TechSee

AUGUST 14, 2023

Follow on LinkedIn Jeanne Bliss , Founder & CEO at Customer Bliss Jeanne Bliss is the Founder and President of CustomerBliss and Co-Founder of The Customer Experience Professionals Association.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

CX Accelerator

MARCH 14, 2019

a global community of Customer Experience professionals, where do we tend to excel, and where do we have critical gaps? While it is far from a definitive guideline, most of the test-takers were shocked at the accuracy of the results and the self-awareness it provided. As a function, we cannot continue this way.

Customer Experience 369

Customer Experience ROI Customers 2019 369

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

Leadership 259

Leadership Customer Experience Customer Centricity Net Promoter Score 259

Beyond Philosophy

DECEMBER 31, 2019

When you take on Customer Experience, you have to think about your business differently than you have in the past. The definition of madness is doing the same things and expecting different results. Prediction #4: Measurement will become a higher priority for Customer Experience professionals.

2020 152

2020 Customer Experience 2002 Consulting 152

Storyminers

AUGUST 26, 2020

While there are several definitions available, in this report CX is described as the collection of a customer’s interactions with a company, its products, and services over the course of the customer-company relationship.[1].

Competitive Advantage 69

Competitive Advantage Customer Experience Professionals Definition Interaction 69

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

GetFeedback

JULY 19, 2019

This question leads to a scale of 1 through 10, with 10 being definitely will recommend or something of the sort. One of the best ways to do that is to set up a Voice of the Customer (VoC program that both hears them and closes the loop for them. . Your customers are definitely ready to share! About the guest author .

Net Promoter Score 230

Net Promoter Score NPS Customer Journey Mapping Feedback 230

ijgolding

APRIL 5, 2016

Fast forward to the current day and I no longer believe I have a job – the dictionary definition of which is: a piece of work, especially a specific task done as part of the routine of one’s occupation or for an agreed price. Customer Experience is not a job… it’s a vocation! The post CX = V!

Customer Experience 74

Customer Experience Customer Experience Professionals 2016 2011 74

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. All too often, CX Professionals are still not taken seriously enough.

2017 63

2017 Customer Experience Customer Experience Professionals 2027 63

Beyond Philosophy

MAY 26, 2022

Assistant Professor of Marketing at Penn State Smeal College of Business was a guest on a recent podcast, and she explains perception of self and how it drives customer behavior. Dommer says the definition of self is a hard one to nail down. Practically speaking, there are a few implications Dommer’s research has on experiences.

Customer Experience Professionals 78

Customer Experience Professionals Information Definition Connections 78

ijgolding

FEBRUARY 6, 2017

It is a challenging profession for a variety of reasons – largely because it is not ‘black and white’ There is no one way of doing anything when it comes to Customer Experience. As a result, the Customer Experience discipline is most definitely NOT a tick, or check box exercise!

Customer Journey 113

Customer Journey Customer Journey Mapping Management Customer Experience Professionals 113

ShepHyken

FEBRUARY 26, 2023

All that makes for challenges that require us to step up our CX if we want to keep our best customers. Top 5 ChatGPT Prompts for Customer Experience Professionals by Michelle Hawley (CMSWire)In a world where customer experience (CX) is increasingly important, CX professionals need to stay ahead of the curve.

Article 62

Article Customer Service 2023 Call Center 62

Zeisler Consulting

APRIL 20, 2021

LinkedIn, Medium, tons of CX blogs and websites, including the Customer Experience Professionals Association (CXPA), Customer Think , and others, are all great sources of information for those looking to expand their knowledge and understanding of Customer Experience. In a compounding way.

Reference 93

Reference Customer Experience Professionals Definition Article 93

ijgolding

JULY 13, 2015

The word NO contains only two letters, yet its meaning can have serious ramifications on the behaviour of your employees and as importantly your customers. It is doubtful that you have ever taken the time to read the dictionary definition of a word that you are extremely likely to understand rather well! Customer Centricity Definition.

