ijgolding

OCTOBER 6, 2014

Join thousands of CX Professionals all over the world in marking the significance of Customer Experience in our lives today! What you are about to read are the exploits of one Customer Experience Professional as he went about his business during a working week. Tuesday 30th September 2014.

Customer Experience Professionals 80

Customer Experience Professionals Workshop Customer Experience 2014 80

Forrester

OCTOBER 7, 2015

That early discussion focused on the fact that in B2B scenarios there isn't one "customer," but multiple stakeholders within a client account whose work depends on interactions with the vendor. I know what you're saying: "Don't all client stakeholders matter?"

B2B 98

B2B Customer Experience Professionals Customer Experience B2C 98

Experience Investigators by 360Connext

FEBRUARY 4, 2019

When asked, ‘how does a prospect or customer interact with your brand?’ in-store interactions. customer service calls. Try listing all the touchpoints where your brand interacts with your customer. Customer Service Calls. Customer Service Chats. Employee interactions.

Touchpoint 187

Touchpoint Customer Experience Professionals Advertising Social Media 187

Experience Investigators by 360Connext

FEBRUARY 4, 2019

When asked, ‘how does a prospect or customer interact with your brand?’ in-store interactions. customer service calls. Try listing all the touchpoints where your brand interacts with your customer. Customer Service Calls. Customer Service Chats. Employee interactions.

Touchpoint 173

Touchpoint Customer Experience Professionals Advertising Social Media 173

CloudCherry

MARCH 8, 2019

She is the Founder and President of CustomerBliss, and the Co-Founder of The Customer Experience Professionals Association. Jeanne has over 20 years of experience into ‘Customer Experience’ as she learned early on from her father. Her mission is “To Create Fewer Ruined Days for Customers.”

Chief Customer Officer 285

Chief Customer Officer 2006 Customer Experience Professionals Consulting 285

InMoment XI

JANUARY 25, 2024

For customer experience professionals, InMoment recommends reading the Gartner Magic Quadrant within specific industry trends and considerations. Do We Think the Gartner Magic Quadrant is Reliable?

Reference 260

Reference Roadmap Innovation Technology 260

CloudCherry

MARCH 19, 2018

80% of companies say they deliver “superior” customer service while only 8% of people think these same companies deliver “superior” customer service. Getting started with a Customer Experience strategy is generally never a problem for brands. Not a lot of companies are doing that.

Customer Experience 247

Customer Experience Lifetime Customer Financial Culture 247

Experience Investigators by 360Connext

OCTOBER 27, 2020

Offer specific measurement for parts of the customer journey, like tracking Customer Satisfaction Rates for a high-stakes touchpoint like product delivery or a customer service interaction. When designed to be an active part of the Voice of the Customer program, these are more than just a passive “nice to know.”

Social Media 359

Social Media Customer Journey Feedback Customer Journey Mapping 359

MyCustomer

APRIL 27, 2023

MyCustomer is in constant dialogue with senior customer experience professionals - whether that be for articles, research reports, roundtable discussions, networking events or podcasts. In this hub, we’re pooling together some of the best content based on those discussions.

Customer Experience 52

Customer Experience Customer Experience Professionals Events Article 52

BlueOcean

OCTOBER 7, 2021

At Blue Ocean, we’ve noticed that this new level of uncertainty in the travel industry has led to a shift in what customers value: Where once the name of the game was efficiency and speed, today’s customer experience hinges on empathy and reassurance. Many Customers Just Want to Talk.

Travel 218

Travel Customer Experience Call Center Books 218

CX Accelerator

NOVEMBER 11, 2022

Resource: Customer Understanding: Three Ways to Put the “Customer” in Customer Experience by Annette Franz. DESIGN THINKING Good service design is based on a deep understanding of customers in order to improve the quality of a service and the interactions between the service provider and their customers.

