CloudCherry

MARCH 14, 2019

On October 12th, we co-hosted a webinar with the CX Network where customer experience legend Bruce Temkin shared his insights on turning customer feedback into actions. Stage 3: Analyzers — companies that are already collecting and using data, but they spend a lot of time analyzing it to figure out key insights.

Webinar 150

Webinar Insights Customer Insights Presentation 150

Chattermill

MAY 12, 2019

Top 20 Books Every Customer Experience Professional Needs to Read Now. Customer Experience. We’ve also picked up a ton of insights by making our way through lots of books written by Customer Experience Guru's. Customer Experience Books. by Sam Frampton. on 13 May 2019.

Customer Experience Professionals 56

Customer Experience Professionals Books Customer Experience Hotels 56

TechSee

AUGUST 14, 2023

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience and customer service. As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

eglobalis

OCTOBER 1, 2017

The CXPA helps customer experience professionals make customer experience management an integral part of how their companies operate and to enable customer experience professionals to embed transformation across their organizations. Certified Customer Experience CCXP Certification program.

Customer Experience Professionals 49

Customer Experience Professionals CEM Customer Experience Events 49

ClearAction

FEBRUARY 27, 2015

Customer Journey Mapping: Apply Insights Everywhere. Customer journey mapping is a big investment in most companies, and money is being left on the table. That's because there are many more applications for customer experience insights than first meets the eye.

Customer Journey Mapping 118

Customer Journey Mapping Customer Journey Insights ROI 118

InMoment XI

MARCH 6, 2024

Quotes About Customer Experience and the Importance of Customer Feedback Some of the best quotes on customer experience talk about the powerful role that customer feedback plays in CX improvement. Don’t waste customers’ time asking them questions unless you are prepared to act on what they say.”

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

CX University

NOVEMBER 7, 2023

To meet the market demands for quality online instruction and preparation for Certified Customer Experience Professional (CCXP), CX University (CXU) launches its CCXP Exam Prep Course.

Roadmap 52

Roadmap Customer Experience Professionals 2016 ROI 52

CX University

OCTOBER 12, 2021

PHILADELPHIA, PA – October 12, 2021 – The Customer Experience Professionals Association (CXPA) updated their professional certification exam (CCXP) on October 5, 2021 and CX University’s (CXU) online courses are congruent with the new exam content domains.

Definition 98

Definition 2021 2014 ROI 98

Kustomer

NOVEMBER 9, 2023

In this blog post, we’ll delve into the reasons behind our decision to host this groundbreaking event, introduce you to some of the remarkable speakers who will be sharing their insights, and provide you with a sneak peek into what you can expect on December 12th.

2023 52

2023 Events E Commerce Blog 52

Experience Investigators by 360Connext

JUNE 1, 2017

It’s only been in the last decade that we’ve seen any companies take the time to proactively think about a customer’s journey, and only within the last 5 years or so we’ve seen a steady expansion of those with “experience” or “customer” in their titles at the upper tiers of management.

Net Promoter Score 165

Net Promoter Score Innovation Culture NPS 165

eglobalis

SEPTEMBER 30, 2017

Die CXPA wurde 2011 gegründet und ist die weltweit führende Non-Profit-Organisation für die Weiterbildung und Förderung von Customer-Experience-Managern. In Deutschland und Österreich: Ricardo Saltz Gulko, Gründer und Geschäftsführer von Eglobalis, Customer Experience, Insight und Innovation – ricardosg@eglobalis.com.

Customer Experience Professionals 49

Customer Experience Professionals CEM Customer Experience 2011 49

Ascribe

JULY 19, 2023

CX Inspector , now with the power of Theme Extractor and Generative AI, extracts descriptive actionable insights from open end responses instantly. Load a dataset of any size and in one click charts reveal insights that uncover a comprehensive understanding of customers’ thoughts and feelings.

