Experience Investigators by 360Connext

MARCH 9, 2015

This seems so obvious, but you must really start paying attention to the experiences you have as a customer. What made the experience great or infuriating? Start taking note of these observations and pay attention to how events or situations made you feel as a customer. What could have worked better? Get certified.

Customer Experience 287

Customer Experience Chief Customer Officer Customer Experience Professionals Leadership 287

Totango

MARCH 8, 2022

CS in Focus is a CS community for CS professionals hosted on Slack. Participants can learn, collaborate, view exclusive content, and receive announcements about upcoming events and news. Participants can ask questions of the community, connect with peers or submit events for possible promotion. Leveraging Customer Success.

2022 116

2022 Customer Success White Paper Social Media 116

TechSee

JUNE 16, 2022

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Kustomer

NOVEMBER 9, 2023

To achieve this vision, we’re excited to announce our upcoming virtual event, the AI/CX Virtual Summit 2023 , scheduled for December 12th. This event is not just another industry gathering; it’s a unique opportunity to explore the transformative potential of AI in CX. The answer lies in the rapidly changing landscape of CX.

2023 52

2023 Events E Commerce Blog 52

Experience Investigators by 360Connext

SEPTEMBER 17, 2019

CX Day is a day all about learning, sharing, and celebrating with the Customer Experience community. Free events include webinars, panel discussions, and all kinds of global learning opportunities throughout the day. The first wave of customer experience professionals have had to create our own paths.

2019 146

2019 Social Media Webinar Events 146

ijgolding

NOVEMBER 29, 2017

The question was a precursor to defining why Customer Experience needs good, strong leadership. This month, I want to ask three connected but altogether different questions: What do you do if the organisation you work for or with does NOT have strong customer focused leadership?

Customer Centricity 59

Customer Centricity Leadership Customer Focused Customer Experience Professionals 59

Chattermill

JULY 15, 2018

The Best Customer Experience (CX) Events You Can Still Go To This Year. Customer Experience. The best customer experience events you can still go to in 2018. Top CX Events You Can Still Go To This Year. Customer Experience Innovation & Tech Fest. Conferences.

Events 40

Events Customer Experience 2018 B2B 40

Experience Investigators by 360Connext

MAY 17, 2018

The Customer Experience Professionals Association (CXPA) 2018 Insight Exchange offered CX experts and professionals of all kinds, various titles and comfort levels a few days to learn, connect and get inspired. Leadership is starting to catch up, but their understanding of CX varies greatly!

Leadership 161

Leadership 2018 Culture Customer Experience Professionals 161

COPC

OCTOBER 16, 2023

These differences influence how individuals perceive and approach work — understanding them is vital for effective leadership and organizational growth. During the pandemic, leadership had to adapt to remote work arrangements. This generational divide contributes to the ongoing debate about where work should take place.

Leadership 94

Leadership Transportation Workshop Contact Center 94

CX Accelerator

DECEMBER 22, 2022

To equip, encourage, and connect Customer Experience professionals at every stage in their journey. By extending leadership to several of the most talented and helpful people in the world of CX. This includes mentorship, equipping events, cohorts, on-demand learning paths and much more. And the exciting part?

Brands 36

Brands 2023 Leadership Events 36

Experience Investigators by 360Connext

JULY 24, 2015

Thanks to a gathering of some Chicago Customer Experience Professional Association members and guests recently, my brain swirled with what could be next for customer experience. Happy to have #CX pros in the house to hear @jeanniecw speak during @CXPA_Assoc ‘s Chicago meetup event!

Net Promoter Score 234

Net Promoter Score Metrics Effort Score 2015 234

Kustomer

AUGUST 26, 2022

The Chief Customer Officer Human Duct Tape Show. Author of Chief Customer Officer 2.0, Jeanne Bliss leads us on a journey amongst C-suite leadership alongside executives from global companies like Airbnb and Adobe. Learn Customer Service Secrets on the Kustomer Podcast. The CX Leader Podcast.

Customer Experience 105

Customer Experience Chief Customer Officer Competitive Advantage 2014 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. LinkedIn : [link]. LinkedIn : [link]. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Confirmit

SEPTEMBER 18, 2019

You’re probably aware of CX Day by now, but if you’re not, it is the brainchild of the Customer Experience Professionals Association ( CXPA ), a global non-profit organization specializing in the advancement and cultivation of the customer experience profession. A win/win for all concerned.

2011 40

2011 Customer Experience Professionals Events Insurance 40

Beyond Philosophy

OCTOBER 28, 2021

These bandwagon riders change some things in their experience but don’t track the results, and then, when the CEO wants an ROI, they don’t have anything to report. . Pine agrees, adding that someone had sent him the video of Steve Jobs talking about Customer Experience First right before this event. .

Customer Experience 97

Customer Experience Net Promoter Score Insurance Leadership 97

Oracle

MARCH 11, 2020

[link] #customerexperience #leadership #womenleaders pic.twitter.com/mn6B2qNjYs — Jeanne Bliss (@JeanneBliss) March 8, 2020. Jeanne Bliss is one of the most recognizable names in customer experience and customer success today. Jeanne Bliss. Follow her work on LinkedIn. Baby bump and all! #CX Blake Morgan.

2020 83

2020 Technology Chief Customer Officer Customer Journey Mapping 83

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. The upheaval that digital engagement and collaboration is having on business leadership and organizational communication. Annette Franz.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

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. The upheaval that digital engagement and collaboration is having on business leadership and organizational communication. Annette Franz.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Experience Investigators by 360Connext

MARCH 15, 2018

I recently spoke in Kansas City and was invited to visit the iconic Hallmark Headquarters, thanks to Rhonda Basler , a friend from the Customer Experience Professionals Association. Don’t just zero in on sales-focused events in your customer’s journey. Human connections make a huge difference in B2B.

