Customer Guru

AUGUST 21, 2018

Kristina is a customer experience expert and host of “The Customer Experience Podcast for Business Leaders”, a podcast series for motivating C-Suite and leadership teams in improving customer experience. Marketing and thought leadership programs. Kristina Evey Follow @KristinaEvey.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

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

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. Many are unaware that infused in their brand DNA are 14 leadership principles.

Engagement 78

Engagement Customer Centricity Culture Customer Experience Professionals 78

Lumoa

MARCH 21, 2023

Specifically, included in the tips and strategies in the book are our top culture-changing tools that move an organization to be more customer-focused.” Customer service is not a department. It’s a philosophy to be embraced by everyone, from the leadership to the most recently hired.

Books 94

Books Customer Experience Chief Customer Officer Customer Experience Management 94

CX Journey

OCTOBER 4, 2016

The concept itself, which is also the title of a book ( Weology: How Everybody Wins When We Comes Before Me ), summarizes the leadership style of Peter Aceto , CEO of Tangerine Bank. Customer Service Week/CXDay We started our conversation talking about Customer Service Week and Customer Experience Day.

Banking 75

Banking Culture Books Innovation 75

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

ijgolding

SEPTEMBER 21, 2015

That is why I also advise people that I am a Customer Experience ‘Specialist’ – not an ‘expert’ – as I believe that anyone who champions a profession should be continually developing their specialism. Continuous professional development never ends!! Patrick Dempsey OBE.

Books 91

Books Brands Customer Experience Chief Customer Officer 91

CX Journey

OCTOBER 5, 2015

If company leadership isn't on board with focusing on the customer experience, then forget it; it won't happen. She must be the first one to step up and say that the customer is going to be the priority for the comp any. Speaking of organization-wide commitment, need some ideas for getting employee buy-in , too?

E-support 68

E-support Leadership Government ROI 68

ijgolding

APRIL 4, 2017

Just this week, a fellow human being – who also happens to be a passionate Customer Experience Professional, has inspired me to write this post. Jacques Strydom believes, that when we are talking about the subject of Customer Experience, we must always start by remembering that we are Human first.

Technology 134

Technology Innovation Leadership Customer Experience Professionals 134

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

Beyond Philosophy

JANUARY 7, 2016

Whilst emotions are important and account for over 50% of a Customer Experience, understanding how to stimulate and evoke emotions at the subconscious and psychological level is the latest thought leadership in our field. One of the key outputs of any employee engagement program is an improvement in the Customer Experience.

2016 74

2016 2002 Insurance Books 74

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 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

Beyond Philosophy

JANUARY 7, 2016

Whilst emotions are important and account for over 50% of a Customer Experience, understanding how to stimulate and evoke emotions at the subconscious and psychological level is the latest thought leadership in our field. One of the key outputs of any employee engagement program is an improvement in the Customer Experience.

2016 60

2016 2002 Insurance Books 60

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

Qualtrics

MAY 20, 2019

Asking the service member, asking their families… what’s your experience been like living this life as a military family? That’s what the leadership team at Barksdale Air Force Base in Louisiana wanted to find out, and they chose Qualtrics as the tool to help. What are the things that happen that make you want to stay or leave?

Government 24

Government Multi-Channel Leadership Entertainment 24

CX Journey

OCTOBER 6, 2016

It's a challenge that customer experience professionals face as they attempt to get executive commitment, transform the organization's culture, and more. What advice would you give to these professionals to help them help others (especially executives) change the way they think about things?

Banking 67

Banking Culture Books Metrics 67

Oracle

JUNE 3, 2020

” Andrew Hinkelman, Leadership Coach & Consultant, Priority-1 Group. When you marry these skills with a strong business and financial acumen, you have a recipe for a CX professional capable of identifying and solving real business problems which will lead to better — and more profitable — customer experiences.”

2022 40

2022 Customer Experience Professionals Financial Retail 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

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

CX Journey

JANUARY 2, 2019

Traditionally, customer experience professionals are thought to have no budget. Customer service is one of those interactions. Do Leaders Really Care About Their Employees? We have a crisis in leadership. What's in Your #CX Budget? I think this is an important thing to consider - your CX budget.

