CX Accelerator

MARCH 9, 2020

As customer experience professionals, I think we’re especially prone to battling impostor syndrome. A passionate connector of people, Erica Marois is a customer and employee experience enthusiast who loves helping others find unique solutions to their biggest challenges. The work is also complicated.

Contact Center 182

Contact Center Social Media Travel Advertising 182

Customer Guru

AUGUST 8, 2018

He has extensive experience in retail, wholesale, franchising, and small business and has a strong belief in positive customer experience. She has over 16 years of experience in areas of market research, program management, marketing, instructional design, and training. Aimee Lucas Follow @Aimee_Lucas.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

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

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. As professionals we are passionate about our roles and responsibilities.

CEM 40

CEM Customer Experience Professionals ROI Webinar 40

Customer Bliss

APRIL 25, 2017

Last week, I wrote a blog post about the employee experience side of the United incident. Diane is currently CEO of the Customer Experience Professionals Association. Prior to that, she held high-ranking, customer-facing roles at AT&T and Sysco. The repercussions are real. About Diane.

Airlines 128

Airlines Download Customer Experience Professionals Connections 128

Customer Guru

AUGUST 21, 2018

The CXPA Board of Directors member has expertise in ’embedding customer experience DNA in company culture’ – she has successfully led company-wide customer experience at Applied Materials. Its original version was the cornerstone of the 2012 book “Outside In: The Power of Putting Customers at the Center of Your Business.”

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

ijgolding

JANUARY 28, 2018

Last week I had a fascinating conversation with a peer of mine – a fellow Customer Experience Professional. James Dodkins is as passionate about transforming organisations to become sustainably customer centric as I am. The six steps are as follows: Step 1 – Attract.

Engagement 78

Engagement Customer Centricity Culture Customer Experience Professionals 78

CX Journey

OCTOBER 27, 2015

The spirit of the statement, though, is this: every employee impacts the customer experience , whether he's part of your frontline interacting with customers face to face/phone to phone or she's behind the scenes making sure the website works well or designing brochures to describe your products. In this regard.

Customer Experience 80

Customer Experience Customer Experience Professionals Call Center Consulting 80

Confirmit

JULY 10, 2019

With the right level of trust you can motivate, empower and encourage everyone in the organization to do the right thing for your customers and deliver real business value. Brad helps Confirmit customers grow their CX programs to maturity, enabling transformational change that optimizes customer and employee experiences.

Webinar 45

Webinar B2C Customer Experience Professionals Customer Centricity 45

Russel Lolacher

JULY 4, 2022

In this episode of Relationships at Work, Russel chats with co-founder of the CX Accelerator and speaker Nate Brown on how to build build community to benefit your employee experience in your industry. So it was a really bad employee experience. Connect with Nate on his platforms: Linkedin. CX Accelerator. Hello, sir.

Employee Experience 52

Employee Experience Connections Leadership Definition 52

Confirmit

JULY 10, 2019

With the right level of trust you can motivate, empower and encourage everyone in the organization to do the right thing for your customers and deliver real business value. Brad helps Confirmit customers grow their CX programs to maturity, enabling transformational change that optimizes customer and employee experiences.

Webinar 40

Webinar B2C Customer Experience Professionals Customer Centricity 40

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

Confirmit

SEPTEMBER 5, 2017

As a Customer Experience professional, do you find yourself struggling to show real results and tangible business outcomes? After roughly twenty years as a discrete discipline, Customer Experience (CX) is still a difficult career in which to demonstrate business value.

Customer Experience 49

Customer Experience 2012 Customer Experience Professionals 2017 49

Confirmit

JUNE 26, 2019

With the right level of trust you can motivate, empower and encourage everyone in the organization to do the right thing for your customers and deliver real business value. Brad helps Confirmit customers grow their CX programs to maturity, enabling transformational change that optimizes customer and employee experiences.

Webinar 40

Webinar B2C Customer Experience Professionals Customer Centricity 40

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

CX Journey

OCTOBER 4, 2016

When we spoke, my questions were focused on things that I felt would be helpful for customer experience professionals in the throes of culture transformations within their own businesses, with a few other questions sprinkled in because, well, I was curious. Let's dive in. Why don't CEOs get it?

Banking 75

Banking Culture Books Innovation 75

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 208

Customer Centricity Social Media Customer Service Representative Contact Center 208

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 182

Customer Centricity Social Media Customer Service Representative Contact Center 182

Lumoa

MARCH 21, 2023

I wanted my book to have a transformation lenses, providing advice on how to question the status quo in an organisation, as well as offering insights into how organisations can be transformed to deliver sustainable change that has positive outcomes for customer experience, employee experience and financial success.

Books 94

Books Customer Experience Chief Customer Officer Customer Experience Management 94

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). LinkedIn : [link]. Website : [link]. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

ClearAction

JANUARY 6, 2021

You are a customer of many companies as an individual consumer: you know that your experience begins far before an interaction and ends when you no longer have the need for a type of solution. Similar disagreement would occur with the idea that your employee experience equals HR’s resolution of your complaints.