Customer Centricity 75

Customer Centricity Definition Fashion Hotels 75

Kustomer

NOVEMBER 6, 2018

How can customer service and support teams spread that positive feeling when customers are contacting them over the phone, over email, over chat, and across all of these channels and more? It definitely isn’t easy, but it is very possible. How do you retain your customers’ trust?

Omnichannel 40

Omnichannel B2C Customer Journey B2B 40

Ian Williams

APRIL 29, 2016

Just over four years ago, I wrote a blog post called “ Who owns Customer Experience ?”. The purpose of the post was to attempt to establish the best ‘place’ within the business to ‘house’ the Customer Experience professionals. One tongue-in-cheek argument is to sack all of your customer experience professionals.

Customer Experience Professionals 94

Customer Experience Professionals Telecommunications Customer Journey Mapping Brands 94

ijgolding

MARCH 31, 2017

So when my friend and fellow CCXP (Certified Customer Experience Professional), Mike Bartlett sent me his own story comparing Delta and Virgin, I felt that others needed to read it too! At the end of the call Delta asked me if I would hire the rep if I had a call center and I could rate from 1=definitely not to 5=definitely.

Customer Experience 65

Customer Experience Airlines Travel Customer Experience Professionals 65

ijgolding

JULY 12, 2017

This is why anyone who aspires to be an effective Customer Experience Professional must have a demonstrable working knowledge of how to influence organisations to ADOPT an approach to Customer Experience and to take ACCOUNTABILITY for the actions required to create, evolve, sustain and embed it.

Customer Experience 65

Customer Experience Government Definition Customer Experience Professionals 65

Customer Bliss

MAY 16, 2017

She is a Certified Customer Experience Professional (CCXP) as well as certified Six Sigma Green Belt. She is an IAF Certified TM Professional Facilitator. Milista has “the sum of all relationships with your customers.” Anderson holds a B.S. from the University of Tennessee at Chattanooga and M.Ed.

Chief Customer Officer 0

Chief Customer Officer Financial Reference Document 0

Confirmit

DECEMBER 17, 2018

The trends we highlight have been selected using guidance from a base of 200 customer experience professionals. There is definitely some great opportunity ahead for AI over the next year or so and there will be processes that can be improve through its use.

2019 40

2019 Customer Experience Return on Investment 2018 40

Lumoa

MARCH 21, 2023

I share some experiences from Rituals, a brand that excels in delivering moments worth experiencing and share some practical hands-on advice into how businesses could advantage from creatively designing and implementing working values.

Books 94

Books Customer Experience Chief Customer Officer Customer Experience Management 94

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

Storyminers

MAY 8, 2017

They all use the six customer experience pillars. Harness inevitable changes—immerse in Experience Design Improvement & Innovation Click To Tweet. Some have seen their fortunes rise. Some have even stayed at elevated levels.

Innovation 76

Innovation ROI Customer Experience Professionals Customer Centricity 76

ijgolding

DECEMBER 14, 2017

I first became aware of job roles containing the words, ‘Customer Experience’ in the early noughties. However, it was not until 2011, with the creation of the Customer Experience Professionals Association (CXPA), that the role became officially recognised as a profession.

Customer Experience 65

Customer Experience 2018 2017 Customer Experience Professionals 65

ijgolding

DECEMBER 4, 2019

This is validated by all standard business definitions of Quality: ‘ Quality is the extent to which a product or service meets a customer’s expectation. Quality is relative (feelings/experiences) to the perceived need of a user and is expressed as the right combination of product and price.’. Its people that meet, not products.

Measurement 92

Measurement Customer Experience Professionals Definition Management 92

CX Journey

SEPTEMBER 1, 2016

CX Day is a celebration of customer experience professionals, those folks who work tirelessly to design and deliver a great customer experience to their customers. This day is meant to not only highlight the profession but also to continue to raise awareness of the importance of the customer experience.