Customer Journey Mapping 307

Customer Journey Mapping Customer Journey Customer Centricity Customer Insights 307

CX University

JULY 10, 2023

CX University is the first comprehensive online learning organization that specifically trains customer experience professionals. The Enterprise Learning Solution is a tailored program offered to corporations that need specialized, organizational-wide training to weave Customer Experience into the company ethos.

Banking 52

Banking Competitive Advantage Customer Experience Professionals 2023 52

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 94

Leadership Transportation Workshop Contact Center 94

Storyminers

AUGUST 26, 2020

While there are several definitions available, in this report CX is described as the collection of a customer’s interactions with a company, its products, and services over the course of the customer-company relationship.[1]. This can include awareness, discovery, attraction, interaction, purchase, use, cultivation and advocacy.

Competitive Advantage 69

Competitive Advantage Customer Experience Professionals Definition Interaction 69

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. Your system would have to identify each customer to enable personalization.

Customer Experience 62

Customer Experience Social Media Call Center Customers 62

CloudCherry

MARCH 19, 2018

80% of companies say they deliver “superior” customer service while only 8% of people think these same companies deliver “superior” customer service. Getting started with a Customer Experience strategy is generally never a problem for brands. Not a lot of companies are doing that.

Customer Experience 150

Customer Experience Lifetime Customer Financial Culture 150

Kustomer

NOVEMBER 9, 2023

At Kustomer, we believe that understanding, embracing, and harnessing the power of AI in CX is not just a necessity—it’s the key to revolutionizing the way we connect with customers. In recent years, the CX industry has witnessed seismic shifts in how businesses interact with customers.

2023 52

2023 Events E Commerce Blog 52

Experience Investigators by 360Connext

OCTOBER 6, 2014

Creating a customer-centric organization from the inside out requires serious word-of-mouth messaging. Help your people who don’t interact with customers understand what that is like. Leaders of any organization should be interacting with their customer experience on some level every day.

Customer Focused 275

Customer Focused Call Center 2014 Social Media 275

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

Leadership 259

Leadership Customer Experience Customer Centricity Net Promoter Score 259

Experience Investigators by 360Connext

JULY 12, 2022

Offer specific measurement for parts of the customer journey, like tracking Customer Satisfaction Rates for a high-stakes touchpoint like product delivery or a customer service interaction. When designed to be an active part of the Voice of the Customer program, these are more than just a passive “nice to know.”

Customer Journey 143

Customer Journey Feedback Social Media Customer Journey Mapping 143

Experience Matters

SEPTEMBER 24, 2018

” As a part of our commitment to this critical theme, we developed a highly interactive workshop “Humanizing CX,” which I’ve led for 10 Customer Experience Professionals Association local networking events in cities across the U.S. and Canada.

Workshop 95

Workshop 2018 Customer Experience Professionals Events 95

SurveySparrow

JUNE 21, 2023

Understanding the Role of a CX Consultant A CX consultant is a trained professional who specializes in understanding, enhancing, and optimizing a customer’s journey with a company. They strive to ensure every customer-brand interaction is as positive, memorable, and impactful as possible.

Consulting 52

Consulting Metrics Customer Journey Mapping Customer Experience 52

Kerry Bodine

JUNE 11, 2017

Customer experience professionals must design improved interactions for their customers and, as part of this work, change the processes, policies, and culture of the organizations that drive those interactions. Customer experience professionals are partly to blame. So far, so good.

Customer Experience 96

Customer Experience Net Promoter Score Customer Experience Professionals Advertising 96

Experience Investigators by 360Connext

OCTOBER 1, 2019

Customer experience professionals, enthusiasts and change agents around the world are celebrating today. CX Day is all about celebrating our success, learning from our amazing community, and looking to the future of customer experience. Happy CX Day 2019!

2019 137

2019 Webinar Customer Centricity Culture 137

GetFeedback

AUGUST 14, 2019

So consider CSAT as one of many tools available to help you improve your customer’s experience. . Customer Satisfaction Score (CSAT) is a straightforward measurement to use, most widely used in measuring a specific interaction or experience. Are you satisfied with customer satisfaction? Free CSAT Calculator.