2023 52

2023 Customer Experience Professionals Innovation Insights 52

Alida

AUGUST 30, 2017

The Customer Intelligence Summit is a must-attend conference for marketing, CX, product innovation and market research pros. More and more companies are using Sparq to deliver timely insight to marketing, product management and CX teams. Hear about the incredible new innovations you can leverage soon.

2017 100

2017 ROI Innovation Customer Relationships 100

CX University

NOVEMBER 21, 2023

As with all online content immersed in a growing and advancing field, the Customer Experience discipline continues to provide valuable insights, data, and knowledge. CXU sets high expectations for its online course content to fully support online learning and mastery of Customer Experience.

Roadmap 52

Roadmap 2016 ROI Customer Experience Professionals 52

CloudCherry

MARCH 19, 2018

It’s something tangible you can extract from your CX program to derive insights and learnings from. 80% of companies say they deliver “superior” customer service while only 8% of people think these same companies deliver “superior” customer service. Not a lot of companies are doing that.

Customer Experience 247

Customer Experience Lifetime Customer Financial Culture 247

Alida

AUGUST 8, 2016

The old model of market research was akin to scientists in white coats conducting experiments on lab rats, busily designing new tests and moving the cheese. The future of insight is going to depend on earning the respect of customers and then maintaining it. ” Be an automation winner, not an automation loser.

Marketing 174

Marketing 2016 Customer Centricity Presentation 174

Customer Guru

AUGUST 21, 2018

Apart from being an author, Kerry is also a renowned speaker and an insightful coach. 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.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

Kustomer

AUGUST 26, 2022

Not only should businesses be considering podcasts as part of their own marketing strategies, but they should also be utilizing the wealth of insights in podcasts to evaluate and improve their own customer experiences. The team at What It Means defines themselves as truly customer-obsessed, and hopes that you will be, too.

Customer Experience 105

Customer Experience Chief Customer Officer Competitive Advantage 2014 105

Oracle

MARCH 1, 2021

In celebration of Women’s History Month, we’re highlighting some of the top female pioneers in customer experience (CX). Female innovators in CX technology have shaped the field since the earliest days and continue to create change and exciting new experiences, technology, and ideas.

2021 81

2021 Technology Workshop Advertising 81

CloudCherry

MARCH 19, 2018

It’s something tangible you can extract from your CX program to derive insights and learnings from. 80% of companies say they deliver “superior” customer service while only 8% of people think these same companies deliver “superior” customer service. Not a lot of companies are doing that.

Customer Experience 150

Customer Experience Lifetime Customer Financial Culture 150

Experience Investigators by 360Connext

SEPTEMBER 27, 2017

It’s a mix of the micro and the macro that really lead to improvements the customer sees. We’re now taming big data into impressive insights. Understanding how a customer feels means really listening to them, observing their behavior and connecting emotionally. Soft Data is Perfectly OK. So roll up your sleeves.

Net Promoter Score 244

Net Promoter Score 2017 Banking Metrics 244

Customer Guru

AUGUST 8, 2018

He has extensive experience in retail, wholesale, franchising, and small business and has a strong belief in positive customer experience. She has over 16 years of experience in areas of market research, program management, marketing, instructional design, and training. Aimee Lucas Follow @Aimee_Lucas.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

Storyminers

AUGUST 26, 2020

Customer experience (CX) is a marketing revolution that’s gaining ground in the pharmaceutical industry. Many industry leaders will have already heard about this concept and how it is typically associated with words such as innovation, competitive advantage, and revolution.

Competitive Advantage 69

Competitive Advantage Customer Experience Professionals Definition Interaction 69

Oracle

DECEMBER 18, 2020

Remarkable experiences that stand alone have plenty to teach those seeking to improve and make memorable their own modern CX efforts. It takes aim not just at major corporations working to create memorable and effective customer experiences, but also at smaller organizations just starting their CX journey. The CX Files.

