Beyond Philosophy

MARCH 4, 2019

However, you’re asking them about an experience they had a week or two ago, or longer. As global Customer Experience consultants, the challenge for us has always been capturing authentic customer emotions. Micro Expressions Have Macro Changes in Store for Customer Experience.

2005 102

2005 Measurement Consulting Technology 102

Wootric

FEBRUARY 14, 2019

These authors, speakers, thought-leaders and dedicated customer experience professionals have all helped contribute to the widespread adoption of CX, not just as a strategy, but as a higher goal. She was tapped to look after the customer experience as a whole as company growth accelerated. Angus Yang. Blake Morgan.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

CX Journey

MARCH 15, 2016

Here's what's interesting: these xMOTs help marketers and advertisers, but they aren't helpful to customer experience designers. These xMOTs relate more to stages in time, stages in the customer lifecycle, than they do to brief points in time. I'd say these are more stages of truth than moments of truth.

2006 40

2006 Reference Customer Experience Design Books 40

CX Journey

MARCH 14, 2017

Image courtesy of aliceheiman No customer experience budget? 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. Everything you do is (for the) customer experience.

Customer Experience Professionals 59

Customer Experience Professionals Innovation 2017 Technology 59

CX Journey

JUNE 30, 2015

Image courtesy of AnnaRachel1 What is a customer experience strategy? Let's start by defining "customer experience strategy." A customer experience strategy helps you define, design, and, ultimately, deliver the desired customer experience (desired, of course, by your customers).

Customer Experience Professionals 68

Customer Experience Professionals Brand Values Government Communication 68

SurveySensum

MARCH 4, 2021

In the fifth episode ‘Chapter 5: Impact of CX on Business metrics’ of the Experience talk: Voice of Customer and Employee , Tanuj Diwan , Head of Product and Nandkishor Tripathi aka NK, Global Head of Customer Experience is joined by one of the most prominent CX thought leaders – Debbie Akwara. .

Metrics 52

Metrics ROI Measurement Voice of Customer 52

Storyminers

MAY 8, 2017

In the last decade, many brands have used customer experience processes and perspectives to complete corporate turnarounds and experience make-overs. They all use the six customer experience pillars. However, change is happening so fast (tech, customer desires, partners, organizational structures, etc.)

Innovation 76

Innovation ROI Customer Experience Professionals Customer Centricity 76

CX Journey

FEBRUARY 14, 2018

Image courtesy of Pixabay Do you feel like you're not making the progress in your customer experience transformation efforts that you thought/hoped you would by now? I've seen several posts lately about CX being all talk and no action - that it's a lot of effort to pull off a customer experience transformation (and no doubt, it is!)

Employee Experience 46

Employee Experience Culture Definition Customer Experience Professionals 46

Michelli Experience

AUGUST 22, 2017

It’s hard to believe it has been seven months since United Airlines faced the first of three monumental customer experience debacles. My perspective likely varies greatly from someone who travels only during peak holiday periods or who watches the same customer-experience disaster video repeatedly. Data Plus People.

Airlines 45

Airlines Travel Consulting Customer Experience Professionals 45

CX Journey

APRIL 25, 2018

Those are marketing tools and are too high level for customer experience design. Customer experience professionals require a lot more detail at a micro level in order to understand the pain points and to, ultimately, fix them. Select the personas for which you’ll be mapping the experience.

Workshop 58

Workshop Touchpoint Culture Customer Experience Design 58

CX Journey

AUGUST 28, 2015

Image courtesy of myfrozenlife Think about the things that you're doing to transform your organization and your customer experience. Doesn't that just describe what's required to make some real improvements when it comes to customer experience transformation! Are you doing busy work? Or are you doing real work?

Roadmap 72

Roadmap Customer Centricity Customer Experience Professionals Culture 72

CX Journey

DECEMBER 13, 2018

Image courtesy of Pixabay Today I'm pleased to share a guest post by Liliana Petrov of DoingCXRight that is based on her experience hiring CX teams. Although customer experience has been around for a long time, hiring for CX has become a greater priority for executives and funding committees only in the last five years.

Insights 33

Insights Customer Insights Leadership Insurance 33

CX Journey

JUNE 12, 2015

Why is this an important topic that customer experience professionals would be interested in? The purpose of being in business is all about the customer , right. Simple: listen to customers; ask questions; get to know them. Consider the example that I gave in last month's post, The Future of Customer Experience.

Events 65

Events Customer Experience Professionals Customers Connections 65

ClearAction

APRIL 29, 2020

VP Customer Experience Role for Growth Lynn Hunsaker. The VP Customer Experience role is evolving as companies shift to embrace the “purpose of business” proclaimed by Business Roundtable. This position may also be known as Chief Customer Officer or VP of Customer [fill-in-the-blank] (e.g.

Customer Experience 71

Customer Experience Chief Customer Officer Customer Centricity Leadership 71

CX Journey

JULY 25, 2017

They haven't yet adopted Drucker’s thinking that companies are in business to create and to nurture a customer. First, customer experience is a differentiator. In this world where products and services are becoming more and more commodotized every day, customer experience is the one true differentiator.

Webinar 38

Webinar Customer Experience Professionals Culture Leadership 38

CX Journey

MARCH 16, 2017

Image courtesy of Tax Credits No customer experience budget? As a follow-on to my post earlier this week about companies having no budget for customer experience improvements, I thought I'd compile a few ideas on how to move beyond the "no budget" excuse and make improvements that cost little to nothing. No problem!

Culture 45

Culture Employee Experience Customer Experience Professionals Customer Centricity 45

Bold360

NOVEMBER 21, 2016

In 2016, the customer experience became the focal point of marketing, acquisition, onboarding, UX design, and many other core business functions. ” Read on to learn how today’s customer experience professionals are planning to position their companies for CX success as we move into 2017.

2016 111

2016 2017 Customer Experience Social Media 111