Kustomer

AUGUST 26, 2022

Host Steve Walker provides detailed insight for CX leaders on how to unlock the customer experience potential, to better engage with customers, and to inspire those same customers to do more business with them. Learn Customer Service Secrets on the Kustomer Podcast. Gartner ThinkCast.

Customer Experience 105

Customer Experience Chief Customer Officer Competitive Advantage 2014 105

Michel Falcon Experience

JANUARY 16, 2017

I read books on customer experience, I set up a Feedly account and read dozens of articles every day on the subject. I reached out to customer experience professionals on Linkedin and asked many questions. Now that I’m a partner in a hospitality group that has over 100 employees.

Hospitality 122

Hospitality 2007 Airlines Books 122

Beyond Philosophy

OCTOBER 25, 2019

I find Airbnb fascinating because it is an organization that is disrupting the hospitality industry. As a certified Customer Experience Professional, he helps organizations and leadership change to improve their experience for their team members and customers. I wondered what the secret was to their success.

Hotels 104

Hotels Travel Hospitality 2019 104

Horizon CX

DECEMBER 1, 2023

This approach goes beyond mere salesmanship, focusing on service by enhancing the user experience and keeping subscribers engaged. Ritz-Carlton: Anticipating Guest Needs for Exceptional Hospitality The hospitality industry is another arena where effective communication and a focus on service are paramount.

Customer Centricity 52

Customer Centricity Automotive E Commerce Fashion 52

Forrester

MAY 21, 2015

At Forrester's Forum for Customer Experience Professionals in New York, June 16 & 17, Raul Leal, CEO, Virgin Hotel Group, will explain. In the meantime, he shared with us a few thoughts about CX, the hospitality industry, and what it's like to work for a knight. And I look forward to seeing you in NYC.

Hotels 87

Hotels Hospitality Travel Customer Experience Professionals 87

Kayako

APRIL 15, 2019

We had the pleasure of hosting customer service and experience expert, Shep Hyken earlier this month for a half hour Q&A session on why customer experience matters so much and what businesses must do to create the best experiences for their customers.

Customer Experience 67

Customer Experience E Commerce Hospitality E-support 67

Bold360

JANUARY 19, 2017

She was the first known CCO (Chief Customer Officer) at Microsoft as well as other corporations, pioneering this role. Jeanne is a co-founder and board member of the Customer Experience Professionals Association. He regularly contributes to Forbes.com on all aspects of the customer experience. Bill Quiseng.

2017 91

2017 Customer Experience Books Consulting 91

Confirmit

OCTOBER 3, 2017

There’s often a lot of focus on Customer Experience (CX) in industries like retail, banking and hospitality. This means lots of talk about the experience in store or similar, and in dealing with potentially millions of pieces of feedback from different individuals.

B2B 40

B2B Insurance Touchpoint Hospitality 40

ijgolding

MAY 3, 2016

The thing is, just because the Ritz Carlton is a premium brand in the hospitality sector does not mean that they are in an exclusive position to behave in this way. A global financial services business I have been working with considered this very carefully.

Customer Experience 71

Customer Experience Return on Investment Customer Centricity Hospitality 71

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. That is also behind why I have launched a customer experience podcast series – so that we can hear each other’s’ voices and celebrate in our successes and learn from our challenges.

Customer Experience 141

Customer Experience Chief Customer Officer Insurance B2C 141

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? Back in the early 1900s!

Banking 67

Banking Culture Books Metrics 67

ijgolding

JANUARY 14, 2019

In 2018, the Customer Experience Professionals Association (CXPA) celebrated its 7th birthday. In 2011, the creation of the CXPA saw the competencies and capabilities practiced by those working in the field of customer experience as a profession for the first time. Then meet the 5-9 with a cold spritz and a nibble.

Customer Experience 98

Customer Experience Airlines 2011 Customer Journey 98

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

Steve DiGioia

DECEMBER 5, 2016

New York Times #1 Bestselling Author, Certified Customer Experience Professional, Strategic Consultant, Certified Professional Speaker, TEDx Presenter. As companies get bigger there are more stakeholders and leaders making decisions on behalf of customers and get farther removed from customer interaction.

Culture 105

Culture Metrics Workshop Hotels 105

ShepHyken

JULY 8, 2019

If you’re in the customer care world and haven’t attended the CCW conference, this article may entice you to attend their next event. 100 Of The Most Customer-Centric Companies by Blake Morgan. My Comment: It’s one thing to list 100 companies as examples of good customer experience.

2019 118

2019 Article Customer Service Social Media 118

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. In 2014, Ian officially became a Certified Customer Experience Professional. Annette Franz. Jeff Toister. Martha Brooke.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

CSM Magazine

MAY 19, 2023

This involves prioritizing customer needs and preferences. By focusing on providing value to customers, companies can foster long-term relationships, improve customer satisfaction, and drive business growth. This helps customer experience professionals adapt to evolving customer demands and remain proficient in their roles.

Customer Experience 52

Customer Experience Net Promoter Score Customer Journey Mapping Touchpoint 52

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. In 2014, Ian officially became a Certified Customer Experience Professional. Annette Franz. Jeff Toister. Martha Brooke.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

TechSee

FEBRUARY 5, 2019

If 2018 was a year when customer experience professionals came under intense pressure to map out tangible results from heavy investment, 2019 is shaping up to be the year when next generation customer experience will deliver on the promise of a wide range of new technologies.

2019 173

2019 Customer Experience 2025 ROI 173

Thematic

MAY 22, 2019

CXPA or the Customer Experience Professionals Association is an organisation dedicated to cultivating the CX profession. Earlier this month I attended the CXPA conference in Salt Lake City. Check them out. As a first time attendee I was exposed to the challenges that modern CX teams are facing.

2019 97

2019 ROI Metrics Hospitality 97

ijgolding

DECEMBER 11, 2017

I was expecting a relatively formal atmosphere, so I was not prepared for the warmth of the Japanese omotenashi (hospitality) which completely bowls you over. So, was the customer experience different in Japan? Like me, Beth is a Customer Experience Specialist and proud to be a Certified Customer Experience Professional (CCXP).

Customer Experience 66

Customer Experience Travel Transportation Hospitality 66

Customer Guru

MARCH 7, 2018

So, after this experience of 9 years, Piramal happened. Piramal Pharma Solutions was looking for someone from the hospitality industry to head the customer centricity initiative in order to change its outlook from a manufacturing company to a services company. It needed to build an outside in perspective.

Customer Experience 65

Customer Experience Customer Centricity Chief Customer Officer B2C 65

Michel Falcon Experience

SEPTEMBER 24, 2015

Before I get to that, let’s review the research my team compiled after surveying 1,000 entrepreneurs and executives from small, medium, and large-sized companies from industries such as manufacturing, retail, hospitality, and professional services. How do you define customer experience?

Customer Experience 60

Customer Experience Social Media Download Workshop 60

ijgolding

JULY 1, 2015

It sounds so normal – yet so rare in day to day experiences other than in the hospitality industry. On approaching the till, the manager very intentionally smiled at me and said ‘good evening sir’… ’how are you?’ ’ Why was I surprised? There was more to come though.

Customer Experience 101

Customer Experience Travel Retail 2012 101