2018 37

2018 2005 2019 ROI 37

SmartKarrot

DECEMBER 2, 2020

Women are owning more responsibilities and are emerging to adorn strong leadership competencies. Women in customer success are taking over the town and converting every milestone which was once considered as surreal. Customer Success as a niche is highly competitive and caters to a large volume of masses.

Customer Success 17

Customer Success 2021 White Paper Contact Center 17

CX Journey

NOVEMBER 9, 2016

I'm looking forward to working with more new clients and meeting and learning from more brilliant customer experience professionals going forward. I've made some new friends, worked with some new clients, and have just had a great time! Thank you to all who continue to read what I write.

Customer Experience Professionals 66

Customer Experience Professionals B2B Blog Culture 66

Qualtrics

MARCH 19, 2019

Sophisticated governance settings embedded within the platform allow a chosen administrator to control all of your agency’s survey accounts, thereby reducing the risk of data misuse or access, while eliminating data silos that prevent holistic data from making its way to your agency’s leadership and stakeholders. Watch Webinar.

Feedback 22

Feedback Government Webinar Customers 22

Qualtrics

JANUARY 2, 2019

All in all, 2018 was a pretty good year for federal agencies working to advance the customer agenda. It was packed with new learning events, new thought leadership, and the launch of government CX centers of excellence, for example. See how Qualtrics is improving the government experience. Request Demo.

Government 20

Government 2018 2019 Customer Experience 20

ijgolding

MAY 23, 2017

Usually (although not exclusively) the domain of men and women working for organisations in senior roles, the ‘rolling eye phenomenon’ often occurs when someone like me, a Customer Experience Professional, starts to talk about anything related to the Customer Experience.

Customer Experience 91

Customer Experience Financial Customers Article 91

CX Journey

SEPTEMBER 5, 2017

As customer experience professionals, we are tasked with transforming the customer experience, to reduce effort for our customers. We're trying to plan at least a month in advance. Set your calendar to join us on September 6 and every Wednesday thereafter! Let's think about ourselves today.

2017 45

2017 Customer Experience Professionals Books Customer Experience 45

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. The upheaval that digital engagement and collaboration is having on business leadership and organizational communication.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. The upheaval that digital engagement and collaboration is having on business leadership and organizational communication.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Russel Lolacher

OCTOBER 10, 2022

In this episode of Relationships at Work, Russel chats with author and employee experience leader Stacy Sherman on the latest employee experience workforce trends your organization needs to watch and plan for in the years ahead. What is missing the mark for EX leadership and HR right now. BBC article.

Net Promoter Score 52

Net Promoter Score Leadership Employee Experience Culture 52

ClearAction

MARCH 22, 2024

CX is a Team Sport: 2 Surprising Views Lynn Hunsaker CX is a Team Sport was the CX Day 1 theme in 2021, celebrating the 10th anniversary of the Customer Experience Professionals Association. Camaraderie within the Customer Service (or Success) department is another way CX is a Team Sport. ” Why? ” (silos!)

Sports 62

Sports 2024 Chief Customer Officer Customer Centricity 62

ijgolding

NOVEMBER 22, 2016

Fortunately, the profession that customer experience has become is steadily building a burgeoning number of just such people. The better able a business is to create that balance, the more likely it is that it will not just deliver a better customer experience – it will also deliver a better employee experience.

Customer Centricity 113

Customer Centricity Culture Magazine Customers 113

Lumoa

APRIL 24, 2018

The maturity of the organizations ability to use this rich information and leadership greatly determine the outcome of this or any listening system truly driving culture change that leads to improved customer and employee experiences." Blake Morgan Customer Experience Futurist, Speaker and Author.

NPS 135

NPS Net Promoter Score Metrics Effort Score 135

Qualtrics

NOVEMBER 21, 2019

Samantha believes that collaboration is critical to great leadership and even more pivotal to great EX ( employee experience ). We just launched a leadership academy and it’s for everyone – not just a select few.”. For more than 20 years, Bruce Temkin has been a central figure in the world of CX ( customer experience ).

2020 22

2020 Retail Entertainment Leadership 22

Qualtrics

FEBRUARY 20, 2019

From his influential thought leadership at Forrester, to founding the Customer Experience Professionals Association (CXPA) in 2011, it’s little wonder he’s known as the ‘Godfather of CX’. I facilitated sessions where employees at every level discussed their work environments with executives in the room.

2002 30

2002 B2B Culture Events 30