ijgolding

FEBRUARY 6, 2017

It is a challenging profession for a variety of reasons – largely because it is not ‘black and white’ There is no one way of doing anything when it comes to Customer Experience. As a result, the Customer Experience discipline is most definitely NOT a tick, or check box exercise!

Customer Journey 113

Customer Journey Customer Journey Mapping Management Customer Experience Professionals 113

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

ijgolding

DECEMBER 4, 2019

Quality is the key pillar of excellence – one of the vital components enabling success in Customer Experience. Perhaps a physical product; objectives that are easy to measure; that we can standardize; and so on. . Counting numbers of customers recommending you to others. How can CX then be expressed quantitively?

Measurement 92

Measurement Customer Experience Professionals Definition Management 92

Horizon CX

APRIL 30, 2024

Organizational Transformation: The Role of Customer Experience Professionals Introduction Organizational transformation is often perceived as an elusive goal, reserved for C-suite executives with immense power and influence. That may be true in many instances, but the reality is more nuanced.

Customer Centricity 52

Customer Centricity 2024 Competitive Advantage Culture 52

Kitewheel

SEPTEMBER 16, 2019

With increasing demands from executives, customers, and even from employees to improve customer experience, your team needs a powerful strategy to prove ROI from CX investments. To solve this, leaders need to implement a journey step focused measurement framework. But none of this is easy. Data is the First Step .

Measurement 40

Measurement White Paper Customer Journey Document 40

Thematic

MARCH 5, 2019

There is no one way of doing anything when it comes to Customer Experience. The art and skill of the Customer Experience Professional is knowing how to adapt and flex the tools, techniques and disciplines for any and every situation that faces them. It’s about customer journey management, not just mapping.

Customer Journey 69

Customer Journey Customer Journey Mapping Management Customer Experience Professionals 69

Beyond Philosophy

DECEMBER 31, 2019

Prediction #1: The C-Suite Team will see this as the year that Customer Experience must produce returns, or it will get cut. Many senior managers believe that we’ve given Customer Experience a fair crack of the whip. . I’m a member of the CXPA, which is the Customer Experience Professional Association.

2020 152

2020 Customer Experience 2002 Consulting 152

GetFeedback

AUGUST 14, 2019

In customer experience (CX) terms, we often dismiss Customer Satisfaction Score (CSAT) measurement as too simple. Measuring just a piece of this journey can seem short-sighted or not as powerful as other CX metrics, like Net Promoter Score (NPS). CX shouldn’t ever be measured by one metric alone.

Metrics 273

Metrics Customer Journey Mapping Customer Satisfaction Net Promoter Score 273

Kerry Bodine

AUGUST 14, 2020

On Wednesday I presented a webinar with the Toronto Customer Experience Professionals Association. I’ve organized the questions according to the Journey Management framework that I presented on the webinar: Discover the journey, Design the journey, and Deliver the journey. Discover The Journey. Design The Journey.

Webinar 83

Webinar Management Touchpoint Telecommunications 83

Experience Investigators by 360Connext

OCTOBER 27, 2020

Listening posts: Help us understand individual customer needs and experiences closer to real-time. Can provide qualitative, emotional feedback to add to the overall quantitative feedback of the customer’s experience. Do you have tools like chatbots or automated communications to help manage that?

Social Media 359

Social Media Customer Journey Feedback Customer Journey Mapping 359

CloudCherry

MARCH 19, 2018

You might think that your business is delivering great experiences to customers, but are customers actually finding value in it? Also, is your business able to measure tangible value from it? Merely investing in a Customer Experience Management tool doesn’t suffice. Why is this important?

Customer Experience 247

Customer Experience Lifetime Customer Financial Culture 247

Beyond Philosophy

JANUARY 17, 2020

Customer Experience requires an investment in time and resources. When Customer Experience programs lack proper measurement of their results, how can senior management justify their expense? It should be no surprise that businesses expect to see a return on investment.

2020 120

2020 Return on Investment Consulting 2019 120

GetFeedback

JULY 19, 2019

These are the leaders who understand that customer feedback is the top driver of successful customer experience strategies. Communicate how you will measure success. Will VoC feedback help you live up to your customer experience mission and brand promise? What can VoC do for you? Understand the journey.

Net Promoter Score 230

Net Promoter Score NPS Customer Journey Mapping Feedback 230

CX University

JULY 11, 2023

Employers throughout all industries, whether a small business with a few employees or an international organization, agree that customer experience certification is a valuable asset for their workers. In fact, a study by the Customer Experience Professionals Association found that 72% of employers would agree with that statement.

Customer Experience 40

Customer Experience Roadmap Customer Experience Professionals Customer Journey Mapping 40

Experience Investigators by 360Connext

JULY 12, 2022

Listening posts: Help us understand individual customer needs and experiences closer to real-time. Can provide qualitative, emotional feedback to add to the overall quantitative feedback of the customer’s experience. Do you have tools like chatbots or automated communications to help manage that?

Customer Journey 143

Customer Journey Feedback Social Media Customer Journey Mapping 143

CloudCherry

MARCH 19, 2018

You might think that your business is delivering great experiences to customers, but are customers actually finding value in it? Also, is your business able to measure tangible value from it? Merely investing in a Customer Experience Management tool doesn’t suffice. Why is this important?

Customer Experience 150

Customer Experience Lifetime Customer Financial Culture 150

Lumoa

JANUARY 19, 2023

How can we measure the interaction? What’s something measurable that can tell how well we are doing? User experience design, to be able apply concepts such as human-centered design to cross-functional projects. Project management, to ensure that projects are well organized, completed on time and meet key metrics.