2013 37

2013 Customer Experience Professionals Events Webinar 37

Tricia Morris

MARCH 14, 2016

. – ThinkJar. • The probability of selling to an existing customer is up to 14 times higher than the probability of selling to a new customer. Want to Learn More About Customer Service & Retention? Read 10 Customer Service Trends to Watch in 2016. – SDL Global CX Wakeup Call Report.

2016 64

2016 Chief Customer Officer Poor Customer Service Customer Retention 64

ReviewTrackers

MAY 8, 2017

This is why more and more businesses are investing in customer experience, learning and applying industry best practices, and developing strategies in customer experience management. For more on CX: “ Customer Experience Definition — and How CX Differs from Customer Service”.

2017 50

2017 Events Customer Experience Customer Journey Mapping 50

Thematic

MARCH 5, 2019

There is no one way of doing anything when it comes to Customer Experience. The art and skill of the Customer Experience Professional is knowing how to adapt and flex the tools, techniques and disciplines for any and every situation that faces them. 11 questions for customer journey management.

Customer Journey 69

Customer Journey Customer Journey Mapping Management Customer Experience Professionals 69

Oracle

MARCH 7, 2019

I often remind people the acronym “CX” was little-known until Bruce Temkin and Jeanne Bliss co-founded the Customer Experience Professionals Association in 2011. “Customer experience” across the organization wasn’t a clear business initiative or concern. CX: The Past.

2011 103

2011 E-support 2019 Customer Centricity 103

CX Journey

SEPTEMBER 19, 2017

By definition, the mapping process is a collaborative effort that brings different departments together to build that initial assumptive map: for discovering, learning, and sharing. Once you've created the assumptive map , you must have the map validated by customers. Definitely not. This is where maps help to break down silos.

Definition 48

Definition Touchpoint Customer Experience Professionals Customer Experience 48

CX Journey

JULY 5, 2018

Customer experience professionals know that, in order to deliver a great experience, companies must listen to customers, link customer feedback to transactional (and other) data, and act on what they hear. The important component along each phase is, obviously, the data and what is done with the data.

2017 47

2017 Customer Experience Professionals Metrics Presentation 47

Bob Hayes

DECEMBER 29, 2014

In a review of 40+ definitions of Big Data, I found that the Big Data phenomenon includes discussions of six areas, each important to the field of Big Data. The Hidden Bias in Customer Metrics : Metrics don’t exist in a vacuum. Six Ways to Define Big Data : Big Data is a vague term, used differently by different people.

2014 76

2014 Metrics Net Promoter Score Blog 76

Oracle

FEBRUARY 22, 2018

Artificial intelligence (AI) has become part of the daily vocabulary of a customer experience professional. Generally speaking, the definition of artificial intelligence is the use of machines to do cognitive work such as problem solving, pattern matching, and creating new patterns.

Customer Experience Professionals 42

Customer Experience Professionals Definition Reference Consumers 42

Beyond Philosophy

OCTOBER 6, 2014

When we work with clients, we train the CX teams on assessing how Customer-centric they are. They include the following: What is the definition of the type of Customer Experience you want to deliver? Do you have a person or team of people responsible for managing the Customer Experience for your organization?

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

ijgolding

FEBRUARY 12, 2018

They require a strong focus on designing the promised customer experience, building the right capabilities, aligning the whole organisation behind its delivery and empowering all colleagues to support it end-to-end – well before they start to communicate to their customers those new brand promises.

Customer Experience 52

Customer Experience Advertising Competitive Advantage Customer Experience Professionals 52

CX Journey

MARCH 1, 2017

Customer experience professionals fight hard for the customer and are often challenged when it comes to making the case for improving the customer experience and transforming the company culture to be customer-centric versus other, more easily quantifiable company initiatives.

Customer Centricity 50

Customer Centricity Culture Customer Experience Professionals ROI 50