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

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

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 Strategy.

Customer Experience 56

Customer Experience Customer Experience Professionals Customer Centricity 2016 56

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

SEPTEMBER 27, 2016

There are several ways, many of which you, as a customer experience professional, are probably already doing: listen to customers, non-customers, partners, vendors, and other constituents listen where customers speak, especially on social media identify specific jobs to be done and corresponding unmet needs understand the environment, especially: financial (..)

Social Media 66

Social Media Innovation Government Customer Experience Professionals 66

Amity

APRIL 25, 2016

David is incredibly passionate about the emergence of Customer Experience as a profession, and was a founding member of the Customer Experience Professionals Association. GM & SVP, Global Customer Success - CA Technologies. Joel is respected thought leader on SaaS business models and metrics.

Customer Success 96

Customer Success Chief Customer Officer Consulting Blog 96

Storyminers

FEBRUARY 17, 2021

Mike and Akos, two customer experience professionals from two continents discuss what customer experience base thinking can teach politics and how it accelerates “global thinking”. Making clear promises–and keeping them–works in business and it should work in government. We need a reboot.

2002 59

2002 Government Travel 2010 59

Pointillist

APRIL 26, 2018

Validation software can be implemented at key data capture points in order to enforce consistent data governance standards across the organization. Silo mentality is the biggest organizational hurdle to improving customer experience.” – Chris Ward, Editor MyCustomer.com. Data also becomes redundant or outdated quickly.

Customer Experience 72

Customer Experience Events Touchpoint Customer Journey 72

ChurnZero

APRIL 12, 2019

Speaker: Julia Ahlfeldt, Certified Customer Experience Professional. Q: What do you see as the main differences (if there are any) between the Customer Success (CS) and Customer Experience (CX) practice? A: The ultimate health score for the customer journey is customer lifetime value (LTV).

Customer Centricity 14

Customer Centricity Customer Success Net Promoter Score B2B 14

Lumoa

OCTOBER 31, 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.

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

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. Jaakko Männistö is an entrepreneur, Founder, and Omnichannel Customer Experience Professional.

2020 132

2020 Customer Experience Magazine Consulting 132

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. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Annette Franz. Jeff Toister.

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. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Annette Franz. Jeff Toister.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Horizon CX

OCTOBER 3, 2020

That certainly, and especially, includes being skilled and competent at the management of Customer Experience (CX). Using a systems lens reveals how patterns of behavior can be identified and dealt with as an organization readies itself to evolve into a more customer-focused business. Governance. Metrics and Measurement.

Net Promoter Score 52

Net Promoter Score Government Culture Metrics 52

Pointillist

AUGUST 18, 2021

I recently sat down with three luminaries in the field of customer experience to discuss the highlights of Pointillist’s third annual report on the State of Customer Journey Management and CX Measurement. The metrics are really outcomes. And so we find that the correlation of those metrics is part of the story.

Customer Journey 40

Customer Journey Omnichannel Measurement Social Media 40

Pointillist

APRIL 17, 2019

You know you need the right customer data analytics tools to discover customer journeys, understand customer behavior and provide your customers with a better experience. But standing in your way are existing customer data management challenges.

Customer Journey Mapping 51

Customer Journey Mapping Customer Journey Touchpoint Multi-Channel 51

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. Visualize a “future-state” customer experience to spur innovation. By Steve Offsey.

Customer Journey 90

Customer Journey Customer Journey Mapping Touchpoint Multi-Channel 90

Bold360

NOVEMBER 21, 2016

To gain some insight into the key lessons emerging from 2016 and what’s ahead for 2017, we asked a panel of 31 customer-focused marketers and CX pros to answer this question: “When it comes to customer experience: now that we’re nearing the end of 2016, what have you learned and what will you do differently in preparing for 2017?”

2016 111

2016 2017 Customer Experience Social Media 111