InMoment XI

MARCH 6, 2024

The best customer experience quotes can be a great source of inspiration for leadership teams and entire organizations looking to drive their CX transformation. According to research: Companies that earn $1 billion annually can expect to earn, on average, an additional $700 million within 3 years of investing in customer experience.

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

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

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. 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

CX Accelerator

NOVEMBER 11, 2022

Customer Insights/Measurement/Analytics. Customer Journey Mapping. Project/Program Management. Change Management. Employee Experience. PROJECT/PROGRAM MANAGEMENT When it comes time to turn your CX-transforming initiatives from theory into reality, a project manager will be required.

Customer Journey Mapping 307

Customer Journey Mapping Customer Journey Customer Centricity Customer Insights 307

Pointillist

MAY 19, 2020

By Stephanie Ventura Customer experience is more important than ever in 2020. But what makes some organizations more effective than others at managing customer journeys, measuring outcomes and improving experiences? Over 50% of companies also have a role or team dedicated to journey management or journey analytics.

Customer Journey 94

Customer Journey Measurement 2020 Management 94

Experience Investigators by 360Connext

APRIL 6, 2015

This experience taught me that even when you have a good customer experience, there is always more work you can do to make your customer experience a great one. Tabitha Dunn Tabitha Dunn currently serves as the Vice President of Customer Experience at Concur Technologies, an SAP company.

Customer Experience 270

Customer Experience Customer Experience Professionals 2015 Roadmap 270

Alida

JANUARY 7, 2019

In 2018, Experience Management (XM) arrived. Customer centricity is now a long-term, strategic imperative at the executive level. With one successful IPO, one mega acquisition and accelerating consolidation, 2019 will see the Data Management Platforms (DMPs) take over as the sources of truth in the enterprise.

2019 212

2019 Customer Experience Customer Centricity Competitive Advantage 212

Pointillist

JUNE 5, 2019

Customer experience is a top priority for organizations in 2019 Customer experience is universally recognized as a top priority by most organizations, regardless of industry or size. different customer data, analytics, and engagement technologies: 30% say they lack the right tools or technology.

Customer Journey 89

Customer Journey Measurement Management NPS 89

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. Episode Management.

2019 173

2019 Customer Experience 2025 ROI 173

ClearAction

SEPTEMBER 25, 2022

CCXP exam (Customer Experience Professional Certification) competencies are a guide to highly profitable customer experience management. It’s equally applicable to Employee Experience and Partner Experience management. Professional certification is not a walk in the park.

Customer Journey Mapping 62

Customer Journey Mapping Financial Customer Experience Professionals Metrics 62

COPC

JANUARY 28, 2016

As we begin a new year, there is no shortage of predictions of the trends that will affect the customer experience. Many of these predictions focus on the technology that can be used to anticipate the customer’s behaviors and needs. Non-trend 3: Customer Experience Professionals Often Have a Tough Job.

Customer Experience 40

Customer Experience Management 2016 Contact Center 40

Ascribe

JULY 19, 2023

In parallel, AI Coder , a feature in Ascribe’s Coder verbatim management system, now leverages Theme Extractor with Generative AI to deliver accurate coding results similar to manual coding in a fraction of the time. CX Inspector delivers better insights from open ends, faster.

2023 52

2023 Customer Experience Professionals Innovation Insights 52

CX Journey

MARCH 21, 2018

Image courtesy of Pixabay What's in your customer experience strategy budget? Traditionally, customer experience professionals have no budget. Despite that, customer experience professionals still need to develop a budget for the work that they do and for the resources they need for that work.

Customer Journey Mapping 108

Customer Journey Mapping Workshop Travel Consulting 108

SurveySensum

JULY 14, 2020

Brenda Lynn Dichoso – Head of Customer Experience Performance Management at PT Smartfren Telecom. Brenda Lynn Dichoso is a customer experience executive with direct vertical market experience in designing, implementing, and managing complex customer care operations in a telecom set-up.

2020 132

2020 Customer Experience Magazine Consulting 132

CSM Magazine

MAY 19, 2023

Customer Experience Engineering (CXE) is a growing field that focuses on designing, managing, and improving the interactions between a company and its customers. At its core, customer experience engineering seeks to ensure that every touchpoint a customer has with a company leaves a positive and lasting impression.

Customer Experience 52

Customer Experience Net Promoter Score Customer Journey Mapping Touchpoint 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. The Current State of Self-Serve.

Travel 218

Travel Customer Experience Call Center Books 218

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

CSM Magazine

NOVEMBER 3, 2022

Waterfield Tech, a leading global customer engagement solutions provider, today announced research findings detailing a significant lag in the adoption of conversational AI in the contact center. These findings come as Gartner anticipates a 25% increase in 2023 customer satisfaction scores among organizations that use AI.

Telecommunications 52

Telecommunications Virtual Agent Contact Center Customer Experience 52

Beyond Philosophy

MAY 12, 2021

Could we face a big gap between what customers expect and what organizations are prepared to deliver when we emerge from this past year? . We invited Nancy Porte, Vice president of Global Customer Experience Verint and vice-chair of the Customer Experience Professional Association (CXPA) board, to discuss this research on a recent podcast.

