CX Accelerator

NOVEMBER 11, 2022

Within this skillset sits CX governance – the system by which the organization is controlled and operates, and the mechanisms by which it, and its people, are held to account. As a passion project, Nate created , CX Accelerator , a first-class virtual community for Customer Experience professionals.

Customer Journey Mapping 307

Customer Journey Mapping Customer Journey Customer Centricity Customer Insights 307

eglobalis

SEPTEMBER 30, 2017

Innerhalb der Customer-Experience-Management-Bereiche entstehen Best Practices, Tools und Techniken für Prozesse, Governance, Beschaffung und Bewertung. CXPA: Diane Magers, CEO der Customer Experience Professionals Association CXPA. mit Produkten und Dienstleistungen und ganze Unternehmen übergreifend.

Customer Experience Professionals 49

Customer Experience Professionals CEM Customer Experience 2011 49

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. Win: Connected Government Act passes. First, a look at the wins.

Government 20

Government 2018 2019 Customer Experience 20

BlueOcean

OCTOBER 8, 2021

Removing pain points FIRST, is far more valuable than trying to delight customers. This shift has led to the advent of the Customer Service Officer, a role that didn’t even exist just a short time ago. One of my favorite learnings from my recent CX studies is this: customer experience ties directly into employee experience and culture.

2021 177

2021 Customer Experience Contact Center Government 177

TechSee

AUGUST 14, 2023

Follow on LinkedIn Brad Cleveland , Consultant, Keynote Speaker, Course Instructor Brad Cleveland is a global expert in customer strategy and managemen t. He has advised governments and clients across 45 states and over 60 countries, and his books and articles have been translated into over a dozen languages.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

ShepHyken

APRIL 8, 2019

To Provide the Best Customer Experience, Be Proactive by Frank Konkel. NextGov) “Be where your customers are” and other helpful tips from customer experience professionals. My Comment: Is it possible to learn a customer service lesson from government? The short answer is yes.

Article 100

Article 2019 Customer Service Hotels 100

Forrester

AUGUST 2, 2016

Check out our recent webinar to learn why CX success is vital for government success. In my last post , I explained how forces arrayed against federal customer experience (CX) improvement hinder Washington's efforts. Customer Experience. Government. Luckily, there's a way out of this quagmire. Federal CX.

Government 60

Government 2016 Webinar Customer Experience Professionals 60

ijgolding

APRIL 3, 2017

Finally, a book has been written to help anyone aspiring to become a Certified Customer Experience Professional (CCXP)! I wish I could claim the credit for such an important milestone for the fledgling, global, professional qualification… but I cannot!

Books 61

Books Customer Experience Professionals Healthcare Government 61

CX Journey

MAY 5, 2015

I'm blogging today from the Customer Experience Professional Association's (CXPA) Insight Exchange in San Diego. Erin started with stating John Deere's admirable goal: to earn customers for generations. She evaluated vision and strategy, program design and metrics, organization and governance, and process and tools.

Government 68

Government Customer Experience Events Presentation 68

TechSee

JUNE 16, 2022

His articles have been featured in hundreds of publications, and he is the creator of The Customer Focus , a customer service training program that helps clients develop a customer service culture and loyalty mindset. Brad Cleveland is a global expert in customer strategy and managemen t. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

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

Experience Matters

MAY 6, 2015

My tenure as Chair of the Customer Experience Professionals Association (CXPA.org) is over, but my passion for the association has never been stronger. Lawyers have the Bar Association, doctors have the Medical Association, so why shouldn’t the growing number of CX professionals have their own association?

2011 102

2011 2010 Customer Experience Professionals Government 102

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. Where: Phoenix, AZ.

2017 50

2017 Events Customer Experience Customer Journey Mapping 50

Ascribe

MAY 12, 2021

Clients can now upload all data collected in the EU to Ascribe, including those for government studies. The new data environment was built with the highest standards of security and privacy to meet the needs of an expanding customer base and to ensure all EU client data remains within the EU and in compliance with GDPR. About Ascribe.

Government 40

Government 2021 Customer Experience Professionals Leadership 40

Customer Guru

MARCH 1, 2018

Pednekar is currently working as the Director – Quality for Atos in India and drives initiatives on Quality & Customer Experience. She is a Certified Customer Experience Professional from the CXPA (US). I started getting more invested in the Customer Experience arena seven-eight years back.

Customer Centricity 94

Customer Centricity Customer Experience Professionals Metrics 2017 94

ijgolding

JANUARY 15, 2016

‘The Confused’ – increasingly, I am coming across organisations that are just confused by Customer Experience. They often think that CX is a ‘project or an initiative’ that will ‘cost money’ and are likely to have a lack of ownership or governance from the very top.

Customer Experience 56

Customer Experience Customer Experience Professionals Customer Centricity 2016 56

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. Their values and what they feel truly matters.

Customer Centricity 208

Customer Centricity Social Media Customer Service Representative Contact Center 208

ijgolding

JULY 12, 2017

All of these scenarios will not only have a significantly negative effect on an organisations ability to operate effectively, they will also have a severely detrimental effect on the Customer Experience. When I talk about governance, I do not mean bureaucracy.

Customer Experience 65

Customer Experience Government Definition Customer Experience Professionals 65

Qualtrics

DECEMBER 20, 2018

If you’ve ever struggled to find information on a federal government website, or felt confused while filling out an endless paper form and wondered, “Why doesn’t someone do something about this nonsense?” This week, the President signed into law the 21 st Century Integrated Digital Experience Act (IDEA). If you’re a U.S. Request Demo.

Government 28

Government Feedback Customer Experience Professionals Demo 28

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. Their values and what they feel truly matters.