Customer Experience 94

Customer Experience Net Promoter Score Metrics NPS 94

Quadient

SEPTEMBER 16, 2022

This one: Customer Journey Mapping: A brand's GPS to loyalty and advocacy was written back in 2016 by Laurent Ghio, Quadient’s first Certified Customer Experience Professional. Measure business impact.”. Customer Journey Mapping. Experience. Customer Experience Resources.

Customer Journey Mapping 52

Customer Journey Mapping 2007 Document 2022 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

Alida

AUGUST 30, 2017

More and more companies are using Sparq to deliver timely insight to marketing, product management and CX teams. One must-see keynote comes from Rick Parrish, a principal Forrester analyst serving customer experience professionals. De-mystify ROI measurement. Discover growth hacks to enhance customer relationships.

2017 100

2017 ROI Innovation Customer Relationships 100

Beyond Philosophy

OCTOBER 28, 2021

Customer Experience as we know it is dying because of a few factors. First, it seems like a simple concept, so, sometimes, people don’t think they need help to manage it. Organizations want to fix one thing and then go on about their business with an improved Customer Experience. .

Customer Experience 97

Customer Experience Net Promoter Score Insurance Leadership 97

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

Lumoa

APRIL 21, 2022

And so, Ladies and Gentlemen, I present to you: The Customer Support Blues I know I’m the foundation The core The nerve centre But I don’t have a voice I’m just a cheap, low-cost renter Seen as a complainer No-one wants to mentor a dissenter Silly me I’m just a lowly Cost Centre Understaffed No life raft Just a ton of hard graft “More headcount?”

Banking 83

Banking Customer Satisfaction Webinar Insights 83

Confirmit

JULY 10, 2019

With the right level of trust you can motivate, empower and encourage everyone in the organization to do the right thing for your customers and deliver real business value. Faith Adams is an analyst at Forrester Research, serving Customer Experience Professionals. Watch webinar. Our Presenters: Brad Linville, Sr.

Webinar 45

Webinar B2C Customer Experience Professionals Customer Centricity 45

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”.

2017 50

2017 Events Customer Experience Customer Journey Mapping 50

Eptica

NOVEMBER 6, 2019

What’s more satisfying than reporting an “uptick” in a stagnant measurement? Buy-in from leaders is such a critical factor that the first component to any customer experience strategy is “top-management buy-in,” according to research by McKinsey released in 2019.

Leadership 77

Leadership Net Promoter Score Contact Center 2019 77

Beyond Philosophy

DECEMBER 10, 2021

One of the outcomes was Bain now measures NPS in a scientifically rigorous way called NPS PRISM®. Moreover, Reichheld says until you can measure something, you can’t learn and make progress. So, the need to measure is crucial. . Of course, things like “enrichment” are hard to measure.

NPS 109

NPS Books Net Promoter Score Leadership 109

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

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

Confirmit

JULY 10, 2019

With the right level of trust you can motivate, empower and encourage everyone in the organization to do the right thing for your customers and deliver real business value. Faith Adams is an analyst at Forrester Research, serving Customer Experience Professionals. Our Presenters: Brad Linville, Sr.

Webinar 40

Webinar B2C Customer Experience Professionals Customer Centricity 40

Ian Williams

APRIL 29, 2016

Just over four years ago, I wrote a blog post called “ Who owns Customer Experience ?”. The purpose of the post was to attempt to establish the best ‘place’ within the business to ‘house’ the Customer Experience professionals. One tongue-in-cheek argument is to sack all of your customer experience professionals.

Customer Experience Professionals 94

Customer Experience Professionals Telecommunications Customer Journey Mapping Brands 94

Wootric

DECEMBER 21, 2018

Here are 5 signs that text and sentiment analytics will be worth the investment, bringing your customer feedback program to the next level. Customer Success Operations Manager: Does Your Team Need One? Honorable Mention: The Easiest Way to Improve Onboarding: Measure Customer Effort. Is it time for you to hire one?

Net Promoter Score 56

Net Promoter Score 2018 Blog Article 56

Confirmit

JUNE 26, 2019

With the right level of trust you can motivate, empower and encourage everyone in the organization to do the right thing for your customers and deliver real business value. Faith Adams is an analyst at Forrester Research, serving Customer Experience Professionals. Our Presenters: Brad Linville, Sr.

Webinar 40

Webinar B2C Customer Experience Professionals Customer Centricity 40

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

Oracle

MARCH 11, 2020

Jeanne Bliss is one of the most recognizable names in customer experience and customer success today. She’s the founder and president of CustomerBliss and the Co-Founder of The Customer Experience Professionals Association (CXPA). Follow Jeanne Bliss on Twitter to get her latest thoughts. Kerry Bodine.

2020 83

2020 Technology Chief Customer Officer Customer Journey Mapping 83

CX University

NOVEMBER 21, 2020

Customer experience is most commonly misunderstood as customer service which refers to the types of assistance, advice, and levels of engagement customers endure before, during, and after a sales transaction. Customer experience is all of these and so much more.

Net Promoter Score 98

Net Promoter Score Brands Loyalty Programs Loyalty 98

SurveySensum

MARCH 4, 2021

She is a CX entrepreneur that designs products, services, and solutions that helps businesses attract, satisfy, and retain customers while improving the customer experience management capabilities of teams. What you as a Customer Experience Professional doing wrong? CX metrics and it’s measurables.

Metrics 52

Metrics ROI Measurement Voice of Customer 52