Customer Expectations 88

Customer Expectations 2021 Technology Chief Customer Officer 88

Totango

MARCH 8, 2022

Helping CS professionals sharpen their skill sets, advance in their careers and hunt for jobs. Support CS managers with information and advice from the community. These and other potential benefits make joining a customer success community a winning proposition for CS team members, managers and marketing leaders.

2022 116

2022 Customer Success White Paper Social Media 116

Customer Guru

AUGUST 21, 2018

Kate is the VP and Principal Analyst at Forrester and serves Application Development & Delivery Professionals. She is a renowned expert on customer relationship management (CRM), customer service strategies, and ROI. One of her most notable research works was Forrester’s Customer Experience Management Maturity Model.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

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

Beyond Philosophy

JANUARY 12, 2022

Goebel comes to us with nearly 20 years’ experience with enterprise software and a career of product management, sales engineering, and product marketing. Goebel describes himself as a technology solution evangelist with a passion for leveraging the potential for connecting the physical product world with the internet.

Contact Center 78

Contact Center Connections Competitive Advantage Technology 78

Ascribe

FEBRUARY 28, 2023

CXI Go is powered by Ascribe’s new Theme Extractor technology which reveals top themes instantly from open end comments. About Ascribe Ascribe is a leading provider of text analytics and verbatim coding management systems that help businesses analyze open end comments, whether from surveys, reviews or feedback.

2023 40

2023 Customer Experience Professionals Insights Technology 40

Natalie Petouhof

SEPTEMBER 22, 2016

But if they are doing all that, why do customer still report, in large part, that their experience of most brands is not up to snuff? One group of people tends to be the typical customer experience professional who has done all of the things I mentioned above and done them well. So how could that be?

Customer Experience 69

Customer Experience Customer Experience Professionals Social Media 2016 69

Lumoa

DECEMBER 18, 2017

There're great professionals who feel the customer pains and embrace their successes. Jim, CCXP (Certified Customer Experience Professional), is a founder of a CX consulting agency, Heart of the Customer , and sees the world in a special way: through the eyes of customers. How do you manage that?

Customer Experience 109

Customer Experience Net Promoter Score Customer Journey Mapping NPS 109

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. Her areas of expertise include market research, program management, marketing, instructional design, and training.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Alida

AUGUST 8, 2016

The following is an excerpt from Winning the Research Revolution , an e-book exploring how technological changes pose both a threat and an opportunity for the world of research. Get your copy of the e-book and catch Ray Poynter’s presentations at the 2016 Customer Intelligence Summit to learn more.

Marketing 174

Marketing 2016 Customer Centricity Presentation 174

ShepHyken

NOVEMBER 30, 2018

This week we feature an article by Brian Cantor who gives us a list of ways to achieve success and consistency when communicating with customers on any channel. – Shep Hyken. Making for a jointly admirable and problematic reality, the customer contact community often takes a lofty, wide-eyed approach to strategy and technology.

Blog 96

Blog Omnichannel Average Handle Time Contact Center 96

ijgolding

MAY 25, 2015

Whilst consumers can easily recall a failed experience, they find it less easy to remember a positive one. Conclusion – get it wrong and it will stick in a customers mind for a long time… 2. It’s tough in the world of technology – there is no getting away from the digital revolution.

Customer Experience 120

Customer Experience Customer Centricity Customer Experience Professionals Consumers 120

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. He started as a document designer using several VDP technologies, before moving to the software side of the industry.

Customer Journey Mapping 52

Customer Journey Mapping 2007 Document 2022 52

Lumoa

JANUARY 9, 2018

Much of the improvement has been driven by advancements in product innovation and digital technology. HOWEVER, I also argue that despite that, too many consumers continue to endure ‘random’ or ‘unexpected’ experiences as a result of the inconsistent delivery of the end-to-end customer journey. Customers want you to know them.

2018 141

2018 Customer Experience Competitive Advantage 2017 141

CX Journey

MARCH 14, 2017

I recently read an article on MyCustomer about a study that Ovum and BoldChat conducted in which they found that many companies don't have the necessary budget to improve the customer experience. Isn't it all customer experience? isn't that all going to impact the customer experience? Here's the thing.

Customer Experience Professionals 59

Customer Experience Professionals Innovation 2017 Technology 59

Customer Bliss

JULY 4, 2017

Sandy Spring Bank received the 2015 CX Innovation Award given to the top 5 organizations globally by the Customer Experience Professionals Association. As the key strategic initiative, the client experience drives sustainable growth across all of Sandy Spring’s business units. The relationship suffered.

Banking 143

Banking Leadership Net Promoter Score 2015 143

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. Her areas of expertise include market research, program management, marketing, instructional design, and training.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Oracle

MARCH 7, 2019

I often remind people the acronym “CX” was little-known until Bruce Temkin and Jeanne Bliss co-founded the Customer Experience Professionals Association in 2011. “Customer experience” across the organization wasn’t a clear business initiative or concern. CX: The Past. CX: The Future.

2011 103

2011 E-support 2019 Customer Centricity 103

ClearAction

OCTOBER 25, 2015

1) Drive significant change in order to drive significant ROI : most customer experience efforts start out with a technology buy, taking cues from vendors about what customer experience managemen t entails. In truth, it boils down to making your company irresistible to customers and prospects. Carpe diem!

Customer Experience 88

Customer Experience ROI Customer Experience Management Customer Journey Mapping 88