Customer Centricity 182

Customer Centricity Social Media Customer Service Representative Contact Center 182

Qualtrics

MARCH 19, 2019

Collecting customer feedback has become a bigger imperative than ever before for federal government agencies. You might think that with all the ways there are to collect customer feedback nowadays, it would be simple for every company or organization to do it, right? Governance: get control, improve data quality.

Feedback 22

Feedback Government Webinar Customers 22

Customer Guru

MARCH 1, 2018

Padnekar, currently working as the Director – Quality for Atos in India, and drives initiatives on Quality & Customer Experience. She is a Certified Customer Experience Professional from the CXPA (US). I started getting more invested in the Customer Experience arena seven-eight years back.

Customer Centricity 79

Customer Centricity Customer Experience Professionals Metrics 2017 79

ClearAction

SEPTEMBER 29, 2016

It’s a time when customer experience professionals take extraordinary care to thank customers — and employees who make a difference in customer experience (CX). CX Day is in the first week of October, founded by the Customer Experience Professionals Association ( CXPA ).

Customer Experience 66

Customer Experience Customer Experience Professionals ROI B2C 66

CX Journey

JUNE 30, 2015

Sun Tzu Customer experience strategy is one of the six competencies of the Customer Experience Professionals Association's ( CXPA ) CCXP exam and something every customer experience professional should be well versed in/about. Tactics without strategy is the noise before defeat.

Customer Experience Professionals 68

Customer Experience Professionals Brand Values Government Communication 68

Customer Guru

MARCH 7, 2018

Maneesha Pednekar is currently working as the Director – Quality for Atos in India and drives initiatives on Quality & Customer Experience. She is a Certified Customer Experience Professional from the CXPA (US). I started getting more invested in the Customer Experience arena seven-eight years back.

Customer Centricity 60

Customer Centricity Customer Experience Professionals Metrics Consulting 60

InteractionMetrics

JUNE 19, 2023

Then in 2008, Bruce Temkin and Jeanne Bliss founded the Customer Experience Professional Association (CXPA), establishing a body of CX practices. The year 2010 marked a turning point in the business world: the end of the “Age of Information” and the beginning of the “Age of the Customer,” according to Forrester Research.

Loyalty 52

Loyalty Net Promoter Score Touchpoint E Commerce 52

Qualtrics

MAY 20, 2019

Reach out to the Qualtrics federal team for more insights on our experience management work with more than 100 federal government clients at 60+ agencies and the Department of Defense, including our work as the only FedRAMP authorized experience management platform available. Want expert help? CONTACT US.

Government 24

Government Multi-Channel Leadership Entertainment 24

ClearAction

OCTOBER 25, 2015

Yet, for customer experience professionals, those things are typically what we eat, drink and sleep. Minimize invasion by making it easy for customers to give you feedback whenever and however they want, and by requesting specific feedback only as often as you make change happen.

Customer Experience 88

Customer Experience ROI Customer Experience Management Customer Journey Mapping 88

Qualtrics

JULY 18, 2019

Online reviews or customer comments posted on social media sites like Yelp or Facebook, for example, are almost an inevitable part of doing business today. Even government agencies and embassies aren’t immune. Don’t assume customers should “just know” what you’re doing with their feedback. Respond to online reviews. Book a Demo.

Feedback 49

Feedback Government Magazine Airlines 49

Kerry Bodine

AUGUST 14, 2020

On Wednesday I presented a webinar with the Toronto Customer Experience Professionals Association. And if you prefer video format, you can get a lot of the same info in my WebVisions talk, From User Experience To Customer Experience. We got a ton of great questions about the content I presented.

Webinar 83

Webinar Management Touchpoint Telecommunications 83

Horizon CX

OCTOBER 2, 2023

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. If my former SVP self were here now, I would ask my current Frontline self what data I need right now to better serve the customer who is staring at me in disbelief.

Net Promoter Score 52

Net Promoter Score 2005 Retail NPS 52

CX Journey

JUNE 16, 2015

You're a customer experience professional, right? You've made some strides with your customer experience initiatives. You've built your business case, and that seems to have solidified the need to get everyone centered on the customer and to focus on improving the experience. Or does it get going?

Advertising 75

Advertising Roadmap Government Customer Experience Professionals 75

CX Journey

OCTOBER 17, 2018

Beyond that, there must be a well-defined customer experience vision and strategy , a governance structure to provide guidelines and oversight for the work ahead, a focus on improving the employee experience along with recognition that employees drive the customer experience , and a people-first culture.

Omnichannel 44

Omnichannel Government 2018 2019 44

Lumoa

JANUARY 9, 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.

2018 141

2018 Customer Experience Competitive Advantage 2017 141

CX Journey

AUGUST 26, 2014

Getting leadership buy-in and helping them understand that the sooner the focus is placed on the customer experience, the sooner the business will benefit is an everyday challenge for customer experience professionals. This is where your governance structure comes into play.

Customer Experience 74

Customer Experience Management Government Customer Centricity 74

CX Journey

OCTOBER 5, 2015

And without a governance structure, we might as well be he rding cat s; we perpetuate silo thinking and fail to achieve cross-functional alignment, involvement, and commitment that is also critical to a successful customer experience tra nsform ati on. It is part of a broader celebration of Customer Experience Day.

E-support 68

E-support Leadership Government ROI 68

ijgolding

NOVEMBER 29, 2017

This is a more common scenario than those who are fortunate enough to be immersed in a customer focused environment. To be a committed Customer Experience Professional, you must be driven to doing what is right for the organisation – even if your leaders are seemingly at odds with this.

Customer Centricity 59

Customer Centricity Leadership Customer Focused Customer Experience Professionals 59