author, Lynn Hunsaker , to find out how to customize these practices to your situation. Notes: Customer Journey Mapping is part of VoC, Customer Insight & Understanding, which is one of the six domains in the body of knowledge advocated by the Customer Experience Professionals Association (CXPA).

Customer Journey Mapping 96

Customer Journey Mapping Customer Experience Customer Journey ROI 96

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

ClearAction

FEBRUARY 27, 2015

A sensible approach to customer experience journey mapping — and all other voice-of-the-customer and customer experience intelligence methods — is what's needed for sustained customer experience ROI. Related articles: Voice of the Customer: Do This, Not That.

Customer Journey Mapping 118

Customer Journey Mapping Customer Journey Insights ROI 118

SuiteCX

JANUARY 2, 2017

As 2016 rapidly draws to a close, Customer Experience continues to be a “hot topic” on everyone’s agenda, but companies are having trouble making progress. The primary disconnects are how Customer Experience professionals present and communicate Customer Experience to the C Suite. Customer Insight.

2016 40

2016 Customer Journey Mapping Customer Insights Customer Satisfaction 40

SuiteCX

JANUARY 2, 2017

As 2016 rapidly draws to a close, Customer Experience continues to be a “hot topic” on everyone’s agenda, but companies are having trouble making progress. The primary disconnects are how Customer Experience professionals present and communicate Customer Experience to the C Suite. Customer Insight.

2016 40

2016 Customer Journey Mapping Customer Insights Customer Satisfaction 40

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

CX Journey

DECEMBER 13, 2018

How to Build a CX Team Within the CX Team, the Customer Experience Director (or Customer Insights Director) leads the charge. Hiring without a Customer Insights Team in Place The CX cycle begins and ends with customer insights (the Voice of the Customer program).

Insights 33

Insights Customer Insights Leadership Insurance 33

Horizon CX

SEPTEMBER 30, 2013

I’m reflecting and writing this latest blog on the eve of the very first Customer Experience Day (CX Day) declared so by the Customer Experience Professionals Association (CXPA) as the first Tuesday in October from this point forward. How big is the risk represented by the way we currently engage with customers?

CEM 55

CEM Customer Experience 2007 2011 55

SmartKarrot

JUNE 11, 2021

The CCSMP certification is based on the Practical CSM framework that works across the entire customer lifecycle. Some of the core areas in the program include onboarding meetings, customer meetings, objection handling, communication skills, and more. You will also learn customer profiling and all about customer success gaps.

2021 22

2021 Customer Success Workshop Customers 22

Pointillist

APRIL 17, 2019

Marketers are using a variety of systems today to design, manage and measure multichannel campaigns. Managing customer level data and audiences in separate systems for targeting and orchestrating multichannel campaigns is a challenge. Why is this so?

Customer Journey Mapping 51

Customer Journey Mapping Customer Journey Touchpoint Multi-Channel 51

Lumoa

OCTOBER 31, 2018

This will push more aggressive change driven by Customer Experience professionals. Organizational alignment will be most critical – both internally and to the market and customer expectations. Successful organizations will drive deep, orchestrated transformation rather than just fixing customer issues or tracing scores.

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

Pointillist

APRIL 26, 2018

As per the ‘State of Customer Experience in 2018’ survey , one of the biggest roadblocks to delivering exceptional customer experience is dealing with customer data. Without a single customer view and real-time insights, organizations struggle to deliver the quality experiences that customers are looking for today.

Customer Experience 72

Customer Experience Events Touchpoint Customer Journey 72

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

ijgolding

AUGUST 2, 2017

The great thing about TripAdvisor is that it gives you free access to customer insight. Every customer comment is an opportunity to find out (for free) what customers expect. It appears my customer experience ‘radar’ is working perfectly well. 2 is doing well. Both have nice reviews. But café no.

Social Media 14

Social Media Feedback Consulting Customer Experience Professionals 14