Connections 160

Connections B2B Fashion Touchpoint 160

Experience Matters

DECEMBER 15, 2015

We agree and believe that customer experience is a reflection an organization’s culture and operating processes. Customer journey mapping has become one of the most popular CX tools as it helps provide a customer-oriented viewpoint.

2016 91

2016 Customer Experience Customer Connectedness 2015 91

Thematic

MAY 22, 2019

CXPA or the Customer Experience Professionals Association is an organisation dedicated to cultivating the CX profession. CX professionals need to marry both qual & quant to be effective in the boardroom. Earlier this month I attended the CXPA conference in Salt Lake City. Check them out.

2019 97

2019 ROI Metrics Hospitality 97

Kustomer

SEPTEMBER 6, 2018

Michael is the Principal and founder of the consultancy The Pace of Service , which helps organizations to realize the full benefit of Customer Service, Social Business, Business Process Management, and People Leadership. Or you have been hypnotized by my mystical words of leadership.

E-support 61

E-support Contact Center Books Leadership 61

Russel Lolacher

OCTOBER 10, 2022

What is missing the mark for EX leadership and HR right now. Let’s call this customer experience Professionals Association. And she’s been a been a bunch of top this and top that list for customer experience leadership. Connect and learn more about Stacy on her platforms: Twitter.

Net Promoter Score 52

Net Promoter Score Leadership Employee Experience Culture 52

ChurnZero

APRIL 5, 2019

This week , we hosted a RYG Leadership Hour in Atlanta. RYG, which stands for red, yellow, green, (health scores) is all about your customers a nd their success. Wondering how to take your red and yellow customers and transform them into your biggest cheerleaders? Huge thanks to our co-hosts of the event, Craig and James!

Customer Success 40

Customer Success Customer Centricity Leadership Webinar 40

Customer Bliss

JULY 7, 2016

That has been my intention behind my books, blog, speaking and work as co-founder of the Customer Experience Professionals Association. As Margie mentions a couple of different times in this episode, nine months was her sweet spot for starting to turn around some perceptions on customer experience being owned by everyone.

Customer Experience 141

Customer Experience Chief Customer Officer Insurance B2C 141

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. Check out posts from other bloggers at the blog carnival. And learn more about CX Day at: [link].

2017 63

2017 Customer Experience Customer Experience Professionals 2027 63

CX Journey

MAY 7, 2015

I'm blogging again today (note: I wrote this yesterday but didn't get a chance to publish it) from the Customer Experience Professionals Insight Exchange in beautiful San Diego, CA. The event takes place at the Hotel del Coronado , and if you've never been, it's a wonderful venue.

Customer Experience 73

Customer Experience Hotels Insurance Customer Experience Professionals 73

Horizon CX

OCTOBER 2, 2023

” The above events are real. Four isolated events quickly become 400, then 4,000, and then the brand takes shape. Speaking of KPIs, let’s turn to the third experience gap dimension – Data. I am also a long-time executive and a certified Customer Experience professional.

Net Promoter Score 52

Net Promoter Score 2005 Retail NPS 52

ijgolding

NOVEMBER 22, 2016

Fortunately, the profession that customer experience has become is steadily building a burgeoning number of just such people. A customer centric business talks about customer experience regularly – not just once a month or once a year – but all the time.

Customer Centricity 113

Customer Centricity Culture Magazine Customers 113

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

Pointillist

MAY 23, 2018

More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. By Steve Offsey. Trigger-based Engagement.

Customer Journey 90

Customer Journey Customer Journey Mapping Touchpoint Multi-Channel 90

Kustomer

DECEMBER 31, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Annette Pedroza to learn about building a customer centric culture. Success Starts with Leadership. It’s always fun to talk to people like yourself who have a plethora of experiences. Absolutely.

Customer Centricity 59

Customer Centricity Culture Leadership Net Promoter Score 59

Lumoa

JANUARY 19, 2023

Structures may be more flat and cross-functional, with employees wearing multiple hats and some of them also dedicating only half of their time to customer experience initiatives. Here’s an example of how a startup’s customer experience department might be structured.

Customer Experience 94

Customer Experience Net Promoter Score Metrics NPS 94

ijgolding

NOVEMBER 29, 2016

If you have not yet guessed, the Hokey Cokey has actually become the perfect analogy for the way organisations around the world are attempting to put Customer Experience at the forefront of their strategic thinking. Over the last twenty years, Customer Experience as a strategic way of working has steadily increased in prominence.

Customer Experience 88

Customer Experience Customer Centricity 2011 2016 88

Qualtrics

MARCH 25, 2021

Insights and customer experience professionals can then take the responses and review them for: Sentiment. Understanding customers isn’t a one-time event. Companies should constantly be learning about their customers’ needs to improve their products and services in relevant, helpful ways. Key topics.

Airlines 49

Airlines Feedback Customers Consumers 49

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’m very proud of the thought leadership content we produced and the extent to which it was adopted by organizations around the world.

2002 30

2002 B2B Culture Events 30

Russel Lolacher

JULY 4, 2022

He is the senior director of customer experience at arise virtual solutions, which is the platform that connects big brands with working from home service providers. But it reinforces the fact that leadership needs to understand who works for them who needs to hear what they need to hear. Russel Lolacher. Nate Brown.

Employee Experience 52

Employee Experience Connections Leadership Definition 52