Customer Experience Professionals 66

Customer Experience Professionals Healthcare Download Retail 66

COPC

OCTOBER 16, 2023

During the Execs in the Know Customer Response Summit in Nashville, we reviewed the generational differences in the current frontline workforce, supported by current research conducted by COPC Inc. Senior CX leaders provided valuable input and experiences in this interactive session.

Leadership 96

Leadership Transportation Workshop Contact Center 96

Thematic

JUNE 28, 2023

I chose the following: Then, I asked for five examples of how LLMs will affect the work of customer experience professionals. LLMs for personalized experiences on tap: This has potential, but I’m not convinced the technology is there yet. Here are the answers: 1. You'll learn a lot in the process!

Customer Experience 62

Customer Experience Social Media Call Center Customers 62

PeopleMetrics

APRIL 4, 2017

Not only is customer experience improvement based on a deep understanding of where interactions with customers fail to meet expectations, the ability to drive customer experience innovation can thrive only in an environment where ‘fear of failure’ isn’t part of the organizational culture.

Culture 94

Culture Innovation Books Customer Experience Professionals 94

Horizon CX

DECEMBER 1, 2023

let’s explore a couple of real-world examples that illustrate the crucial link between CX and strategic goals: Amazon: Customer-Centric Innovation for Market Leadership Alignment with Strategic Goals: Amazon’s relentless focus on customer experience is tightly aligned with its strategic goals.

Customer Centricity 52

Customer Centricity Automotive E Commerce Fashion 52

Oracle

MARCH 11, 2020

Today, women in CX are driving innovation, rethinking what the customer experience means, and bringing these insights to new industries and audiences. She’s the founder and president of CustomerBliss and the Co-Founder of The Customer Experience Professionals Association (CXPA).

2020 83

2020 Technology Chief Customer Officer Customer Journey Mapping 83

Ascribe

SEPTEMBER 22, 2022

Open-end, text-based comments are some of the most valuable data collected to understand consumer thoughts and behavior yet tabulating them to provide quantitative insights is time consuming and labor intensive. Our customers are constantly asking us to help improve the productivity of their coding operations. About Ascribe.

2022 40

2022 Customer Experience Professionals Innovation Consumers 40

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. Questions lead to insights ! Here are some questions for customer experience leaders to consider.

Net Promoter Score 234

Net Promoter Score Metrics Effort Score 2015 234

Beyond Philosophy

JANUARY 12, 2022

This example of a modern, digital native company that “gets it” and builds technology into their customer service was a fantastic experience, leaving Goebel wondering why other companies weren’t doing this, too. There is much insight that you can get from a VoC, even if it is biased or subjective.

Contact Center 78

Contact Center Connections Competitive Advantage Technology 78

Ascribe

JANUARY 26, 2022

More interactive, customizable and powerful to uncover actionable insights quickly. The 5 th generation of its text analytics software, CX Inspector quickly analyzes open-ended responses, creates dashboards, and exports results uncovering key topics, sentiment and insights to help leaders make informed decisions on their business.

2022 40

2022 Customer Experience Professionals NPS Customer Satisfaction 40

GetFeedback

DECEMBER 2, 2019

Are you offering them experiences that earn those higher feelings of satisfaction and delight or are the scores so incredibly consistent they don’t really enlighten you with how your customers are feeling? Your employees will also start seeing what customers like and don’t like. Benchmark your CSAT score against your industry.

ROI 195

ROI Customer Satisfaction Loyalty Measurement 195

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. What’s in a Name?

CEM 40

CEM Customer Experience Professionals ROI Webinar 40

ReviewTrackers

MAY 8, 2017

This is why more and more businesses are investing in customer experience, learning and applying industry best practices, and developing strategies in customer experience management. For more on CX: “ Customer Experience Definition — and How CX Differs from Customer Service”. CXPA Insight Exchange.

2017 50

2017 Events Customer Experience Customer Journey Mapping 50