2021 77

2021 Customer Experience Net Promoter Score Workshop 77

ReviewTrackers

MAY 8, 2017

Organized by the Customer Experience Professionals Association (CXPA), the 2017 Insight Exchange gathers over 300 CX professionals for world-class customer experience learning and networking. CXPA Insight Exchange. When: May 16 to 17, 2017. Where: Phoenix, AZ. When: July 17 to 19, 2017. Where: Boston, MA.

2017 50

2017 Events Customer Experience Customer Journey Mapping 50

Horizon CX

DECEMBER 1, 2023

Customer Loyalty and Retention Studies: Explore studies that delve into the correlation between customer loyalty, retention, and financial success. Industry-Specific Customer Experience Reports: Many industries release reports that focus on the state of customer experience within that sector.

Customer Centricity 52

Customer Centricity Automotive E Commerce Fashion 52

CX Journey

FEBRUARY 14, 2018

And customers are still complaining. In other words, customer experience improvement efforts are failing. We advocate, as customer experience professionals, getting to the root cause of issues. It's about the employee experience more first! Certainly not last or least is the employee.

Employee Experience 46

Employee Experience Culture Definition Customer Experience Professionals 46

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. CX: The Present.

2011 103

2011 E-support 2019 Customer Centricity 103

CX Journey

NOVEMBER 29, 2017

But, as customer experience professionals, we know that our work is not done until change has happened. And you've found a lot of improvements to be made. Remind everyone why change is happening and who it impacts. Tell the story. There are more things you can do, for sure. Feel free to leave your thoughts in the comments below.

Customer Experience Professionals 49

Customer Experience Professionals Employee Experience Customer Journey Customer Experience Management 49

ProProfs Chat

DECEMBER 7, 2018

Your ability to provide an improved experience during a peak season like the yuletide builds your customers’ confidence in your capabilities to deliver quality consistently and that positively impacts customer loyalty and advocacy. Diane Magers CEO, Customer Experience Professionals Association. Tweet this.

Customer Service 96

Customer Service E Commerce Chief Customer Officer E-support 96

CX Journey

JULY 5, 2016

As you know by now, I'm no stranger to advocating for - and writing about - ROI and building the business case for you employee and customer experience improvements. The implications of investing in both the employee experience and the customer experience are measurable against the bottom line.

Customer Experience 47

Customer Experience ROI Return on Investment Customer Experience Professionals 47

Michel Falcon Experience

SEPTEMBER 25, 2014

The outcome of appointing a CCO or Operations Manager, Customer Experience is a reduction of silos within an organization. Jeanne Bliss , advocates that the Chief Customer Officer (CCO) should be an executive that leads the customer experience.

Customer Experience 120

Customer Experience Chief Customer Officer Competitive Advantage Customer Centricity 120

CX Journey

JANUARY 6, 2015

The other piece that I think is a must-have for 2015 (as it should be every year) is a focus on the employee experience. There is so much data out there that shows employee engagement levels to be at their lowest ever, and yet there''s also tons of data that supports the fact that employee engagement drives business results. (I''ve

2015 64

2015 Employee Experience Customer Experience Professionals Customer Experience 64

PeopleMetrics

JUNE 16, 2015

DISCLAIMER: The CX Feud is a game in which 150 customer experience professionals took our assessment about the presence, or absence, of customer centricity practices in their organizations. 7 in 10 say that the company shares customer feedback with employees. On your marks…. Let's start …. The CX Feud!

Customer Centricity 96

Customer Centricity Leadership Net Promoter Score Magazine 96

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. They make our lives better, share their expertise, uplift our spirits, and show profound generosity. Why we love Augie: He’s the Sr.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

CX Journey

MARCH 12, 2015

But both areas are essential for the customer experience professional and for organizational leadership. By managing a customer-centric culture that supports engaged employees, you can transform your organization into one that truly puts customers at its heart. Particularly their alignment.)

Culture 66

Culture Engagement Customer Centricity Entertainment 66

Confirmit

APRIL 15, 2019

Brad is a seasoned customer experience professional with decades of experience leading and managing programs to enhance the customer experience in a wide variety of industries. Brad Linville. Director, CX Consulting, Confirmit.

Customer Experience 40

Customer Experience Webinar B2C Roadmap 40

Horizon CX

OCTOBER 2, 2023

The Frontline Experience Gap – Competence, Supervision, and Data by Scott Gilbey “I help identify customer and employee experience gaps that adversely impact the frontline. Experience improves and so does P&L. Speaking of KPIs, let’s turn to the third experience gap dimension – Data.

Net Promoter Score 52

Net Promoter Score 2005 Retail NPS 52

Beyond Philosophy

JANUARY 7, 2016

In 2016, more organizations will now embrace the subconscious and psychological experience, thus embracing Behavioral Economics. One of the key outputs of any employee engagement program is an improvement in the Customer Experience. Merge your employee engagement and customer experience program together.

2016 74

2016 2002 Insurance Books 74

CX Journey

MARCH 16, 2017

As a follow-on to my post earlier this week about companies having no budget for customer experience improvements, I thought I'd compile a few ideas on how to move beyond the "no budget" excuse and make improvements that cost little to nothing. Not a good feeling when you're a customer experience professional.

Culture 45

Culture Employee Experience Customer Experience Professionals Customer Centricity 45