Metrics 273

Metrics Customer Journey Mapping Customer Satisfaction Net Promoter Score 273

ReviewTrackers

AUGUST 24, 2020

There is a vital shift happening in the business world: a growing class of savvy, empowered consumers are demanding more options, fairer prices, and better interactions across the entire customer journey. As a result, businesses across a wide range of industries are being compelled to adopt a more customer-centric approach.

Customer Experience 124

Customer Experience Multi-Channel Social Media Touchpoint 124

Kerry Bodine

JUNE 20, 2015

I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals. Customer Experience Summit. Customer Response Summit.

Events 97

Events 2015 2016 CEM 97

InteractionMetrics

JUNE 19, 2023

CX vs. UX: A Deep Dive UX focuses on an individual user’s interactions with products and websites. Companies with an appointed CX director aim to improve customer relationships at all touchpoints, not just the products and websites. Customers began to expect intentional, planned, and positive interactions with technology.

Loyalty 52

Loyalty Net Promoter Score Touchpoint E Commerce 52

Customer Bliss

APRIL 25, 2017

As we all know, customer experience happens in the real world — it’s companies and organizations interacting with their customers. Because of the vast scale of mobile/digital now, some of these interactions are seen live by 100 people — then seen by millions (if not billions) globally when they spread.

Airlines 128

Airlines Download Customer Experience Professionals Connections 128

Zeisler Consulting

MAY 27, 2021

In this installment, I’ll be reviewing the first Agile value of prioritizing individuals and their interactions over adherence to processes and the use of tools. Putting individuals over processes, and peoples’ interactions ahead of tools is a long-standing good practice to get the most out of our teams. Do you walk in their shoes?

Customer Centricity 72

Customer Centricity Fashion Culture Customer Satisfaction 72

SurveySensum

SEPTEMBER 30, 2019

Happy Customer Experience Day! 1 st October is a CX Day, founded by Customer Experience Professionals Organization (CXPA). It’s the best time to check how your organization is taking initiatives to celebrate the spirit of the customer experience program. CX is a new brand.

Net Promoter Score 69

Net Promoter Score E Commerce Customer Experience ROI 69

Customer Bliss

JUNE 20, 2017

Jackie outlines her road map and actions for re-imagining and reinventing the x-ray or imaging experience that has driven profits, customer admiration and employee joy in their work. Jackie is a senior global marketer and customer experience professional with 15+ years experience in the luxury travel and hospitality industry.

Innovation 200

Innovation Healthcare Customer Experience Net Promoter Score 200

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Jeanne Bliss, Founder and CEO at Customer Bliss. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

ijgolding

DECEMBER 30, 2014

Customer Experience training is pretty commonplace now – even to the point where the profession has its very own professional qualification – CCXP (Certified Customer Experience Professional – who would have thought twelve months ago that Customer Experience would be a professional competency?!

2014 85

2014 2015 Customer Experience Customer Experience Professionals 85

Experience Investigators by 360Connext

SEPTEMBER 27, 2017

That means trusting what one customer is telling you or using an anecdote to tell a story. Bots of all kind are interacting with customers every day now. Artificial intelligence will help you and your customers with better decision making, proactive help, and more. The Bots Are Here. AI Is Changing It All.

Net Promoter Score 244

Net Promoter Score 2017 Banking Metrics 244

CX University

NOVEMBER 21, 2020

Underpinned by a rock-solid customer experience strategy, deliberate and differentiated customer experiences deliver business results by growing brand loyalty organically, by focusing on customer success, customer effort and customer emotion.

Net Promoter Score 98

Net Promoter Score Brands Loyalty Programs Loyalty 98

Beyond Philosophy

JUNE 26, 2021

In this episode, we share 7 essential books for any Customer Experience professional to read, ideally in a tropical locale with a fruity drink in hand. Key Ideas to Improve your Customer Experience. Experience Health Check: You already have an experience, even if you weren’t deliberate about it.

Books 68

Books Customer Experience Professionals Consulting Financial 68